Front Office. Scott McMarrow, CPM, CPIM Front Office Sales Consultant
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1 Front Office Scott McMarrow, CPM, CPIM Front Office Sales Consultant
2 Front Office Footprint Oracle integrates marketing, sales and service functions across all channels: call center, web and field sales. Sales Marketing Service Oracle Telemarket ing Oracle Customer Care Oracle Telesales Mobile Oracle Field sales Mobile/PDA ERP Oracle Marketin g Market Place Call Center Oracle Field Service Mobile/PDA Web Internet Marketing Oracle Ecommerce Oracle Self-Service
3 Front Office Footprint Technology Stack Database Workflow Discoverer Express
4 Agenda Format Products: Marketing, Sales, Field Sales Online, Mobile Field Sales, Sales Compensation, Telephony Manager/Middleware, Internet Commerce, Web Customers, Service, Contracts, Mobile Field Service, and MRO Miscellaneous Product Information On-line Resources
5 Format Position Features/Integration
6 Marketing Positioning Oracle Marketing automates the entire marketing process from demand creation to revenue recognition. It helps marketers plan, execute, and analyze the results of customer/prospect-focused marketing campaigns. Closed Loop Marketing-Targeted Marketing-Increase Marketing ROI
7 Marketing Features/Integration 3.0 Campaigns Internet Marketing Direct Mail Telemarketi ng Response Management Qualificatio n Planning List Generation Lead Management Analysis Fulfillmen t Activity Management 3.1 Call Centers Integration Partners Integration Opportunity Management Forecasting Quotes Order List Management/Execution Service Management
8 Marketing Features/Integration 4.0 Campaigns Internet Marketing Direct Mail Telemarketi ng Response Management Qualificatio n Budget Allocation/GL Integration Lead Management Approval Task Management Fulfillmen t Activity Management Opportunity Management Forecasting Marketing Knowledgebase Multi-stage Campaigns Quotes Order Service Management
9 Sales Positioning Oracle Sales automates the entire sales cycle, from opportunity management and pipeline analysis, to forecast and order management. Increase Revenue-Win Probability-Customer Retention-Sales Representative Productivity
10 Sales Features/Integration
11 Field Sales Online Positioning Oracle Field Sales Online is a browser-based extension to Oracle Sales. Its ease of use dramatically reduces training and eliminates frustration. Increase Sales Productivity-Revenue-Maximize Sales Force Effectiveness
12 Field Sales Online Features/Integration
13 Field Sales Online Features/Integration 3.0 Account Management 3.1 Sales Rep Dashboard Contact Management 4.0 Pipeline/Global Forecast Management Order Management Team Selling Key Performance Indicators Configured Mobile Java Based
14 Mobile Field Sales Positioning Oracle Mobile Field Sales is the mobile extension to Oracle Sales. It allows sales reps to download complete territory sales information to their laptops. Any changes to information on the network or the laptop is synchronized when the representative connects to the network. Increase Sales Productivity-Flexible Selling EffortsEase of Use
15 Mobile Field Sales Features/Integration
16 Mobile Field Sales Features/Integration Palm Pilot 1000, 5000, Personal, Professional PUMA s Intellisync v3.1
17 Mobile Field Sales Features/Integration 3.0 Account Management Activity Management Contact Management Pipeline/Global Forecast Management Order Management Collateral Fulfillment Palm Pilot Integration 3.1 Windows CE
18 Sales Compensation Positioning Oracle Sales Compensation manages commissions and incentives as a key motivator to increase revenues. Increase Sales Rep Retention-Reduce Administrative Costs-Enforce Sales Model-Increase Revenue
19 Sales Compensation Features/Integration 3.0 Flexible Compensation Plans Rule-based Collection and Revenue Classification Sales Credit Hierarchies 3.1 Cumulative Quota Target Calculation Discount-based Calculation Margin-based Calculation Frcstng Compensation Complete Payment Control Manual Adjustments Salesperson Subledger 4.0 Open Calculation
20 Call Centers Positioning Oracle Call Center & Telephony Suite is a technology and applications suite that supports the operation of inbound, outbound and blended call centers. Customer Retention-Agent Productivity-Enterprisewide Capabilities-Increase Revenues
21 Release 3.0 Release 3.1 Release 4.0 Call Centers Features/Integration Switch Support Middleware CCT Applications Business Application Support Telephony Manager Aspect Nortel Lucent Rockwel l Alcatel Ericsson Others Rules Based Routing Prospect CTConnect Genesys Enterprise Routing Analysis Service Marketing Sales Connectivity IVR Predictive List Execution Call Blending Workforce Manager Scripting Fulfillment Channel Manager Oracle Telesales and Telemarketing Oracle Financial Sales and Service
22 Internet Commerce Positioning Oracle Internet Commerce is a business-to-consumer application which provides a web-based channel for unassisted selling of products direct to consumers. Extend Sales Channel-Lower Cost of Sales-Faster Time to Market-Increase Customer Care
23 Internet Commerce Features/Integration
24 Internet Commerce Features/Integration 2.0 Internet Store 3.0 Multi Currency Building/Maintenance Partner Integration Analysis and Reporting 3.1 ERP Integration Partner Integration
25 Web Customers Positioning Oracle Web Customers is a business-to-business application which provides a web-based channel for unassisted selling and services to business customers. Faster Time to Market-Value Chain EfficienciesEmpower Customers-Customer Care
26 Web Customers Features/Integration
27 Web Customers Features/Integration Web Store Service Integration Configuration/Order Placement ERP Integration Call Center Integration
28 Service Positioning Oracle Service manages customer interactions and customer information with the goal to promote customer loyalty and generate additional revenue from an existing customer base. Increase Profits-Improve Service Delivery-Proactive Care
29 Service Features/Integration 3.0 Install Base Tracking Depot Repair Repair Diagnosis, Estimate, and Approval Service Requests Repair Knowledgebase
30 Contracts Positioning Oracle Contracts is a comprehensive contracts management solution designed to create flexible service agreements tailored to supply the customer with the exact level of product service coverage they need. Maximize Market Opportunities-Extend BusinessIncrease Performance to Contract
31 Contracts Features/Integration 3.0 Flexible Contract Agreements 4.0 Complex Billing Pricing Configurator Track Warranties and Contract Renewal Dates 3.1 Counter Tracking/Mgt Event Based Entitlements Multiple Reporting Currencies Contacts Integration
32 Oracle Mobile Field Service Who do You Service? Oracle Mobile Field Service Field Service Productivity
33 Oracle Mobile Field Service The Planner Command Post Workstation
34 Expressions Progress is according to schedule. Progress is 1.5 hours ahead of schedule. We re sorry. This is going to be a long day. 45 minutes or more behind schedule The Field Service Engineer is not working. The Field Service Engineer is on the road and is ahead of schedule. The Field Service Engineer is on the road and is running late. Customer is unhappy. This appointment will most likely escalate.
35 Oracle Mobile Field Service The Service Technicians Oracle Cockpit
36 Oracle Mobile Field Service Network Coverage Start of the Day CurrentPending Job Progress Mileage Mileage TimeTransaction Agenda Meter Meter s Window End of the Ignition Key Day
37 Oracle Mobile Field Service TypePlanned of Actual service starting time time starting order Address UnplannedService Interrupted Completed Cancelled Service Service Order Order Order Doubleclick address to view workform Activity or Complaint Status ofactual task the Activity performed
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