Oracle CRM for Desktop

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CRM Innovations for Sales Productivity: Oracle Siebel CRM DesktopBrian Kelly, Senior Principal Product Manager

© 2009 Oracle Corporation – Proprietary and Confidential

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.


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Agenda

• The Business Problem• Overview of Siebel CRM Desktop



The Business Problem


Need for Desktop IntegrationCRM data and process in Outlook / Notes

• Corporations want 360° view of customers– Requires that users update

and maintain CRM data in the corporate application

– Requires that customer meetings be tracked in the central CRM database

– All activities associated with end customers maintained centrally



• Many users prefer to manage customer interactions and data in Microsoft Outlook or Lotus Notes– Require ability to manage subset

of CRM data to support day-to-day tasks

– Require ability to manage calendar, contacts, and email communication and relate it back to CRM data

– Require ability to keep shared calendar and contact data in sync between Microsoft Outlook & Lotus Notes and the CRM system

– Require ability to navigate to CRM system to do periodic advanced tasks



CRM Desktop bridges the gap between how users work and how enterprise applications work



Overview of Siebel CRM Desktop


Basic Functionality

Shares native data between the mail application and the CRM application– No duplicate entry of calendar,

task, contact data– Link native data to CRM data• Link a contact to an account• Attach an email to an

opportunity– Enforce Siebel validation rules at

time of data entry• Reduces sync-time errors

– Handles complex recurrence issues


Basic Functionality

Exposes non-native, CRM data (e.g., Accounts, Opportunities) within the desktop– Allow user to do basic tasks,

including data maintenance, within the mail application

– CRM validation rules are applied at time of data entry, minimizing synchronization issues

– Subset of visible data is maintained locally


Basic Functionality

• Complete customization– Required field validation– Context-sensitive fields– Read-only fields– Calculated fields– Linked fields– Multi value fields– Hierarchical pick lists– Custom controls– Metadata Sync

• Offline capability– All features available

when in offline mode– Sync automatically when

network available– Conflict detection


Benefits

• Low user training requirement– User can focus on learning about CRM entities, not a new

user interface

• Increased user adoption of CRM– User has access to their basic business data in one

application• No need to jump from application to application for basic

tasks• More likely to keep data current

• Better data provided to management– Realize CRM goals

Technology

Oracle CRM for Desktop