Transcript Slide 1

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OAUG Energy & Utilities SIG Meeting – October 22, 2006
Eric-Thierry Martin
Global Industry Product Strategy Director, Energy & Utilities
Oracle Corporation
Agenda
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Oracle Open World: Utilities Industry Track
Oracle’s Corporate Product Strategy
Utilities Industry Challenges, Solution Footprint, and Roadmap
Overview of Siebel Energy: New Addition to the Oracle Family
Next Presenters:
• PeopleSoft Product Update & Evolution – Mark Rosenberg
• Oracle EBS Product Update & Evolution – Mark Forfar
Utilities Track at Open World
Utilities Customer Sessions
Session
Date & Time Location Session ID
Utilities Customer Panel on Assets Life Cycle
Management
Deseret Power: Kenn Shields, Maintenance Planner
David Westfall, IT Manager
Kansas City Board of Public Utilities: Lori Austin, CFO
Bonneville Power - BPA: Mark Town, Business Analyst
Oracle: Kevin A. Kling, Director, Maintenance Solutions
Tuesday,
4:30pm
Marriott –
Salon 3
S282453
The Benefits of Customer Self-Service and CRM for
Regulated Utilities: NSTAR Case Study
NSTAR: Penni Conner, VP Customer Care
Oracle: Eric-Thierry Martin, Director of Utilities Product
Strategy
Wednesday,
11:30am
Marriott –
Salon 3
S281874
EasyPay at Progress Energy: Bringing Customer
Service and Payments Together at a Multistate
Energy Provider
Progress Energy: Mike Ligett, VP Mass Markets
Oracle: Catherine You, Group Manager, Self Service
Products
Wednesday,
5:30pm
Moscone
West –
Room 3014
S282492
(CRM Track)
Oracle & Partner Utilities Sessions
Session
Date & Time Location Session ID
Smart Meter Solutions and the Smart Energy
Alliance
Capgemini: Doug Houseman, Senior Director, Utilities
Oracle: David Shimbo, Utilities Solutions Director
Tuesday,
10:45am
Marriott –
Salon 3
S281868
Effective Asset Life Cycle Management in Utilities
Oracle: Colin Brown, Utilities Industry Director, EMEA
Mark Forfar, International Accounts
Tuesday,
1:45pm
Marriott –
Salon 3
S281869
Beyond GIS to a Spatially Enabled Operational
Platform
Powel: Corey Maple, CEO of Powel NA
Oracle: Ivan Albertini, Utilities Industry Director, APAC
Wednesday,
2:30pm
Marriott –
Salon 2
S283113
Thursday,
11:00 am –
Noon
Moscone West – “Meet the
Experts” Lounge
“Meet the Utilities Experts”
Utilities Demoground
Location: Exhibition Hall - Moscone West - Area G16
Exhibition Hall Hours:
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Monday 10:30 am – 5:30 pm
Tuesday 10:45 am – 5:30 pm
Wednesday 11:00 am – 5:30 pm
Thursday 10:00 am – 1:30 pm
Utilities Solution Demonstration:
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Oracle EBS Assets Lifecycle Management
Siebel Self Service
Siebel CRM and Analytics
Oracle Spatial Technology Application
Utilities Demoground Schedule
Utilities Solution
Date & Time
Oracle Assets Lifecycle Management
• Monday 10:30 am – Noon
• Tuesday 4:00 pm – 5:30 pm
• Wednesday 3:30 pm – 5:30 pm
Siebel Utilities Solutions
• Monday Noon – 3:00 pm
• Tuesday 10:45 am – 1:15 pm
• Wednesday 1:00 pm – 3:30 pm
• Thursday 10:00 am – 1:30 pm
Oracle Spatial Technology Applications
• Monday 3:00 pm – 5:30 pm
• Tuesday 1:15 pm – 4:00 pm
• Wednesday 11:00 am – 1:00 pm
Exhibition Hall - Moscone West - Area G16
Oracle’s Corporate Product Strategy
Oracle’s Corporate Strategy
• Oracle’s Strategy hasn’t Changed in Years
• We are a Standards Based Company
• Database
• Based on Open Standards
• Fast, Secure, Reliable, Lowest Cost
• Runs on Grids – Unique to Oracle
• Middleware
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Based on Open Standards
Complete and Integrated
Lowest Cost
Runs on Grids
Oracle’s Corporate Strategy
• Applications
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Built on Our Standards Based Middleware and Database
Complete
Integrated
Extensible
Customer Choice: Applications Unlimited & Fusion
Provide Industry Best of Breed Functionality
• Scale
• Own Complete and Integrated Stack, from Database to Apps
• Move beyond ERP and into Mission-Critical Operational
Processes
• Become #1 in All Businesses, including Utilities
Protect
Extend
Evolve
Protect Your Investments
- Lifetime support and continued development of existing applications provides
maximum flexibility and choice
Extend Your Capabilities—Applications Unlimited
- Modernize and extend the value of your product lines and current application releases
- Stay on the product lines and releases of your choice with no forced upgrades
Evolve Your Business
- Move your business forward and get positive results with Oracle Fusion today
TECHNOLOGY PRODUCTS
APPLICATION PRODUCTS
ORACLE FUSION APPS
ORACLE SERVICES
CUSTOMERS / PARTNERS
ORACLE CORPORATION
OUR MISSION
Making our software a source
of continual competitive
advantage for our customers
Get Better Results
Industry Challenges, Solution
Footprint, and Roadmap
Industry Business Challenges
Market Pressures
Industry Operational Challenges
• Need for new systems to operate in deregulated
Liberalization & Globalization
market (CRM, CIS, C/OM)
• Customer Value Management, Product bundling,
Effective Marketing, System Agility, BI
• Maintain service level, increase return on assets,
and reduce maintenance costs
Pressure to Reduce Costs/Increase
Margins
• Streamline end-to-end operational processes
(Customer Care, Asset Management, Field Service)
• Move Customer Care to less costly Self-Service
Channel and improve collection time
Restructuring/Consolidation
Evolving regulatory environment; High
energy prices/volatility; Technology
Advances
Rising Customer Expectations
• Disparate, inefficient systems & processes
• Costly CIS Consolidation
• AMR technology and “Advanced” CIS (remote turn
on/off, pro-active collection processes)
• New CIS to comply for Residential TOU tariffs
• Proactive Collection measures to mitigate high bills
• Efficient Customer Care processes
• Self-Service solutions
Utilities Solution Footprint – Distribution/Retail
ANALYTICS
Marketing and Sales
New Offerings
Marketing
Automation
Sales
Automation
Account
Management
Campaign
Analytics
Order/Contract
Management
Price & Load
Modeling
Customer Interaction Channels
Contact
Center
Customer
Service
Deregulated Market Operations
Meter Data
Management
Load
Forecasting
Meter
Reading
Pay & Collect
Scheduling
& Settlement
Network and Infrastructure Controls
Outage
Management
SCADA
Campaign
Operation
Partner
Relationship
Debt
Recovery
Billing and Meter Data Management
Meter
Routing
Transactions
Management
Self
Service
Appointment
Booking
Forecasting
GIS
Rating
Bill Calculation
Invoicing
Trading and Risk Management
Production
/Storage
Trading
Network and Infrastructure Management
Portfolio
Management
Risk
Management
Records
Design
Documentation
Capital Prgm
Management
Planned
Maintenance
Project
Management
Workforce
Management
Meters
Works
GIS Data
Management
Scheduling
& Dispatch
Reactive
Maintenance
Contractor
Management
Mobile Field
Service
Wayleaves
Legal
Land
Corporate Administration
Financials
HRMS
Treasury
Payroll
Procurement
Projects
Business
Intelligence
Technology and Integration
Spatial Database, Customer/Product Master, Fusion Middleware, Collaboration Suite
ORACLE Solution
Partner Solution
Collaboration
Suite
Solution Roadmap (Confidential and Subject to Change)
Within two years
Applications
Unlimited
Application
Integration
Fusion
Applications
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Increase
Siebel Energy 8.0, 8.1
Operations
Siebel
UCM 8.0, 8.1
Efficiency
Billing
& Order Analytics
Oracle R12
Peoplesoft 9.0
JDE World A9.1
Within three years
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Siebel
Energy 8.2
Increase
Siebel
UCM 8.2
Channel
Oracle
R12.1
Reach
Peoplesoft 9.x
JDE E1 9.0
JDE World A9.2
• Siebel-Oracle
(Genesis)
• Barcelona Ph1
(Siebel, eDocs,
Portal, GL, Analytics)
• Genesis Ph 2
• Barcelona Ph2 (AR,
UCM, more)
• eCommerce, eBilling,
& eService
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Fusion Hubs v1
Fusion Analytics v1
Fusion ERP v1
Fusion CRM v1
Beyond
• Siebel Energy 8.3
• Siebel UCM 8.3
• Oracle R12.2
• Fusion Hubs v2
• Fusion ERP v2
• Fusion CRM v2
Overview of Siebel Utilities Solution
(Siebel Energy)
Competitive Landscape
Siebel Sole Leader in Gartner’s Magic Quadrant
for Customer Service Contact Center (March 06)
Siebel Sole Leader in Gartner’s Magic
Quadrant for SFA (June 06)
Siebel Sole Leader in Gartner’s Magic
Quadrant for Field Service Management (Feb 06)
Siebel and SAP CRM Projects as a
Percentage of All CRM Projects by Industry
Sector – Gartner (Sept 06)
Product Functionality
Oracle-Siebel CRM Leadership in Utilities:
Today in its 9th Utility-Specific Release
Siebel has emerged as the industry CRM leader in
Utilities by leveraging customer input as part of
its industry-specific product evolution
• v7.8 (OM:
Eligibility,
Pricing; SSSE)
• v7.7 (Field Svc, HH,
eDocs, Performance)
• v7.5 (Price Comparison, Embedded Best
Practices, HH, Usability, UAN, PRM)
• v7.0 (Complex Orders, Move, Billing Connectors,
Service Points)
• v6.3 (Mktg Analytics, Billing Management)
• v6.0 (Integration, Billing, Credit, Fraud Management)
• v99.6 (Integration)
• v99.5 (Orders, Account Hierarchies, Premises)
• v99.0 (Configuration)
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Siebel Utilities & Energy Solution Sets…
Standardized multi-channel
customer processes
Sophisticated Segmentation
Ensure data integrity,
consistency and accuracy
Closed-Loop, Integrated &
Proactive Marketing Campaigns
Single
Customer
View
Optimal Scheduling and
Dispatch
Streamlined Field Delivery
and Consistent View
Intelligence
Driven
Marketing
Standardized Methodologies
and Processes
Proactive & Insight Driven
RelationshipSales Execution
Optimized
Field
Service
Driven
Selling
Proactively identify &
retain high value segments
Intelligent Customer
Needs Analysis
Manage loyalty program
Customer
Value
Mgmt
Customer
Personalized
Self Service
Complete self care capabilities
including eBilling, ePayments &
enrollments
Rate Plan Advisor
Personalized Up/Cross
Sell Offers
Streamlined
Customer
Care
Deliver
Perfect
Order
Zero Error Order Entry &
Validation
On-Time Order Analysis &
Optimization
Customer Value Driven
Multi-channel Service
Intuitive UI for Rapid
Employee Adoption
End-to-End Billing Management
Challenges and Strategies vary by Market…
Competitive Utility Retailers
Regulated Distribution Utilities
Challenges
• Increase market and wallet share
• Increase revenue with new high
margin products and services
• Prevent churn
• Reduce costs
Challenges
• Reduce costs
• Consistent, reliable service across all
channels
• Operational Efficiency / Measurement
Mass Market Strategies
• Differentiate service offerings from competition
• Single View of the Customer
• Deliver new high margin products and services
• Convergence/Bundling of energy and non-energy
offerings
• Consistent, high-quality level of service across all
channels
Strategies
• Drive customers to lower cost channels
• Implement repeatable, measurable best
practices
• Consolidation, CDI
• First Quartile Service
C&I Strategies
• Lowest commodity prices, superior deal structuring
• Accurate pricing and superior risk management
• Efficient, insight-driven sales
…Driving Different Solution Sets and Metrics
Competitive Utility Retailers
Siebel Energy Solution Sets
• Self Service
• Mobile Service Delivery
• Customer Value Management
• Single View of the Customer
• Customer Order Management
• Business Intelligence
Measurable Outcomes
• Reduced churn
• Reduced cost of acquisition
• Improved campaign
effectiveness
• Increased revenue per
customer
Regulated Distribution Utilities
Siebel Energy Solution Sets
• Self Service
• Mobile Service Delivery
• Streamlined Customer Care
Measurable Outcomes
• Reduced calls to call center
• Improved first call / first visit
service resolution
• Improved customer
satisfaction
• Improved dispatch efficiency
CRM 8.0/8.1
• Task Oriented User Interface guides
users through key tasks
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Improves product ease of use
Lowers training costs
Enables standardization of processes
Drag and drop designer enables rapid
changes to business process
• Scale and Performance
Improvements
• Industry Application Functionality
• Enable WebServices into Customer
Portal
• Basic Order Capture in 8.0
• Additional C/OM tasks in 8.x
Siebel CRM OnDemand
Release Themes
Release 11
 Outbound Email
Campaigns
 Forecasting multiple
currency rollups
 Lead conversion picklist mapping
 Performance
enhancements
Release 12
 Analytics performance
 Forecast visibility
 Enhanced product
revenues
 Contact OnDemand
multi-tasking
 Desktop integration
enhancements
 Web services
enhancements
Candidate R13
 Pre-built integration
with Oracle EBS
 Oppty to
Quote/Order
 360 view
 Hosting infrastructure
enhancements
Candidate R14
 Enterprise PSR
 Usability
 Advanced Admin /
Customization
 Expanded CRM
 Industry
enhancements
 Analytics
enhancements
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 remain at the sole discretion of Oracle.