2006 11 03 SNUG CRM Overview Roadmap

8/8/2019 2006 11 03 SNUG CRM Overview Roadmap

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Oracle CRM Overview

Shannon HolgatePrincipal Sales Consultant, CRM



© 2006 Oracle Corporation – Proprietary and Confidential

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Program Agenda

• Oracle/PeopleSoft Update: Applications

Unlimited• CRM 9.0 Highlights

• The Roadmap

• How We Can Work Together




Some Recent Applications Acquisitions




PROTECT Your Existing Investment

EXTEND the Value of Your Applications

EVOLVE You to the Next-Generation

Oracle Applications StrategySimply Put …



Protect.

CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract




Your Investment

PeopleSoftEnterprisePeopleSoftEnterprise

JD EdwardsEnterpriseOne

JD Edwards

EnterpriseOne

OracleE-Business SuiteOracleE-Business Suite

JD EdwardsWorldJD EdwardsWorld

$

$

$

$

SiebelEnterprise CRMSiebelEnterprise CRM$

You Have ASignificant

InvestmentIn Your ITSystems




Your Investment



JD Edwards

EnterpriseOne



$

$

$

$

SiebelEnterprise CRMSiebelEnterprise CRM$

Which Will

Be PreservedInto The Future




0 1 2 3 4 5 6 7 8 9 10

SustainingSupport

ExtendedSupport

PremierSupport

Years of Support

Unlimited

Oracle Lifetime SupportYour IT Investment Can Be Supported Indefinitely



Extend.





Version 8.9 Version 8.9

Version 8.11Version 8.11

Current Version

Version 11i.10 Version 11i.10


JD EdwardsEnterpriseOneJD EdwardsEnterpriseOne


Version A7.3 & A8.1

Version A7.3 & A8.1


Version 7.8 Version 7.8 SiebelEnterprise CRMSiebelEnterprise CRM

In the Past 24 Months, New Versions of AllApplications Product Lines Have Been Released




New Versions are Strong

“We recently went live on PeopleSoft EnterprisePerformance Management 8.9 and every level of theorganization has given it a big thumbs up.”

- Lori Austin, CFO Kansas City Board of Public Utilities

“Our implementation of JDE EnterpriseOne 8.11was on time and on budget. With the improvedfunctionality and usability, we expect to improve

efficiencies and gain competitive advantage.”- Phil Walton, Group Director of IT, Spirent Communications

“With the 11i.10 release, we can fully integrate our training programs into the Oracle HRMS platform and

leverage a rich new set of business intelligence andanalysis capabilities.”- Jim Richardson, Dir. Bus Process Engineering, Millipore

Enterprise8.9

EnterpriseOne

8.11

E-BusinessSuite

11i.10




Version 9 Version 9


Version 12 Version 12

Next Version

…Plus, New Versions of All Product LinesAre on the Horizon



Current Version





Version A9 Version A9 Version A7.3 & A8.1

Version A7.3 & A8.1


Version 8 Version 8 Version 7.8 Version 7.8 SiebelEnterprise CRMSiebelEnterprise CRM






Version 9 Version 9


Version 12 Version 12

Next Version

Now Let’s Extend Indefinitely…



Current Version





Version A9 Version A9 Version A7.3 & A8.1

Version A7.3 & A8.1


Version 8 Version 8 Version 7.8 Version 7.8 SiebelEnterprise CRMSiebelEnterprise CRM




Applications UnlimitedStay on the Applications Product Line of Your Choice

• Continued Product Releases• Customer Driven Product Roadmaps

• Dedicated Development Teams

• No Forced Upgrades


JD Edwards

EnterpriseOne

JD Edwards

EnterpriseOne



SiebelEnterprise CRMSiebelEnterprise CRM

Tailored for Your Industry,Processes, and Geography




In ProgressIn ProgressDeliveredDelivered In PlanningIn Planning

Applications Unlimited RoadmapDelivering On Oracle’s Commitment to Applications CHOICE

• PeopleSoft Enterprise 9.0

• Siebel 7.8

• CRM On DemandRelease 11

• JD EdwardsEnterpriseOne 8.11

• Oracle Retek• Oracle G-Log 5.5

• Oracle Portal 7.3

• Retek Integrations

• G-Log Integrations

• Siebel Integrations

• E-Business Suite 12

• PeopleSoft Enterprise 9.0

• JD EdwardsEnterpriseOne 8.12

• JD Edwards World A9.1

• Siebel 8.0

• CRM On DemandRelease 12

• Portal Integrations

• Telephony@WorkIntegrations

• E-Business Suite

• PeopleSoftEnterprise

• JD EdwardsEntepriseOne

• JD Edwards World

• CRM On DemandRelease

• Oracle Retek

• Oracle Demantra

• Oracle G-Log

• Oracle Portal

• OracleTelephony@Work



Evolve.





Although the Applications Product Lines Will beProtected and Extended into the Future…

Version 9 Version 9 Version 8.9 Version 8.9 PeopleSoftEnterprisePeopleSoftEnterprise

Version 8.12 Version 8.12 Version 8.11Version 8.11JD EdwardsEnterpriseOneJD EdwardsEnterpriseOne

Version 12 Version 12 Version 11i.10 Version 11i.10 OracleE-Business SuiteOracleE-Business Suite

Version A9 Version A9 JD EdwardsWorldJD EdwardsWorld

Version A7.3 & A8.1

Version A7.3 & A8.1

Version 8 Version 8 Version 7.8 Version 7.8 Siebel

Enterprise CRM

Siebel

Enterprise CRM




… A New Generation of Business ApplicationsWill Be Created and Released In PARALLEL

&Next Generation ApplicationsNext Generation Applications

Version 9 Version 9 Version 8.9 Version 8.9 PeopleSoftEnterprisePeopleSoftEnterprise

Version 8.12 Version 8.12 Version 8.11Version 8.11JD EdwardsEnterpriseOneJD EdwardsEnterpriseOne

Version 12 Version 12 Version 11i.10 Version 11i.10 OracleE-Business SuiteOracleE-Business Suite

Version A9 Version A9 JD EdwardsWorldJD EdwardsWorld

Version A7.3 & A8.1

Version A7.3 & A8.1

Version 8 Version 8 Version 7.8 Version 7.8 Siebel

Enterprise CRM

Siebel

Enterprise CRM




Oracle’s NextGeneration of BusinessApplications is CalledFusion Applications




Fusion Applications Will Include the “Best of”Functionality From All Applications Product Lines

B e s t P r a c t i c e s



Oracle Fusion ApplicationsOracle Fusion Applications



JD Edwards

EnterpriseOne



Oracle

E-Business Suite

Oracle

E-Business Suite

SiebelEnterprise CRMSiebelEnterprise CRM





Oracle Will Provide Upgrade Scriptsto Move to Fusion Applications

Fusion

Applications

Fusion

Applications U p g r a d e s

11 i .1012

11 i .1012Oracle E-Business SuiteOracle E-Business Suite

PeopleSoft EnterprisePeopleSoft Enterprise

8.88.99.0

8.88.99.0

JD Edwards EnterpriseOneJD Edwards EnterpriseOne

XE8.118.12

XE8.118.12

JD Edwards WorldJD Edwards World

A7.3A8.1A9

A7.3A8.1A9

Siebel Enterprise CRMSiebel Enterprise CRM

7.88

7.88





Manage Multiple Product LinesThrough Efficient Resource Allocation

New TechnologyPlatform

New Features &Maintenance

Operations

Pre-Acquisition GM Model

E-BusinessSuite

EnterpriseOne

World

Enterprise

Siebel

Fusion

Operations

• Focus newtechnologyinvestmenton Fusion

• Keep existinglines focusedon enhancingproductfunctionalityfor existingmarkets

• Centralizeoperations




A Comment on Upgrades…

• Moving from supported Siebel, PeopleSoft, JD Edwards, and Oracleproduct lines to Fusion will be an UPGRADE

• Data conversion for Oracle EBS will involve an“in place” upgrade

• Data conversion for Siebel, PeopleSoft, and JD Edwards products willinvolve a process known as an “A to B” upgrade in which data is

mapped from a source to target system using ETL tools

Reimplementation of Systems is Not Required!




Continue with your currentapplications system which will be protected

and extended indefinitely into the future

-- Or --

Based on your requirements and timeline,you can upgrade to the next generationFusion Applications when available

……Whatever You Decide,Whatever You Decide,Oracle Will Take Care of You!Oracle Will Take Care of You!

Oracle Offers You CHOICEOracle Offers You CHOICE ……



Protect. Extend. Evolve.

The Value of Your Software Investment.






Oracle/PeopleSoft Update




Oracle’s Applications StrategyApplications Unlimited Delivers More…More Choice • Remain On Existing Applications

• Upgrade To New ReleasesMore Visibility • Customer-Driven Product Roadmaps

More Value • Dedicated Development Teams• Continued Product Releases

More Time • No Forced Upgrades

• Deploy Additional Modules

• Adopt Fusion Technology

• Oracle Lifetime Support




Serving PeopleSoft CustomersDedicated PeopleSoft Development Team

Team Charter• High quality production support so that our customers can run their

businesses with the highest degree of software service.

• Increase the value of that investment through the delivery of high-value, lowrisk software enhancements.

• Bring innovation to these customers through the delivery of Fusiontechnology on the PeopleSoft Enterprise product platform.

Business Unit Scope• Development, PeopleTools, QA, Doc/Curriculum Dev, and Product Strategy• Pillar coverage:

• Customer Relationship Management (CRM)• Supplier Relationship Management (SRM)• Supply Chain Management (SCM)• Enterprise Learning Management (ELM)• Enterprise Performance Management (EPM)

• Human Capital Management (HCM)• Financial Management Solutions (FMS)• Asset Lifecycle Management (ALM)• Enterprise Service Automation (ESA)




General ManagerDoris Wong

CRM Development Vice PresidentAndrea Ruiz

PeopleTools Development Vice PresidentBinu Mathew

HCM Development Vice PresidentCarolyn Cozart

Application Architecture and TechnologyTBD

SCM Development Vice PresidentStephanie Merenda

Information Development DirectorGreg Parikh

FMS/ALM/ESA Development Vice PresidentAlex Man

Application Environments Vice PresidentKim Green

EPM Development Vice PresidentAlex Man

Quality EngineeringTBD

Product Strategy Vice PresidentJohn Webb

Serving PeopleSoft CustomersDedicated PeopleSoft Development Team




How the PeopleSoft BU Fits at Oracle

CRM Related Teams at Oracle

Jesper Anderson

SVP Industry, EBS ERP &Fusion Strategy

Paco AubrejuanVP Industry Product Strategy

John WookeySVP, Applications Division

Ed Abbo

SVP EBS/Siebel/Fusion CRM

Carolyn ChambersVP EBS/Siebel/Fusion CRM

Strategy

Doris Wong

General Manager, PeopleSoft

John WebbVP PeopleSoft Strategy




Continued Product ReleasesBeginning with Release 9.0

PeopleSoft Release 9.0 Timeline• All product families planned for delivery in the next 12 months

Latest ReleaseLatest Release Next ReleaseNext Release

Unlimited Unlimited Version 9.1Version 9.1Version 9.0 Version 9.0

Nex t 12 Month s

Enterprise Learning

Management

9.0 GA in Q2 Financials/Supply Chain Management 9.0

Human Capital Management 9.0

Enterprise Performance Management 9.0 GA in Q3

Customer Relationship Management 9.0 GA in Q3

Applications Unlimited has NO impact on the current release 9.0 content or schedule

Portal 9.0





Enterprise One CRM 8.12



New Modules

Preview: EnterpriseOne 8.12

MajorEnhancements Tools 8.96

• Supply Management- Operational Sourcing

• Manufacturing- Grower Management

- Grower Pricingand Payments

- Blend Management

• Supply ChainManagement

• CustomerRelationshipManagement

• Human CapitalManagement

• FinancialManagement

• Total OwnershipExperience

• Customer-DrivenFeatures

• Updates & Additions toPlatform Support





Customer Relationship Management

Businesses require unprecedented visibility to customer and operational

information

KeyBusinessDriver

Activity Entry withReduced Keystrokes

• Defaults for active type,identifier type, and duration

Related Caseand Opportunity

• Visibility to related case oropportunity information fromwithin activity detail

• One-click access to case oropportunity detail

E

nhancements





Enterprise CRM 9.0




CRM 9.0 – Quick Facts

Generally Available August 14thWell received by Press and Analysts

“ ‘It's good news for PeopleSoft customers. Thename of the game from a user point of view isto extend and enhance their existinginvestment. This provides a clear message to

PeopleSoft CRM customers that the product willbe supported and enhanced going forward.’ "

Bill Band, Forrester Research as quoted inOracle upgrades PeopleSoft CRM fromSearchCRM.com




CRM 9.0: Largest PeopleSoft CRM ReleaseDelivers on Technology, Delivers on Applications

PeopleSoft CRM 9.0: Largest PeopleSoft CRMrelease since 8.0

2X the features as 8.9

PeopleTools 8.48: Largest PeopleTools Release in

the history of PeopleSoft/Oracle

Underscores Oracle ’ s commitment to PeopleSoft applications and customers

P l S f CRM 9 0 Th




PeopleSoft CRM 9.0 Themes

Extend Value with Next Generation TechnologyStandards based technologies today to ease integration and lowercostsInvest in the foundation for Fusion

Drive Superior Ownership ExperienceUsability, productivity and performance enhancements direct fromcustomers, usability studies – “the customers’ release”

Marketing, Sales, Service – value add for existing investments

Deliver Deep and Adaptive Industry and Business ProcessesDelivered business processes and incremental functionality forFinancial Services and Communications marketsContinue CRM for Higher Education investment





Extend Value with NextGeneration Technology

E d V l U i N G i T h l




Extend Value Using Next Generation TechnologyIntegrating Key Fusion Capabilities into Release 9

XML PublisherEnable business users to create documents leveraging XML data

Business Process OrchestrationDefine and coordinate cross-application business processes

Business Activity MonitoringOperational management via personalized, real-time dashboards

Customer Data Hub

Consolidate, enhance, and share master customer data

Web ServicesShare PeopleSoft release 9 functionality with other applications

b S i




Web ServicesShare More PeopleSoft Functionality with Other Applications

• Orders• Leads• Cases• Customers• Tasks

• Invoices

• Payments

• Financialsanctions(OFAC*)

• Procure-to-pay

• Vendorvalidation

• Recruiting• Person• Job data• Demographic

data

CRM FMS SCM HCM

Corporate NetworkCorporate Network

Other Applications

N e w

W e b

S e r v i c e s

i n R 9

• CRM delivers 19 Web Services, 70+ Service Operations

• PeopleTools 8.48 delivers Tools to create Web Services

Best in Class BPM




Best in Class BPM

DesignDesign ExecuteExecute MonitorMonitor

Standards based business process orchestration with BPEL Process MgrDesign business processes with a graphical UIProvide industry standard interfaces for applications and legacy system integrations

Tight integration to PeopleSoft CRMInitiate business processes from PeopleSoft transactionsPlug and play external services with delivered CRM web servicesCreation of tasks and alerts from BPTrack business process progress with graphical monitor

C D H b




Customer Data HubIntegrate Out-of-the-Box with EBS R12

Consolidate customer data from multiplesystems into a central location

Ensure quality customer informationResolve duplicate customer and transactiondata and prevent future duplicationsEnrich with 3rd party content, such as D&B

Share single master customer dataacross the enterprise

Enhance customer knowledge and business insight

Leverage your existing IT investments

Generally Available CY 2007* Data Quality Management

CustomerData HubCustomerData Hub

Master CustomerData

DQM*

OracleOracle SAPSAP LegacyLegacy




Embedded in CRM applications for real-time merge of correspondence management

Templates(examples)

XML PublisherPeopleSoft

Enterprise R9CRM

ESA

FMS

HCM

SCM

Output FormatsData Sources

Any XMLData Source

PDF RTF

Business User

Publishing

EngineXML

• Email• Printer• Fax

HTMLXML

Letters

FundTransfers

OnlinePaychecks

OrderConfirmations

Bills GovernmentGrant Forms

Destination

EDI Excel

XML PublisherEnable Business Users to Format and Deliver Documents and Reports





Drive Superior OwnershipExperience

Superior Ownership Experience




Superior Ownership ExperienceCommon Enhancement Highlights

Actionable 360-Degree View

Redesigned WorklistAuto-save of recent searches providingstreamlined processes with reduced clicks andpage transfers

Enable Quick Create in search results

Actionable 360-Degree View




g

•Edit Contact Infowithin the 360

•Related Grids

•ContextualActions: CreateCase with a QuickCode, Close Case

•Carry moreinformation fromthe 360 whencreating a Case orService Order

Streamline call handling and service resolution process

Worklist Redesign




Worklist RedesignImprove agent efficiency and decision making

•Folder structure fororganizing work

•Saved Search for

common searches•Bulk ReassignCases and ServiceOrders

•Improvedtransaction specificdata displayed

•Personal comments

to WL items•Notification Purposeand Prioritydisplayed





Superior Ownership ExperienceService and Multi-channel Enhancement Highlights

Dynamic rendering of Case user interface,optimized based on role, business unit or other

criteriaRedesigned multi-channel toolbar – UniversalAgent Desktop

Global payroll integration for HelpDesk forHuman Resources

Service Level Agreement enhancements

Case Task Management







p p pSales Enhancement Highlights

Order CaptureBulk Service management

Future-dated orders, Temporary OrdersEnhanced Order Status managementManagement of Subscriptions

Sales/Contact ManagementGroup Calendar; Tasks on Company, Partner, Call ReportCall Report Standalone, BtoBBusiness Carding

Email integration using InfosynchMobile Sales – Task & Business carding enhancements, supportfor Intellisync Mobile Suite

Enhanced Order Status




Link to

Process

Monitor



Offer Management




Offer ManagementLeverage 3 rd party optimization engine for automated,real-time, self-learning offers

•Presentcommunication

messages orproduct/serviceoffers•Measure offereffectiveness and

profile the targetbuyer•Track history withoffer presentation,customer response,and reporting





Deliver Deep and AdaptiveIndustry & BusinessProcesses

Deep and Adaptive Industry Processes





Adaptable business process management tools to meetthe needs of rapid growth, changing processes and tointegrate with heterogeneous systems

Delivered business processes and incrementalfunctionality for Financial Services and Communicationsmarkets

Continued CRM for Higher Education investment





Communications

Delivered business processes for Mobile Number Portability,Lost/Stolen Wireless Handset and Prepaid Account Setup

Enhanced Order & Service Management, Support for the WirelessMarket

Financial Services

Delivered sample business processes for Financial AccountCreation and Lead & Referral Management

Web Services for Remote Portlets (WSRP) enablement of financialservice portal pagelets, creation of new portlets

Higher Education

Higher education packaged analytics, Integration to 8.9 CampusSolutions

Investment in Online Marketing, foundation for Student LifecycleManagement

Release 9.0 Advantages




Applications and Technology Drivers

Applications Technology

Combination of 8.9 and 9.0 feature set providesstrategic advantage

Next Generation Technologyembedded in applications

Demand Driven Release - builtspecifically for the installed base

Invest in technology thatis foundation for future

Applications Unlimited& Lifetime Support





What Customers Are Sayingabout 9.0

Customers Talk about CRM 9.0




TodayUsed for their global retail banking division and is the basis for theirmulti-channel banking platformDifferentiate themselves in a competitive marketplace withpersonalized services and high quality customer service

Live on Marketing, Telemarketing, Sales, SupportInstalled CRM 8.9 in Brazil (2005) and Upgraded (October 2006) toCRM 8.9 in The Netherlands

Why 9.0 is CompellingBPEL to replace their homegrown BPM solution and support theirmultichannel banking platformEnhanced SLA functionality to entitle based on customer valueCase user interface dynamically rendered based on business unit,tailored and optimized for the different regional retail divisions

Correspondence management with XML PublisherTasks enabled for CompaniesEnhanced Worklist capabilities

Customers Talk about CRM 9.0




Today with 8.9Support student and faculty facilities and IT requests, bolster studentrecruitment & retentionData quality management a huge issuePartnership with Oracle to define CRM for Higher Education offeringLive on 8.9 Support, Chat, Self-Service, Marketing, Online Marketing

Why 9.0 is CompellingReduction of customizations - get support on this functionality from Oracle,lowers DePaul's cost to maintain the applicationsNew functionality to increase productivity in the contact center

Case user interface dynamically rendered based on business unit, tailored andoptimized for the different business processes required for IT vs Facilitiessupport

Service oriented architecture for easier integration with various systems at theUniversity for enrollment management/prospectingData Quality Management using the Customer Data Hub

Customers Talk about CRM 9.0High Tech Customer




High Tech CustomerToday with 8.8

Global single instance call center. Vision of integrated multichannel contact centerpushing high volume/low value customers to lower cost channelsBtoB sales force selling computers, servers, software to education institutions andSMB. Integration to SAP Financials7000 internal users live on Sales, Support, implementing CTI with

Why 9.0 is CompellingAccumulation of 8.9 + 9.0 features compelling

360-Degree View and Worklist enhancements for improved agent productivityUniversal Agent Desktop for true universal queue with Genesis providing the foundationfor a multichannel contact center

Significant number of customizations now standard in the combined 8.9 and 9.0release enhancements

Web Services provide the flexibility to call PeopleSoft logic in the back-end fromtheir own custom user interfaces that are optimized for their call flowsOracle Fusion Middleware (BPEL and Oracle Portal) provide standards basedintegration technology today bringing them closer to Fusion





New Offerings

Call Center On Demand IntegrationEli i t T l h C l it




Eliminate Telephony Complexity

•Delivers Computertelephony integration(CTI)•Skills-based routing•CTI integration usesIVR data forcontextualapplication screenpops•Integrated withPeopleSoft 8.9Support, HelpDesk &HR HelpDesk•Scale up or down asdemand changes





The Roadmap

Continued Product ReleasesBeyond Release 9 0




Beyond Release 9.0

Focus of PeopleSoft Roadmap• Ongoing adoption of Fusion technology components• Integration – X PeopleSoft & to other Oracle products where it makes sense

• New enhancements – innovation, usability, performance & customer focused• Consideration for back-porting selective capabilities to prior releases which

have a supported migration path to FusionPeopleSoft Release 9.1 Timeline

200 6 200 7 200 8

PeopleSoft Release 9.0 GA’s

Solicit Feedback and Finalize PeopleSoft

Release 9.1 Plan

PeopleSoft Release 9.1 GA(18-24 Months After 9.0 GA)

Post Updates of Integrations,Features & Web Services





How We Can Work Together

How We Can Work TogetherUpdates and Information from Oracle




Updates and Information from Oracle

• How do we communicate?• Fusion CRM User Group Website• Customer Connection

• Oracle.com• Conferences - OpenWorld, Collaborate• Customer Focus Groups

• Upcoming Communications• Advisor Calls – 9.0 Deep Dives, Oracle Updates• Upgrade Community

• 9.1 Focus Groups

How We Can Work Together9 0 Upgrade User Community




9.0 Upgrade User Community

• Hosted by the Fusion CRM User Group• Register at http://www.fusioncrm.org , select “Interest Area” of

“9.0 Upgrade”

• Subscribe to 9.0 Upgrade Forums, network with others thatare part of the 9.0 Upgrade Community

• Website updated Wednesday 10/25

• Sponsored by Oracle• Webcast 1 st Week of December for “Upgrade 101”• Webcast to follow on Upgrade topics of interest driven by the


How We Can Work Together9 0 Upgrade User Community





• Hosted by the Fusion CRM User Group• Register at http://www.fusioncrm.org , select “Interest Area” of

“9.0 Upgrade”

• Subscribe to 9.0 Upgrade Forums, network with others thatare part of the 9.0 Upgrade Community• Website updated Wednesday 10/25

• Sponsored by Oracle• Webcast 1 st Week of December for “Upgrade 101”• Webcast to follow on Upgrade topics of interest driven by the




How We Can Work TogetherCustomer Focus Groups




Customer Focus Groups

What is It?• Opportunity to provide direct feedback on requirements and

design of CRM 9.1

Benefits• Small groups working directly with Development and Strategy

Management• Opportunity to influence future direction of the product

Additional information• To apply for participation, send email with contact information

to: [email protected]

How We Can Work Together9 0 Information on Customer Connection




9.0 Information on Customer Connection

•Transfer of Information (TOI)•Recorded Presentation of Functional Details of CRM 9.0

•To Access•Log on to Customer Connection

•Click on Oracle University

•Click on Access Current Release Online Training

•Navigate to Enterprise CRM 9.0 TOIs

