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Oracle’s Siebel CRM On Demand and Integration to EBS Pam Davis Melissa Wangberg Uniting Business and Technology www.cdgroup.com Growth and the Customer Why it Pays to be Customer Centric Customer loyalty leaders’ growth rates vs. industry averages 30% 30% 30% 30% 26% 25% 24% 18% 20% 18% 17% 14% 15% 10% 13% 8% 5% 5% 6% 5% 5% 3% 0% Retail Food Rental Cars Motorcycles Luxury Autos Credit Cards Airlines Insurance Mutual Funds Source: Bain Consulting (Frederick Reichheld, “The Loyalty Effect,” Harvard Business School Press). Industry Average Loyalty Leader The Problem The Solution Siebel CRM On Demand Pipeline Visibility and Business Trending Performance Dashboards Historical Trend Analysis 360 Degree Customer View Prebuilt Integration Complete customer history (quotes, orders, assets, SRs) Collaborative Web 2.0 Features Sticky Notes & Message Center Widgets & RSS Feeds Easy to Use Sales Coaching and Assessment Virtual Call Center Email Marketing 5 Uniting Business and Technology www.cdgroup.com <Insert Picture Here> Larry Ellison CEO “We think OnDemand is going to be increasingly important. We think the Oracle CRM OnDemand products are improving at a very, very rapid rate, and we intend to invest in them heavily.” Oracle CRM On Demand – Rapid Innovation Release 15 Release 13 Delivering value faster than other on demand solutions Release 11 Release 9 • Branding • Lotus Notes integration Release 7 Release 3 Release 1 • • • • Sales Marketing Service Analytics • Offline • Outlook Sync • Partners & Competitors Release 5 • Web Services enablement Release 8 Release 6 Release 2 • Attachments • Advanced Import 2007 2006 2004 Release 4 • Outlook Email Integration • Products & Assets • Globalization • Prebuilt integration to Oracle EBS 2008 • Call Center On Demand 2005 2003 • Email campaigns • Forecasting multi-currency rollups • Collaborative features • Widgets/RSS feeds • Industry Editions • Sales Process Coach • Desktop integration • Advanced Calendar • Group Sharing • Segmentation Wizard Release 12 Release 14 • Next-generation • Analytics usability enhancements • Advanced Release 10 • Forecast customization • Custom Tabs visibility and & Tables administration • Multiple sales • Enterprise processes integration • Intelligent • Expanded CRM scripting • Data mgmt 8 Real Results Customer Results 30% increase in 32% increase in new customer satisfaction retail checking customers Doubled profits in 20% increase in call- two years handling speed $31 million savings 25% decrease in in call center costs cost per call 65% decrease 14% increase in cross- in order-processing time sell revenue Siebel CRM On Demand Industry Leading Hosting Services Oracle Hosting • • • • AFCOM and Network World – Data Center of the Year 2005 Operations based on industry – standard frameworks and certified by SAS70 Over 500 Enterprise customers with most rigorous requirements Automatic upgrade and maintenance Benefits • • • • Single vendor commitment Operational excellence Responsiveness Investment in future services Boost Sales Productivity and Effectiveness Features • • • • • Automatic lead qualification Two-tier lead management Sales process coaching Automatic opportunity assessments Triangulated forecasting Benefits • • • Increases lead quality and conversion Close more deals, more quickly Improves sales effectiveness Easy to replicate the success of your best salespeople Improved Pipeline Visibility Increased Marketing Effectiveness Features • Comprehensive campaign execution and analysis features • Embedded email marketing • Create targeted, personalized campaigns Segment Customers Import Prospect List Analyze Campaigns Assign Leads for Follow-up Create Targeted Campaign Execute Campaign Benefits • Turnkey marketing solution saves time, increases productivity • Improves marketing campaign effectiveness • Powerful analytics enables focus on highest impact campaigns Customer Insight Through Analytics Features • • • Pre-built dashboards that analyze customer value, profitability, loyalty Customer trend reporting Intuitive report designer to build custom analysis Benefits • • • Know who your most important customers are Proactively address vital customer issues Strengthen loyalty through better responsiveness Pre-built Industry Solutions Financial Services Life Sciences Referral/lead management Household/contact management Financial profiling and portfolio tracking Customer analysis Medical education/events management Complex relationship management Medical field sales planning and forecasting High Tech Automotive Asset management Marketing fund management Account, contact, & opportunity mgmt Quota management Dealer profiling Vehicle & dealer service management Retail and Fleet opportunity management Instant Value Integration with Oracle E-Business Suite Tools for Collaboration The Next Generation Mobile Application Mobile Sales Assistant Application • Simple, Intuitive, Task Focused App to Increase Sales Rep Productivity While On the Go Headed to Meeting • • • Lookup/Call a Contact Jot Down Notes Get Directions After Meeting • • • Check Schedule Create New Appointments Assign Tasks & Follow-up Through-out Day • • • Check To-Do’s Add Call Notes Manage Opportunities Productivity & Collaboration – – – – Directions/Routing Capabilities Auto-Prompt Reminders for Tasks Team and Customer Contacts Collaboration Recent Items & Draft Bench Supports: Blackberry Email Marketing On Demand • • • • • • Achieve more rapid ROI with embedded best practices Gain real-time visibility into e-mail marketing performance Supports the entire e-mail marketing process Create lasting and profitable customer relationships Achieve higher response rates, lower opt-out rates, and higher conversion rates Synchronize e-mail efforts with other marketing communications Increase Customer Satisfaction and Loyalty Call Center On Demand Features • • • • • 360° customer view Centralized knowledgebase Call scripting Real-time service optimization with analytics Customer satisfaction surveys Benefits • • • More personalized, consistent service First call resolution Reduced training costs Easy to use service solution increases customer satisfaction and loyalty Announcing Oracle CRM On Demand Release 15 Features • Sticky Notes & Message Center • Widgets • RSS feeds • Action Bar enhancements • Customizable dashboards Benefits • Drive collaboration among users • Bring the best of the Web to CRM to increase productivity • Access CRM where users want it: in the application, on portals, on the desktop • Unparalleled ease of use 22 CD Group, Inc. We offer the optimal blend of business insights and technology expertise Business Consulting • Profitability Solutions • Financial Analysis and Business Case Development • Requirements Definition and Software Selection • Change Readiness and Change Management • Process Engineering • Improved Decision Making Planning Technology Implementation • 16 years of experience • Expertise in 4 classes of software: –ERP, BI,CRM and E-Business • Expertise with 2 ERP systems: –JD Edwards and Oracle EBS • Expertise in technology platforms –Oracle, Microsoft, IBM • Full range of employee-based Delivery services • Customer-centric and qualitycentric We understand and respect that Information Technology is an enabler and not a solution unto itself.