NRMA, Coles tap Oracle for CRM, data warehousing

NRMA and Coles have chosen Oracle to help their businesses deal with customers and keep track of purchasing trends.

The National Roads and Motorists' Association (NRMA) and Coles have chosen Oracle to help achieve their business goals around customer relationship management (CRM) and trend reporting, respectively.

NRMA opted to use Oracle to achieve a single view of its members and customers, executive general manager for Membership and Brand David Lumb said in a statement. The decision to revamp its system came as the organisation began a renewal of its focus on customer experience, as it became apparent that the existing technology was not able to keep up with its new vision.

In addition to using Oracle's CRM system, which includes a loyalty-management component, NRMA will also be using Oracle's Real-Time Decisions offering to help automate decision making and recommendations for customers in real time while their interaction is occurring.

NRMA has also picked Oracle for a large proportion of its financial services. These include Oracle's E-Business Suite Financials for its back-of-house processes, tooling and performance management, Hyperion Planning for business operations analysis, and Business Intelligence for business process reporting and optimisation.

The systems will be run on Oracle Fusion Middleware, and make use of its Identity Manager product to ensure secure access. The implementation began in June, and is being carried out by Capgemini.

Coles' engagement with Oracle has revolved more around finding a way to meet service-level agreements (SLAs) in accessing and storing trend data across its 2,000 or so stores nationwide. Its implementation of Oracle's Exadata Database Machine and Enterprise Manager 12c has improved its database query performance four to six times, and has enabled the supermarket chain to store over 20TB of historical trending data.

The implementation was carried out under the eye of Coles database manager Chris Thompson, and took 12 weeks.