IEEE is the world’s largest organization dedicated to advancing technological innovation and excellence for the benefit of humanity. IEEE and its members inspire a global community through IEEE’s highly cited publications, conferences, technology standards, and professional and educational activities. A 501(c)(3) organization, IEEE has more than 400,000 members from more than 160 countries and more than 1,300 standards and projects under development. In addition the organization publishes more than 150 standards, journals, and magazines, and it sponsors more than 1,200 conferences.
To manage hundreds of thousands of members and transactions, IEEE required a comprehensive customer relationship management (CRM) system that was easy to use for internal stakeholders and external customers. IEEE’s previous application had a poor user interface that limited the end-user experience. For example, new members had to fill out seven pages of information online to successfully join IEEE. In addition, it was difficult for customers and members to update profile information. Accessing purchase history and downloading purchased articles was disjointed, as well.
To develop an intuitive user experience for 1.6 million end users and internal stakeholders, IEEE implemented IEEE Business Platform (IBP), its next-generation e-commerce platform using Oracle’s Siebel Customer Relationship Management 8.1 as the back-end. The new system is now much easier for current IEEE members and prospective customers to use. Customers can now easily browse a catalog of options—including different memberships and subscriptions—and the system’s process flows to automatically price the products and services the customer chooses, based on various criteria. When a customer decides to join IEEE, he or she now only has to fill out a one-page application. In addition, once the transaction is completed, instant fulfillment is just a click away—as opposed to the old system’s disjointed integration with IEEE’s digital library.
After reviewing many options, IEEE chose to work with Oracle Consulting to upgrade to Siebel CRM 8.1. It completed the upgrade in May 2011 and concluded the rest of the IBP implementation in March 2012. The project came in under budget.
“We have had no issues with the system since completing the implementation. Our internal users are very satisfied with the system, and we have processed more transactions between April and June than in previous years. We are prepared for the upcoming peak season with the IEEE Business Platform (IBP) project and Oracle’s Siebel CRM,” said Dr. Alexander Pasik, chief information officer, IEEE.