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CRM at Oracle – Email Marketing

Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan

Vice President Senior Director Senior Manager, GPO IT Principal Consultant

CRM Systems Marketing Systems Marketing Operations Marketing Systems

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 decisions.The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Oracle Corporation

Solutions Offerings• Oracle Database• Oracle Fusion Middleware• Oracle Applications• Oracle Services• Oracle Servers• Oracle Storage• Oracle Operating System• Oracle Virtual Machine

Information Technology• Four major IT Functions

1. Applications2. Development 3. Traditional 4. On Demand

About Oracle

•US$26.8 billion in revenue for fiscal year 2010

•More than 370,000 customers worldwide

•More than 20,000 partners

•105,000 employees, including:

•35,000 sales & marketing

•16,000 support

Global CRM (GCM) Single Instance

• 1.8M Accounts• 20M Contacts• 20M Prospects

35,000 Internal users

• 72M Marketing Responses• 24M Sales Activities• 18M Marketplace Accounts

105,000 Territory Lookup users

300,000 Partner users

Partner Portal

145 Countries

10 Languages

Objective

• Global, consistent, streamlined, and scalable campaign to opportunity to quote processes

Approach• Go Native – 90% vanilla• Go Fast – 1 year to rollout• Consolidation/Centralization• Start Clean, Stay Clean• Standards based Integration• Drive value with BI

Oracle’s Global CRM ImplementationOptimizing Our Go-To-Market

Sales

Customer Data

Marketing

Partners

Global CRM Single Instance Ecosystem

Implementation planned

<Insert Picture Here>

CRM at Oracle – Email Marketing

Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan

Vice President Senior Director Senior Manager, GPO IT Principal Consultant

CRM Systems Marketing Systems Marketing Operations Marketing Systems

<Insert Picture Here>

Marketing Business Cycle

Global

CRM

Plan

Execute

Manage

Analyze

Siebel MRMPlanning and BudgetingDefine Marketing Initiatives

Create Funds & Allocate BudgetRequest & Approve BudgetCreate Plans & Programs

Campaigns/Os/Ts

Siebel MarketingList and Segmentation

Target AudienceBuild/Load SegmentsLaunch Campaigns

Email Marketing

OCH & Siebel MarketingResponse Management

Response CaptureQualificationAssignment

Lead Creation

CRM Analytics (OBIA) Closed Loop ReportingMeasure Marketing ROITrack Budget to ActualFact-based Planning

Marketing Business Cycle

eMarketing AppsMarketing Execution

Landing PadEvent RegistrationSoftware Download

Siebel Call CenterOpportunity Management

Opportunity ConversionOpportunity Progression

<Insert Picture Here>

CRM at Oracle – Email Marketing

Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan

Vice President Senior Director Senior Manager, GPO IT Principal Consultant

CRM Systems Marketing Systems Marketing Operations Marketing Systems

<Insert Picture Here>

Email Marketing

• Legacy email systems were custom, point solutions

• No integration with Siebel Analytics & Segmentation modules

• Minimal integration with Siebel Marketing

• Legacy email systems were running on antiquated hardware and software platforms making system administration resource intense

• Email list processes not well integrated

• Limited ability to execute multi-tier event driven campaigns

CHALLENGES

• Scalable, high volume delivery engine on standard secure platform

• Response tracking fully integrated

• Real time visibility into Email Marketing Campaign KPI’s

• Automated bounce handling

• Personalized and Conditional content

• Integrated with other Siebel modules

• Lower support costs

• Tighter integration with Mail Transfer Agent

CAPABILITIES KEY VALUE & BENEFITS

Siebel Email Marketing

• Centralized “bulk” outbound email send processes & systems

• Ability to fully support double byte characters – From Name & Email Creative

• Ability to execute recurring and/or triggered email communications

• Increased the effectiveness of our email list management process and email preference/consent management

• Out of the box support for tracking email opens and click-throughs

• Efficient review & disposition of replies

<Insert Picture Here>

CRM at Oracle – Email Marketing

Deepak Gupta Roger Rich Patrick McGavock Lavanya Ramakrishnan

Vice President Senior Director Senior Manager, GPO IT Principal Consultant

CRM Systems Marketing Systems Marketing Operations Marketing Systems

<Insert Picture Here>

Email Marketing

Siebel Email Marketing

Global CRM

Data Warehouse

Sun SolarisEmail Marketing

ServerOutbound

MTAMail Transfer Agent

ESDEmail Send Daemon

BHDBounce Handler Daemon

CTDClick Through Daemon Unsubscribes,

Opens and Related URLs

Inbound MTA Bounces

Outbound Email Internet

Integrated Business Intelligence