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We are excited to announce new updates to Platinum Support for 2018. There will be several major improvements - as well as some changes that will make Platinum Support easier for your customers to use and understand.

 

The key changes and improvements we have made include:

 

  1. Cloud and On-Premise versions - we’ve created two different Platinum support versions, based on your deployment model. Both versions include all of the enhanced support you expect from Platinum Support, like 24x7 support, access to dedicated customer success representatives, our best SLAs and more; and, now you can take advantage of deployment-specific benefits through Platinum, like managed upgrades for On-Premise, or Cloud Utilization Audits for Cloud.
  2. Dedicated Customer Success Desk - we’ve revamped our premiere customer support approach to deliver a dedicated customer success desk. When you call our 24x7 VIP phone hotline (available only to Platinum customers), you’ll now tap into a dedicated pool of success associates fully trained to respond to your support issues quickly and comprehensively.
  3. New Platinum Capabilities - we’ve added new Platinum benefits to make Platinum even better. New additions include:  preferred access to hotfixes and updates outside major release cycles, cloud utilization audits that alert you to risk of rogue traffic across applications, a revamped customer service desk, new product-specific GDPR Protect services, and more.

 

Current Platinum Support customers automatically have access to these improvements - and lose no benefits as a result of the creation of two versions based on product deployment model.

 

For more details on our deployment model  specific services please refer to Platinum Support Guide for Cloud Customers   Platinum Support Guide for On-Premise Customers 

 

If you have any questions, please contact Aurea Support or your account manager for more information.

As part of our consulting, sales and service processes are digitized, optimized and partially automated. Process efficiency is increased and employees are relieved of organizational tasks.

 

Our process design improves the preparation of quotes, the filling of documents or forms. We simplify, increase the quality of the output and ensure a seamless documentation in CRM. But, if one or more signatures from the customer are needed, we often have to leave the digital world. It is printed, shipped, passed around, signed and finally scanned again. This is not only time consuming, conversion and transparency are also lost.

 

With the solution from DocuSign, these processes can be massively shortened. For example, an offer is sent directly from Aurea CRM via DocuSign. As soon as the recipient opens it on a mobile device or desktop computer, the sales or service employee receives feedback in CRM and can offer help if necessary. The offer is securely signed within DocuSign and transferred directly back to the CRM. Within the CRM the follow-up processes are started automatically.

 

To make processes so easy and fast, ajco has created an Aurea CRM - DocuSign interface. Without changing from one system to another, users can take advantage of the digital signature process and quickly receive feedback in CRM including the finally signed documents. Of course, all processes can be individually adapted by our CRM consultants.

The testing of functions, processes and interfaces is crucial for the smooth introduction of CRM systems as well as their continuous development. In the past, copies of data from the production system were often used, especially in the B2B environment. The advantage: a realistic testing.

But should personal data be used for testing? The clear answer, not least by GDPR, is no. But how do you combine the requirements of the test management to be able to use realistic data with current data protection requirements?

ajco has built the anonymization tool "ajco nobody" for Aurea CRM, which anonymizes or deletes personal data. For example, first names and last names are simply replaced by random names, the date of birth is set to a random value, entries in unstructured data fields (the customer has a dog, loves red wine and is Bayern Munich fan) and history data is also removed.

"ajco nobody" uses the data model of the respective Aurea CRM installation, so that individual adjustments are recognized and considered.

If you are interested, we are happy to provide further information.

Dear customers and partners,

 

this is a final reminder to apply necessary changes to the ACRM and Campaign Manager (ACM) integration. According to the documentation the ACM Sync Middleware publishes event messages. You can configure multiple instances of CRM.Server to listen to one or more event queues. There are several event queues maintained by the ACM Sync Middleware. The event queues handled by the CRM.Server instance are configured using the <update.PlugIns.Lyris.SyncMiddleware.Consumer> element in the settings.server.xml file for the CRM.Server instance. The <consume> child node contains the name of the event queue the CRM.Server instance listens to.

 

By April 30 it mandatory to apply the new event queue name format:  <ORGANISATION UID>.VirtualTopic.<EVENT NAME>.   The Organisation UID can be obtained through our support team.

 

For example

 

If you need any additional help please reach out to our support team or your professional services representative.

We’re excited to announce that the Aurea Professional Services team launched a space dedicated to services for Aurea CRM on April 12, 2018 here in AureaWorks called Services - Customer Relationship Management (CRM).

 

In the new CRM Professional Services community, you’ll find information about how you can get more from your ACRM implementation, including:

 

  • Driving outstanding adoption - services packages to help maintain or extend your solution and leverage the best of our proven adoption methods.
  • Targeted, results oriented services packages that focus on the top requests from our customers – like our SAP Connector and Collaboration Accelerators
  • How to measure your CRM maturity and step-by-step plan to realize your business value
  • Ways to connect with the CRM Professional Services team, just leave your question in the CRM Professional Services community!

 

Make sure to follow the space in order to stay up-to-date with the latest news on Aurea CRM services.

 

Want to stay on top of all important news regarding CRM? Make sure you are also following:

  • the CRM Community to connect with other customers, ask questions and get general information about CRM (where you are right now!)
  • the CRM Hub to get exclusive updates on CRM
  • the Aurea Customer Hub to learn about company updates and events

Hello CRM community!

The General Data Protection Regulation (GDPR) will take effect in the European Union (EU) on 25 May 2018. As you may know, the regulation imposes broad data privacy protections for EU individuals and applies to any company that collects or handles EU personal data. At Aurea, data protection is of critical importance so we are committed not only to our own compliance, but also helping our customers address the GDPR requirements that are relevant to our products and services.

To stay up to date on Aurea communications regarding GDPR, CRM customers should follow the Aurea and GDPR Compliance space (Partners, please follow Aurea and GDPR Compliance - Partners).  If you are unsure how to follow a place, please see How to Follow Places in AureaWorks.

Just looking for the GDPR white paper for Jive customers? You can find them here:

 

 


If you have questions about GDPR, please reach out to your Account Manager.

Dear customers,

 

we are constantly seeking to keep our product quality high and provide frictionless operations for your IT teams and end users alike.

As part of these ongoing efforts we are also following 3rd party vendors' guidance on how to make best use of their products and services.

 

Hence, as part of our latest release ACRM 2018 (v11) we deprecated a set of MSSQL data types in favor of those recommended by Microsoft.

 

So, upon the first login to the win module after upgrade the following schema changes will occur:

 

  • image columns will be converted to varbinary(max)
  • ntext columns will be converted to nvarchar(max)
  • text columns will be converted to varchar(max)

 

During testing and QA we did not encounter any significant performance issues. However, some customers reported longer waiting times and - seemingly - stalled win modules before the schema changes were successfully applied.

 

This is mainly due to the fact that these customers had a combination of

  • a high number of (custom) fields using one or more of the the affected data types ()
  • a very high number of records using these fields (e.g. MA)

 

So, we strongly recommend to not (forcefully) end any win module and, in any case, have a database backup before performing the upgrade.

For any questions or concerns please reach out to our Support Team.

 

Thank you,

 

Michael Obermaier

I like this article from our Aurea customer ALLIANZ a lot - it's about digital transformation and how this effects and optimizes spreaded team structures or getting more agile and more transparent across organizational silos: Digital Transformation at Allianz. Allianz is using Aurea software in more than 70 subsidiaries and for more than 150.000 users - this is a wonderful example where we're working on to extend our Aurea CRM solution in 2018 to:  CRM is so much linked to customer data and customer processes that all the communication around those processes/rules and the working together for spreaded functions or teams (e.g. Sales and Services working on the same accounts etc.) is super essential.

 

These capabilities we'll add to Aurea CRM by using Aurea Jive as the communication and collaboration module. It helps internally to work together and it help externally (like this AureaWorks platform) to connect to end customers, find internally experts for different topics, collect knowledge, enable and engage the sales team etc.

 

I'm super excited that the first ACRM customers now start to use Aurea Jive via our Prime offering for free and using the kickstart packages of Platinum and our ProPacks to start with building up first use cases linked to their CRM.

Aurea ist eines der raschest wachsenden Enterprise Softwareunternehmen und CRM ist das Herzstück unserer Produktsuite. Wir haben eine herausragende Vision erarbeitet und daraus eine konkrete Roadmap für die kommenden Aurea CRM Versionen die wir Schritt für Schritt entwickeln. Dazu haben wir Ihnen – unseren Kunden – zugehört, als auch analysiert wie sich der CRM Markt verändert. CRM ist nicht mehr isoliert und losgelöst und unsere Enterprise Version kombiniert Elemente rund um Collaboration, Kommunikation, Marketing Automation, Business Intelligence, während wir den CRM Standard vorrangig weiterhin hinsichtlich der Themen Vereinfachung, Künstliche Intelligenz sowie Mobilität forcieren.

 

Hier stehen wir also mit den Themen auf die wir in 2018 fokussieren und die unser geliebtes Aurea CRM auf den nächsten Level heben wird:

  1. Investition in Stabilität, Performance und Modernisierung einiger Basis Komponenten (zB. Exchange Connector, MS Office Integration/Launcher, CRM.pad offline Synchronisation)
  2. Ausbau der Funktionalitäten rund um Mobilität, Vertriebsprozesse, Benachrichtigungen und KPIs in unserer Web und den mobilen Lösungen
  3. Erhöhung der Vertriebs-Produktivität durch bessere Zusammenarbeit (Sales Enablement), Kunden Insights (intelligente Erfassung von Marktinformationen), Marketing Automation sowie Integration von Informationsquellen

 

Für das letzte Thema werden wir nicht nur einfach unser CRM mit einigen Funktionalitäten erweitern, sondern werden marktführende Komponenenten und ganze Produkte wie Jive für Collaboration / Sales Enablement oder unsere CX_Messenger Plattform für die einfachere Integration mit Drittsystemen wie SAP integrieren (so wie wir es bereits mit dem Thema Email Marketing gemacht haben). Unser Mitbewerb kann solche umfassenden Erweiterungen - wie wir es hier als privates Softwareunternehmen tun - nicht anbieten (wie beispielsweise unser Prime Programm über das wir Ihnen eben Zugriff auf weiter Produkte ohne Lizenzkosten geben) und schon alleine daraus wird sich Aurea CRM weit vom Mitbewerb abheben.

Über unser Customer Success Programm sind wir sehr daran interessiert Use-Cases für diese neuen Komponenten gemeinsam mit ihnen zu erarbeiten – lassen Sie uns einfach wissen, sofern sie daran Interesse haben sollten.

 

Als weiteres Highlight werden wir Professional Services Propacks liefern, die analog zu vorgefertigten Modulen sofort aufkommende Herausforderungen wie Datenqualität, Connector Optimierung oder Benutzer/Administrator Trainings lösen.

Zu guter Letzt möchte ich sie ermutigen diese AureaWorks Community aktiv zu nutzen, um mit uns bei Aurea zu kommunizieren und Informationen auszutauschen. Fragen sie (in welcher Sprache auch immer sie wollen) nach Themen die sie interessieren, tauschen sie mit uns oder anderen Kunden Informationen aus, bringen sie neue Ideen ein und nutzen sie die Informationen hier um ständig über unsere Produktvision und Möglichkeiten Bescheid zu wissen!

 

Ich schaue sehr optimistisch auf ein tolles CRM-2018 und auf viele weiteren Jahre mit Ihnen als begeisterter Aurea CRM Kunde!

 

Christian

Throughout the last several years, we listened to you - our clients - and to how markets are changing. CRM is no longer isolated and our Enterprise Edition combines elements around collaboration, communication, marketing automation, business intelligence. Our AureaCRM Standard Edition is focused on  simplicity and artificial intelligence to support processes and mobility.

 

So here we are - these are the Roadmap topics we'll focus on in 2018 that will bring Aurea CRM to the next level:

  1. Invest in stabilization, performance and modernization of base components (e.g. Exchange Connector, MS Office integration/launcher, CRM.pad offline synchronization)
  2. Expand capabilities around mobility, sales processes, notifications and KPIs in our web and mobile solutions
  3. Enhance sales productivity by collaboration (sales enablement), account insights (collect market information), marketing automation and information integration

 

For the last topic, we're not just expanding our world-class CRM with new functionality, but in addition (like we did with email marketing) will integrate world-class solutions like Jive for collaboration/sales enablement, or our CX Messenger solution for smoother integrations of third party systems, like SAP. Our competition can't do the things that we as a private software company can do (such as use our Aurea Prime program which offers our world-class software to existing customers without additional software costs). Because of this and so much more, we are confident that this roadmap will set Aurea CRM apart from other solutions.

 

Through our customer success program we're interested in capturing case studies and specific use cases together with you. Let us know if you're interested in working together with us.

 

We've also created a set of  Professional Services Value Packs that deliver pre-defined services that can  immediately solve day-to-day business and technical challenges like data quality, connector optimization, or training.

 

Please continue to use the AureaWorks community to communicate and engage with us at Aurea. Ask questions (in whatever language you like), exchange information with us and other customers, bring in ideas and use the information here to stay aligned with the product vision and capabilities you can use from now on!

 

Looking forward to a great CRM-2018 and to many years with you as an Aurea CRM customer!

 

Christian

Vielen Dank dass sie Teil dieser AureaWorks Plattform sind, Ich freue mich hier unsere Konversation über Aurea CRM fortführen zu können.

 

Wie ich im Welcome Blog erwähnt habe, hat Aurea vor drei Jahren das Update CRM Geschäft (jetzt Aurea CRM) übernommen, um einen weiteren Schritt Richtung seinem ambitionierten Ziel - ein Weltmarktführer im Bereich Customer Experience zu werden - zu gehen.

 

Über die letzten drei Jahre hinweg haben wir viele internen Prozesse und Strukturen etabliert, während wir parallel die Vorteile von Aurea in unser Modell eingearbeitet haben. Einige Highlights:

  • Wir haben nun internationale Teamstrukturen die uns sehr viel in globalen CRM Projekten helfen
  • Wir haben ein skalierbares Entwicklungsteam mit wesentlich breiterem Technologiewissen aufgebaut, um so nicht nur CRM sondern auch damit verbundene Systeme und Prozesse abdecken zu können
  • Wir haben einen 24/7 Support aufgebaut, der sich schon in vielen geschäftskritischen CRM Projekten als essentiell herausgestellt hat
  • Wir haben die Enterprise Version mit einigen zusätzlichen Komponenten und absoluten Highlights auf den Markt gebracht
  • Wir haben unsere CRM Suite für die Anbindung und Erweiterung bezüglich anderer Produkte geöffnet und somit die Erweiterungen zu Customer Engagement und Customer Experience geschaffen
  • Wir sind einen gewaltigen Schritt weitergekommen hinsichtlich der Erneuerung einiger alten Update Sourcecode Teile, um diese auf die technische Basis für die nächsten 10 Jahre zu heben

 

Nicht alles ist während dieser Eingliederungsphase über die drei Jahre reibungslos verlaufen. Einige Punkte die ich oft von Ihnen direkt höre sind die Notwendigkeit eines besseren Informationsaustauschs, der Zugriff auf Aurea CRM Experten, Support in deutscher Sprache, mehr Informationen über unsere CRM Vision und die entsprechenden Roadmaps. Wir haben gut zugehört, und um diese Ziele bestmöglich zu unterstützen, haben wir daraus diese Engagement Plattform aufgebaut. Wir sind begeistert diese Community mit Ihnen gemeinsam zu leben und daraus resultierend eine noch intensivere Zusammenarbeit zu gewährleisten. Customer Relationship Management – meist für die Optimierung interner Prozesse genutzt- kombiniert mit direkten Kundeninteraktionen rund um das Thema Customer Engagement um daraus eine komplett neue Customer Experience aufzubauen, das ist was wir hier machen und wie wir auch zugleich die Zukunft von CRM sehen.

 

Aurea ist eines der raschest wachsenden Enterprise Softwareunternehmen und CRM ist das Herzstück unserer Produktsuite. Wir haben eine herausragende Vision erarbeitet und daraus eine konkrete Roadmap für die kommenden Aurea CRM Versionen die wir Schritt für Schritt entwickeln. "Stay tuned" für den nächsten Teil meines Blogs wo ich speziell auf die Roadmap für Aurea CRM und somit die Highlights für 2018 eingehen werde.

 

Ich freue mich über alle Fragen oder Kommentare - bitte einfach hier im Anschluss posten!

 

Christian

Thank you for joining us here in AureaWorks, I'm excited to continue our conversation about Aurea CRM.

 

As I mentioned in my Welcome blog, three years ago Aurea acquired the complete Update CRM business (now Aurea CRM) to further its goal of becoming the world market leader around customer experience.

 

Since then, we established new internal processes and structures while leveraging the benefits of Aurea. Some key milestones:

  • We now have international team structures which support our global CRM projects
  • We've built up an engineering team with much broader knowledge so we can support not just our CRM suite, but also all connected systems
  • We now provide 24/7 support for Platinum customers which is essential for many business-critical CRM solutions
  • We released the Aurea CRM Enterprise Edition version with additional components
  • We opened our CRM suite so we can connect to other products and extend our customer engagement and customer experience capabilities
  • We have made tremendous progress updating the Update source code to ensure that it is technically ready for the next decade

 

Not all was perfect during this transition period over the last three years. One of the points I often heard from all of you was the need for better information exchange, linking to Aurea CRM experts, German language support, more information about the CRM vision and roadmaps. We listened. To support this goal in the best possible way we created this engagement platform. And we're ready to use this community to build an even deeper relationship with you. Customer Relationship Management - mostly used to optimize internal processes - combined with customer-facing interactions around Customer Engagement to deliver a complete new Customer Experience, is what we do. This is the future of Aurea CRM.

 

Aurea is one of the fastest-growing enterprise software companies, and CRM is a centerpiece of its product suite. We've created an exciting vision which has led to a concrete Aurea CRM roadmap that we are releasing step-by-step. Stayed tuned for the next installment of my blog where I address the roadmap for Aurea CRM going into 2018.

 

I welcome any questions or comments, feel free to post them below!

 

Christian

On May 25, 2018 the General Data Protection Regulation (GDPR) takes effect in the European Union (EU). This new regulation imposes broad new data privacy protections for EU individuals and applies to any company that collects or handles EU personal data, regardless of the company's location.

 

Since we have only 5 more months ahead of us, I would like to share with you how Aurea is going to help our CRM and Email Marketing customers comply with GDPR through robust privacy and security protections in our products.

 

For the sake of simplicity I have only picked the most relevant topics with regards to GDPR compliance.

 

Encryption of personal data at rest and in transit

  • For our SaaS customers (CRM.web, Campaign Manager, hosted List Manager) we will continue to support client-to-server and server-to-server communication via SSL.
    On top of AWS' strong security and compliance framework we will offer an optional enforcement of database file encryption
  • For our on premise customers we recommend to take appropriate measures with regards to database file encryption (TDE) for their MSSQL and Oracle databases
    Specifically for CRM.web offline and CRM.client for Windows we suggest to look into disk encryption solutions such as BitLocker or 3rd party database file encryption for MSSQL Express (CRM.web offline) and SQLite (CRM.client).
    CRM.pad and CRM.client for iPhone have built in AES encryption.
  • For our on premise customers we also recommend to enforce secure client-to-server and server-to-server communication via SSL
  • For our on premise List Manager customers we will provide a software update to support Open SSL

 

In addition GDPR grants extensive rights to individuals as to how they can gain access to, request updates, or even deletion of their personal data.

  • Individual’s Right to Access and Review
  • Individual’s Right to Update Data
  • Individual’s Right to Erasure
  • Individual’s Right - Data Portability
  • Individual’s Right - Commonly Used Format
  • Individual’s Right - Consent
  • Individual’s Right - Data Retention

 

All of these individual's rights requirements are already supported today by all our CRM and Email Marketing products. However, some of them may require a certain amount of customizing.

 

Some of you might wonder why there is now another regulation besides the Privacy Shield agreement between the US and the EU. So, let's take a quick look at that as well, because it is important to understand the differences.

The General Data Protection regulation is a set of laws due to be enacted in the EU in 2018.  Privacy Shield is an agreement between the EU and US allowing for the transfer of personal data from the EU to US.

 

The GDPR has specific requirements regarding the transfer of data out of the EU. One of these requirements is that the transfer must only happen to countries deemed as having adequate data protection laws.

In general the EU does not list the US as one of the countries that meets this requirement.

Privacy Shield is designed to create a program whereby participating companies are deemed as having adequate protection, and therefore facilitate the transfer of information.

 

In short, Privacy Shield allows US companies, or EU companies working with US companies, to meet this requirement of the GDPR.

 

Of course, Aurea and Amazon both are active Privacy Shield participants to make sure your customers' data is in good hands and that you are compliant with current EU law.

 

In the upcoming weeks we will publish dedicated GDPR Whitepapers to share more information on our activities and to make sure you have all the information you need to be ready on May 25, 2018.

Dear Aurea CRM community,

 

many of you might still remember the time when former Aurea CRM owner update software AG encouraged clients, partners, and employees to join their Innov8 platform to post new feature requests, discuss and 'like' them, and ultimately see how those features would end up in the various products. Sadly, the latter soon became a very frustrating experience for many users as only a tiny fraction of those ideas actually found its way into the backlog, from there onto the road map, and finally into the product. Something users clearly did not like. (no pun intended ... well, a little, maybe)

I believe the most important reason why this otherwise great idea of "crowd sourcing" went wrong was the way how expectations were set.  That is why we want to take a different approach here.

 

So, let me answer the introductory question first: is this the right place to post feature requests?   The simple answer is no.

 

To post your feature requests please always use the Aurea support portal. This is the only place where we can accept feature requests, and from where they get forwarded to product management for evaluation and planning purposes. There are different factors that are taken into account to evaluate if a feature will be considered for the product backlog (a list of features that are considered to be implemented). However, there is a universal rule: Every idea has its time and its place. But regardless of how great an idea might be, if it does not fit into the overall product strategy or has only value to a very limited group of clients, investments are hard to justify.

 

Yet, there is a more complex answer to this question as well. We definitely want to encourage you to give feedback to our road map planning and also offer you a space where you can 'lobby' for your ideas. Hence, we will post the Aurea CRM road map of the upcoming 12 months here in AureaWorks in the next couple of weeks. We will also communicate the innovation themes we want to execute on, to give you clear direction on where we are going to invest in the product. And we'd love to get your view on that.  Furthermore, we will provide a new space here in AureaWorks that will allow you to post your ideas and to discuss them with peers from the Aurea CRM community. As mentioned before this should give you a chance to let others 'vet' your ideas, find people who have similar challenges - and maybe even a solution - or to simply lobby for something that you feel needs attention from the Aurea CRM product management team. However, to set expectations right we will put forward two important principles 1) there is no guarantee that ideas with 'many' likes automatically move into the backlog and 2) feature requests still need to be posted on the Aurea support portal in order to be considered by product management.

 

I'm thrilled to see how this new place will evolve and look forward to our discussions around the upcoming 12 months road map.

 

Michael

Welcome to AureaWorks, we are so excited to have you!

 

Let me introduce myself, I'm the Senior Community Manager here along with Sarah O'Meara. If you have any questions about how this place works and where to find things, feel free to ask.

 

We'd love it if you could introduce yourselves in the comments below. Feel free to share:

 

  • Your name and company (optional)
  • What's your favorite thing about the Aurea products you use
  • What you hope to get out of this community

 

We look forward to getting to know you!