Oracle Crm Presentation

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Oracle CRMCRM Road Map

Amit Ghosh

Product Manager CRM Product Speaclist



Why no point solutions?

Integration is costly and hard

Integration requires access to multiple data

sources

Who then owns the responsibility of a

successful implementation?

What happens when its time to upgrade?

Who do you call when things do not work? Who knows integration better than Oracle?



The Integration Nightmare

Marketing Valex

Epiphany

Rubric

Paragen

Prime Response

Sales Vantive

Onyx

Siebel

Trilogy

Service Vantive

Siebel

Clarify

Astea

RTS

Metrix

Intelligence SAS

Cognos

Brio/SCRIBE

Actuate

Business Objects

Call Center

Genesys

Dialogic/Intel

Melita

Davox

ACD vendors IBM

Lucent (Mosaix)

Geotel/Cisco

Graham Tech.

Configuration

Trilogoy

Calico

Aurum/Baane-Commerce

Broadvision

OpenMarket

IBM

Netscape

Intershoppe

Microsoft

ERP

Baan/ Aurum

SAP

PeopleSoft

e-Mail eGain

Kana

Brightware



Oracle E-Business Footprint A Modular, Architected Solution

EE--Business SuiteBusiness Suite

Business IntelligenceBusiness Intelligence

BusinessBusiness

ApplicationsApplications

AnalyticalAnalytical


A p p l i c a t i o n s

A p p l i c a t i o n s

Application ObjectApplication ObjectLibraryLibrary

Forms & ReportsForms & Reports

WorkflowWorkflow System AdministrationSystem Administration FlexfieldsFlexfields

i i AS (Application Server)AS (Application Server)

8i 8i DatabaseDatabase E E - - B u s i n e s s P l a t f o r m

B u s i n e s s P l a t f o r m

CommonCommon

InfrastructureInfrastructure

CommonCommon

ServicesServices

DatabaseDatabase

InternetInternetApplicationApplication

server server



Oracle E-BusinessSuite


8i, iAS, Common infrastructure and services8i, iAS, Common infrastructure and services

Common Application Architecture & ModulesCommon Application Architecture & ModulesResources, Territories, Tasks, Notes, Calendar, Fulfillment Manager Resources, Territories, Tasks, Notes, Calendar, Fulfillment Manager

MarketingMarketing Order FulfillmentOrder Fulfillment

SalesSales Supply ChainSupply Chain

ContractsContracts ManufacturingManufacturing

ServiceService FinancialsFinancials

eCommerceeCommerce Human ResourcesHuman Resources

CollaborationCollaboration (iMeeting)(iMeeting)



IntegrationIntegration

9iAS InterConnect, Web Services9iAS InterConnect, Web ServicesOpen APIs, Adapters, StandardsOpen APIs, Adapters, Standards--based message broker, Extensibility / SDKs,based message broker, Extensibility / SDKs,

XML Business Objects, TransformersXML Business Objects, Transformers

CRM Product Road MapCRM Product Road Map

Sales IntelligenceSales Intelligence

i i PaymentPaymentQuotingQuotingContractsContracts

i i StoreStoreTeleSalesTeleSalesSalesSales

OnlineOnline

Service IntelligenceService Intelligence

TerritoriesTerritories Calendar Calendar AttachmentsAttachmentsAssignmentsAssignments 11--toto--11 EscalationsEscalations InteractionsInteractions

InternetInternetWebWeb

MobileMobile(Laptop, PDA)(Laptop, PDA)

EE--Commerce IntelligenceCommerce Intelligence

WirelessWireless

iSupportiSupport

eMerchandisingeMerchandisingOMOOMO

TasksTasksNotesNotes ResourcesResources

Customer IntelligenceCustomer Intelligence

Marketing IntelligenceMarketing Intelligence

Marketing OnlineMarketing Online

MESMES

EE--BusinessBusiness

PlatformPlatform

eBusiness PlatformeBusiness Platform9i Application Server (J2EE), Database,Web Cache, Data Warehouse, Data Mining, OLAP9i Application Server (J2EE), Database,Web Cache, Data Warehouse, Data Mining, OLAP

Common Application Architecture & SchemaCommon Application Architecture & Schema

Inventory, BOMs, Pricing, Configurator, Installed Base,Inventory, BOMs, Pricing, Configurator, Installed Base,

TCA (Common Customer Model), User Login, Security, etcTCA (Common Customer Model), User Login, Security, etc

UWQUWQ

TeleServiceTeleService

Contracts for ServiceContracts for Service

Knowledge MgmtKnowledge Mgmt

Interaction Center Interaction Center eMail Center eMail Center

TelephonyTelephonyCall Center ConnectorsCall Center Connectors



BusinessBusiness


CRMCRM

FoundationFoundation

MultiChannelMultiChannel

Touch PointsTouch Points



Q u o t i n g

Q u o t i n g



Oracle CRM Business ApplicationsOracle CRM Business Applications

BISBIS

ServiceService

ContractsContracts

SalesSales

MarketingMarketing

CollaborationCollaboration


Marketing OnlineMarketing OnlineMarketing EncyclopediaMarketing Encyclopedia

SystemSystem Partners OnlinePartners Online

SalesSales OnlineOnline iStoreiStore TelesalesTelesales IncentiveIncentive CompComp Mobile Field SalesMobile Field Sales

SparesSparesManagementManagement

ContractsContractsCoreCore ServiceService ContractsContracts Contracts for RightsContracts for Rights Contracts for SalesContracts for Sales

iSupportiSupport TeleserviceTeleservice QualityQualityOnlineOnline

DepotDepot Repair Repair AdvancedAdvancedScheduler Scheduler

MobileMobileField ServiceField Service

iMeetingiMeeting

Trade ManagementTrade Management




9iAS InterConnect, Web Services9iAS InterConnect, Web ServicesOpen APIs, Adapters, StandardsOpen APIs, Adapters, Standards--based message broker, Extensibility / SDKs,based message broker, Extensibility / SDKs,

XML Business Objects, TransformersXML Business Objects, Transformers

CRM Product Road MapCRM Product Road Map

Sales IntelligenceSales Intelligence

i i PaymentPaymentQuotingQuotingContractsContracts

i i StoreStoreTeleSalesTeleSalesSalesSales

OnlineOnline


TerritoriesTerritories Calendar Calendar AttachmentsAttachmentsAssignmentsAssignments 11--toto--11 EscalationsEscalations InteractionsInteractions

InternetInternetWebWeb

MobileMobile(Laptop, PDA)(Laptop, PDA)

EE--Commerce IntelligenceCommerce Intelligence

WirelessWireless

iSupportiSupport

eMerchandisingeMerchandisingOMOOMO

TasksTasksNotesNotes ResourcesResources




MESMES


PlatformPlatform

eBusiness PlatformeBusiness Platform9i Application Server (J2EE), Database,Web Cache, Data Warehouse, Data Mining, OLAP9i Application Server (J2EE), Database,Web Cache, Data Warehouse, Data Mining, OLAP


Inventory, BOMs, Pricing, Configurator, Installed Base,Inventory, BOMs, Pricing, Configurator, Installed Base,

TCA (Common Customer Model), User Login, Security, etcTCA (Common Customer Model), User Login, Security, etc

UWQUWQ


Contracts for ServiceContracts for Service

Knowledge MgmtKnowledge Mgmt

Interaction Center Interaction Center

eMail Center eMail Center TelephonyTelephony

Call Center ConnectorsCall Center Connectors



BusinessBusiness


CRMCRM


MultiChannelMultiChannel

Touch PointsTouch Points



Q u o t i n g

Q u o t i n g



Oracle CRM E-Business SuiteOracle CRM E-Business Suite



BusinessBusiness


CRMCRM


InteractionInteraction

ChannelsChannels




PlatformPlatform


Marketing IntelligenceMarketing Intelligence Sales IntelligenceSales Intelligence


eeMerchandisingMerchandising MESMES i i PaymentPaymentIncentiveIncentive

CompComp

MobileMobile

FieldField

SalesSales

i i StoreStore TeleSalesTeleSalesSalesSales

OnlineOnline

eBusiness PlatformeBusiness Platform


(TCA, Products, Pricing, Configurator, User Login, Security, etc)(TCA, Products, Pricing, Configurator, User Login, Security, etc)


UniversalWork QueueUniversalWork Queue

TasksTasks

MES/Knowledge BaseMES/Knowledge Base

ResourcesResources

NotesNotes

TerritoriesTerritories

Calendar Calendar

AttachmentsAttachments

Assignment EngineAssignment Engine

11--onon--1 Fulfillment1 Fulfillment

Esclation ManagementEsclation ManagementInteraction HistoryInteraction History

PartnersPartners

OnlineOnline

Interaction Center Interaction Center

WebWebMobileMobile

(Laptop, PDA)(Laptop, PDA)

TeleTele

ServiceService

i i SupportSupport

KMKM

MobileMobile

FieldField

ServiceService

FieldField

ServiceService

SparesSpares

MgtMgt

DepotDepot

Repair Repair

AdvancedAdvancedScheduler Scheduler

ContractsContracts

for Salesfor Sales

ContractsContracts

for Rightsfor Rights

ContractsContractsfor for

ServiceService

Interaction Center Interaction Center IntelligenceIntelligence

Telephony, Scripting,Telephony, Scripting,Predictive Dialer,Predictive Dialer,

Call Center ConnectorsCall Center Connectors

eMail Center eMail Center WirelessWireless

Q u al i t y

Q u al i t y

Onl i n e

Onl i n e

Q u o t i n g

Q u o t i n g



Multiple Channels

EE--mailmailTelephoneTelephone WebWeb Mobile DevicesMobile Devices



CRM Foundation Is . . .

Application components that can be used by allCRM modules (such as Tasks, Resources,Notes)

Common infrastructure upon which

CRM modules are built

Shared modules that can integrate withERP through CRM



CRM Foundation Modules

ResourcesResources

EscalationEscalation Mgr Mgr



UniversalUniversal WorkWork QueueQueue

Calendar Calendar

TasksTasks

11--toto--1 Fulfillment1 Fulfillment

AssignmentAssignment EngineEngine

InteractionInteraction HistoryHistory

Knowledge BaseKnowledge BaseNotesNotes



AdvancedAdvanced

InboundInbound

(Inc IVR)(Inc IVR)

AdvancedAdvanced

OutBoundOutBound

ScriptingScripting

eMaileMail

Center Center


HistoryHistory

Calendar Calendar

TaskTask

MgtMgt

SolutionsSolutions

MgtMgt

InstalledInstalled

BaseBase

SparesSpares

MgtMgt

Scheduler Scheduler

TerritoryTerritory

MgtMgt

EventsEvents

&&

CountersCounters

NotesNotes

Example : Service11i

AssignmentAssignment

MgtMgt

ResourceResource

MgtMgt



For Example«

TeleserviceTeleserviceTelesalesTelesales

ResourcesResources

EscalationEscalation Mgr Mgr



UniversalWork QueueUniversalWork Queue

Calendar Calendar

TasksTasks

11--toto--11 FulfillmentFulfillment

AssignmentAssignment EngineEngine

InteractionInteraction HistoryHistory

KnowledgeKnowledge BaseBaseNotesNotes



InteractionType, Activities,

Start/End

Call Center

Intelligence

Interaction

History

Interaction & business

data per interaction

Interaction data

per interaction

UWQ GUI

Work Selection

Media

Tasks/Assignments

Work Queue Status

Tasks/

Assignments

Media

Media QueuesInbound Telephony

Outbound Telephony

Email

Media

Queue

Types/

Count

Task/

Assignment

Engines

Tasks, SR, etc

Task

Queue

Types/

Count

Task

ItemCRM Application

Task/Assignment

Management

Modules (GUI)

Select

Tasks

Interaction

BlendingDefines media work

items per business

rules (service levels)

Media

Item to

Work

Next

Media Queue Activity

Media Data for

Screen-Pop

Media

Item

Data

CRM Business

Application

³Screen Pop´(Contact Center or

Response Center)

Media

Item

Request

Select

Media

Select

Next

Interaction

History API

Media

Activities

Timing

Outcomes

Media Interface

Inbound Telephony

Outbound Telephony

Email

CCI Gateway

Application-specific

business data for

call center intelligence

Interaction Blending

Automatic delivery

of media work

items per IB

direction

UWQ APIs



Task Mgmt

IVR Integrator

Internet

Email Customer Oracle 11i Interaction Center

CTI Enabler

UWQ

Interaction

History

Business

Intelligence

Outbound

InteractionBlending

eMS & eMC

Email

ACD

IVR

MCM

Queuing &

Distribution

Requester

Telephony

WorkflowRouting Oracle Data &

Applications

Bus. Application

& Scripting

SoftPhone

Agent Desktop

eMC GUI

PSTN Customer

Route Call on

Business Rules

(Data, Skills)

Queue and

Distribute to

AgentW

henSelects Next

Work Item

Update Interaction

History & Business

Data

Dynamically

Selects Next Agent

Media Interaction

Intelligent

Campaign-

basedAutomated

Outbound

Call

Email Screen PopApplication &

Email GUI

CTIMsgs

ANI/

DNIS/

IVR

Caller

Info

Caller ID (ANI) or

Call Category

(DNIS)

Qualify Caller/Category Further

Telephony Integration

to Business

Application (CTI)

Caller IVR Data

Customer Call

Customer

Email Info

and Email

Category

Screen Pop

Application &

SoftPhone

Agent Task

Work Item

Selection

Task

Screen Po

Business

Module

Customer Email



Oracle Campaign to CashProcess Flow

BudgetBudget CampaignCampaign LeadLead OpportunityOpportunity

PaymentPayment InvoiceInvoice Order Order QuoteQuote

CompensationCompensation



Enabling Campaign to Order to Cash to Service

Click to Order

Campaign to Order

Order to Fulfillment to Cash

Walk-in to Resolution (eService)

CampaignCampaign ServiceServiceCashCashFulfillmentFulfillmentOrder Order

Marketing

OnlineeMerchandising

iStore

iPaymentQuoting

Configurator

Adv Pricing

Order

Mgmt

Shipping

Inventory

iPayment

Financials

iSupport

Teleservice

Interaction

Center

Contracts



Complete EComplete E--Commerce OfferingCommerce Offering

Create Rules/WebCreate Rules/Web

MerchandizingMerchandizing

StrategiesStrategies

Create Promotions/Create Promotions/

OffersOffers

Create SegmentationCreate Segmentation

StrategiesStrategies

Create/ExecuteCreate/Execute

CampaignsCampaigns

Execute targetedExecute targeted

ee--mail/direct mailmail/direct mail

campaignscampaigns

DisplayDisplay

personalizedpersonalized

Content, Offers andContent, Offers and

ProductProduct

RecommendationsRecommendations(Catalogs)(Catalogs)

iStore

Marketing Online

eMerchandizing

Customer Customer

Adds to SharedAdds to Shared

ShoppingShopping

CartCart

(B2B, B2C)(B2B, B2C)

TeleSales AgentTeleSales Agent

Creates SharedCreates Shared

QuoteQuote

(B2B, B2C)(B2B, B2C)

Salesrep CreatesSalesrep Creates

Shared QuoteShared Quote(B2B,B2C)(B2B,B2C)

Sales Online/

Quoting

iStore

TeleSales/

Quoting

Create Order Create Order

Order Mgmt

Enterprise Data

I nventory

Configurations

Pricing

Customers (TCA)

Catalogs

Contracts

I nstalle

d Base

Fulfill Order andFulfill Order and

Process paymentProcess payment

Financials/ OMFinancials/ OMProvide PostProvide Post--SalesSales

Support/ Process ReturnsSupport/ Process Returns

(Self (Self--Service)Service)

iSupport/Knowledge Mgmt

Analyze Customer Analyze Customer

DataData

(Data Mining)(Data Mining)

Business Intelligence

BI Tools

AnalyzeAnalyze

Browsing Behavior Browsing Behavior

(Clickstream Analysis)(Clickstream Analysis)

Personalization



Campaign to Order

Create Campaigns,

Promotions, Offers

Customer Selects

and Enters

Specialty

Web Store

Customer SeesCross-sell/up-sell

item(s)

Customer AddsItem(s) to Shopping

Cart

Customer sees

personalized

content and offers

Customer adds

more to Shopping

Cart

Customer Gets

Discounts

Automatically

Customer Submits

Order

Advanced Pricing

OMO

eMerchandising (OMO)

iStore

OMO

Design effective segmentation

strategies, promotion rules and

campaign targets

± OLAP and Data Mining

Target campaigns and promotions Deliver personalized

content,offers and pricing

Offer personalised product

recommendations

± Cross-sells/Up-sells Targeted Specialty Stores

iStore

iStore

OMO



Click to Order

Validate/process

Payment

Information

Customer Adds

Item(s) to Shopping

Cart

Customer registers/

Logs On

Customer Selects

and Enters Web

Store

Customer initaites

checkout

B2B Customer reviews

Company AccountActivity and Details

Customer Gets

Discounts

Customer

Negotiates and

Accepts Terms

Customer ChecksProduct

Availability

Customer

saves/shares

cart

Customer Views

Terms and

Conditions

Adv Pricing Contracts

ContractsInventory

Configure Products

Configurator

TCA

iPayment

Customer

submits

order

Strong B2B Support

Global Support

Rich product catalog

Shared Carts/Quotes

Advanced pricing Powerful configurator

Real-time ATPChecks

Contracts and Pricing Agreements

Multiple Payment methods Real-time payment

authorization B2B Customer

Reviews Quote

Quoting

iStore



Quoting

Convert Opportunities to Quotes

Create and share Quotes across multiple SalesChannels - TeleSales, Sales Online, Web store

Configure complex products

Perform real time global availability check

Provide varied pricing capabilities

Publish Quote to Web store

Validate and Submit Quote to Order



Order to Fulfillment to Cash

Book Order

Update Installed

BaseUpdate Inventory

Pick, Pack and Ship

Order Generate Invoice

Process Payment

Track Order Status

Inventory

Shipping

Installed Base

OM

AR

AR

OM

Customer Submits

Order

Streamlined order management

and fulfillment

Real-time Inventory

reservations

Process payments and realize

revenue rapidly

Manage Installed Base

Complete Order Tracking

Expose accurate and timely

demand to supply chain

iStore



Walk-in to Resolution

Customer Logs On

/Registers

View Orders,

payments, Shippingstatus, etc.

View Installed Base

Search For Solution

Create Service

Request/ RMAs

Route Request to

Agent

Customer Resolves

Issue

Installed Base

KM

iSupport

iSupport

Request for Web

Callback

TeleService

Integrated Customer Service Portal

Transactional Inquiries - order status,

payments, etc.

Returns (create RMAs)

Problem Avoidance Architecture -

powerful knowledge management

system

Service Request Management

Online Forums

Seamless Integration with TeleService

iSupport

iSupport



The 360 Degree Customer View

Customer

DemandCreation

LeadGeneration

LeadMgnt

Order Mgnt

Quoting

Contracts

ServiceMgmt

Targeting and profiling

Lead generation

Response management

Lead qualification and

scoring

Lead assignment and

distribution

Opportunity management

Pipeline and forecast management

Quoting

Order management

Product Fulfillment

Product Maintenance

OpportunityMgnt

Prospecting

Customer Management

Customer care and support

Service management

Pricing and discounting

Up-selling and cross-selling



Oracle Service Suite

CRM Foundation ModulesCRM Foundation Modules



ServiceService

OnlineOnlineContractsContractsiSupportiSupport



Oracle Service SuiteTeleService


Customer Customer

SupportSupport

Customer Customer

CareCare




Oracle Service SuiteService Online


FieldField

ServiceService

PalmPalm

Depot Repair Depot Repair FieldField

ServiceService

MobileMobile

FieldField

LaptopLaptop



Oracle Service SuiteContracts

ContractsContracts


Contracts for Contracts for

ServiceService

ContractsContracts

CoreCore



Oracle Marketing Suite

i i MarketingMarketingMarketingMarketing

OnlineOnlineMarketingMarketing

EncyclopediaEncyclopedia




Customer Customer Int.Int.

ReportsReports

Discoverer Discoverer

WorkflowWorkflow

AccountsAccounts

ReceivableReceivable

A/RA/R

Order Order CaptureCapture

ResourceResourceManager Manager

H/RH/R

QualityQuality

Order Mgt.Order Mgt.

WIPWIP

& BOM& BOM

InventoryInventory

ProjectsProjects

SolutionsSolutions

Mgt.Mgt.

InstalledInstalled

BaseBase

SparesSpares

Mgt.Mgt.

Scheduler Scheduler

Customer Customer SupportSupport

ServiceService

ContractsContracts

FieldField

ServiceService

DepotDepot

Repair Repair


Center Center

i i SupportSupport

MobileMobile

FieldField

ServiceService

Service 11i : e-Service delivered

EE--MailMail

WebWeb

LaptopLaptop

PalmPalm

Phone CallPhone Call

Customer Customer--FacingFacing

ProductsProductsFunctionalFunctional

ProductsProducts

AdditionalAdditional

ModulesModules

ERPERP³³BackBack--OfficeOffice´́

PRODUCTSPRODUCTS

Business AnalysisBusiness AnalysisProducts & ToolsProducts & Tools

WORKFLOWWORKFLOW

& OTHER MODULES& OTHER MODULES

MultiMulti--channelchannel

-- same datasame data



Mobile Devices

Online

Applications:

Sales Online

Field Services

Mobile

Device

Gateway

Applications

Server

Data

Server PalmOS

compliant devices

Windows 95, 98/NT

compliant devices

Phones &

Pagers

Asynchronous

Filtered

replication

Synchronization



Multiple Vendors Campaign toCash Process Flow

BudgetBudget CampaignCampaign LeadLead OpportunityOpportunity

QuoteQuoteOrder Order PaymentPayment InvoiceInvoice

CompensationCompensation



Oracle Marketing OnlineIntegration

ItemsItemsCollateralCollateralProductsProducts

CampaignsCampaignsProspectsProspectsEventsEvents

LeadsLeadsResponsesResponsesResultsResults

TeleSales

Field/MobileSales

i StoreMarketing

EncyclopediaSystem

Inventory

Accounts

Receivablesi Survey

ProspectsProspectsCustomersCustomers

Order

Management

PricesPricesOffersOffers

/Discounts /Discounts

eMerchandising

MarketingIntelligence

MarketingMarketingFamilyFamily

Calendar NewsCalendar News

CollateralCollateral

Marketing

PromotionPromotionLanguageLanguage

SalesSalesFamilyFamily



Examples of Architected eBusinessIntegration

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/i

Store

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 eBusinessIntegration

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



Campaign Quote Order Service

Competition at a Glance

Opportunity Configure Fulfillment

Oracle

Selectica

I BM

Siebel

Microsoft

PeopleSoft

Campaign Quote Order Service

Competition at a Glance

Opportunity Configure Fulfillment

Oracle

Selectica

SAP

I BM

Siebel

Microsoft

PeopleSoft PeopleSoft

Clarify



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Oracle Crm Presentation

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