As a separate company, JMP can – and will – better serve our customers with more efficient business systems and processes.
We are rolling out many new business systems to replace SAS legacy systems. As a result, our customers will experience a more streamlined and intuitive process that makes buying and downloading JMP much easier.
“The new architecture is based in JMP processes, JMP requirements and JMP culture,” says Senior Enterprise Architect @fiona_kelly. “It is created for JMP and by the people at JMP, rather than adapting to SAS architecture.”
Past JMP Reports have highlighted these new systems, what they do (in broad terms) and when they will be implemented.
The JMP business system architecture
You may find it helpful to think of a collection of clouds – for commerce, legal, finance and development – working together seamlessly.
“The overall benefit is that all the systems will talk to each other,” says John Jones (@JonesieAtJMP), Director of Digital Operations. “Right now, each sales team works in Salesforce and Business Operations works primarily in other tools that are SAS-specific. Going forward, these tools will not only be unified, but they will connect back and forth.
“For example, if a customer detail is updated in Salesforce, it can update the contract, it can update the invoice, making it easier to string together the series of events on a given customer.”
An overview of the many business systems JMP will use and how they work together. Graphic courtesy of Ryan DeWitt.An overview of the many business systems JMP will use and how they work together. Graphic courtesy of Ryan DeWitt.An overview of the many business systems JMP will use and how they work together. Graphic courtesy of Ryan DeWitt.
Enhancing the customer experience
When we launch JMP 17 in October, we will deliver our software through My JMP, our new customer portal built on Salesforce Experience Cloud. “By JMP 17 we will deliver software through JMP systems to the majority of JMP customers,” says John. “The only exception is China, where we’ll continue to rely on existing processes.”
As @John_Sall has frequently remarked, the focus for all the new system changes at JMP should remain firmly on the customer experience, especially on guaranteeing that they will be able to download JMP 17 through the new portal. With that directive in mind, we are making the customer experience the top priority in the new projects and their timelines.
Starting with JMP 17, My JMP will dynamically present software administrators at our customer sites with the product version, installer and associated license files to which they are entitled. This will translate to an enhanced customer experience.
Software administrators will simply log in to the portal to see everything they need in one place without sifting through emails to find links and serial numbers or taking the extra steps to download JMP that are currently required due to our reliance on the SAS Download Manager. As a result, the average user will get the software they need much more quickly.
Ultimately, our customers will also find FAQs, Tech Support cases, a knowledge base and a direct link to the JMP User Community in the same place.
What does that mean for us?
Internally, we will see many benefits from adopting these systems and using them in concert. With Salesforce as our customer system of record, we will have a 360-degree view of our customer. We will understand their financial history with us, their marketing history and interactions, their sales and products, and all their contract terms.
“All these systems together tell us who our customer is and who they’d like to be to us,” Fiona explains.
Salesforce Team Manager @CandiceGervase adds, “For Sales, Operations, Legal and Finance, we’re also working on streamlining the entire quote to cash process, removing the manual effort by automating a lot of pieces – everything from leads coming into our system to creating an opportunity and quote for that lead right into the contract process where we can manage red lines, contracts and renewals – all in the same platform. Then those contracts sync directly from Salesforce to NetSuite for revenue recognition and auditing purposes. The flow is nice and easy, consistent and streamlined, and we’ve never had that before, but we will.”
Expect more information
This article is the first in a series describing the landscape of our new JMP business systems and how they will positively impact our customers. The next article will focus on fulfillment and the customer experience. Subsequent articles will cover steps in the quote to cash process.
You will learn more about the following processes and the systems that support them:
