Oracle Application Strategy CRM

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Oracle Applications Strategy COMPLETE CHOICE

Siebel Customer Relationship Management

Vishakha Mittal - Solution Consultant- CRM

16th

Sept 2011


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The following is intended to outline our general productdirection. 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 makingpurchasing decision. The development, release, and

timing of any features or functionality described for

Oracles products remains at the sole discretion of

Oracle.

Safe Harbor Statement


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3

Tata Motors & Hero Honda Indias biggest automobilecompanies serves its Customers/Dealers on Siebel CRM

Bayer, Glaxo & MSD global/Indian pharmaceuticalcompany manage medical sales on Siebel CRM

TCS India largest IT services exporter enables sales &marketing with Siebel CRM

Oracle Siebel CRMEnterprise Segment

Did You Know?

Bajaj Electricals Indias largest appliances companyenables sales using Siebel CRM

Kotak ,Bank of Baroda, NIA, NIC financial servicesinstitutions manages customers on Siebel CRM

Majority of Indias mobile services providers Airtel,

Vodafone, Aircel, IDEA use Oracle/Siebel CRM to servetheir customers
http://www.google.co.in/imgres?imgurl=http://www.mapsofindia.com/maps/india/india-flag.jpg&imgrefurl=http://www.mapsofindia.com/maps/india/national-flag.htm&usg=__wczej7a3Ze-KWWg72sG6gQvbTEw=&h=300&w=449&sz=16&hl=en&start=1&zoom=1&um=1&itbs=1&tbnid=f6QYQupJaZjlNM:&tbnh=85&tbnw=127&prev=/images%3Fq%3Dindia%2BFlag%26um%3D1%26hl%3Den%26rls%3Dcom.microsoft:*%26tbs%3Disch:1


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Oracle Siebel CRM

COMPLETE CHOICE FOR EXISTING & NEW CUSTOMERS

1. Industry Solutions Sets

2. Upgrade To New Release


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Complete Choice

Upgrade 8.xSolutions

Oracle Siebel CRM

Suite

Family

Module

Integrations


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6

The Siebel CRM Ecosystem

CustomerService

CustomerSelf

Service

TroubleMgmt

CallCenter

MarketingExecution

Segmentand

Targeting

CustomerRetention

PricingMgmt

ProductLifecycle

Mgmt

CommonProductCatalog

OrderLifecycle

Mgmt

IncentiveComp

FieldSales

ChannelSales and

Support

PartnerLifecycle

Mgmt

FieldService

Retail

Enterprise

Data Sources TransactionalSiebel Billing

ERP

Order HR

Customer Acquisition &

RetentionCustomer-Driven

Service

Customer Order

Management

Sales Force

Effectiveness

Partner

Management

Field

Sales

Web/

eMail Partners

Call

Center

Direct

Mail WirelessPOS/

ATMs

Bills &

StmtsRetail

Stores

Enterprise Analytics Platform

Consolidated Customer Information

Customer
http://www.reuters.com/http://localhost/var/www/apps/Customers/kfitzger/Local%20Settings/rsachdev/7.7%20Release/Presentations/Documents%20and%20Settings/cnewton/Local%20Settings/Temporary%20Internet%20Files/Temporary%20Internet%20Files/Documents%20and%20Settings/cnewton/


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Industry Specific CRM Solution


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SOLUTION SETS
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Communications , Media & Energy

Oracle / Siebel CRM Customers
http://www.google.co.in/imgres?imgurl=http://3.bp.blogspot.com/_ObDlluez94U/R_yHivH6iTI/AAAAAAAAAI8/jbTUiFYmMh8/s400/SunDirect-Logo.jpg&imgrefurl=http://infospice.blogspot.com/2008/04/sun-direct-indias-first-mpeg-4-dth.html&usg=__C48woRVI5HGqQe0-Zb-TzSEax90=&h=58&w=126&sz=5&hl=en&start=2&zoom=1&um=1&itbs=1&tbnid=FMnPeBdm6-smPM:&tbnh=41&tbnw=90&prev=/images%3Fq%3DSun%2BDirect%2Blogo%26um%3D1%26hl%3Den%26rls%3Dcom.microsoft:*%26tbs%3Disch:1&ei=vwSDTZq3DIiP0QGNjuTMCAhttp://www.google.co.in/imgres?imgurl=http://karthikhce.files.wordpress.com/2008/10/tatasky_logo1.jpg&imgrefurl=http://karthikhce.wordpress.com/2008/10/19/tata-sky-has-now-launched-the-pvr-technology/&usg=__RA309ywyF1-8nZE6vhk5iM6s270=&h=213&w=600&sz=25&hl=en&start=1&zoom=1&um=1&itbs=1&tbnid=JYA8Vj6fn8y5hM:&tbnh=48&tbnw=135&prev=/images%3Fq%3DTata%2Bsky%2Blogo%26um%3D1%26hl%3Den%26rls%3Dcom.microsoft:*%26tbs%3Disch:1&ei=ngSDTfjCHeOV0QGeqdnICAhttp://www.google.co.in/imgres?imgurl=http://telecomtalk.info/wp-content/uploads/2009/03/idea-logo.jpg&imgrefurl=http://telecomtalk.info/idea-slashes-std-tariff-in-up/5233/&usg=___mBJ9g34rmS-hqV50E8ITCq-H9E=&h=123&w=200&sz=5&hl=en&start=1&zoom=1&um=1&itbs=1&tbnid=rG0XF1sVLrfP2M:&tbnh=64&tbnw=104&prev=/images%3Fq%3DIDEA%2Blogo%26um%3D1%26hl%3Den%26rls%3Dcom.microsoft:*%26tbs%3Disch:1&ei=gASDTauuJOLj0gH72p29CAhttp://www.google.co.in/imgres?imgurl=http://3.bp.blogspot.com/_1cdyX-FjuSU/S7A9j5OJrbI/AAAAAAAAA6A/zblI0oB0b9Q/s1600/uninor.jpg&imgrefurl=http://kontemplations.blogspot.com/2010_03_01_archive.html&usg=__EiwK0LDSA2JYkYs35oBsR3oVftM=&h=373&w=700&sz=40&hl=en&start=3&zoom=1&um=1&itbs=1&tbnid=TYDIYk3rxf8M9M:&tbnh=75&tbnw=140&prev=/images%3Fq%3Duninor%2Blogo%26um%3D1%26hl%3Den%26rls%3Dcom.microsoft:*%26tbs%3Disch:1&ei=XQSDTZTxK-ef0AGPtrzGDwhttp://www.google.co.in/imgres?imgurl=http://www.mrxpert.mobie.in/images/aircel_logo1x5.jpg&imgrefurl=http://www.mrxpert.mobie.in/AIRCEL%2520TRICKS&usg=__MV6d-DV_2QAB9GWVOYqQak442mE=&h=216&w=1068&sz=30&hl=en&start=2&zoom=1&um=1&itbs=1&tbnid=1x-JmdlDg9wFGM:&tbnh=30&tbnw=150&prev=/images%3Fq%3DAircel%2Blogo%26um%3D1%26hl%3Den%26rls%3Dcom.microsoft:*%26tbs%3Disch:1&ei=OgSDTdCpPMPB0QG5g5DICAhttp://www.google.co.in/imgres?imgurl=http://gallery.techarena.in/data/516/vodafone-logo.jpg&imgrefurl=http://gallery.techarena.in/showphoto.php/photo/22283&usg=__4DQc1ziXoAFDJIBm0bPix9z_6PA=&h=252&w=314&sz=32&hl=en&start=2&zoom=1&um=1&itbs=1&tbnid=XYCZzsf94HzizM:&tbnh=94&tbnw=117&prev=/images%3Fq%3Dvodafone%2Blogo%26um%3D1%26hl%3Den%26rls%3Dcom.microsoft:*%26tbs%3Disch:1&ei=1gODTdziF6y90QHI28zZCA


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Automotive


Centralized Dealer Management System

Visibility in to Dealer OperationsSales, Service, Vehicle & Spares Inventory, Analytics

Dealer Org Structure, User Management & India Localizations

Showroom log

Process standardization across dealers

Dealer Analytics

Collaborative sales


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Banking & Insurance


Siebel Branch Sales and Service

Sales

Account OpeningServiceRelationship ManagementMarketing & Analytics

Siebel Insurance

Intelligence Driven MarketingNew Business AcquisitionDistribution ManagementCustomer CareClaims Processing


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Consumer Goods


Trade & Promotion Management

Dealer On-Boarding & Profile MaintenanceDealer Stock Visibility

Service : Call Center, Field Service through franchisees

Retail Execution : Handheld Order Booking, Stock Check etc


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Life Science


1 Plan the Day 2 Visit aCustomer

Site 3 Setup a

SampleDrop

4 Get SampleSignature

5 Deliver FullDetail

Presentation

6 CompleteCall Report

7 Sync Records& Content


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Professional Services



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Complete Choice


Oracle Siebel CRM

Suite

Family

Module

Integrations

Gain Greater Business Value

Lower Costs

Reduce Time to Value


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Why Are Customers Upgrading to Siebel 8?

L

OWER COSTS

R

EDUCE TIME TO VALUE

G

AIN GREATER BUSINESS VALUE

___________________________

SIEBEL


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Increase Employee Productivity

CRM Deskt op & Mobi le Sales Ass istant, Task Based UI

Quickly retrieve and update

information at point of contact

Access CRM data offline

Increase user adoption

Reduce navigationalcomplexity

Easily pause and resumetasks.

Increase user efficiency andreduce errors


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Know Your Business

Analyze effectiveness of pricingstrategies

Identify the most profitablecustomers

Ensure loyalty of most profitablecustomers

Embedded CRM Analyt ics

Marketing , Sales, Serv ice, Partner, Loyalty


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Know Your Customer Better

Segment customers by valueand needs

Deliver relevant, differentiated

experiences at every interaction

Offer personalized incentives to

drive desired behavior

Siebel Loyalty


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Lower Costs

Minimize the need forCustomizations

Build Once, AccessAnywhere M/E/G

Simplify Integrations(enhanced webservices ,prebuilt PIP)

Empower businessusers to createbusiness rules (OPA)

Guide users throughkey task flows

Access informationthrough familiar apps.

Minimize trainingneeds

Automate manualprocesses andminimize downtime

Leveragevirtualization benefits

Improve OperationsScalability

Installation,Configuration,Operations,Upgrades,Performance,Testing,Integration

V l Add d i 8 X


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Release Summary

Siebel 8.0 (2007)

Siebel 8.1.1 (2008) Siebel 8.2 Public Sector (2010)

Deep Industry Public Sector Social Services Consumer Packaged Goods Trade Promotions Deeper Loyalty for Travel & Transportation and Retail CRM Offline Client and PCD or Life Sciences Financial Services Order Management Communications Order to Activate AIA High Tech Service Transformation Warranty Management Enhanced B2C and B2B Telecom EBPP & Analytics

ContinuedInnovation

Mobile Sales Assistant CRM Desktop (Outlook) Sales on the Go Gadgets UCM Data Governance Manager

Insight More investment in Industry Insights Predictive Analytics with RTD and IOG

Integration Communications: Siebel to OSM and Portal High Tech: Siebel to EBS for Quote to Cash CPG: Siebel to Demantra and EBS Life Sciences: Siebel to Clinical Trials

3 Releases since 2006

14 New Products

955 New Features

9 Industry-SpecificSolutions

Value Added in 8.XIndustry , Innovat ion, Ins ight and Integration


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Reduce Time To Value

Package

Deploy

Activate

Recover

Application

Deployment Manager

Leverage graphicaltools

Reduce scriptingneeds

Decrease testing andmaintenance time

Replace complexscripts with simple

business rules

Create rules usingnatural language

Create reports easily

with Microsoft Word orExcel

Oracle Pol icy Au tomation

Oracle BI Pub l isher


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Hewlett Packard

Upgraded 35,000 users in 9 months

Improved pipeline health by 257%

Verizon Business

Upgrade from 7.5 to 8.0 in 8 months

Increased overall performance by90%

City of Sacramento

Decreased total cost-per-call by 50%

Reduced labor costs by $700,000

BNY Mellon

Achieved 38% of wins from cross-

sells Increased sales productivity by 5%

Farmers Insurance Group

Provided business users withincreased control over day-to-day activities

McAfee

Support 3,000 internal users and200,000 external users

Starwood Hotels and Resorts

Improved ability to deliver leadsglobally in a single unified businessprocess

What Companies are Achieving with Siebel 8.x

Centers for Medicare & MedicaidServices

Upgrade completed in 6 months

Task based UI, web services, support,

reduced deployment costs

S C C
http://alicehunginsurance.com/db2/00131/alicehunginsurance.com/_uimages/FarmersLogo.jpghttp://www.google.com/imgres?imgurl=http://www.solaramericacities.energy.gov/cities/sacramento/sacramento-Logo.jpg&imgrefurl=http://www.solaramericacities.energy.gov/cities/sacramento/&usg=__NIPckOC6nrJ0hGux43RaWWyXnuI=&h=116&w=116&sz=18&hl=en&start=2&zoom=1&um=1&itbs=1&tbnid=UCy5soIJnPH2ZM:&tbnh=87&tbnw=87&prev=/images?q=city+of+sacramento+logo&um=1&hl=en&sa=X&rls=com.microsoft:*&tbs=isch:1


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Summary : Complete Choice


Oracle Siebel CRM

Marketing & Loyalty

Sales & Order

Service

Partner


Lower CostsReduce Time to Value

New & Existing

CustomersExisting Customers


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Thank You

Questions / Feedback

Ready To Discuss

vishakha mittal@Oracle com

Oracle Application Strategy CRM

Documents

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