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1 1 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

2 December, 1 st, 2011 Paris Oracle CRM : L innovation au Service de la Mobilité Commerciale Alexandre Losson - Managing Director CRM EMEA Business & Decision Sebastien Barillot CRM Sales Consulting Team Leader Oracle 2 Copyright 2011, Oracle and/or its affiliates. All rights reserved. Pascal Hary CRM Sales Development Manager Oracle En collaboration avec

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 decision. The development, release, and timing of any features or functionality described for Oracle s products remains at the sole discretion of Oracle. Oracle Confidential: Not for Distribution 3 3

4 Business & Decision is a Global Consulting and System Integrator 2010 revenue : 237 M BI E- bus PM EIM CRM 2800 Employees 19 countries a Multi-Specialist Business Intelligence & EPM BI World-Wide Magic Quadrant. Gartner Customer Relationship Mgt & MDM CRM European Magic Quadrant. Gartner E-Business Where To Find Help For Interactive Design Projects In Europe, Forrester Unique expertise recognized globally by independent industry analysts 4

5 Our approach for Customer Experience Management Marketing Lead Management Sales Service Fullfiment Performance Mgt Packaged software ALERTER CRM processes based on a longlasting foundation A relational model with customer paths that take all channels into consideration Social CRM Search marketing Mobile devices Cross channel Self-service BPM Feed back management Search engine Real Time Marketing Augmented reality Social CRM M. Commerce Lead Management Mobile CRM The use of IT innovations to improve sales experience and efficiency EIM MDM ECM and shared Dématérialisation Leverage robust repositories ( customer, product, sites ) EIM MDM Data Quality Rules Engine Digital asset repositories

6 Mobile and Social network are the two building blocs to blur the lines between CEM and CRM programs Mobile and Social network are two pillars to drive sustainable, real time, personalized & ongoing customer relationships rather that anonymous and event based Mobile Always connected Personalized experience Context aware (including location) Where the action is Adapted to any situation (face to face, self service) + Social network Personalized and engaging Mostly Inbound Conversational Person to Person Viral Customer driven CRM 6

7 The CRM Point of view : bringing back the R from CRM Mobility is a key priority for CRM initiatives across all domains Source : Gartner 7

8 Mobility and CRM : how to align with your CRM initiatives? Closer to your customer Where the action is for your field forces 8

9 Designing uses cases for customer facing mobile applications Goal Fournir un bouquet de service et les adapter aux spécificités des canaux de communication utilisé par chaque client Usages Devices Connexions E-Commerce Discount/coupons/incentive Loyalty card Notifications Click to buy Product Search Context aware apps At home At the office Transports In the shop Service géo localisés + + Mobile Apps Price comparators On line checking barcode/flashcode readers Direction Business Produits, Promotions Amis Social Networks Universal communication Unified Registry Photo, music games , Telephone VoIP Facebook Twitter Linkedin Skyrock, Productivity tools Home banking Payment Real time news

10 Designing use case for the mobile enterprise Sales & Marketing Boost the sales cycle Planification des actions commerciales Recommandation produit Configuration produit Prise de commande Disponibilité des produits/services Formulaire et signature électroniques Mobile Mobile employee The mobile office Fonctions de communication Planification des déplacements Saisie des temps Facturation des prestations E-learning, accès aux expertises Gestion des congès Fonctions RH Service & Support Enterprise Directors & Managers Decision to action Améliorer le service client Gestion des interventions sur site Diagnostic et base de connaissance Paiement et upselling Planification et dispatching des tournées Recherches et commande de pièces détachées Real time alerts Social networks Dashboard, Mobile BI Aproval Workflow Office automation Productivity apps Unified Communicatios 10

11 From Sales force automation to sales force empowerment Reinventing Face to face selling scenarios Qualify Identifier les leads et opportunités Organiser son plan de visite Démarche collaborative de qualification des besoins clients et de son potentiel Support Rechercher et expliquer les meilleures offres Collaborer à la sélection des solutions Transformer le client en acteur de la vente Acquire Réaliser la vente en face à face sans rupture Capturer les documents et la signature client Gérer le paiement en continu de l'acte de vente Délivrer le service en temps réel Share Comparer les offres Echanger ses impressions Demander ou donner un avis 11

12 Business & Decision: mobilizing your processes, employees and customers Innovate Customer Mobile Mobile Enterprise Improve E-business Social Networks & Intranets CRM Business Intelligence Enterprise Apps (industry specific, ERP ) Prepare Choice of devices Mobile Device Management Dedicated expertise and partnership with mobile leaders 12

13 Sales Reps Haven t Embraced their CRM System CRM System End User Adoption Rate Half of reporting companies say adoption is still below 75% CSO Insights,

14 Mobile Devices Are Revolutionizing Sales Conversations Wind Menus Used by Sommeliers Clienteling Apps Used in Retail Customer Surveys 14

15 Mobile Devices: More Powerful and Less Hassle than Laptops What I can do with phone/tablet Run apps Access , Phone, SMS Find a location with GPS Take a picture or read a barcode Less hassle for me to do it Instant-On Long Battery Life Small, Lightweight Simplified User Interface Standards Show multi-media presentations Capture a signature 15

16 For Mobile Sales Reps, One Size Doesn t Fit All 3 Key Considerations 1. What industry is my company in? Different business process requirements 2. What devices has my company standardized on? Apps are device-dependent 3. How often are my reps disconnected? They ll need a disconnected solution. 16

17 Oracle CRM Provides a Complete Solution Connected Mobile Sales Phone Real-time Disconnected Mobile Sales ipad Offline-sync CRM Desktop Outlook Offline-sync 17

18 Designed to Work Across Multiple Back Ends Connected Mobile Sales Disconnected Mobile Sales CRM Desktop 18

19 Day in the Life Revolves Around the Customer Meeting Plan Your Day Scheduling tools Maps Wrap Up Document outcome Create follow up steps Prepare to meet Customer profile/history Customer analytics Alerts Meet with Customer Sell with Interactive Media Transact with signature capture 19

20 CRM Desktop CRM Sales functionality is available for Microsoft Outlook CRM Data: Customer, Opportunity, and Lead data available in Outlook PIM Data: Calendar, Contact, and Task data consolidated in Outlook Users Control: How Information is sync ed to the CRM system Interaction Tracking: Makes it easy to track, analyze interaction with customers Offline Access: Sales reps can access sales data while disconnected from network Support custom extensions 20

21 Oracle Connected Mobile Sales Horizontal & Real Time Horizontal Sales Real-time, Connected Native iphone & Blackberry Apps Easy to Configure CRM On Demand, Siebel, Fusion 21

22 Oracle Corporation

23 Oracle Disconnected Mobile Sales Optimizes Customer Interactions Offline Enhanced User Experience UI optimized for the ipad, iphone, & Blackberry Full disconnected support Multi-media detailing with finger notation Built in signature capture for samples Major Functionality Call Planning Call Execution Sample Management Account and Contact Management Signature Capture edetailing 23

24 Oracle Corporation

25 Oracle Social Network with CRM Easy, Effective and Efficient to use across Virtual Teams Drives sales force collaboration with natural Conversations throughout the sales cycle Promotes sales team productivity through purposeful social networking without the noise Builds cross-team knowledge by integrating Conversations with CRM and other business applications Oracle Corporation

26 Connect Anywhere Anytime Oracle Corporation

27 Oracle Leverages Mobility to Deliver on the SFA Vision Platforms: Simplification without Sacrifice Changing the Customer Conversation The Platform is Agile Open to Collaborative Selling Process Oracle Corporation

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