Contact Central OnDemand
Release 10 Overview

Release 10 delivers powerful enterprise customization capabilities that improve flexibility in meeting business needs, enhancements to sales functionality and intelligent service tools, and deeper industry solutions.

A detailed training presentation is available here

Highlights include:

Enterprise Customisation and Administration

Custom Objects

Each business has unique business requirements. With Release 10, Contact Central OnDemand will provide custom objects to allow you to augment Contact Central OnDemand with complementary data. For example, your business may wish to track invoices for a customer. With custom object support, you can create a custom object in the application called “Expenses” and relate this object to out-of-the-box objects such as Opportunities, Contacts, and Accounts, as well as other custom objects you may enable such as a new object called “Payments.”

Custom Webtabs

To serve your customers efficiently and effectively, you often need to leverage data and functionality from Contact Central OnDemand in combination with other third-party systems. With custom Webtabs, you can embed information and screens from third-party systems into a custom tab within Contact Central OnDemand. For instance, using a custom Webtab, you can view invoice data from another system from within Contact Central OnDemand and perform all operations as if you are in the source system. Custom Webtabs reduce clicks, eliminate toggling between windows, and ultimately increase efficiency and adoption of the system by your end users.

Advanced Data Management

A cornerstone of any successful CRM implementation is ensuring the quality of the data maintained in the system. Release 10 of Contact Central OnDemand includes powerful, embedded data management capabilities including record merge, mass update, and batch delete. The record merge feature allows you to merge duplicate records and automatically combine related information. The mass update feature allows you to update field values for records contained in a list. And, as an Administrator, the batch delete function will allow you to delete all records defined in a list.

Single Sign-On

Many organizations, especially public companies, have security policies that mandate single sign-on both for usability and for regulatory compliance such as with Sarbanes-Oxley. Once authenticated within your own corporate network or portal, Contact Central OnDemand accepts a SAML assertion from the corporate network, allowing your users to authenticate into Contact Central OnDemand without having to enter their logon credentials a second time. Additional license fees required.

Enterprise Logon

In today’s world of the Internet and regulatory compliance, security management has become a critical component of every company’s information technology strategy. In Release 10, Contact Central OnDemand enhances existing application security with optional features to allow your users to manage their own password resets and to provide your users with notifications of failed sign-in attempts to alert you to attempted security breaches.

Advanced List Management

Contact Central OnDemand’s list management functionality is enhanced in Release 10 to increase productivity and enhance usability. New features include improved, context-sensitive help when creating or editing list criteria; the ability to sort and manage lists; the ability to define which lists appear on the home page; and the ability to export data from a list to a third-party tool such as Microsoft Excel for further analysis.

Advanced Analytic Reports Management

Contact Central OnDemand Analytics_v4-5 becomes even more powerful in Release 10 by allowing users to streamline access to analytic reports by organizing reports into folders and setting permissions to those folders. You can create a tree-like structure of report folders, move reports between folders, and copy reports to multiple folders. You can blend both custom and pre-built reports together in the same folder. With these advanced report management capabilities, you access your private and shared analyses directly from the Reports home page and view a simple, uncluttered folder list that contains only reports relevant to your business function.

World-Class Sales and Marketing

Multiple Sales Processes

In Release 10, Contact Central OnDemand increases the flexibility of sales processes by allowing you to define multiple sales processes. Thus, sales teams targeting different market segments (such as enterprise accounts vs. small accounts) or from different divisions in your company can tailor their sales process while still delivering one consolidated pipeline rollup.

Lead Qualification Scripts

One of the most important parts of the sales process is the identification of qualified leads to optimize sales representatives’ valuable time. In Release 10, Contact Central OnDemand provides you with the ability to auto-qualify a lead. Your sales assistants can walk through a guided questionnaire that calculates a lead score and disposition when complete. The lead qualification scripting tool allows you to embed your best practices in lead qualification, providing consistent, high-quality lead qualification with minimal training.

Opportunity Assessments

Many organizations implement sales methodologies such as Miller Heiman’s Sales Access Manager or Siebel Systems’ Targeted Account Selling (TAS) to produce consistency in the sales process and optimize results. In Release 10, Contact Central OnDemand provides you with the ability to embed sales methodologies into the application with opportunity assessment templates. As a sales representative, assessment templates can guide you through a list of questions to determine, for instance, whether TAS’s frontal versus flanking strategy should be adopted for your opportunity. You can perform assessments multiple times throughout the life of the opportunity, allowing you to adjust your sales strategy when appropriate throughout the opportunity life cycle.

Intelligent Service

Call Scripting

One of the largest expenses in a service centre is the training of service representatives. In Release 10, Contact Central OnDemand accelerates the learning curve for your new service representatives, as well as your experienced representatives who must learn new service processes, by providing call scripting. For instance, a call script guides you through a series of questions that can calculate the priority of a service request or determine whether to escalate a service request to another level.

Customer Satisfaction Surveys

An important part of ensuring that you are meeting the needs of your customers is to survey them either periodically or after a service event. In Release 10, Contact Central OnDemand provides you with the ability to administer customer satisfaction surveys, automatically calculate a survey score and outcome, and store the surveys for future reference.

Deep Industry Solutions

Contact Central OnDemand – Life Sciences Edition

Call Detailing and Smart Calls

Given the critical role that sales calls play in sales execution and driving ROI in life sciences companies, you require an efficient mechanism to detail calls in Contact Central OnDemand. In Release 10, Contact Central OnDemand – Life Sciences Edition introduces Call Detailing and Smart Calls. In just a few clicks, you can easily record the details of account and contact calls, including products detailed, samples dropped, attendees, and sales solutions utilized. For frequently used call data, such as calls associated with a new product launch or campaign, Smart Calls enable you to achieve even greater efficiency. By allowing you to quickly apply Smart Call templates to record default field values for the call, products detailed, and samples dropped in just two clicks, you spend less time recording call details and more time selling.

Contact Central OnDemand – Financial Services Edition

Contact Interests

Advisors build trust by demonstrating a solid understanding of a customer’s financial and personal needs and interests. In Release 10, Contact Central OnDemand – Financial Services Edition provides you with the ability to track a client’s interests, such as investment types, industries or markets, individual stocks, sports, or hobbies. Whether your objective is to build a personal rapport with a customer or to generate new sales opportunities, tracking client interests is a key component of establishing client relationships that generate future business.

Advanced Team Collaboration—Portfolio and Households

In many financial services companies, teams of financial advisors have shared responsibility for customers in specific segments, industries, and/or geographies. Advisors need the ability to easily share financial services-specific data such as client households and financial portfolios within their team. In Release 10, Contact Central OnDemand enables seamless group-based sharing of portfolios and households. When you add or remove a user from a group, that user’s access is automatically updated on all records associated with that group.

Important note for Browser Compatibility

Internet Explorer 6.0 is the minimum browser supported for Release 10. Information and downloads about Microsoft Internet Explorer can be found here: http://www.microsoft.com/windows/ie/default.mspx

We will keep you up-to-date with further news as it becomes available. As always, please contact Customer Care with any questions at:

UK: 0800 3890864
International: + 44 (0) 113 246 8694

For further information or to speak to a member of our team please click here