Riverdeep

1
Riverdeep

• Riverdeep is an educational software company.
• Destination Success
• Printshop
• Carmen Sandiego
• Reader Rabbit
• Oregon Trails

2
How did we get to Oracle 11i

• Riverdeep was a .com IPO and started with 11.03
  for financial.
• Through acquisition, we had 5 ERP and 7 CRM
  Systems
• JDE vs Oracle 11i
• Came down to feature-set, and future

3
What are we running (11.5.9)

• ERP
• Financials (GL, AR, AP, FA)
• Supply Chain (OM, INV, PO)
• Manufacturing (BOM, WIP, CST)
• CRM
• Telesales (30)
• Sales Online (50)
• Marketing Online
• iStore
• Quoting
• Teleservice (12)
• Portal
• Next Modules
• iProcurement, Travel and Expense
• iSupport, Knowledgebase
• Incentive Compensation
• Portal (Product/Subscription, Intranet, etc)
• Daily Business Intelligence

4
Implementation Points

• EXECUTIVE SUPPORT Dont leave home without it.
• CRM is not ERP CRM can be implemented in pieces
• Dont be afraid to start small with one
  implementer (walk before you run)
• Soft Projects unannounced, unscheduled,
  unbudgeted, fit-it-in-when-you-can
• Teleservice
• Time and Labor
• Contracts
• Portal
• iProcurement
• Guard Against the notion that Go-live is the end.
  Go Live is the Beginning. Dont move on right
  away
• Training We have done big bang and little bang.
  I like big bang for ERP and little bang for CRM

5
Telesales Lead to Cash
6
Telesales Good Stuff

• Single Customer Record
• 1 Database
• Quote to Order handoff works great
• CRM to OM reporting
• 1 system to maintain
• Common Reporting Tools
• Common Language Lead, Opp, Quote, Order
• Past Life 7 CRM, 7 Databases, 7 Customer
  Records, 7 Technologies, 7 Reports, Time spent on
  housekeeping.

7
Sales Online Square Wheel to Round Wheel

• Field Sales goes from Excel to Sales Online
• Conversation changes from what are the
  opportunities to how can we grow, leverage,
  strategize opportunities
• Senior Management Changes from Collector to
  Strategist of Opportunities
• Conversation and Focus Changed Overnight
• Sales Force Changed Attention Overnight
• Senior has a tool by which to manage
• Sales Staff can no longer hide complete
  visibility
• Leads, Quotes are New Marketing, Price Management

8
Telesales and Sales Online

• Tearing Down the Berlin Wall
• Territory Management Improved Drastically
• Reporting Visibility
• Account-level Communication and exchange
• 360 Degree View of Customer a Promise Worth
  Chasing

9
Marketing Online

• Behind TS and OSO but has similar future
• Today Lists go out Discoverer to MS Access for
  Beating with Stick and to mail/email. Call
  lists are distributed on printouts.
• Tomorrow (literally Monday) Call lists appear in
  UWQ in Telesales.
• Marketing get direct visibility into outcomes
  (heretofore impossible)
• More Data, More learning
• Source Code is king becomes focus
• Marketing begins to transform
• Conversation changes from we cant get that or
  we dont know to real information, real
  analysis, real strategy

10
Teleservice (contact center, service requests)

• Soft Project
• Systems Group First (replaced intranet)
• Helpdesk (replaced TrackIT)
• Networking
• Strategic Project
• To go Live with first business unit we added
  users and created 3 LOVs, tweaked contact center
• Field Engineers
• Customer Training Department
• Tech Support (iSupport, Knowledge)

11

Order Management
Accounts Receivable
Cash Collections
Reporting
Sales Online
Oracle 11i Business Suite
Manufacturing
Telesales
Customer Data
Portal/iStore
Teleservice
Marketing