Active Alerts

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Active Alerts
Supporting CRM Accounting ERP /
MRP ODBC-Compliant Applications
Monitor Business Conditions
Trigger Alerts Forms / Reports Application
Updates
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Business Latencies

• What is a Business Latency?
• A Business Latency is the lag-time between the
  moment important business information becomes
  present and the time when an organization
  intelligently acts on it.
• What is the result of Business Latencies?
• Business Latencies cause organizations to lose
  revenue, productivity, and/or customer loyalty.
• How does an organization address their
  Business Latencies?
• Business Latencies can be addressed by
  implementing an enterprise-level technology that
  automatically identifies and responds to
  important business information as that
  information becomes available.

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Business Latencies

• How does KnowledgeSync address Business
  Latencies?
• It automates redundant tasks
• It delivers business alerts
• It monitors and processes incoming email messages
• It generates and delivers Forms Reports
• It provides a platform to integrate application
  data
• It monitors the Operating System

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Active Alerts
Monitor Business Conditions ? Send Alerts ?
Deliver Forms Reports ? Execute Workflow
Incoming Email Incoming support message system
is down
Accounting - ERP/MRP Overdue unpaid invoice
CRM Prospect not contacted in last 7 days
Microsoft Sage
Accounting ERP/MRP
CRM ODBC-Compliant
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Active Alerts
Monitor Business Conditions ? Send Alerts ?
Deliver Forms Reports ? Execute Workflow
Incoming Email Incoming support message system
is down Page field technician
Accounting - ERP/MRP Overdue unpaid
invoice Screen-pop message to CFO
CRM Prospect not contacted in last 7 days Email
reminder to salesrep
Microsoft Sage
Accounting ERP/MRP
CRM ODBC-Compliant
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Active Alerts
Monitor Business Conditions ? Send Alerts ?
Deliver Forms Reports ? Execute Workflow
Incoming Email Incoming support message system
is down Page field technician Deliver work
order to rep via web browser
Accounting - ERP/MRP Overdue unpaid
invoice Screen-pop message to CFO Resend PDF
invoice to client via email
CRM Prospect not contacted in last 7 days Email
reminder to salesrep Send manager report on
Pending Sales Status
Microsoft Sage
Accounting ERP/MRP
CRM ODBC-Compliant
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Active Alerts
Monitor Business Conditions ? Send Alerts ?
Deliver Forms Reports ? Execute Workflow
Incoming Email Incoming support message system
is down Page field technician Deliver work
order to rep via web browser Log and assign
ticket in service database
Accounting - ERP/MRP Overdue unpaid
invoice Screen-pop message to CFO Resend PDF
invoice to client via email Put customer on
credit hold
CRM Prospect not contacted in last 7 days Email
reminder to salesrep Send manager report on
Pending Sales Status Schedule follow up call
for salesrep
Microsoft Sage
Accounting ERP/MRP
CRM ODBC-Compliant
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Automate Redundant Tasks
Some redundant tasks require human intervention
others do not. On average, 20 - 40 of all
redundant business tasks currently performed
manually can be accomplished with Automation that
in no way lessens the quality of the finished
task.
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Automate Redundant Tasks

• Tasks such as
• Sending Order Confirmation messages
• Generating delivering Invoices, Quotes, Dunning
  Notices other Reminders
• Sending Call resolution details, Surveys
• Notifying clients about Shipments
• Importing / Exporting files

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Automate Redundant Tasks

• What Should Automation Do?
• Support scheduled triggered tasks
• Should allow personalization
• Have flexible polling frequencies
• Be able to self-determine assignments
• Keep track of the history of the tasks

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Send Business Alerts
Although business alerts can be used to notify
anyone about anything, their most compelling
value is for Exception Management. This is the
practice of sending alerts specifically about
exceptions to normal business conditions.
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Send Business Alerts

• Alerts such as
• Notifying a sales rep who has not contacted a
  prospect in over a week
• Alerting Purchasing about stock items within 10
  of re-order
• Red-flagging projects that are incomplete and
  over budget
• Alerting a Support Manager about any reps with
  more than 6 open, high-priority calls
• Notifying a sales manager when a client deviates
  from their normal buying pattern

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Send Business Alerts

• What Should Automation Do?
• Support multiple message delivery methods
• Support a variety of email clients
• Allow simple and sophisticated formatting
• Be able to accept replies to delivered messages
• Monitor the success or failure of delivered alerts

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Monitor Incoming Email

• The inability for organizations to identify,
  process, and respond to incoming mail messages in
  a timely manner is the most widespread Business
  Latency today. Most organizations that encourage
  clients to use email do not have a good way to
  manage those communications.

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Monitor Incoming Email

• Messages such as
• Support questions sent to support_at_yourcompany.com
  
• Inquiries sent to generic sales or info mail
  accounts
• Replies that are sent back to a company in
  response to a received email statement or
  invoice
• Messages that are created from orders that are
  placed on an organizations website
• Messages created from web forms that allow
  visitors to request info, sign up for an event,
  or download files

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Monitor Incoming Email

• What Should Automation Do?
• Monitor incoming e-mail messages and auto-respond
  
• Re-direct incoming e-mails based on content
• Match an incoming mail message with the
  corresponding client record
• Update the applications that contain client info
  with the details from the incoming mail message
• Schedule activities in CRM (or related) apps
  based on the content of the incoming message

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Deliver Forms Reports

• Using human time to generate forms and run
  reports is filled with Latency. And even
  automated report distribution can be subject to
  Latency, as the reported-on data is often too
  out-of-date to be of real use.

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Deliver Forms Reports

• Forms such as
• Order Confirmations, Invoices, Statements
• Periodic customer Surveys
• Picking Lists, Quotations, Dunning Notices
• Reports such as
• Periodic Stock Status, A/R Aging, etc.
• Listing clients within 10 of their credit limit
• Individual lists of projects or activities

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Deliver Forms Reports

• What Should Automation Do?
• Support both scheduled triggered
  reports/forms
• Provide multiple formats (PDF, HTML, Word, Excel,
  etc.)
• Provide multiple delivery methods (email, fax,
  FTP, web browser)
• Track the delivery status of forms reports
• Require no additional hardware/software purchases

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Integrate Application Data

• In terms of Latency, application integration
  refers to the convergence points of business
  information across multiple departments. These
  convergence points need to be detected,
  communicated, and acted upon in a timely manner.

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Integrate Application Data

• Integration such as
• Detect a pending sales in a CRM app, locate the
  client record in a Financial app, and see if the
  new sale would put the client over their credit
  limit.
• Send a manager a single alert that shows the
  details of a clients pending sale (CRM data) and
  details of the clients financial standing
  (accounting data)
• Take the details of a closed sales opportunity
  and use that to create an order record in a
  financial DB.

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Integrate Application Data

• What Should Automation Do?
• Allow data to be retrieved, combined, and
  analyzed from multiple business applications
  simultaneously
• Allow single alert messages to include data from
  multiple business applications
• Provide a way for detected conditions in one
  application database to trigger updates into one
  (or more) other application databases
• Provide a standard set of API tools to allow
  site-specific configuration of integration actions

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Monitor the Operating System

• The last major source of Business Latencies
  within an organization is the Operating System. A
  disk crash, a program error, or a security breach
  can create enormous losses of time resources
  an enterprise-level Business Latency solution
  must include O/S monitoring.

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Monitor the Operating System

• Monitoring for conditions such as
• Low disk space on the DB server
• SQL Server not running
• If an order processing transaction file has not
  been received
• If sales or marketing literature has been
  updated
• Login failures recorded in the Event Log

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Monitor the Operating System

• What Should Automation Do?
• Provide monitoring access to basic O/S
  components, including the Event Log
• Support combined O/S and Application Data
  monitoring
• Allow for the scheduling of periodic O/S tasks
  such as system backups
• Allow for both alerts and corrective actions to
  be automatically executed in response to O/S
  events

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In Summary . . .

• KnowledgeSync addresses Business Latencies by
• Automating redundant tasks
• Delivering business alerts
• Monitoring and processing incoming email messages
• Generating and delivering Forms Reports
• Providing a platform to integrate application
  data
• Monitoring the Operating System

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About Vineyardsoft

• Vineyardsoft Corporation, developer of the
  KnowledgeSync Active Alerts solution, has over
  2,500 customers in over 40 countries.
• Vineyardsofts mission is to empower clients to
  respond more quickly, intelligently, and
  profitably to changes in an organizations
  business.

Utilities Con Edison of NY Qualcomm Farmstead
Telephone Enventis Telecom Hi-Tech Palm,
Inc. Cyberonics Sony Electronics Advanced
Wireless Intuit, Inc.
Healthcare Blue Cross Blue Shield Transoma
Medical Alpharma Medtronic Financial
Services Grant Thornton ING Aetna Compaq
Financial Svcs Bank of the West Ernst Young
KnowledgeSync Customers Industries
Manufacturing Lockheed Heil Environmental Sonic
Manufacturing Media BBC Seattle Times