Oracle CRM Overview. Shannon Holgate Principal Sales Consultant, CRM

Transcription

1 Oracle CRM Overview Shannon Holgate Principal Sales Consultant, CRM

2 Program Agenda Oracle/PeopleSoft Update: Applications Unlimited <Insert Picture Here> CRM 9.0 Highlights The Roadmap How We Can Work Together

3 Some Recent Applications Acquisitions

4 Oracle Applications Strategy Simply Put PROTECT Your Existing Investment EXTEND the Value of Your Applications EVOLVE You to the Next-Generation

5 Protect. CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

6 Your Investment $ $ $ $ $ Siebel Enterprise CRM PeopleSoft Enterprise JD Edwards EnterpriseOne JD Edwards World Oracle E-Business Suite You Have A Significant Investment In Your IT Systems

7 Your Investment $ $ $ $ $ Siebel Enterprise CRM PeopleSoft Enterprise JD Edwards EnterpriseOne JD Edwards World Oracle E-Business Suite Which Will Be Preserved Into The Future

8 Oracle Lifetime Support Your IT Investment Can Be Supported Indefinitely Premier Support Extended Support Sustaining Support Unlimited Years of Support

9 Extend. CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

10 Current Version Siebel Enterprise CRM PeopleSoft Enterprise JD Edwards EnterpriseOne JD Edwards World Version 7.8 Version 8.9 Version 8.11 Version A7.3 & A8.1 Oracle E-Business Suite Version 11i.10 In the Past 24 Months, New Versions of All Applications Product Lines Have Been Released

11 New Versions are Strong Enterprise 8.9 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 EnterpriseOne 8.11 E-Business Suite 11i.10 Our implementation of JDE EnterpriseOne 8.11 was 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

12 Current Version Next Version Siebel Enterprise CRM PeopleSoft Enterprise JD Edwards EnterpriseOne JD Edwards World Oracle E-Business Suite Version 7.8 Version 8.9 Version 8.11 Version A7.3 & A8.1 Version 11i.10 Version 8 Version 9 Version 8.12 Version A9 Version 12 Plus, New Versions of All Product Lines Are on the Horizon

13 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 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

14 Current Version Next Version Siebel Enterprise CRM PeopleSoft Enterprise JD Edwards EnterpriseOne JD Edwards World Oracle E-Business Suite Version 7.8 Version 8.9 Version 8.11 Version A7.3 & A8.1 Version 11i.10 Version 8 Version 9 Version 8.12 Version A9 Version 12 Now Let s Extend Indefinitely

15 Applications Unlimited Stay on the Applications Product Line of Your Choice Siebel Enterprise CRM PeopleSoft Enterprise JD Edwards EnterpriseOne JD Edwards World Oracle E-Business Suite Continued Product Releases Customer Driven Product Roadmaps Dedicated Development Teams No Forced Upgrades Tailored for Your Industry, Processes, and Geography

16 Applications Unlimited Roadmap Delivering On Oracle s Commitment to Applications CHOICE Delivered In Progress In Planning 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

17 Evolve. CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

18 Siebel Enterprise CRM PeopleSoft Enterprise JD Edwards EnterpriseOne JD Edwards World Oracle E-Business Suite Version 7.8 Version 8.9 Version 8.11 Version A7.3 & A8.1 Version 11i.10 Version 8 Version 9 Version 8.12 Version A9 Version 12 Although the Applications Product Lines Will be Protected and Extended into the Future

19 Siebel Enterprise CRM PeopleSoft Enterprise JD Edwards EnterpriseOne JD Edwards World Oracle E-Business Suite Version 7.8 Version 8.9 Version 8.11 Version A7.3 & A8.1 Version 11i.10 & Version 8 Version 9 Version 8.12 Version A9 Version 12 Next Generation Applications A New Generation of Business Applications Will Be Created and Released In PARALLEL

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

21 Siebel Enterprise CRM PeopleSoft Enterprise JD Edwards EnterpriseOne Best Practices Best Practices Best Practices Best Practices Best Practices JD Edwards World Oracle E-Business Suite Oracle Fusion Applications Fusion Applications Will Include the Best of Functionality From All Applications Product Lines

22 Oracle Will Provide Upgrade Scripts to Move to Fusion Applications Siebel Enterprise CRM PeopleSoft Enterprise JD Edwards EnterpriseOne JD Edwards World XE A7.3 A8.1 A9 Upgrades Fusion Applications Oracle E-Business Suite 11i CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

23 Manage Multiple Product Lines Through Efficient Resource Allocation Siebel New Technology Platform World New Features & Maintenance Operations Enterprise One Enterprise Focus new technology investment on Fusion E-Business Suite Fusion Operations Pre-Acquisition GM Model Keep existing lines focused on enhancing product functionality for existing markets Centralize operations

24 A Comment on Upgrades Moving from supported Siebel, PeopleSoft, JD Edwards, and Oracle product 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!

25 Oracle Offers You CHOICE Continue with your current applications 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, Oracle Will Take Care of You!

26 Protect. Extend. Evolve. The Value of Your Software Investment. CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

27 <Insert Picture Here> Oracle/PeopleSoft Update

28 Oracle s Applications Strategy Applications Unlimited Delivers More More Choice Remain On Existing Applications Upgrade To New Releases Deploy Additional Modules Adopt Fusion Technology More Visibility Customer-Driven Product Roadmaps More Value Dedicated Development Teams Continued Product Releases More Time No Forced Upgrades Oracle Lifetime Support

29 Serving PeopleSoft Customers Dedicated 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: Human Capital Management (HCM) Financial Management Solutions (FMS) Asset Lifecycle Management (ALM) Enterprise Service Automation (ESA) Customer Relationship Management (CRM) Supplier Relationship Management (SRM) Supply Chain Management (SCM) Enterprise Learning Management (ELM) Enterprise Performance Management (EPM)

30 Serving PeopleSoft Customers Dedicated PeopleSoft Development Team General Manager Doris Wong CRM Development Vice President Andrea Ruiz PeopleTools Development Vice President Binu Mathew HCM Development Vice President Carolyn Cozart Application Architecture and Technology TBD SCM Development Vice President Stephanie Merenda Information Development Director Greg Parikh FMS/ALM/ESA Development Vice President Alex Man Application Environments Vice President Kim Green EPM Development Vice President Alex Man Quality Engineering TBD Product Strategy Vice President John Webb

31 How the PeopleSoft BU Fits at Oracle CRM Related Teams at Oracle John Wookey SVP, Applications Division Jesper Anderson SVP Industry, EBS ERP & Fusion Strategy Ed Abbo SVP EBS/Siebel/Fusion CRM Doris Wong General Manager, PeopleSoft Paco Aubrejuan VP Industry Product Strategy Carolyn Chambers VP EBS/Siebel/Fusion CRM Strategy John Webb VP PeopleSoft Strategy

32 Continued Product Releases Beginning with Release 9.0 Latest Release Version 9.0 Next Release Version 9.1 Unlimited PeopleSoft Release 9.0 Timeline All product families planned for delivery in the next 12 months Enterprise Learning Management 9.0 GA in Q2 Enterprise Performance Management 9.0 GA in Q3 Customer Relationship Management 9.0 GA in Q3 Financials/Supply Chain Management 9.0 Portal 9.0 Human Capital Management 9.0 Next 12 Months Applications Unlimited has NO impact on the current release 9.0 content or schedule

33 <Insert Picture Here> Enterprise One CRM 8.12

34 Preview: EnterpriseOne 8.12 New Modules Major Enhancements Tools 8.96 Supply Management - Operational Sourcing Manufacturing - Grower Management - Grower Pricing and 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 CONFIDENTIAL: All capabilities and dates are for planning purposes only and may not be used in any contract

35 Customer Relationship Management Key Business Driver Businesses require unprecedented visibility to customer and operational information E n h a n c e m e n t s Related Case and Opportunity Visibility to related case or opportunity information from within activity detail One-click access to case or opportunity detail Activity Entry with Reduced Keystrokes Defaults for active type, identifier type, and duration

36 <Insert Picture Here> Enterprise CRM 9.0

37 CRM 9.0 Quick Facts Generally Available August 14th Well 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

38 CRM 9.0: Largest PeopleSoft CRM Release Delivers 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

39 PeopleSoft CRM 9.0 Themes Extend Value with Next Generation Technology Standards based technologies today to ease integration and lower costs Invest in the foundation for Fusion Drive Superior Ownership Experience Usability, productivity and performance enhancements direct from customers, usability studies the customers release Marketing, Sales, Service value add for existing investments Deliver Deep and Adaptive Industry and Business Processes Delivered business processes and incremental functionality for Financial Services and Communications markets Continue CRM for Higher Education investment

40 <Insert Picture Here> Extend Value with Next Generation Technology

41 Extend Value Using Next Generation Technology Integrating Key Fusion Capabilities into Release 9 Web Services Share PeopleSoft release 9 functionality with other applications Business Process Orchestration Define and coordinate cross-application business processes Customer Data Hub Consolidate, enhance, and share master customer data XML Publisher Enable business users to create documents leveraging XML data Business Activity Monitoring Operational management via personalized, real-time dashboards

42 Web Services Share More PeopleSoft Functionality with Other Applications CRM delivers 19 Web Services, 70+ Service Operations PeopleTools 8.48 delivers Tools to create Web Services Other Applications New Web Services in R9 Orders Leads Cases Customers Tasks Invoices Payments Financial sanctions (OFAC*) Corporate Network Procureto-pay Vendor validation Recruiting Person Job data Demographic data CRM FMS SCM HCM

43 Best in Class BPM Design Execute Monitor Standards based business process orchestration with BPEL Process Mgr Design business processes with a graphical UI Provide industry standard interfaces for applications and legacy system integrations Tight integration to PeopleSoft CRM Initiate business processes from PeopleSoft transactions Plug and play external services with delivered CRM web services Creation of tasks and alerts from BP Track business process progress with graphical monitor

44 Customer Data Hub Integrate Out-of-the-Box with EBS R12 Master Customer Data Consolidate customer data from multiple systems into a central location Customer Data Hub DQM* Ensure quality customer information Resolve duplicate customer and transaction data and prevent future duplications Enrich with 3rd party content, such as D&B Oracle SAP Legacy Share single master customer data across the enterprise Enhance customer knowledge and business insight Leverage your existing IT investments Generally Available CY 2007 * Data Quality Management

45 XML Publisher Enable Business Users to Format and Deliver Documents and Reports Data Sources XML Publisher Output Formats Destination PeopleSoft Enterprise R9 CRM XML Publishing Engine PDF RTF HTML XML EDI Excel Printer Fax ESA FMS HCM SCM Templates (examples) Letters Fund Transfers Order Confirmations Online Paychecks Any XML Data Source Business User Bills Government Grant Forms Embedded in CRM applications for real-time merge of correspondence management

46 <Insert Picture Here> Drive Superior Ownership Experience

47 Superior Ownership Experience Common 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

48 Actionable 360-Degree View Streamline call handling and service resolution process 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

49 Worklist Redesign Improve 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

50 Superior Ownership Experience Service 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

51 Text Trays Speed 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

52 Superior Ownership Experience Sales Enhancement Highlights Order Capture Bulk Service management Future-dated orders, Temporary Orders Enhanced Order Status management Management of Subscriptions Sales/Contact Management Group Calendar; Tasks on Company, Partner, Call Report Call Report Standalone, BtoB Business Carding integration using Infosynch Mobile Sales Task & Business carding enhancements, support for Intellisync Mobile Suite

53 Enhanced Order Status Link to Process Monitor

54 Superior Ownership Experience Marketing Enhancement Highlights Integration framework to 3 rd 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

55 Offer Management Leverage 3 rd 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

56 <Insert Picture Here> Deliver Deep and Adaptive Industry & Business Processes

57 Deep and Adaptive Industry Processes Adaptable 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

58 Deep and Adaptive Industry Processes Communications 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 Lifecycle Management

59 Release 9.0 Advantages Applications and Technology Drivers Combination of 8.9 and 9.0 feature set provides strategic advantage Invest in technology that is foundation for future Demand Driven Release - built specifically for the installed base Next Generation Technology embedded in applications Applications Unlimited & Lifetime Support Applications Technology

60 <Insert Picture Here> What Customers Are Saying about 9.0

61 Customers Talk about CRM 9.0 Today Used for their global retail banking division and is the basis for their multi-channel banking platform Differentiate themselves in a competitive marketplace with personalized services and high quality customer service Live on Marketing, Telemarketing, Sales, Support Installed CRM 8.9 in Brazil (2005) and Upgraded (October 2006) to CRM 8.9 in The Netherlands Why 9.0 is Compelling BPEL to replace their homegrown BPM solution and support their multichannel banking platform Enhanced SLA functionality to entitle based on customer value Case user interface dynamically rendered based on business unit, tailored and optimized for the different regional retail divisions Correspondence management with XML Publisher Tasks enabled for Companies Enhanced Worklist capabilities

62 Customers Talk about CRM 9.0 Today with 8.9 Support student and faculty facilities and IT requests, bolster student recruitment & retention Data quality management a huge issue Partnership with Oracle to define CRM for Higher Education offering Live on 8.9 Support, Chat, Self-Service, Marketing, Online Marketing Why 9.0 is Compelling Reduction of customizations - get support on this functionality from Oracle, lowers DePaul's cost to maintain the applications New 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/prospecting Data Quality Management using the Customer Data Hub

63 Customers Talk about CRM 9.0 High Tech Customer Today with 8.8 Global single instance call center. Vision of integrated multichannel contact center pushing high volume/low value customers to lower cost channels BtoB sales force selling computers, servers, software to education institutions and SMB. Integration to SAP Financials 7000 internal users live on Sales, Support, implementing CTI with Why 9.0 is Compelling Accumulation of 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 enhancements Web Services provide the flexibility to call PeopleSoft logic in the back-end from their own custom user interfaces that are optimized for their call flows Oracle Fusion Middleware (BPEL and Oracle Portal) provide standards based integration technology today bringing them closer to Fusion

64 <Insert Picture Here> New Offerings

65 Call Center On Demand Integration Eliminate 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

66 <Insert Picture Here> The Roadmap

67 Continued Product Releases Beyond 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 Fusion PeopleSoft Release 9.1 Timeline Post Updates of Integrations, Features & Web Services PeopleSoft Solicit Feedback and Release 9.0 GA s Finalize PeopleSoft Release 9.1 Plan PeopleSoft Release 9.1 GA (18-24 Months After 9.0 GA)

68 <Insert Picture Here> How We Can Work Together

69 How We Can Work Together Updates 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

70 How We Can Work Together 9.0 Upgrade User Community Hosted by the Fusion CRM User Group Register at 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 1 st Week of December for Upgrade 101 Webcast to follow on Upgrade topics of interest driven by the 9.0 Upgrade User Community

71 How We Can Work Together 9.0 Upgrade User Community Hosted by the Fusion CRM User Group Register at 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 1 st Week of December for Upgrade 101 Webcast to follow on Upgrade topics of interest driven by the 9.0 Upgrade User Community

72 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 9.0 Benefits 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 with contact information to:

73 How We Can Work Together Customer 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 with contact information to:

74 How We Can Work Together 9.0 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

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