CRM Software

SIEBEL OVERVIEW

What Is Siebel?
A complete Front Office solution with integrated suite of applications Sales force automation Telesales / telemarketing Marketing automation Customer service Field service automation

Siebel Integrated Enterprise

Call center

Open, Flexible Architecture

Web Site

Voice Phone E-Mail

Universal Access

Field Service Service

Sales Marketing

Direct

Support

Back-Office Integration

Meeting the Challenges of the Front Office

To succeed in the face of fluctuating global competition, companies need: Information shared quickly among all staff Fast access to available resources and faster ability to determine what resources are available Systems that are easily modifiable and customizable to meet future changes and growth

Siebel provides :

A closed loop cycle for data management. Intelligent automation tools and use of business rules based on best practices philosophy Multiple access methods through a logical layer representing common business objects

Closing the Loop

TeleBusiness Marketing Management Shared Marketing, Sales, and Customer Service Data and Processes Sales / Service Management Support Rep Field Service

Field Sales

Siebel Enterprise Applications

Siebel Enterprise Applications is a complete CRM solution which contains the following modules. Sales enterprise. Service enterprise. Call center. Marketing enterprise. Field service.

 WHY SIEBEL

Why Siebel
Comprehensive Opportunity and account management that fully supports team selling - Tracks each opportunity to sell =>Increased sales Visual pipeline management - Better planning => Profitability

Why Siebel
One button quote and proposal generation Quicker response => Faster closure of orders Complete marketing encyclopedia including product information,price lists,detailed competitive and decision support information - Right information at the right place at the right time => Increased Sales

Why Siebel
Sophisticated marketing analysis tools that enable precise customer segmentation Focussed approach => Increased Profit Measure, Monitor, and Track Marketing Strategies - Better planning => Lower wastage

Why Siebel
Support for operations in multiple regions Local language support (requiring a localized version of Windows) Ability to manage time differences Ability to support local business models Ability to meet local regulations

Technology Solutions for CRM

Agenda
1. How Does CRM affect Business? 2. What are the various components of CRM? 3. Details of the Oracle CRM Suite 4. Challenges in todays CRM Market 5. Demo of Oracle CRM

How Does e-ing CRM Make a Difference?

Increases Reach by Letting Customers Access the System. Results are :
Intermediaries are Forced Out Unless they are Adding Value Systems need to be Simple to Use, Deploy and Maintain Automation is a Must Security is an Issue!! System Scalability

How Does e-ing CRM Make a Difference?

Makes Sales People to be More Focused and Value Adding Lower Entry Barriers put Pressure on Margins Truly Globalizes CRM by
Allowing Customers to be Located Anywhere Allows Companies to Manage CRM across Geographies

How Does e-ing CRM Make a Difference?

Compels Companies to be More Flexible. For Example :
Allow Loyalty Programs Across Brick and Mortar, Catalog and Web Stores Allow Customers to Alter Dates Till Late in the Order Cycle Allowing Customers to Use Different Media to Seamlessly Transact With Us Frequently Introduce New Schemes, Discounts, Freebies etc.

How Does e-ing CRM Make a Difference?

Puts Pressure on Delivery Systems by :
Allowing Customers to Customize Products and Services Allowing Customers to Choose Delivery Dates Within Limits Increased Customer Switching and Competitive Product Launches Affect Forecast Accuracy

How Does e-ing CRM Make a Difference?

Throws up New Opportunities for :
Collecting and Using More Customer Touch Points Advertising Products and Services Increasing Sales Through Cross and Up Sells Reducing Costs and Time by Doing Away With Intermediaries and Information Handovers

Bottom Line is .
CRM has to be Far More Flexible Systems Need to be Simplified and Automated Move from Transactions to Business Intelligence

Components of CRM
Marketing Sales Service Call Centre E-Commerce

Marketing Automation
Management pains:
I spent $20 million on marketing. What was my return ? More and more people are coming through my web site. Who are they and what do they want ? I have 4700 business cards in my fish bowl. Where do they go ?

Marketing
Events & Seminars
Collateral

Products, Promotions & Incentives

List Management

Campaign Management Lead Management Goals, Objectives & Metrics

Marketing Intelligence

Sales Automation
Management pains:
Why cant I get my global sales forecast when I need it ? How do I assign my 1000 qualified leads into the sales channel ? Am I compensating my top sales reps appropriately?

Sales
Marketing Encyclopaedia Compensation Account & Contacts Opportunity Management Forecasting

Administration
Territories Order Management

Selling Intelligence

Service Automation
Management pains:
How can I deliver consistent quality service? How do I reduce my cost of service inventory ? How many more times do I have to dispatch a field engineer for the same problem before they fix the product ??

Service
Customer

Products
Contracts Billing

Support/Defect Knowledge

Spares & Logistics

Work Force Mgt. Field Service

Depot/RMA

Service Intelligence

Call Centers
Management pains:
How many agents do I need and when ? Why are my agents silod by functionality or channel ? How do I efficiently route the customer to the right agent ?

Call Centre
Virtual
IVRU / ACD Multi-Media Access Full CRM & ERP Integration Intelligent Routing Call / FAX Back Support

Enterprise-wide Statistics Scripting Task Management

Marketing, Selling & Service Intelligence

E-commerce
Management pains:
How do I integrate my web store with my enterprise applications ? How do I go from transactions to 1:1 relationships ?

E-commerce (Sales & Support)

Walk-in Identification Collaboration

Knowledge Base
Shopping Cart Products / Pricing

Payment
Fulfilment Collections FAQ Site

Sales & Service Intelligence

Trouble Management

Internet Business Practices

How Many Leads Did Marketing Generate? What is the Sales Global Forecast? How Much Contract Revenue is Leaking? What is Most Profitable Support Medium?
Integrate Marketing, Sales and Service Integrate Web, Call Center, Face-to-Face Integrate to Back Office

Few can eat the elephant in one bite.

Analytical Applications

Marketing Intelligence

Oracle CRM E-Business Suite

Customer Intelligence Sales Intelligence Sales Online Field Sales Resources Notes Interaction History
Service Intelligence Field Service

Call center Intelligence Service Contract Contract for Rights

Business Applications

Marketing

iStore

TeleSales Partner (POL)

iSupport

Depot Repair

iMarketing

MES

iPay

Incentive Comp

Customer Support

Advance Contracts Scheduler Mobile Spares Field Mgt Service

Universal Work Queue CRM Foundation Tasks MES/Knowledge Base Call Center Interaction Channels E-Business Foundation E-Business Platform
Multimedia Telephony Mgr Call Center Connectors Predictive Dialer Scripting

Territories Calendar

Assignment Engine 1-on-1 Fulfillment

Attachments

Order Capture

Email Center

Web

Mobile (Laptop, PDA, WAP)

Common Application Architecture & Schema eBusiness Platform

Examples of Architected eBusiness Integration Campaign Budget, Marketing spending

Marketing Online to General Ledger

Offers and Pricing

Marketing Online to Inventory Marketing Online to Pricing

Lead to opportunity
Marketing Online to Sales Online/Telesales/iStore

Opportunity and Quote Sharing

SalesOnline/Telesales/iStore

Configure Items
SalesOnline/Telesales/iStore to Configurator

Product Availability
SalesOnline/Telesales/iStore to Inventory

Marketing ROI
Marketing Online to Order Management to Receivables

Examples of Architected eBusiness Integration

Support Entitlement
Teleservice to Installed Base to Service Contracts

Support billing and renewals

Teleservice to Service contracts to receivables

Self service support to field dispatch

multichannel : isupport/Teleservice/Mobile Field Service

Service Request to return

isupport to order management

Repair to Installed base

isupport/Teleservice/Mobile Field Service to installed base

360 degree view of customer

all customer interactions/transactions, assisted and unassisted in single repository

The Emphasis on Efficiency

Marketing Face-to-Face
Plan to Campaign Campaign to Results

Sales
Plan to Incentive Oppty to Forecast Call to Order

Service

Contract to Renewal

Call Center

Click to Service Click to Order Click to Service

Web

Problem to Resolution

Oracle CRM Customers

Airbus Industries Cisco Beneficial Life Chartered Semiconductor Citibank, Citicard TataTeleservices Satyam Infoway Hewlett Packard EMC Oracle Corporation Officefurniture.com Specialized Cycles Papa Johns Wolfarm Research US Deptt. of Transport Staff Leasing Retailer Market Exchange

 Integration of disparate systems

Front Office to Back Office Multi-Channel Different data models

Challenges in Todays CRM Market

Multiple, inconsistent architectures Unsynchronized system upgrades Higher customer expectations

If you play a chess game and look only

at your pieces, you will likely lose

The Integration Nightmare

Marketing Valex Epiphany Rubric Paragen Prime Response CTI / Call Center Genesys Dialogic/Intel Melita Davox ACD vendors IBM Lucent (Mosaix) Geotel/Cisco Graham Tech. Sales Vantive Onyx Siebel Trilogy Service Vantive Siebel Clarify Astea RTS Metrix Intelligence SAS Cognos Brio/SCRIBE Actuate Business Objects ERP Baan/Aurum SAP PeopleSoft

Configuration Trilogoy Calico Aurum/Baan e-Mail eGain Kana Brightware

e-Commerce Broadvision OpenMarket IBM Netscape Intershoppe Microsoft

What is happening to niche vendors today?

Alliances or Acquisitions Kit Solution Limited footprint Heavy Customization Least common denominator integrations

Out-of-Business or Get Acquired

Rewrite of kit solution integrated

No coordination of upgrades
Failure of Alliances

A Modular, Architected Solution

Marketing Sales Service Intelligence

Foundation Modules

CTI / Call Center

Enterprise Customer Data Model Single Technology Stack

ERP

Configuration

e-Commerce

e-Mail

360o Data Entry vs 360o View of Customer

Kit Solutions
Marketing
Interaction Channels Customers Territories Calendars Work Queue Installed base Knowledge base Interaction History
Marketing Intelligence

Oracle
Customer Intelligence Sales Intelligence
Service Intelligence Field Depot Call center Intelligence

Marketing

iStore

Sales TeleSales iSupport Service Repair Online Advance Partner Scheduler Contracts (POL)
Field Incentive Sales Comp
Teleservice

Service Contrac t

Sales
Interaction Channels

Customers Territories Calendars Work Queue Installed base Knowledge base Interaction History

iMarketing

MES

iPay

Mobile Spares Field Mgt Service

Contract for Rights

Universal Work Queue Tasks MES/ Knowledge Base Call Center

Resources Notes Interaction History

Territories Calendar Attachments

Assignment Engine 1-on-1 Fulfillment Order Capture

Service
Interaction Channels

Customers Territories Calendars Work Queue Installed base Knowledge base Interaction History

Multimedia Telephony Mgr Call Center Connectors Predictive Dialer Scripting

Email Center

Web

Mobile (Laptop, PDA, WAP)

Common Application Architecture & Schema eBusiness Platform

All vendors have the same Sales Pitch

Customer consistent experiences
Customer loyalty 1-to-1 marketing Increase revenues Business intelligence Closed-loop marketing Increase efficiencies 360o customer view

We are the Best !!

Unassisted sales
Channel collaboration eBusiness Suite Great presentations

Sales Pitch
How to make the difference ?

Success stories

Difficulties to select a vendor

It is difficult to evaluate applications.

They are big and complex All vendors come up with spectacular sales pitches, shows and demos. It just cannot be true Dramatic lack of objective information Selection processes never enable to validate everything and to make a secured decision We know that all the risks are ours Each time we sign a contract, the hands tremble

What can we do ?

Experience of Large Companies

Over years we made inconsistent Point
Solution purchases Today we have a puzzle of software that do not talk to each other Some have interfaces that are difficult to maintain and we often have data integrity issues Others just do not communicate We cannot provide Channel Collaboration and 360o Customer Interaction Our customers are not willing to be exposed to segmentation inside our organization
Building component by component lead to desintegrated information

Select a CRM Vendor

Corporate Strategies eBusiness Initiative Big Picture or Point Solution Solution Architecture Operations Functionalities

What is the right level to make a choice ?

Selecting a CRM Vendor

Corporate Strategies:
Select a Solution that provides the right infrastructure to boost Strategic objectives.

At medium level, eBusiness Initiative:

Start a path or add components into an eBusiness initiative vs. enhance solutions that limit efficiencies and multiply the cost

Big Picture or Point Solution

Buy apps. that are compliant with the company apps. vision and strategy to build coherent systems vs. a piece of software to satisfy point requirements and do not collaborate with the rest

Selecting a CRM Vendor

Solution Architecture
Buy pieces that can grow into a coherent eBusiness Solution The more CRM initiatives you launch, more collaboration with other CRM components and back office products

Operations / Functionalities:
Validate that the features/fonctions of the Solution are compliant with the daily operations of the company. Examples:
The

product may have outdated client-server architecture that will limit the path into the New Economy and will need to be replaced in the mid-term. You may select a great Marketing tool but it does not collaborate with the Sales application, and add one more customer file into the company.

Evaluation criteria
Product fit Global Support 24*7*365 Expertise Level Success Stories Evaluation des Marches Financiers

Local Consulting Expertise Level

Evaluate Vendors
R&D effort

Costs Licences/Maintenance

A Solution Path Status and Vision of the Vendor Analysts Product completeness Assessment Global Products and deepness Long term reliability Risks of fashions Operation costs Risks reduction TCO Upgrade difficulties Up-to-date Architecture Architected vs. Intgration Avoid Emulation Layers Re-write maturity Functional dependencies of acquired products Global Vendor by Alliances

Architecture across Front / Back Office from different vendors

Customer & Credit Pricing Promotions Discounts Human Resources

Catalogue

Inventory

Customer & Credit

Catalogue

Inventory

Pricing Promotions Discounts

Limited functionality
Online Payment

Procurement Planning ATP

Sales Compensation

Sales

Manufacturing

Sales Intelligence

Receivable

CRM ERP

Shipping

Invoicing

Integrating Front Office components or Front / Back Office from different vendors
It was HUGE and LONG but now we have our Front Office and Back Office running together

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