Work in CRM On Demand Desktop CON7384 Jeff Lumsden, Senior Manager CRM On Demand Product Management

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2 Work in CRM On Demand Desktop CON7384 Jeff Lumsden, Senior Manager CRM On Demand Product Management Vlad Voskresensky, CEO invisiblecrm Lee Thompson, Oracle Account Manager invisiblecrm September 29, 2014

3 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. Oracle Confidential 3

4 Program Agenda Why Desktop Matters CRM Desktop Desktop Lite Customer Success Story Oracle Confidential 5

5 Who is invisiblecrm? invisiblecrm is the leading provider of productivity tools which integrate Enterprise Applications (CRM, Service and Help Desk, HRM, ECM, ERP, et al) with Personal User Environments (Windows, Outlook, Lotus, Mobile, etc.) We bridge the gap between how enterprise systems work and how people work every day. invisiblecrm delivers to market a unique set of technologies and its own customizable solutions built on these technologies

6 invisiblecrm & Oracle In 2008, invisiblecrm partnered with Oracle to develop and OEM CRM Desktop

7 Challenges Salespeople hate CRM. If you are a salesperson and you love CRM, be prepared. You are CRM's unicorn a mythical beast, ripe for capture and exhibition at the salesperson zoo Paul Greenberg CRM at the Speed of Light How to make users LOVE their CRM?

8 Challenges Sales reps live in Outlook and many don t want to change are often on the road, disconnected Enterprise purchase decisions are often IT- centric and don t involve users Without turning CONSumers to PROsumers it is tough to get expected ROI

9 The Approach Don t change the way people work Change the software

10 The Approach Involve users in the evaluation Learn how they work; both power users and regular users Meld the solution into their habits, daily routine and existing tools; such as Outlook Usability > Adoption > Addiction = Better ROI

11 The Solution CRM Desktop Technology only is NOT enough. The molecule should be complete Weaknesses in any part may cause health problem of Office integration Integration technology Not just objects sync Filtering & extensibility Performance, Scalability, Reliability Smart approach CRM Need preparing for integration scenarios API optimization Changes in system itself Customers Simplicity of usage Customizability Specifics

12 Program Agenda Why Desktop Matters CRM Desktop Desktop Lite Customer Success Story Oracle Confidential 13

13 Oracle CRM On Demand Desktop Users live in Microsoft Outlook Provides ability to manage subset of CRM data within Outlook to support day-to-day tasks Synchronize calendar, contacts, opportunities, accounts, leads and back to CRM On Demand Data available with/without network connectivity Oracle Confidential 14

14 Oracle CRM Desktop Clearly indicate if record is shared Online lookup to associate records that haven t been synchronized Pre-defaulted Owner and Book values save time Administrative and User Level Filtering control data volume Duplication and Conflict Resolution Highly configurable Oracle Confidential 15

15 Desktop Lite Scaled down version of CRM On Demand Desktop No license cost Available for multi-tenant and single tenant Can have some users on Desktop Lite and some on full Desktop Seamless upgrade to full Desktop Oracle Confidential 16

16 Desktop Lite vs full Desktop Objects Synchronized Synchronization Depth Desktop Lite Contact, Activity, Accounts as reference only No child objects; Contact sync s Primary User and Activities where Contact is Primary Full Desktop Contact, Activity, Account, Opportunity, Lead Synchronizes Child Objects Synchronization Limit 3000 Activities, 2000 Contacts Best Practice 10K records Activity Associations Primary Contact only All associated Contacts Synchronize Yes Yes Oracle Confidential 17

17 Desktop Lite vs Desktop full Desktop Lite Full Desktop Full Synchronization Frequency Once per 4 hours Once per 2 hours Incremental Synchronization Frequency Unlimited Unlimited Supports Configuration No Yes Package linked to Roles No Yes Duplication Checking Contacts: No Accounts: Same as CRM OD Yes, plus highly configurable Oracle Confidential 18

18 Program Agenda Why Desktop Matters CRM Desktop Desktop Lite Customer Success Story Oracle Confidential 19

19 CRM Desktop Pella s initial look at the CRM on Demand Desktop product

20 Business drivers Expand the reach of CRM Simplify interaction with CRM Improve access to CRM information

21 Progress Installed in Development Environment Demo to Subset of Users SuperUsers Testing

22 Early Learning Easy to setup and install out of the box Familiar interface encourages quick adoption Capable of package customization - steep learning curve Intuitive deployment of package updates Different toolset to maintain Pella fields and layouts

23 Quotes From Business Users Can easily decide to add Outlook s and Activities to CRM - Seems Seamless Offline capability is pretty great Far superior to PIM Sync

24 What s Next Model sales process to determine when and how to use CRM Desktop Continue to define our mobile strategy

25 Summary Oracle Confidential 26

26 Summary Drive user adoption by leveraging Outlook Collect data in CRM On Demand without requiring behaviour change Familiar look and feel drives ease of use Maximize productivity with minimal training Oracle Confidential 27

27 Additional Resources Support Forums Sample Code for integrating with CRM On Demand html Oracle Cloud Marketplace &_afrWindowMode=0&_adf.ctrl-state=tvcvdt5a0_4 Oracle Confidential 28

28 CRM On Demand Activities Topic Time Room Getting the Best Value out of CRM On Demand Work in ! How CRM On Demand Desktop Drives Efficiency and User Adoption The Customer Experience Journey: How CRM On Demand Delivers CX and Insperity The Future of Oracle CRM On Demand: Roadmap and Strategy for Continuous Innovation Amplify Performance with a Disconnected Mobile App for Oracle CRM On Demand Monday 3:00 3:45 Monday 4:15 5:00 Tuesday 12:00 12:45 Tuesday 4:15 5:00 Wednesday 10:15 11:00 Moscone West 2003 Moscone West 2003 Moscone West 2016 Moscone West 2014 Moscone West 3012

29 CRM On Demand Activities Topic Time Room Running Your Business on CRM On Demand Analytics CRM On Demand Meet the Experts Oracle CRM On Demand for the Mobile User Driving Oracle User Adoption through Gamification Best Practices for Configuring and Customizing CRM On Demand Social CRM: Leveraging Social Media Within Oracle CRM On Demand Wednesday 12:45 1:30 Wednesday 4:30 5:15 Thursday 11:30 12:15 Thursday 12:45 1:30 Thursday 2:00 2:45 Thursday 3:15 4:00 Moscone West 3012 Moscone West 3000 Moscone West 3000 Moscone West 3000 Moscone West 3000 Moscone West

30 Oracle Confidential 31

31

32 ORACLE CLOUD Software-as-a-Service Global Human Resources Talent Management Enterprise Planning Financial Reporting Enterprise Resource Planning Marketing Commerce Sales Service Billing and Revenue Management Platform-as-a-Service Infrastructure-as-a-Service 33

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