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ERP Product

Vendor: Oracle Product name: Oracle E-Business Suit Module name: Oracle CRM Customer name: Bharti-Airtel
Enterprise resource planning (ERP) integrates internal and external management information across an entire organization, embracing finance/accounting, manufacturing, sales and service, customer relationship management, etc. It is a company-wide computer software system used to manage and coordinate all the resources, information, and functions of a business from shared data stores. ERP relates to the integrated software infrastructure that supports the entire company business process. ERP refers to a view of a company and all its parts as connected whole, rather than small silos of activity
ERP system typically handles companys accounting, logistic, distribution, shipping, manufacturing, procurement and sales order.

Oracle Corporation: Oracle is an American multinational computer technology corporation that specializes in developing and marketing hardware systems and enterprise software products particularly database management systems. The company also builds tools for database development and systems of middle-tier software, enterprise resource planning software (ERP), customer relationship management software (CRM) and supply chain management (SCM) software.

Application products
Besides databases, Oracle also sells a suite of business applications. The Oracle E-Business Suite includes software to perform financial- (Oracle Financials), manufacturing-, enterprise resource planning and HR- (Human Resource Management Systems) -related functions (Oracle HR). Users can access these facilities through a browser interface over the Internet or via a corporate intranet. Oracle Corporation currently maintains a number of product lines: Oracle E-Business Suite PeopleSoft Enterprise Siebel JD Edwards Enterprise One JD Edwards World

Oracle E-Business Suite: E-Business Suite (also known as Applications/Apps or EBSuite/EBS) consists of a collection of enterprise (ERP), customer relationship management (CRM), and supply-chain management (SCM) computer applications either developed by or acquired by Oracle. The software utilizes Oracle's core Oracle relational database management system technology. The E-Business Suite contains several product lines, including:

Oracle CRM Oracle Financials Oracle HRMS Oracle Mobile Supply Chain Applications Oracle Order Management Oracle Procurement Oracle Project Portfolio Management Oracle Quotes Oracle Transportation Management Oracle Warehouse Management Systems Oracle Inventory Oracle Enterprise Asset Management

Customer: Bharti Airtel

The Bharti Group has a diverse business portfolio and has created global brands in the telecommunication sector. Telecom giant Bharti Airtel is the flagship company of Bharti Enterprises and is the largest private Telecom Company in India. To assist in their business processes, they have implemented the CRM module of theOracle E-Business Suite. This application is used 24x7 by the contact centers located at various geographic locations.

Oracle CRM: Customer Relationship Management or CRM software supports a broad set of
activities for acquiring, enhancing or retaining customers. The functionality of CRM software varies from vendor to vendor. There're a few modules common to most of packaged CRM software.

CRM Module of E-Business suit serves the following below mentioned function for
Bharti Airtel.

Direct Marketing Module

Direct marketing is a set of promotional activities in which direct contact is made with the target customer. Direct marketing software allows companies to identify target customers for particular promotional criteria, generate direct mails, analyze response from target customers. Common techniques include direct mail, telemarketing, and etc. Direct marketing module can automate and streamline many of those marketing efforts.

CRM Sales Module

Revenues from sales are live blood for commercial organizations. Sales module implements functions of pre-sales support, order placement, order scheduling, shipping and invoicing. Sales module is closely integrated with organizations' ecommerce websites. Many sales modules from CRM vendors offer online storefront as part of CRM system.

Call Center Module

A call center is a sophisticated voice operations center that provides a full range of high-volume, inbound or outbound call-handling services, typically including customer support, operator services and directory assistance. It generally refers to reservations centers, help desks, information lines or customer service centers. A call center consists of a complex telecommunication infrastructures, sophisticated computer systems and skilled service representatives organized to effectively manage the incoming and outgoing telephone calls. CRM

call center module captures the vast amount of data in call center operation, prioritize call center service, and direct incoming calls to the appropriate service representatives.

Help desk Module

Help desk software can improve customer satisfaction and productivity by automating customer support processes. Basic features of help desk software includes requests submission, email notification, searching Knowledge Base and administration interfaces. Web-based helpdesk software allows users to search support knowledge base so that users can either find the answer online without calling a support representative or ask more specific questions when they do need to talk to a live person for support.

By using Oracle CRM to create a dedicated reporting database, Bharti Airtel was able to achieve its business goaloverhead on the production system was greatly reduced, while reporting response time was greatly improved. In some cases, reports that had been nearly 24 hours behind are now performed online.