5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 1/40
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 2/40
Oracle CRMCRM Road Map
Amit Ghosh
Product Manager CRM Product Speaclist
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 3/40
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?
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 4/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 5/40
Oracle E-Business Footprint A Modular, Architected Solution
EE--Business SuiteBusiness Suite
Business IntelligenceBusiness Intelligence
BusinessBusiness
ApplicationsApplications
AnalyticalAnalytical
ApplicationsApplications
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 6/40
Oracle E-BusinessSuite
Business IntelligenceBusiness Intelligence
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)
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 7/40
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
AnalyticalAnalytical
ApplicationsApplications
BusinessBusiness
ApplicationsApplications
CRMCRM
FoundationFoundation
MultiChannelMultiChannel
Touch PointsTouch Points
EE--BusinessBusiness
FoundationFoundation
Q u o t i n g
Q u o t i n g
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 8/40
Oracle CRM Business ApplicationsOracle CRM Business Applications
BISBIS
ServiceService
ContractsContracts
SalesSales
MarketingMarketing
CollaborationCollaboration
Business IntelligenceBusiness Intelligence
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 9/40
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 TelephonyTelephony
Call Center ConnectorsCall Center Connectors
AnalyticalAnalytical
ApplicationsApplications
BusinessBusiness
ApplicationsApplications
CRMCRM
FoundationFoundation
MultiChannelMultiChannel
Touch PointsTouch Points
EE--BusinessBusiness
FoundationFoundation
Q u o t i n g
Q u o t i n g
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 10/40
Oracle CRM E-Business SuiteOracle CRM E-Business Suite
AnalyticalAnalytical
ApplicationsApplications
BusinessBusiness
ApplicationsApplications
CRMCRM
FoundationFoundation
InteractionInteraction
ChannelsChannels
EE--BusinessBusiness
FoundationFoundation
EE--BusinessBusiness
PlatformPlatform
Customer IntelligenceCustomer Intelligence
Marketing IntelligenceMarketing Intelligence Sales IntelligenceSales Intelligence
Marketing OnlineMarketing Online
eeMerchandisingMerchandising MESMES i i PaymentPaymentIncentiveIncentive
CompComp
MobileMobile
FieldField
SalesSales
i i StoreStore TeleSalesTeleSalesSalesSales
OnlineOnline
eBusiness PlatformeBusiness Platform
Common Application Architecture & SchemaCommon Application Architecture & Schema
(TCA, Products, Pricing, Configurator, User Login, Security, etc)(TCA, Products, Pricing, Configurator, User Login, Security, etc)
Service IntelligenceService Intelligence
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 11/40
Multiple Channels
EE--mailmailTelephoneTelephone WebWeb Mobile DevicesMobile Devices
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 12/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 13/40
CRM Foundation Modules
ResourcesResources
EscalationEscalation Mgr Mgr
AttachmentsAttachments
TerritoriesTerritories
UniversalUniversal WorkWork QueueQueue
Calendar Calendar
TasksTasks
11--toto--1 Fulfillment1 Fulfillment
AssignmentAssignment EngineEngine
InteractionInteraction HistoryHistory
Knowledge BaseKnowledge BaseNotesNotes
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 14/40
AdvancedAdvanced
InboundInbound
(Inc IVR)(Inc IVR)
AdvancedAdvanced
OutBoundOutBound
ScriptingScripting
eMaileMail
Center Center
InteractionInteraction
HistoryHistory
Calendar Calendar
TaskTask
MgtMgt
SolutionsSolutions
MgtMgt
InstalledInstalled
BaseBase
SparesSpares
MgtMgt
Scheduler Scheduler
TerritoryTerritory
MgtMgt
EventsEvents
&&
CountersCounters
NotesNotes
Example : Service11i
AssignmentAssignment
MgtMgt
ResourceResource
MgtMgt
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 15/40
For Example«
TeleserviceTeleserviceTelesalesTelesales
ResourcesResources
EscalationEscalation Mgr Mgr
AttachmentsAttachments
TerritoriesTerritories
UniversalWork QueueUniversalWork Queue
Calendar Calendar
TasksTasks
11--toto--11 FulfillmentFulfillment
AssignmentAssignment EngineEngine
InteractionInteraction HistoryHistory
KnowledgeKnowledge BaseBaseNotesNotes
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 16/40
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
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
CCI Gateway
Application-specific
business data for
call center intelligence
Interaction Blending
Automatic delivery
of media work
items per IB
direction
UWQ APIs
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 17/40
Task Mgmt
IVR Integrator
Internet
Email Customer Oracle 11i Interaction Center
CTI Enabler
UWQ
Interaction
History
Business
Intelligence
Outbound
InteractionBlending
eMS & eMC
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 18/40
Oracle Campaign to CashProcess Flow
BudgetBudget CampaignCampaign LeadLead OpportunityOpportunity
PaymentPayment InvoiceInvoice Order Order QuoteQuote
CompensationCompensation
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 19/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 20/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 21/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 22/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 23/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 24/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 25/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 26/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 27/40
Oracle Service Suite
CRM Foundation ModulesCRM Foundation Modules
TeleServiceTeleService
Customer IntelligenceCustomer Intelligence
ServiceService
OnlineOnlineContractsContractsiSupportiSupport
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 28/40
Oracle Service SuiteTeleService
CRM Foundation ModulesCRM Foundation Modules
Customer Customer
SupportSupport
Customer Customer
CareCare
Customer IntelligenceCustomer Intelligence
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 29/40
Oracle Service SuiteService Online
CRM Foundation ModulesCRM Foundation Modules
FieldField
ServiceService
PalmPalm
Depot Repair Depot Repair FieldField
ServiceService
MobileMobile
FieldField
LaptopLaptop
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 30/40
Oracle Service SuiteContracts
ContractsContracts
IntegrationIntegration
Contracts for Contracts for
ServiceService
ContractsContracts
CoreCore
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 31/40
Oracle Marketing Suite
i i MarketingMarketingMarketingMarketing
OnlineOnlineMarketingMarketing
EncyclopediaEncyclopedia
Marketing IntelligenceMarketing Intelligence
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 32/40
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
InteractionInteraction
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 33/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 34/40
Multiple Vendors Campaign toCash Process Flow
BudgetBudget CampaignCampaign LeadLead OpportunityOpportunity
QuoteQuoteOrder Order PaymentPayment InvoiceInvoice
CompensationCompensation
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 35/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 36/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 37/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 38/40
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
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 39/40
Q U E S T I O N SQ U E S T I O N SA N S W E R SA N S W E R S
5/13/2018 Oracle Crm Presentation - slidepdf.com
http://slidepdf.com/reader/full/oracle-crm-presentation 40/40
Top Related