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Panasonic Computer Products Europe: Delivering Real Business Results with Oracle CX Cloud

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"Boxfusions' expertise with Oracle's CX Cloud application suite has enabled us to implement new, transformational solutions for our Sales & Marketing users. Boxfusion became an extension to our team here at Panasonic, proving both to be extremely knowledgeable of the products and their roadmap, and also flexible to our implementation needs."

Rhiannon Ainge, Business System & Marketing Manager

Background

Panasonic are a market-leader in ruggedized laptops, tablet PCs and solutions for the B2B market. They have a 100 strong sales and marketing team, across 12 regions and speaking 14 languages across Europe.

They wanted to implement an improved user experience for their sales and tele-marketing users on a modern SaaS platform, whilst maintaining some of their historic investment in Siebel CRM.

The challenges

Panasonic wanted a solution that addressed the main challenges their users were facing on a daily basis, including:

  • Sales reporting was labour intensive, not real-time and required data exports to OBI and Excel
  • Siloed information – Sales and Marketing duplicating data as the information they used was stored on different systems
  • Sales Managers had limited visibility on the performance of their team
  • Existing platform was slow to configure and change as well as costly
  • Data Quality issues due to no primary data master
  • Mobile / Email integration – Sales Users wanted to be able to access information out of the office and for it to seamlessly integrate with how they currently work

The solution

Moving to the Cloud was very much a priority for Panasonic, in terms of reducing the time to value of the technologies underpinning how Panasonic supported the full customer journey. Boxfusion worked with Panasonic to implement a solution that moved the Sales and Marketing processes from Siebel to Oracle Sales Cloud and Oracle Marketing Cloud.

Boxfusion’s expertise with the Oracle CX Cloud suite and the Siebel product aligned them perfectly to the project - the three applications were integrated together to enable closed-loop ROI reporting and visibility of master and transactional data across the three pillars.

There were various different components that made up the tailored solution:

  • Two User Interfaces in Sales Cloud:
    • Full UI: Providing users with detailed Information
    • Simplified UI: Providing users easy access to basic information
  • Full integration from Marketing Cloud (Eloqua) to Sales Cloud and then Siebel which means one single source of data.
  • Online Transactional BI (OTBI) brings powerful reporting to sales teams - dashboards display key information to the user.
  • Data Quality Management – Real Time and Scheduled batches maintain data quality and are overseen by a Data Steward.
  • Territory Assignment Engine – automatically adds team members to opportunities to increase collaboration and ensure management have visibility of what their team are working on.
  • Partner and Competitor tracking

A roadmap to the Cloud

Moving to a co-existence model has allowed Panasonic to leverage their existing Siebel investment whilst harnessing the benefits of Cloud. Enhancing their internal user experience has enabled them to increase customer satisfaction levels, deliver better customer data and increase lead velocity.

Boxfusion’s technical expertise and consultancy services are a great fit to Panasonic’s strategy; together the teams have built a modern platform to support today’s business needs.