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MAKING AN IMPERSONAL BUSINESS PERSONAL WITH ORACLE CUSTOMER EXPERIENCE

MAKING AN IMPERSONAL BUSINESS PERSONAL WITH ORACLE CUSTOMER EXPERIENCE. Neil McFarlane. T H March Managing Director. www.thmarch.co.uk. Who are T H March?. Where we started. Tommy March 1869 - 1920. Who are T H March?. Where we are Who we work with Size. Main Areas of Business.

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MAKING AN IMPERSONAL BUSINESS PERSONAL WITH ORACLE CUSTOMER EXPERIENCE

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  1. MAKING AN IMPERSONAL BUSINESS PERSONAL WITH ORACLE CUSTOMER EXPERIENCE

  2. Neil McFarlane T H March Managing Director www.thmarch.co.uk

  3. Who are T H March? • Where we started Tommy March 1869 - 1920

  4. Who are T H March? • Where we are • Who we work with • Size

  5. Main Areas of Business • Jewellers Block • Personal Lines • MIS • March Guard • Commercial • Financial Advice

  6. What I wasn’t happy with… • No Vision !! • Lack of transparency of client contact • Impersonal client contact in Personal – Dick Turpin • Multiple operating systems – multiplying the problems • Disjointed and manual Marketing • No accurate information on our Sales pipelines, across the different areas • Limited ability to nurture – client or prospect • Lack of ability to deliver relevant, World class content

  7. The Start of the CRM Journey… • It wasn’t CRM – it was Marketing Automation – Eloqua • Research, research and research!! • Business case • Board approval and buy in

  8. The Tender Process • Who and How • Why Oracle and Enigen? • They got it! • Combined team effort • Personalisation of the offer to THM • They made us feel important

  9. Understanding the Customer Journey Lisa visits Kim’s Jewellers to upgrade her policy. Mark buys an engagement ring Mark insures the Ring, he uses his mobile and is recommended for other products Unfortunately Mark damages the ring. T HMarch put Mark back in contact with Kim OCT JAN APR JUL Kim can talk about the importance of insurance, passes T H March details. Mark receives an email when Gold price changes. He re-values the ring. Mark has such a great experience he tells his friends. Lisa talks to Kim about partnerships & what TH March can offer her customers. www.enigen.co.uk

  10. The Enigen / Oracle proposition and applications used Oracle Sales Cloud Oracle Marketing Cloud Oracle Service Cloud (online chat) Oracle Social Relationship Management

  11. What stage are we at… • Currently in the ‘build’ phase – personal lines – low hanging fruit • Myself and our project team very impressed with Enigen’s approach • Likely go live at end of November • First combined campaign, pre-Christmas with our 2200 MIS agents • Transformational effect on T H March • Engage with MIS Agents • Engage with clients • Potential benefits and ROI

  12. The next steps… • One Broking operating system • Jewellers Block and Commercial • Financial Planning • Investors in Customers • Become the ‘Trusted Advisor’ • Content Marketing • Use of all 4 Pillars – CRM, MA, Social and Chat • Be the Company we tell our clients we are

  13. Thank You www.thmarch.co.uk

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