Customer Relationship Management overview

Customer Relationship Management V1.0 provides prebuilt templates that streamline synchronizing information related to customer relationship management processes such as clients, bill handling, and suppliers and contracts, across Enterprise Resource Planning (ERP) and Customer Interaction Management (CIM) systems.

The following collaboration templates are included:

Collaboration for Billing Inquiry

The Collaboration for Billing Inquiry enables a company's applications to share billing information. If those applications have web access capability, the BillingInquiry collaboration can be used with the IBM WebSphere Integration Server Express Plus Access for web retrieval.

For detailed information about this collaboration, see BillingInquiry collaboration template.

Collaboration for Contact Manager

The Collaboration for Contact Manager consists of a set of collaboration templates that manage contact information across enterprise applications.

For detailed information about each collaboration template, click the name of the collaboration template in the first column of the table below.

Collaboration template Description
ContactSync Synchronizes data about specific customer contacts between a source application and a destination application.
ContactWrapper Standard intermediate collaboration template for synchronizing contact data.

Collaboration for Contract Sync

The Collaboration for Contract Sync, in conjunction with other objects and collaborations, specifies a common process for maintaining and synchronizing contract information across all systems that use it. This synchronization enables a common view of Contract information throughout the organization.

For detailed information about this collaboration, see ContractSync collaboration template.

Collaboration for Customer Credit Manager

The Collaboration for Customer Credit Manager sends customer-specific credit account balance data from an application that owns and maintains credit account information, such as an Enterprise Resource Planning (ERP) application, to a Customer Interaction Management (CIM) or similar application.

For detailed information about this collaboration, see CustomerCreditManager collaboration template.

Collaboration for Customer Manager

The Collaboration for Customer Manager consists of a set of collaboration templates that synchronize customer account data across multiple applications. Each of these applications supports a different business function, which can include customer care, order management, billing, and provisioning.

For detailed information about each collaboration template, click the name of the collaboration template in the first column of the table below.

Collaboration template Description
CustomerPartnerSync Specifies a common process for maintaining and synchronizing customer entities that are related to the SoldTo customer.
CustomerPartnerWrapper Standard intermediate collaboration template for synchronizing CustomerPartner data.
CustomerSync Specifies a common process for maintaining and synchronizing customer information across all systems that use it.
CustomerWrapper Standard intermediate collaboration template for synchronizing Customer data.
SiteSync Specifies a common process for maintaining and synchronizing site (a representation of the location where an organization's products have been installed) information across all systems that use it.
SiteWrapper Standard intermediate collaboration template for synchronizing Customer data.

Collaboration for Installed Product

The Collaboration for Installed Product consists of a set of collaboration templates that manage information related to an install base and corresponding products.

For detailed information about each collaboration template, click the name of the collaboration template in the first column of the table below.

Collaboration template Description
InstalledProductSync Helps represent an install base so that front-office users and back-office applications know what products are installed at which customer sites.
ProductInstallation Used in combination with InstalledProductSync as part of a Service Management or Customer Service business process.

Collaboration for Vendor Manager

The Collaboration for Vendor Manager consists of a set of collaboration templates that help maintain and manage consistent vendor information across the enterprise.

For detailed information about each collaboration template, click the name of the collaboration template in the first column of the table below.

Collaboration template Description
VendorPartnerSync Moves vendor partner data from one application to another.
VendorSync Specifies a common process for maintaining and synchronizing vendor information.
VendorPartnerWrapper Standard intermediate collaboration template for synchronizing vendor partner data.

Installing the Collaboration Capacity Pack

Customer Relationship Management V1.0 is a component of the Collaboration Capacity Pack for IBM(R) WebSphere(R) Business Integration Server Express Plus. For information about installing collaborations, see the WebSphere Business Integration Server Express Installation Guide located in the IBM WebSphere Business Integration Server Express Infocenter at the following site:

http://www.ibm.com/websphere/wbiserverexpress/infocenter

Capacity Packs can be installed with the IBM WebSphere Business Integration Server Express Plus product. Capacity Packs are not available with the IBM WebSphere Business Integration Server Express product.