Oracle CRM Overview - Southern New England - · PDF fileOracle CRM Overview Shannon Holgate ... CRM Related Teams at Oracle Jesper Anderson SVP Industry, EBS ERP & Fusion Strategy

Oracle CRM OverviewShannon 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 EdwardsEnterpriseOneJD EdwardsEnterpriseOne

OracleE-Business SuiteOracleE-Business Suite

JD EdwardsWorldJD EdwardsWorld

$

$

$

$

SiebelEnterprise CRMSiebelEnterprise CRM$

You Have A Significant InvestmentIn Your IT Systems


Your Investment





$

$

$

$

SiebelEnterprise CRMSiebelEnterprise CRM$

Which WillBe Preserved

Into 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 8.9Version 8.9


Current Version

Version 11i.10Version 11i.10




VersionA7.3 & A8.1

VersionA7.3 & A8.1


Version 7.8Version 7.8SiebelEnterprise 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 Enterprise Performance Management 8.9 and every level of the organization 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 improved functionality 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 and analysis capabilities.”

- Jim Richardson, Dir. Bus Process Engineering, Millipore

Enterprise8.9

EnterpriseOne8.11

E-BusinessSuite

11i.10


Version 9Version 9


Version 12Version 12

Next Version

…Plus, New Versions of All Product Lines Are on the Horizon



Current Version





Version A9Version A9VersionA7.3 & A8.1

VersionA7.3 & A8.1


Version 8Version 8Version 7.8Version 7.8SiebelEnterprise CRMSiebelEnterprise CRM

A Glance at What’s New…Oracle EBS 12.0

• Delivered on latest Fusion middleware technology• Data model and functional architecture changes use Fusion• Migration of numerous Oracle EBS applications to Fusion toolset• Numerous industry and horizontal enhancements

Siebel Enterprise CRM 8.0• Task-based user interface• Specific functionality for Public Sector, Auto, Finance, Life Sciences, CPG • Deeper desktop integration (MS Office, Outlook, etc.)

PeopleSoft Enterprise 9.0• Adoption of Fusion Data Hubs, BAM technology• Key customer driven enhancements

JD Edwards Enterprise One 8.12• Business intelligence• Blend management, transportation enhancements

JD Edwards World A9.1• Desktop integration• Improved corporate compliance support• Improved process workflows



Version 9Version 9


Version 12Version 12

Next Version

Now Let’s Extend Indefinitely…



Current Version





Version A9Version A9VersionA7.3 & A8.1

VersionA7.3 & A8.1




Applications UnlimitedStay on the Applications Product Line of Your Choice

• Continued Product Releases

• Customer Driven Product Roadmaps

• Dedicated Development Teams

• No Forced Upgrades





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 Demand

Release 11• JD Edwards

EnterpriseOne 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 Edwards

EnterpriseOne 8.12• JD Edwards World A9.1• Siebel 8.0• CRM On Demand

Release 12 • Portal Integrations• Telephony@Work

Integrations

• E-Business Suite• PeopleSoft

Enterprise• JD Edwards

EntepriseOne• JD Edwards World• CRM On Demand

Release • Oracle Retek• Oracle Demantra• Oracle G-Log• Oracle Portal• Oracle

Telephony@Work

Evolve.



Although the Applications Product Lines Will be Protected and Extended into the Future…

Version 9Version 9Version 8.9Version 8.9PeopleSoftEnterprisePeopleSoftEnterprise

Version 8.12Version 8.12Version 8.11Version 8.11JD EdwardsEnterpriseOneJD EdwardsEnterpriseOne

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

Version A9Version A9JD EdwardsWorldJD EdwardsWorld

Version A7.3 & A8.1

Version A7.3 & A8.1



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

&Next Generation ApplicationsNext Generation Applications

Version 9Version 9Version 8.9Version 8.9PeopleSoftEnterprisePeopleSoftEnterprise

Version 8.12Version 8.12Version 8.11Version 8.11JD EdwardsEnterpriseOneJD EdwardsEnterpriseOne

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

Version A9Version A9JD EdwardsWorldJD EdwardsWorld

Version A7.3 & A8.1

Version A7.3 & A8.1



Oracle’s Next Generation of Business Applications is Called Fusion Applications


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

Bes

t Pra

ctic

es

Bes

t Pra

ctic

es

Bes

t Pra

ctic

esOracle Fusion ApplicationsOracle Fusion Applications

Bes

t Pra

ctic

es






Bes

t Pra

ctic

es


Oracle Will Provide Upgrade Scriptsto Move to Fusion Applications

FusionApplications

FusionApplications

Upg

rade

s11i.10

1211i.10

12OracleE-Business SuiteOracleE-Business Suite


8.88.99.0

8.88.99.0


XE8.118.12

XE8.118.12


A7.3A8.1A9

A7.3A8.1A9


7.88

7.88



Manage Multiple Product LinesThrough Efficient Resource Allocation

New Technology Platform

New Features & Maintenance

Operations

Pre-Acquisition GM Model

E-Business Suite

EnterpriseOne

World

Enterprise

Siebel

Fusion

Operations

• Focus new technology investment on Fusion

• Keep existing lines focused on enhancing product functionality for existing markets

• Centralize operations


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 will involve 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 generation

Fusion 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 Releases

More 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, low

risk software enhancements.• Bring innovation to these customers through the delivery of Fusion

technology 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 OracleCRM Related Teams at Oracle

Jesper AndersonSVP Industry, EBS ERP &

Fusion Strategy

Paco AubrejuanVP Industry Product Strategy

John WookeySVP, Applications Division

Ed AbboSVP EBS/Siebel/Fusion CRM

Carolyn ChambersVP EBS/Siebel/Fusion CRM

Strategy

Doris WongGeneral 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

UnlimitedUnlimitedVersion 9.1Version 9.1Version 9.0Version 9.0

Next 12 Months

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 Chain Management

• Customer Relationship Management

• Human Capital Management

• Financial Management

• Total Ownership Experience

• Customer-Driven Features

• Updates & Additions to Platform 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 or

opportunity information from within activity detail

• One-click access to case or opportunity detail

Enhancements



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. The name of the game from a user point of view is to extend and enhance their existing investment. This provides a clear message to PeopleSoft CRM customers that the product will be supported and enhanced going forward.’ "

Bill Band, Forrester Research as quoted in Oracle upgrades PeopleSoft CRM from SearchCRM.com


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

PeopleSoft CRM 9.0: Largest PeopleSoft CRM release 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


PeopleSoft CRM 9.0 ThemesExtend Value with Next Generation Technology

Standards 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 for Financial Services and Communications marketsContinue CRM for Higher Education investment



Extend Value with Next Generation Technology


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 HubConsolidate, enhance, and share master customer data

Web ServicesShare PeopleSoft release 9 functionality with other applications


Web ServicesShare More PeopleSoft Functionality with Other Applications

• Orders• Leads• Cases• Customers• Tasks

• Invoices• Payments• Financial

sanctions(OFAC*)

• Procure-to-pay

• Vendor validation

• Recruiting• Person• Job data• Demographic

data

CRM FMS SCM HCM

Corporate NetworkCorporate Network

OtherApplications

New

Web

Ser

vice

s in

R9

• CRM delivers 19 Web Services, 70+ Service Operations

• PeopleTools 8.48 delivers Tools to create Web Services


Best in Class BPMDesignDesign 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 transactions Plug and play external services with delivered CRM web servicesCreation of tasks and alerts from BPTrack business process progress with graphical monitor


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

Consolidate customer data from multiple systems into a central location

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

Share single master customer dataacross the enterprise

Enhance customer knowledge and business insightLeverage your existing IT investmentsGenerally 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 R9

CRM

ESA

FMS

HCM

SCM

Output FormatsData Sources

Any XMLData Source

PDFRTF

Business User

PublishingEngine

XML

• Email• Printer• Fax

HTMLXML

Letters

FundTransfers

OnlinePaychecks

OrderConfirmations

Bills GovernmentGrant Forms

Destination

EDIExcel

XML PublisherEnable Business Users to Format and Deliver Documents and Reports



Drive Superior Ownership Experience


Superior Ownership ExperienceCommon Enhancement Highlights

Actionable 360-Degree View

Redesigned Worklist

Auto-save of recent searches providing streamlined processes with reduced clicks and page transfers

Enable Quick Create in search results


Actionable 360-Degree View

•Edit Contact Info within the 360•Related Grids•Contextual Actions: Create Case with a Quick Code, Close Case•Carry more information from the 360 when creating a Case or Service Order

Streamline call handling and service resolution process


Worklist RedesignImprove agent efficiency and decision making

•Folder structure for organizing work

•Saved Search for common searches

•Bulk Reassign Cases and Service Orders

•Improved transaction specific data displayed

•Personal comments to WL items

•Notification Purpose and Priority displayed


Superior Ownership ExperienceService and Multi-channel Enhancement Highlights

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

Redesigned multi-channel toolbar – Universal Agent Desktop

Global payroll integration for HelpDesk for Human Resources

Service Level Agreement enhancements

Case Task Management


Text TraysSpeed data entry for commonly keyed text

•Text is automatically populated in fields using hot keys

•Users memorize quick keys or select from Text Tray

•Users subscribe to System quick keys or create their own

•Available in Chat, Case and E-mail


Superior Ownership ExperienceSales Enhancement Highlights

Order CaptureBulk Service managementFuture-dated orders, Temporary OrdersEnhanced Order Status managementManagement of Subscriptions

Sales/Contact ManagementGroup Calendar; Tasks on Company, Partner, Call ReportCall Report Standalone, BtoBBusiness CardingEmail integration using InfosynchMobile Sales – Task & Business carding enhancements, support for Intellisync Mobile Suite


Enhanced Order Status

Link to Process Monitor


Superior Ownership ExperienceMarketing Enhancement Highlights

Integration framework to 3rd party offer management solutions

Enhanced survey capabilities with online marketing

Integration with Student Administration 8.9

OLM: Frequency Management, Dialog Mover, Usability and Performance Enhancements, Enhanced Bounce Management


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

•Present communication messages or product/service offers •Measure offer effectiveness and profile the target buyer•Track history with offer presentation, customer response, and reporting



Deliver Deep and Adaptive Industry & Business Processes


Deep and Adaptive Industry ProcessesAdaptable business process management tools to meet the needs of rapid growth, changing processes and to integrate with heterogeneous systems

Delivered business processes and incremental functionality for Financial Services and Communications markets

Continued CRM for Higher Education investment


Deep and Adaptive Industry ProcessesCommunications

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

Enhanced Order & Service Management, Support for the Wireless Market

Financial Services

Delivered sample business processes for Financial Account Creation and Lead & Referral Management

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

Higher Education

Higher education packaged analytics, Integration to 8.9 Campus Solutions

Investment in Online Marketing, foundation for Student LifecycleManagement


Release 9.0 AdvantagesApplications and Technology Drivers

Applications Technology

Combination of 8.9 and 9.0 feature set provides strategic advantage

Next Generation Technology embedded in applications

Demand Driven Release - built specifically for the installed base

Invest in technology that is foundation for future

Applications Unlimited & Lifetime Support



What Customers Are Saying

about 9.0


TodayUsed for their global retail banking division and is the basis for their multi-channel banking platformDifferentiate themselves in a competitive marketplace with personalized services and high quality customer serviceLive on Marketing, Telemarketing, Sales, SupportInstalled CRM 8.9 in Brazil (2005) and Upgraded (October 2006) to CRM 8.9 in The Netherlands

Why 9.0 is CompellingBPEL to replace their homegrown BPM solution and support their multichannel 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 divisionsCorrespondence management with XML PublisherTasks enabled for CompaniesEnhanced Worklist capabilities

Customers Talk about CRM 9.0


Customers Talk about CRM 9.0Today with 8.9

Support student and faculty facilities and IT requests, bolster student recruitment & 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 and optimized for the different business processes required for IT vs Facilities support

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


Customers Talk about CRM 9.0High Tech Customer

Today with 8.8Global single instance call center. Vision of integrated multichannel contact center pushing high volume/low value customers to lower cost channelsBtoB sales force selling computers, servers, software to education institutions and SMB. 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 productivity Universal Agent Desktop for true universal queue with Genesis providing the foundation for a multichannel contact center

Significant number of customizations now standard in the combined 8.9 and 9.0 release enhancementsWeb Services provide the flexibility to call PeopleSoft logic in the back-end from their own custom user interfaces that are optimized for their call flowsOracle Fusion Middleware (BPEL and Oracle Portal) provide standards based integration technology today bringing them closer to Fusion



New Offerings


Call Center On Demand IntegrationEliminate Telephony Complexity

•Delivers Computer telephony integration (CTI)•Skills-based routing •CTI integration uses IVR data for contextual application screen pops•Integrated with PeopleSoft 8.9 Support, HelpDesk & HR HelpDesk•Scale up or down as demand changes



The Roadmap


Continued Product ReleasesBeyond 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

2006 2007 2008

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

• 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

• 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 that

are part of the 9.0 Upgrade Community• Website updated Wednesday 10/25

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

9.0 Upgrade User Community


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 that

are part of the 9.0 Upgrade Community• Website updated Wednesday 10/25

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

9.0 Upgrade User Community


How We Can Work Together 9.0 Early Success Program

What is It?• An Oracle program to assist PeopleSoft customers in their upgrade

to CRM 9.0Benefits

• Focused attention from PeopleSoft GSC, Development and Strategy Management…including regularly scheduled conference calls

• Oracle Solution Center performs technical upgrade• Assigned Support Manager for the duration of the ESP upgrade • Prioritized review of all ESP related cases/incidents• Inclusion into the “We Care” program after go-live• Opportunity to influence future direction of the product

Additional information• Send email with contact information to:

[email protected]


How We Can Work TogetherCustomer 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

•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
