CRM On Demand Recommended Practices Integration, The Oracle Advantage phần 2 pps

business IT infrastructure.

Organizations that have or plan to develop a clear middleware integration strategy are able to maximize their

investment by further adopting the following approach:

 Define systems that will become the record of

source. This does not have to be a system for all

records, in many businesses product mastering may

be in a different system to customer mastering.

 Ensure the most appropriate systems are in control

of key data. A CRM system is ideal for managing

customer information, but is not a suitable

platform for financial account control.

 Assemble a Common Object Model – an enterprise

wide data model that all application specific data

types are transformed into when integration occurs.

 Build processes and services such that they support

and promote usability such as common error

handling escalations etc..

 Look to standardise on existing assets, for example:

out of the box Web Services from the CRM On

Demand environment.

Quite often the concepts and goals for delivering integration processes are understood. Leading practice books and

documentation recommend the common model, abstract approach with consisten transformations and connection

technology. However this underestimates the efforts involved. Building a common object model for customer

information that supports hierachical relationships and the complexities of CRM data is not a simple project.

Oracle/Siebel‟s experience can help in this situation.

Our implementation teams and experts have

documented reference models available that they

can leverage. They have experience and

documented transformation mappings that outline

how to convert a CRM On Demand customer

object for example into an SAP customer object.

Just because the incumbent middleware strategy

within a customer is not based on Oracle

technology, it does not mean we lack the

experience or know how on how to achieve

enterprise level integration. With over 5000

enterprise implementations based on the Siebel

CRM Data Model, (the same model underpinning Oracle CRM On Demand,) the likelihood is that within our global

services organization someone has experience of an integration landscape, or value to add in a unique situation.

Working collaboratively with customers existing middleware teams and resources, the Oracle CRM On Demand

consulting services has approaches and methodologies that have been proven to deliver robust and rapid results

leveraging existing middleware. So for many Enterprise organizations, this is an ideal starting position. If the existing

middleware environment needs further enhancements to enable its use to be effective and complimentary to the

CRM On Demand project goals, then many low cost Industry Standard approaches exist to facilitate this and we

discuss some of these in the next section.