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The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decision. The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle.
Oracle At-a-Glance
Globally #1 in Database #1 in Supply Chain Mgmt #1 in Customer Relationship Mgmt #1 in Human Capital Mgmt #1 in Industries
275,000 total customers 220,000 database customers 30,000 applications customers 30,000 middleware customers 17,700 partners 56,000 employees 14,000 developers 7,000 support staff
Agenda
1. Challenges in the Front Office 2. EBS 12 CRM Release Themes 3. The Solutions in EBS 12 CRM 4. Apps Unlimited Why it Matters 5. Why Oracle is a Great Partner for You 6. CRM Roadmap
Market
Sell
Order
Order Management iStore Advanced Pricing Configurator Quoting
Field Sales Marketing Trade Management TeleSales Proposals Partner Incentive Comp Management Sales For
Handhelds Sales Contracts
Enhance Usability
User Adoption
Lower TCO
Increased personalization
capabilities
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Case Management
Manage key activities related to cases / clients / involved parties and securely share information across geographies or agencies
Customer Support
Initiate service requests 24x7 plus interact with service reps online via new screens for internal & external customers
Field Service
Coordinate service delivery across time zones, schedule outsourced services globally, utilize digital maps to route reps
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Agent Desktop Low cost and secure entry into CTI Lower Total Cost of Ownership (TCO) Flexibility COD Client URL Push
Contact Center
Basic SDK
Add new offices, business units and users Extend to outsourced call centers Customers Extend existing Oracle deployments Use existing telephone assets Business continuity / Disaster recovery
PSTN
PSTN/ VoIP
Recording Monitoring
PSTN
Agents
CTI link
Message Transport
Contact OnDemand
12
Siebel
Customers, Suppliers, Products,
SAP
Standardize, cleanse
and enrich data
Broadvision
Legacy
*New in R12
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15
Market
Sell
Order
Order Management iStore Advanced Pricing Configurator Quoting
Field Sales Marketing Trade Management TeleSales Proposals Partner Incentive Comp Management Sales For
Handhelds Sales Contracts
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R12 Marketing
Complete Campaigns Workbench
OA Framework-based campaign
management & execution Support for end-to-end campaign management Enhanced & improved user flows to facilitate collaborative campaign setup*
Event-based Marketing
Simple and complex triggers for
customer state monitoring Analytics to determine customer insight and audit trigger effectiveness Out-of-the-box seed rules for support scenarios, including sales contracts
Inbound Marketing
Marketing, informational message in
iSupport Marketing cross-sell/upsell in Contact Center
R12 Sales
Enhanced Mobility
Outlook Email Interactions capture Extensible SMS and e-mail alerts
notification framework
Also New or Enhanced in R12 Look and Feel* Access Control by Transaction* Multi-Organization Access Control* XML Publisher* Opportunity Owner* & Territory
Administration B2C Selling Daily Business Intelligence Sales Manager Dashboard
F l a g fo r I n te ra c t i o n
*New in R12
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R12 eCommerce
Increase user adoption with
an enhanced user experience New look and feel* Optimized B2B and B2C check
out flows Improved order tracking user experience
*New in R12
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R12 Orders
Increase user adoption
with an enhanced user experience New look and feel* Enhanced ATP Sales Supplement Quote across business units Configurable defaulting rules
Improved Extensibility,
Security Improved install base and
service contracts integration
*New in R12
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Service
Public Services
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Only enterprise software service organization certified by J.D. Power STAR Awards Hall of Fame member with five Software Technical Assistance Recognition Awards since 1989 SSPA Award for Innovative Support, 2005 SSPA WebStar Awards2003, 2005 Best Customer Service Organization, International Business Awards Awards. 2005 Stevie Award for Best Support Team in EMEA
9 9 9 9
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21%
Process
17%
The most-critical success factors for implementing CRM are managing expectations, knowing the scope, choosing the right approach, focusing on end users, understanding your sponsors and balancing customizations to the software. - B. Eisenfeld, Gartner Research Note: Critical Success Factors for Implementing CRM, June 2004
User Adoption
Based on detailed analysis of Siebel deployments Input from over 17,000 end user interviews Interviews with project team, business sponsors, end users
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defined steps for customers to achieve business results Based on experiences with over 4000 customers and 3.5M users The only framework focused on customer facing solutions
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Oracle
Quality Cost Ease of use Technical Support Easy to do business with Innovative Company Overall Satisfaction 72% 43% 44% 53% 48% 75% 79%
SAP
55% 31% 27% 39% 29% 63% 67%
% respondents indicating a positive response Source: Walker Informations 2005 Hardware and Software customer loyalty report
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ORACLE: OPEN
9 9 9 9 9 9 9 9 9 9 9 9 9 9
Oracle is aggressively adopting standards to ensure that its software can be intermixed with other standards-based offerings. SAPs platform still relies on a number of proprietary SAP protocols and technologies, even as the vendor moves to adopt standards-based configurations. Summit Strategies Nov 2005
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33K 33K
2K2K
# Middleware Customers
MOST OPEN
Sources: Forrester Application Platform Wave (April 2005); Gartner Enterprise Application Server Magic Quadrant, Q2 2005; Oracle Survey 30 Results, 2005
Only Oracle
Lower Cost
Better Automation
Better Information
Consolidate data centers Administer fewer systems For each new flow,
leverage existing setups and reference data
Standardize, document,
and audit processes
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32
Provide enterprise-wide,
standards-based security - Single sign-on - Corporate directory - Access / identity management - Identity federation
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9 Accelerate systems
deployment
9 Preserve configurations
through upgrades
9 Eliminate costly
customizations
Flexfields User definable data key Folders User tailorable forms Workflow Configurable business process flow Custom Library Directory for customer extensions (forms) OA Framework / Forms Personalization Configurable page look & feel, navigation, tabs, fields, buttons XML Publisher Flexible report / document output
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Quickly integrate
Oracle EBS PeopleSoft Financials Custom Order Application
Manage system
BPEL Process Manager
Business Process Step 1 Step 2 Standard Interfaces Cross-application maps Step 4 Step 5
Step 3
Reduce connectivity
headaches with pre-packaged, standard interfaces for applications and legacy systems
Siebel CRM
Mainframe HR Application
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Support industry-standard messages Support standards-based XML documents Search and view available interfaces via powerful UI Automatically keep in step with source code via standard patching
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37
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Multi-Org Access
Increase the efficiency of shared services and single database operations with streamlined ACCESS, processing, &reporting across operating units
Belgium Perform multiple tasks across operating units (OUs) without changing responsibilities
Legal Entity
Holland
Legal Entity
Denmark
Legal Entity
Belgium
Operating Unit
Holland
Operating Unit
Denmark
Operating Unit
Single Responsibility
For Example:
Define and manage OUs from a central location View and manage customers across OUs Enter and pay invoices across OUs Receive goods across any OU Negotiate with suppliers for your enterprise, not just your OU
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40
Past 18 Months Version 8.9 Version 8.12 Version A7.3 & A8.1 Version 11i.10 Version 7.8
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Applications Unlimited
Stay on the Applications Product Line of Your Choice
Continued Product Releases Customer Driven Product Roadmaps Dedicated Development Teams No Forced Upgrades
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2010
SOA Enabled
Siebel 8.0 PeopleSoft 9.0 EBS R12 EnterpriseOne 9.0 World 9.1
Siebel 8.x PeopleSoft 9.x EBS R12.x EnterpriseOne 9.x World 9.x
Siebel 8.x PeopleSoft 9.x EBS R12.x EnterpriseOne 9.x World 9.x
APPLICATION INTEGRATIONS
Extend, Evolve
Oracle Application Integrations o Siebel On-Demand to EBS o Siebel Hosted Call Center to EBS
SOA Composite
o Siebel Order Capture to Oracle Order Management o Siebel CRM to i-Flex Banking Account Execution
FUSION CRM
Evolve to Fusion
SOA Native
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