Case 1: FTN Finance Company Customer Support Portal-"My FTN Finance"
The main purpose of customer support portal is to provide fast and efficient information service for enterprise customers, so as to realize the commercial function of improving customer satisfaction and maintaining good customer relations. Customer support portal is a widely used enterprise information portal software, mainly because this type of portal can easily obtain investment return data through customer survey and sales to old customers. In the customer support portal, the single sign-on function is essential, and the functional requirements of search engines and classified services are also high. In addition, online collaboration and direct access to information such as invoices, goods status and prices are usually provided.
FTN Finance Company is an all-round financial service company providing investment and banking services, and is in a leading position in fixed income, trading and market strategy. The company initially released information resources to customers through the traditional menu navigation website, providing a limited number of written performance reports. It usually takes a long time or even days to find a research report on the original website, and it often takes several days to provide the relevant data needed by customers. From the customer's point of view, FTN hopes to improve the current situation, at the same time, it hopes to give customers a higher degree of personalization and provide interactive tools to facilitate users to evaluate their securities and make real-time trading decisions.
FTN uses Plumtree's enterprise information portal, configures advanced securities management applications, and provides services for 3,500 investment accounts around the world, and calls it "My FTN Finance". "My FTN Finance" provides real-time investment advice to corporate bank customers and credit union customers. Customers can check their securities status at any time and use analytical research tools and performance calculators for SP; In the "My Page" section of "My FTN Finance", customers can set their own recognized economic operation index and related indicators; In the research section, you can see timely research reports, market comments, suggestions from investment analysts, daily market observation and investment security research by credit strategists. The "My Institution" section contains applications customized and developed by FTN Finance Company for multiple institutional clients, with the logo of the institution showing all the securities held by the institution. The "My Institution" section provides customers with the following functions: securities trading behavior analysis, bond valuation, securities trading simulation, equivalence analysis, securities accounting, etc.
With the help of Plumtree's Enterprise Network Development Toolkit (EDK), FTN Finance Company's enterprise information portal was realized in only five months. After "My FTN Finance" is officially put into operation, the report that originally took more than five days to complete can be automatically generated by the system immediately, which greatly improves the efficiency of the company's operation and customer satisfaction.
Sally Pace, a spokesperson for FTN Finance Company, commented on the enterprise information portal implemented by the company: "Our goal is to make' My FTN Finance' a reliable and applicable portal program, which not only provides bond information, but also provides our customers with tools and information related to their daily work. The most satisfying thing is that it took us only five months to configure rich applications in this portal system. "
Abandon the original technology-centered portal view, combine the portal with enterprise-specific processes and functions, and establish an enterprise information portal driven by business functions and oriented by services.
Case 2: Ford's sales support portal-"Ford FDEALERPORTAL".
Improving the efficiency of sales team and increasing sales revenue is another important goal of enterprises, and configuring sales support applications in portal framework is also widely used. Sales support portal usually not only has the function of customer relationship management, but also includes reports from other systems to measure customer satisfaction, sales performance and inventory status, rich first-hand market information and interactive sales tools. The sales support portal allows dealers and salespeople to easily collaborate with other departments of the enterprise and release the latest news to other personnel of the enterprise at any time.
Ford Motor Company is a global automobile manufacturer with many famous automobile brands such as Ford, Lincoln, Mercury, Mazda, Jaguar, Land Rover, Aston Martin and Volvo. Ford Europe urgently needs a set of feasible solutions in business and cultural integration to meet the needs of dealers in 18 European countries. Because in the past, updating the dealer's data required a series of work such as data preparation, printing and sending, which took at least five days. The dealer needed to visit various independent terminal systems to find some key data, and the process was very complicated.
Subsequently, Ford Company implemented the "Ford Dealer Portal", which is available in 15 languages and serves more than 9,000 distribution outlets and more than 40,000 salespeople from 19 countries. The system can be customized according to the country, role, task, category and region where the dealers are located, and provides one-stop service for each dealer, including accessing the enterprise information system and obtaining key enterprise information and tools in real time. In the past, these contents could only be obtained in the form of paper documents.
"Ford Dealer Portal" provides single sign-on function, and dealers can easily obtain the information and tools needed for daily work without accessing various independent and complex enterprise information systems, which greatly improves work efficiency. As long as dealers enter this system, all related prices, products, maintenance, customer service and quotations can be used conveniently. At present, dealers can do the following through this portal system:
(1) View the authorization check and pricing guide;
(2) Ordering complete vehicles or parts;
(3) Read the latest news of auto news and auto loan service;
(4) Find the detailed information of auto parts, accessory data and customer satisfaction information;
(5) Finding the specification data and selling points of Ford's new products will help to improve sales efficiency.
The multi-language support and resource customization of Ford's dealer portal make the needs of dealers in different countries meet at the same time, and there is no need to implement an independent portal system in each country, which greatly saves funds and other enterprise resources. At the same time, through this portal system, Ford allows branches in various countries to personalize the portal on the basis of maintaining the overall effective control of the corporate brand and corporate image by the head office, which is more in line with local culture and creates a corporate atmosphere with local flavor.
Since the implementation of "Ford Dealer Portal", the company has saved about $4 million in corporate communication, mail and file delivery every year. At the same time, the workload of enterprise service center and call center is greatly reduced, and employees can focus more on other aspects.