1 Copyright © 2011, Oracle and/or its affiliates. All ... · Create SRs, Solutions, Leads Tracks response ... from Siebel to social networking sites Recurring loyalty member rewards

1 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.


Siebel CRM Strategy and Roadmap

Presenter


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.


Agenda

Siebel CRM Roadmap

Siebel CRM Strategy

Siebel CRM & Oracle Fusion Applications


Siebel CRM Strategy


Siebel CRM Overview Since AU Announcement in 2006…

2500 New Siebel Features

36 New Products

9 Industry-specific Solutions for CRM

4 Siebel CRM Releases

Plus Several Major Acquisitions:

Haley Oracle Policy Automation (OPA)

E-Docs Oracle Self Service e-Billing

ATG Web Commerce & Live Help

InQuira Knowledge Management


Siebel CRM 8.2 Release Summary

• Siebel 8.0 (2007)

• Siebel 8.1 (2008)

• Siebel 8.1.1 (2009)

• Siebel 8.2 (2010)

Deep Industry • Public Sector Social Services

• Oracle Policy Automation – Cross Industry

• Deeper Loyalty for Travel & Transportation and Retail

• CRM Offline Client for Life Sciences

• Personal Content Delivery for Life Sciences

• Financial Services Order Management

• Communications Order to Activate AIA

• High Tech Service Transformation

• Enhanced B2C and B2B Telecom EBPP & Analytics

Continued

Innovation

• Mobile Sales

• Customer Hub (UCM) – Enterprise Governance Manager

• CRM Desktop

• Open UI

Enterprise-Grade

CRM

• Integrated CRM for Incentive Compensation

• Deeper Support for Data Quality & Governance

• Optimized Order Mgmt

• Process-Driven CRM (Task Based UI/Workflow)

• High Availability Upgrade/GoldenGate

• CRM On Demand Integration – Hybrid Implementations

• 4 Releases Since Acquisition

• 36 New Products

• 469 New Enhancements

• 9 Industry-Specific Solutions


Siebel CRM 8.x Momentum

Customers Working With Siebel CRM 8.x


Siebel CRM Investment Strategy Deliver Timely Additive Solutions Value That Are Easy to Adopt

STRATEGY

• Add Innovations in 8.1.x and

8.2.x releases

• Annual Innovation Packs

• 3 Fix Packs per year

• ~3 Year Major Release Cycle

OBJECTIVES

• Continue Delivery of Value

Add Innovations

• Provide Innovations More

Frequently

• Adopt Innovations without

Upgrading

8.1 IP 8.2 IP 8.2.2 8.2 IP 8.1 IP 8.x 8.1 IP


Siebel CRM Investment Strategy

LOWER TCO

SOCIAL SIMPLICITY MOBILITY

INDUSTRY


Siebel CRM Roadmap


Simplicity Browser Independence

Great User Experience on any

Browser

Smart, efficient, with a modern

look and feel

Major Functionality

Standards based, open next

generation browser client for

desktop and tablets

Highly optimized usability and

productivity

Easy to deploy and maintain


Simplicity Enhanced Task Flows with TBUI

Easy to use, flexible development

process

Drag and drop designer enables

rapid process and task change

Provides declarative framework

for defining tasks and processes

Minimizes scripting

Data not committed until task is

complete


Voice Plans

Data Plans

Text Plans

Simplicity Key Commerce task flows powered by ATG

Core

New Order

Advanced

Modify Order

Promotion Upgrade/Downgrade

Product Launch/Introduction


Mobility Desktop Solution

Personal and business contacts in a single list provides single address book for the end user

Custom CRM objects in same folder structure as native objects

Embed CRM data in desktop applications

Unified calendar, tasks, and contacts

Offline access to CRM data

Enforce business rules for data entry

Increase User Adoption

Minimize training costs


Mobility Connected Mobile Solution

Native Device Support

Capture Customer Interactions

Access to CRM Data

Custom Objects & Attributes

Proximity Search of CRM Data


Mobility Disconnected Mobile Solution

Rich, Interactive presentations

integrated with the Application UI optimized for the iPad, iPhone,

and Blackberry

Instant-on

Major Functionality Call Planning, Call Execution and

debrief

Account and Contact Management

Integrated GPS, telephony,


Social Empowering Agents with Knowledge and Social Communities

Siebel CRM

Create SRs, Solutions, Leads

Tracks response

Holds complete customer profile

Oracle InQuira

Integrated Knowledge Mgmt with in-context

search

Agent-Agent Forums and Collaboration

Managed Customer communities

Social Platform

Monitors social media

Identifies relevant posts

Provides analysis dashboards

Invoking the search automatically

populates the query from the

Summary/Title of the case

The agent can now select any

number of answers and click

add them to the case.

Embedded view in Siebel, activity

(reply to post) captured in Buzzient,

and sent back into Siebel for creation.


Social Maximize Brand Affinity and Engagement

Posting loyalty promotions to

social networking sites

directly from Siebel

Seamless and automated

distribution of Loyalty promotions

from Siebel to social networking

sites

Recurring loyalty member rewards

and recognition for sharing

promotions virally

Systematic tracking of loyalty

program members’ social behaviors


Lower TCO Deliver Tools to allow for quick adoption of Innovation Packs

New innovations delivered through

additive schema changes, no

disruption to existing schema for

customers

Tooling that shows the difference

between the repositories, allowing

ability to test only focused areas

Automated tooling to merge

innovations(ACR) to central

repository Prerequisite

Steps

Incremental

Repository

Merge

Apply

Schema

Changes

Import

Seed

Data

Post

Merge

Tasks

Innovation Pack


Lower TCO Install, Patch and Deploy

Installation Cloning

Patch Deployment

Server Configuration Deployment

Integrate Siebel Deployment

Procedure into Oracle Enterprise

Manager


Lower TCO Siebel Diagnostics and Monitoring

Performance Dashboard

Improved Siebel Server Control

Improved Configuration

Management

Improved Logging

System Probes

Health Checks


Siebel CRM Industries

– Investment Highlights


Communications, Media and Energy

Personalized Innovative

Offerings

INNOVATE

Consistent, personalized, and engaged customer relationship

ENGAGE

Improved service at lower cost

SIMPLIFY


Public Sector

Handle Controls and Transitions Based on

Information from Parent/Child Business

Components

Enhanced State Model Framework Enables Status

Controls for Case, Benefit Plan, Benefit, Payment,

Order, and Service Plan.

Control Status Changes Across

Different Object Layers to Maintain

Consistent Case Management

Lifecycle

Siebel eService

Integration with OPA

Web Determinations

Hierarchical State

Model

Enhanced Effective

Dating Framework


Retail

Consultative selling/ Line

busting

Actionable customer insight

Lists

Appointments Tasks Profile/Pref Wishlists

Analytics

Search

Customizations

Loyalty Social Checkout Offer/ Reco. Segmentation Interactions PLA

TF

OR

M

Emails

Catalogs

Knowledge Management

Linebuster

Products

Orders Interactions Cloud

Customers Appointments and Tasks

Siebel CRM Retail Systems

3rd Party Customer

Systems ERP Systems

Stores RE

PO

SIT

OR

Y

CH

AN

NE

L

Web Services/ REST APIs

Oracle Clienteling Solution– Conceptual Architecture

Connectors / Adapters

In-context recommendations

1:1 Contact management

Personalized offers and

contextual

recommendations

Quick campaigns

Wishlist management

Catalog/Shopping

Task Management


Solutions that work with

Siebel CRM


Oracle Customer Hub

History & Audit

Events & Policies

Data Governance

Manager

List Import Workbench

Identification & Cross-Reference

Source Data History Rules based

Survivorship

Address Validation

Enrich

Manage Decay

Enhanced Match & Merge Unmerge

Multi-language

Publish & Subscribe

Transports & Connectors

Authorization Registry

Roles & Relationships Party

Brands Vertical Variants

Related Data Entities

Trusted Customer Data

World class data governance

Deep & easily configurable yet

upgradeable Industry specific schema

Pre-built library of extensible fine

grain & composite web service

Robust DQ & unique

Knowledge Based MDM offering

High performance “heavy duty”

import

Web Services Library


Oracle Policy Automation

Customer Self-Service

Business Agility

Low Training Costs

Auditible Transparency

Consistent Decisions

• Easily maintain self-service solutions for

customers to sign up for products or

services, or to make claims

• Respond faster to changing

regulations and policies for how

products or services are

delivered, priced or offered

• Rapidly roll out product and

process changes to call center and

other agents that must sell to or

provide service to customers

• Improve transparency of decision-

making, both externally (if

needed) and internally for

business optimization and audit

• Deliver scalable IT services that

share logic across channels,

systems and processes as

needed Oracle

Policy

Automation


Oracle CRM Product Roadmap

Siebel 8.1 Innovation Pack

• RTD/Next Best Action

• Enhanced Integration with Fusion Middleware

• Connected Mobile Sales

• MDM PIP’s 11.1

• Customer Hub Exa* Benchmark


• Consumer Packaged Goods Quick Start

• Advanced Order Management for Telco

• Warranty Management

• AIA 2.5.1

• ORS Integration

• Customer Hub (UCM) 8.2

Siebel 8.2.1

• Public Sector Social Services

• Deeper Loyalty for T&T and Retail

• More Hospitality Event Operations

Siebel 8.2.2

• Financial Services (Bank in a Box)

• Public Sector

Oracle Fusion CRM 11G R1

• Sales , Marketing, PRM, Incentive Compensation, Contracts,

Customer Hub

• Extensibility

• Desktop Integration, Mobility

• New Platforms: IE, Firefox, iPhone, Blackberry, Outlook


• CEM / ATG Integration

• Disconnected Mobile Sales (iPad)

• Incremental Deployment

• Advanced Promotions for Telco

• Utilities Multi-Site Ordering

• Siebel DOO Integration

Oracle Policy Automation 11.0

• Policy Workgroup Best Practices

• Enterprise Policy Services

• Policy Analytics and Insight

• New Policy Modeling Hub Product

CRM On Demand R19

• Connected Mobile Sales

• iPad Support

• CRM Desktop (Outlook interface)

• Operations transparency – QOS

• Cloud extensibility

• More Life Sciences, More Insurance

CRM On Demand R19 Innovation Pack

• iSales/Disconnected Mobile Sales (iPad)

• Contact Center on Demand

• OPA Integration

• More Marketing and Sales Integration


• Open UI – Browser Independence

• Siebel-InQuira Integration

• Social Loyalty and Marketing

• Enhanced MDM Survivorship & X-Ref

• Enterprise Data Quality & Governance

Oracle eBilling 6.1

• Integrated Self-Service

• WebCenter Portlet Support

• Device Independent

• Browser Experience

• Mobile Experience

• Synergy with Fusion Technology

CRM On Demand R20

• Mobile – Enhanced iSales and CRM Desktop

• Deeper Life Sciences

• Enhanced Insurance, Financial Service and

Automotive

• More Integrated Marketing

• Hosted Code (PaaS)

Oracle Fusion Applications 11g


Siebel CRM Optimized

with Oracle Technology


Oracle Fusion Middleware Value to Siebel Customers


Oracle Stack Optimization Value to Siebel Customers


Fusion Applications


The New Standard for Innovation Complete Applications Platform That Adapts to Your Business

The New Standard for Work

Complete User Experience That Shows What You Need to Know or Do

The New Standard for Adoption

Complete choice of options, from cloud to device and suite to module

Oracle Fusion Applications The New Standard for Business


Oracle Fusion

Financial Management Oracle Fusion

Human Capital Management

Oracle Fusion

Supply Chain Management

Oracle Fusion

Project Portfolio Management

Oracle Fusion

Customer Relationship Management

Oracle Fusion

Governance, Risk & Compliance

Fusion Applications 11g The New Standard for Business

Oracle Fusion

Procurement


Co-Existence Solutions Extend Your Business Value with Fusion Apps

CRM

SCM

HCM

PPM

Procurement

Financials

E-B

usin

ess S

uit

e

Pe

op

leS

oft

JD

Ed

wa

rds

Fu

sio

n A

pp

lic

ati

on

s

Ind

us

try A

pp

lic

ati

on

s

Siebel CRM

Hyperion Fusion GRC Fusion Accounting Hub

Fusion Shared-Service

Procurement

Fusion Talent

Management Cloud

Fusion Incentive

Compensation

Primavera

Fusion CRM Cloud

CRM On Demand

Fusion Distributed Order Orchestration

Agile PLM Value Chain Planning &

Execution Fusion Product

Hub

Fusion Project Portfolio

Management

ATG Commerce

Fusion HCM

Cloud


Applications Unlimited

Fusion Middleware

New Applications

Complete Choice

Applications Unlimited

Commitment to ongoing

enhancements & support of

Oracle Apps

Lifetime Support

The most comprehensive

support policy available

Co-Existence

Apps designed to add value

& work with your existing

investments

Years from Release G/A

0 5 8

Premier

Extended

Sustaining


Q&A



Documents

1 Copyright © 2011, Oracle and/or its affiliates. All ... · Create SRs, Solutions, Leads Tracks response ... from Siebel to social networking sites Recurring loyalty member rewards