Siebel CRM Strategy & Roadmap

Confidential – Oracle Internal/Restricted/Highly Restricted

Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

Siebel CRM Strategy & Roadmap

George Jacob GVP, CRM Applications September 20, 2016



Safe Harbor Statement

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.


Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 4

Innovation

Vision

Value


Vision

Oracle Confidential – Restricted 5


Delivering World-Class Modern Customer Journeys

2. Tailor my engagement based on all interactions

3. Personalize best offer for my budget and needs

4. Keep the transaction process simple

7. Anytime/anywhere customer care

8. Listen and share my experiences

1. Provide me with relevant and timely content and offers

5. Flawless and on time delivery

6. Personalize timely and relevant recommendations

6 Oracle Confidential – Restricted


Oracle CX Portfolio

7

The Automation Imperative

WEB CONTACT CENTER

SOCIAL MOBILE

FIELD SALES

FIELD SERVICE

STORE

IOT

CLOUD MACHINE IAAS PAAS DATA AS A SERVICE INTEGRATION CLOUD

SERVICE MACHINE LEARNING

CX FOUNDATION LAYER

CX APPLICATIONS

INDUSTRY SOLUTIONS

MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE

IoT CLOUD SERVICE

Oracle Confidential – Restricted

SIEBEL CRM

Person-to-Person Person-to-Machine Machine-to-Machine


Siebel CRM CX Journey

Transform Your CRM Platform into a Modern CX Platform

ModernCX

Modern, Best of Breed Cloud Solutions

CRM with Vision, Innovation and Value

Rich Product Roadmap


Applications Unlimited

Siebel CRM Roadmap – Endurance with Agility


Annual Innovation Packs (IPs), Monthly Patch Sets

2030+ 2017 2018 2021 2013-15 2016 2019 2020

Cloud Augmentation

IP2013-15

IP2016

IP2017*

IP2018

IP2019

IP2020

IP2021

IP2030+

Cloud-Ready Composer

RESTful APIs

Process Automation (Cross-Industry)

Agile Upgrades & Development, Open UI & RWD, Mobility

Partner, Customer Apps Usage Pattern Tracking

Machine Learning (Cross-industry)

Real-Time Analytics Voice

IoT launch

2023 2022

IP2022

IP2023

* 0-12 months

Oracle CX Suite integrations Sales/Social/Service/

Documents & Commerce

Oracle Integration Cloud Service (ICS) Siebel On Cloud (IAAS)

Industry-specific Automation

Industry-specific Learning

Autonomous CRM

AI-driven Business Insights

Advance the integration of core Oracle Cloud solutions; adoption of new Oracle Cloud disruptive technologies, simplified with Oracle (ICS)

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Siebel Transformation Strategy

Open UI & Mobile Apps

Industry Innovation

Business Agility

Autonomous CRM

20

11

-20

16

2014-2018

20

16

-20

30

+



Innovation


Future-Proofing Siebel CRM Investment Longevity Guaranteed

SIEBEL CRM Automation Platform Leverage and achieve business process automated excellence

Enhance UX Create Intuitive UX and

Mobile Apps with Open UI

Augment with Cloud CX Add Big Data Cloud solutions with

an integrated hybrid approach

Cloud Platform Deploy Siebel CRM On Premise or On Cloud.

Agile Innovation Agile development, real-time

deployment and automated testing

Autonomous CRM Easily take advancement of Machine Learning and Predictive Analytics


Increased Value for Everyone

““Siebel CRM can now be deployed On Premise or On Cloud,

this provides great flexibility and

reduced TCO. With the latest releases

patching and upgrade is much quicker and more

agile”

“New features in automation now

make it possible for me to easily record

user application flows and even

design the application myself”

“We can easily adopt new technologies

onto the Siebel CRM platform: Cloud CX Suite, Big data and

IoT solutions as well as custom apps. This integrated approach

also means less disruption to our

business”

“Open UI and Composer enable quick changes that

allow us to take advantage of new

business objectives”

“New features with Siebel

Composer and Workspaces,

enable real-time team development

and a browser-based design experience”

“The Open UI framework enables a User Experience suited perfectly to our roles and daily life across desktop, tablets and phone”

Business Analyst CTO Strategist Developer End User Head of I.T.


Cloud Enabled


Managed Cloud

Move your deployment to the cloud on the latest versions of Oracle software

Infrastructure Cloud

Leverage cloud infrastructure platforms with your Siebel CRM application

Hybrid Cloud

Integrated Oracle CX Cloud solutions to augment Siebel CRM


• Cost – Use your existing licenses

– Use your existing customizations

– Monthly service cost based on usage of IaaS, PaaS

– Periodic technology refresh

• Convenience – Elasticity for IaaS, PaaS

– Options

• High Availability and Disaster Recovery

• Siebel Managed Service (previously OMCS)

• Oracle Cloud Machine (on-premise)


Siebel CRM on Oracle Cloud


Oracle Cloud Machine – Cloud Behind Your Firewall Fluid Migration of IaaS and PaaS Workloads

On-premises Oracle Cloud Platform

Same Software, Compatible APIs, Seamless Workload Portability

Addresses Business or Regulatory Requirements

Compute • Storage

• Integration

Java

• Mobile Developer

• Documents • Process • Identity

• Messaging

IaaS

PaaS

IaaS

PaaS



Integration Cloud Service Simplify Connecting

Key Features • Hub-and-spoke • Wizard-based user interface • Support both on-premise, cloud

How It Works 1. Decide which apps to connect 2. Map the passing of data between them 3. Go!


Oracle Integration Cloud Service (ICS)

Oracle

Marketing Cloud

Oracle

CPQ Cloud

Oracle

Sales Cloud

Oracle

Commerce Cloud

Oracle

Service Cloud

Oracle

Social Cloud

3rd Party Cloud services Oracle On-prem apps

Siebel, PSFT, EBS, JDE, … 3rd Party On-Premise apps

Oracle Customer Experience Cloud

Oracle

ERP/SCM Cloud

Oracle

HCM Cloud


IP 2016 User Experience List applet with 5 records

List applet with 1 record

Field Service

eMarketing eSales eService eChannel


IP2015 - Concept Demo - No SRF, No SWT - Web Tools

IP2016 - Workspaces - RESTful APIs - WYSISYG UI Development

IP2017 - Parallel Development - Metadata APIs - Unified Apps - Layout Editor - Role based Development - Flow Builder

Siebel Composer: the journey



• Record & Replay

– No automation scripting required

– Increased velocity for test coverage

– Increased coverage across Browsers, Mobile, Cycles

• End to end Test Management

– Manage Test Cases and Test Cycles

– Perform Analysis and Reporting

– Automated Test bed set up

21

Automating Test Automation

Organize

Test Bed

Run Tests Report

Plan Cycles

Capture Tests

Siebel Test Management

Test Suites

Test Sets

Test Cases

Test Results

Test Cycles

Releases

70 reduction in effort

when compared to Coding

%


Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Copyright © 2016, Oracle and/or its affiliates. All rights reserved. |

Siebel CRM 16.0 developed using Workspaces • Workspaces a proven solution with over 300 developers using it to build 16.0 and 17.0+

• Over 800 workspaces in operation, multi-branching and multi-lingual

• New Test Automation innovations expected to decrease testing effort by 70%

Large scale, parallel development, the future of Siebel CRM application design

Siebel CRM Development


Modern Business Agility

23

8. High Availability Scale up/down

1. Installation, Upgrade 2. Customization & Development

5. Test Manual & Automated

6. Training & User acceptance

7. Move to Production

3. Configuration

4. Deployment


• Traditional Installer or CHEF • ~50% smaller Installer • CHEF on Oracle Cloud

Siebel Instance in < 1 hr

• Parallel Development • Siebel Approval Manager • Outbound REST, Open API • Siebel Composer

Simplified Dev-2-Prod & Dev-2-Test, via REST Services

• Dynamic, highly available, clustered registry

• Unified User, REST & SOAP interface

Built-in Test Automation Module

• Dynamic enterprise registry • Monitoring & Patching using

Oracle Enterprise Mgr

Browser based or Oracle Enterprise Manager based configuration

UPT Enhancements for granular user action tracking


Rich History

Successful Siebel CRM Customers

6000+ worldwide

23 years delivering

the best-in-class CRM and customer success

22 Languages in a single repository

65,000 users

Largest concurrent customer deployment, robust scalability

21 Industry specific applications

11 major Siebel CRM

releases since the Oracle acquisition. Committed, continuous investment


Strong Future

Platform Siebel CRM seen as a platform to embrace IoT and Process Automation

CX augment Siebel

CRM with CX Cloud Suite and leverage Big Data solutions

Reduce TCO

OpEx model for hardware with Siebel CRM on Cloud

Siebel Composer and Workspaces - realtime changes and browser based collaborative development

Agility

Easier than ever

to Upgrade, regular monthly patches. Test Automation reduces effort / cost

Intuitive user

experiences realised with Open UI


Active Customer Advisory Board


Strong Group of Participants

• Industry leaders

• LOB and IT representatives

• Cross functional and global

Monthly Virtual Meetings

• Virtual interactive CAB

• Feedback on product direction

• Share progress with latest releases

• Product demos and customizations

Roadshows & OpenWorld Meeting

• Engage with product development

• Share case studies & best practices

• Network and learn

http://www.google.com/imgres?imgurl=http://modernservantleader.com/wp-content/uploads/2012/01/Southwest-Airlines-logo.jpg&imgrefurl=http://modernservantleader.com/servant-leadership/southwest-airlines-2011-results-reflect-benefits-of-servant-leadership/&usg=__iuU1ztrpm6UjVUEmj8IZXz2OYb8=&h=480&w=640&sz=32&hl=en&start=2&zoom=1&tbnid=E3iYJrc-I4we7M:&tbnh=103&tbnw=137&ei=v8RgUPGyJMiu2AW93oCwDQ&prev=/search?q=southwest&hl=en&sa=X&gbv=2&tbm=isch&prmd=ivnsuz&itbs=1


Siebel CRM customers are working with the latest release (8.1.x/8.2.x)

92%

SIEBEL CRM SUPPORT MATRIX

SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY

6.x Jun ‘05 Dec ‘07 Indefinite Maintain

7.5.x Dec ‘08 NA NA EOL

7.7.x Sep ‘09 Sep ‘12 Indefinite Maintain

7.8.x May ‘10 May ‘13 Indefinite Maintain

8.0.x Jan ‘12 Jan ‘15 Indefinite Maintain

8.1.x Nov ‘20 Nov ‘23 Indefinite Incremental Innovation

8.2.x Nov ‘20 Nov ‘23 Indefinite Incremental Innovation


Sample Large Siebel Deployments


15,000 18,000

24,000 24,000 25,000 28,000

32,000 33,000

40,000

50,000

54,000

65,000

0

10,000

20,000

30,000

40,000

50,000

60,000

70,000

Users

Multiple Industries

Leading Global

Customers


Sample Siebel CRM Success Stories for CX


Siebel & Social Cloud (SRM) Siebel CRM Social Customer Service Multiple Brands/Regions IoT Connected Car

Service Excellence Siebel CRM Oracle Service Cloud Knowledge Management Self Service

Siebel & Cloud Siebel CRM Service Sales Cloud Marketing Cloud

Open UI Customer Portal Siebel CRM Financial Services Open UI eEvents Portal

Global Loyalty programme Siebel CRM Large (100m+ members)

Loyalty programme Oracle Cloud Hosted

Siebel Communications Largest Telco in Australia Large user base (32k) Open UI B2B Sales platform Sophisticated Order Capture

and Bundling process

Open UI Siebel CRM Financial Services Large user base (30k)

Public Sector Portal Siebel CRM Oracle Policy Automation Partner Relationship Management

Obamacare Siebel CRM Large user base (18k) Healthcare.gov

Siebel Loyalty Siebel CRM Large (32m members)

Loyalty programme Oracle Cloud Hosted

Siebel Financial Services Siebel CRM Incentive Compensation Oracle Documents Cloud

Siebel Automotive Dealer Management System Automated Service & Logistics 3000 Dealer locations Large user base (38k)

Open UI Financial Services Siebel CRM Financial Services Large user base (173k) 65k concurrent users

Siebel & Cloud Siebel CRM Service Sales Cloud Marketing Cloud PeopleSoft ERP/HCM

Open UI & IoT Siebel CRM Service IoT Integration Oracle Policy Automation


Leading 20+ years Customer Success in CRM


Vision

Innovation

Value

Transformation platform, On-Premise or On-Cloud, Leverage modern technology, realize Autonomous CRM

Continuous Product Innovation to advance CX, Industry Solutions, Business Agility & Process Automation

Committed Siebel CRM Investment Longevity with a long term roadmap, Augment with Cloud solutions, transform CRM inline with business objectives


Siebel CRM OpenWorld Sessions

Day Time Session # Description Location

Monday

15.00-15.45 CON7177 Siebel CRM Innovations (Core Technology & Applications) Moscone West - 2005

16.15-17.00 CON7181 Siebel CRM Open UI - Latest Innovations and Customer Successes Moscone West - 2005

17.30-18.15 CON7178 Siebel CRM in the Cloud (IaaS/PaaS) Moscone West - 2005

Tuesday

11.00-11.45 GEN7176 Siebel CRM Strategy and Roadmap (Vision, Innovation, Value) Moscone West - 2003

16.00-16.45 CON7179 Siebel CRM Customer Leadership Panel Moscone West - 2008

17.15-18.00 CON7186 Siebel CRM: Managing Public Sector Relationships through Diverse Channels Moscone West - 2008

Wednesday

11.00-11.45 MTE7189 Siebel CRM Meet the Experts Moscone West – 3001A

12.15-13.00 CON7187 Siebel CRM: Enabling Digital Transformation in the Financial Services Industry Moscone West - 2008

13.30-14.15 CON7188 Siebel CRM: Delivering Transformational Results in Communications Industry Moscone West - 2008

Thursday 10.45-11.30 CON7185 Siebel CRM: Innovations in the Automotive industry for extended ROI Moscone West - 2008

12.00-12.45 CON7180 Siebel CRM and IoT - Leverage your existing investment to embrace IoT Moscone West - 2008



Safe Harbor Statement

The preceding 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.

Confidential – Oracle Internal/Restricted/Highly Restricted 33

Siebel CRM Strategy & Roadmap

Business

Transcript of Siebel CRM Strategy & Roadmap