<Insert Picture Here> Oracle BI Applications: Customer Relationship Management Analytics Overview

Transcription

1 <Insert Picture Here> Oracle BI Applications: Customer Relationship Management Analytics Overview Esmond Chia Director, Product Management / Strategy

2 2 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.

3 Program Agenda Oracle BI Overview Current CRM Analytics Offerings Current Differentiators Complementary Products Q&A <Insert Picture Here> 3

4 Business Intelligence Tools Best-of-Breed, Integrated, Extensible Data Integration Query & Analysis OLAP Dashboards Reporting Activity Monitoring Balanced Scorecard Real Time & Predictive MSFT Office Integration Analytic Workflow Oracle BI Server Simplified Business Model and Abstraction Layer Shared Metadata Management and Caching Services Multidimensional Calculation and Integration Engine Intelligent Request Generation and Optimized Data Access Services OLTP & ODS Systems Data Warehouse Data Mart SAP, Oracle PeopleSoft, Siebel, Custom Apps Files Excel XML Business Process 4

5 Oracle BI Suite Enterprise Edition Unified Business Intelligence Infrastructure Interactive Dashboards Reporting & Publishing Ad-hoc Analysis Proactive Detection and Alerts Disconnected Analytics MS Office Plug-in Web Services Enterprise Business Model and Abstraction Layer Oracle BI Server Intelligent Caching Services Multidimensional Calculation and Integration Engine Intelligent Request Generation and Optimized Data Access Services OLTP & ODS Systems Data Warehouse Data Mart SAP, Oracle PeopleSoft, Siebel, Custom Apps Files Excel XML Business Process 5

6 Hot Pluggable Open, Integrate with Existing Investments Portals Analytic Tools Reporting Desktop Tools Any JSR 168 Portal Oracle BI, BOBJ, COGN, MSTR Actuate, Oracle Apache FOS Common Enterprise Information Model BI Server Excel, Outlook, Lotus Notes Security Oracle Kerberos iplanet MSFT AD Novell Custom Others.. Data Access Oracle RDBMS Oracle OLAP Option Microsoft SQL Server & Analysis Services IBM DB2 Teradata SAP BW XML, Excel, Text Others.. ETL Oracle Warehouse Builder Ascential Informatica Oracle Data Integrator (Sunopsis) Others.. 6

7 Magic Quadrant for Business Intelligence Platforms, 1Q07 * Magic Quadrant Disclaimer The Magic Quadrant is copyrighted January 26, 2007 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartners analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the Leaders quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Oracle. Gartner Magic Quadrant for Business Intelligence Platforms, 1Q07, Kurt Schlegel, Bill Hostmann, Andreas Bitterer, 26 January

8 Business Intelligence Customers Select References Communications Automotive Finance / Banking Consumer Goods High Tech Media / Energy Aero / Industrial Insurance / Health Life Sciences Other 8

9 Oracle s Product Strategy Integrated Business Intelligence Database Business Intelligence & Data Mining Functions Integrated in Database Integrated Business Intelligence Tools Best-of-Breed, Next Generation Business Intelligence Technology Platform Integrated Analytic Applications Enterprise Wide, Industry Specific Analytic and Corporate Performance Management Applications Exploits Any Information Technology Environment 9

10 <Insert Picture Here> CRM Analytics Offerings 10

11 BI Apps Deliver Insight Leading to Increased Effectiveness in every Business Function Sales Analytics Improve pipeline visibility and forecast accuracy Financial Analytics Real-time view of financial condition and drivers of cost and profitability Service & Contact Center Analytics Convert service calls into sales through enhanced cross-selling Supply Chain Analytics Optimize supplier sourcing, supplier performance, and inventory levels Marketing Analytics Real-time visibility into campaign execution, results, and ROI HR / Workforce Analytics Understand what drives employee productivity and org. performance 11

12 Analytic Workflows Sales Analytics Business Objectives / Issues How s the sales pipeline? Manage overall sales performance Are my sales managers performing? Are deals getting stuck in certain sales stages? Which sales stage is not up to target? Gain Insights Take Action What are the opportunities getting stuck? Are opportunities large enough for me to intervene? Drill to Opportunity to investigate, escalate and intervene How can we add more deals to the pipeline? How can we convert more leads to opportunities? Business Function: Sales Role: Sales Executive Objectives: 1. Manage Pipeline 2. Help Sales Reps Close Deals 12

13 Analytic Workflows Sales Analytics Business Objectives / Issues Manage overall sales performance Drill to Detail How s the sales pipeline? Are deals getting stuck in certain sales stages? Gain Insights What are the opportunities getting stuck? Are opportunities large enough for me to intervene? Take Action Drill to Opportunity to investigate, escalate and intervene 13

14 Oracle BI Applications Key Competitive Weapon at Charles Schwab Objective Deliver better, insight driven, client analysis to its sales organization Ability to view summarized sales activity by region and activity Provide financial consultants with 360 degree view of customer base Solution Siebel Sales Analytics for 1,700+ financial consultants Event- and market-based opportunity detection and lead distribution based on the client s risk profile and portfolio allocation Average of 5-9% of Sales Alerts have resulted in new business development opportunities Savings of over 2,400 hours of unproductive work per week Results Integration with CRM System Rep Workflow right time and place Easy access to timely information Helps plan a Rep s day Highly satisfied users Deluge of requests for additional functions Envy Factor When do we get access to Siebel Sales Analytics? 14

15 Oracle BI Applications Single- and multi-source Analytic Apps Built on BI Suite EE Sales Service & Contact Center Marketing Order Management & Fulfillment Supply Chain Financials Human Resources Oracle BI Applications Interactive Dashboards Reporting & Publishing Ad-hoc Analysis Proactive Detection and Alerts Disconnected Analytics MS Office Plug-in Web Services Oracle BI Suite EE Packaged ETL Maps BAW Schema Universal Adapters IVR, ACD, CTI Hyperion MS Excel Other Data Sources 15

16 Speeds Time To Value and Lowers TCO Build from Scratch with Traditional BI Tools Oracle BI Applications Training / Roll-out Define Metrics & Dashboards DW Design Oracle BI Applications solutions approach: Faster time to value Lower TCO Assured business value Back-end ETL and Mapping Months or Years Training / Rollout Define Metrics & Dashboards DW Design Back-end ETL and Mapping Weeks or Months Easy to use, easy to adapt Role-based dashboards and thousands of pre-defined metrics Prebuilt DW design, adapts to your EDW Prebuilt Business Adapters for Oracle, PeopleSoft, Siebel, SAP, others Source: Patricia Seybold Research, Gartner, Merrill Lynch, Oracle Analysis 16

17 What CRM Customers Are Achieving Deployed to 800 users in under 90 days Service Analytics for sales-oriented contact center Live in 120 days Sales Analytics Deployed to 3,000+ users in 3 months Sales Analytics 4 months from decision to live for 1,200 users Pharma Analytics Live in 100 days, 6,500 users Sales and Marketing Analytics Having had experience of Siebel Business Analytics, I can vouch that it can be deployed as rapidly as they claim...it is a product that really delivers. 17

18 Oracle BI Applications Service Analytics at Putnam Investments Objective Improve quality of service delivered to institutional clients Eliminate manual analysis of contact center performance vs. targets (2-3 days/mo) Solution Siebel Service Analytics to provide actionable intelligence for 1,900 employees across contact center and management Siebel Business Analytics to bring together information from switch, call center application, customer portfolio and 3rd satisfaction scores Results Pin point trends and take action to improve quality of service for institutional clients Measure service performance & take corrective action where needed Improve workforce performance in contact center 18

19 Oracle BI Applications Multi-Source Analytics with Single Architecture Auto Comms & Media Complex Mfg Consumer Sector Energy Financial Services High Tech Insurance & Health Life Sciences Public Sector Travel & Trans Sales Service & Contact Center Marketing Order Management & Fulfillment Supply Chain Financials Human Resources Pipeline Analysis Churn Propensity Campaign Scorecard Order Linearity Supplier Performance A/R & A/P Analysis Employee Productivity Triangulated Forecasting Sales Team Effectiveness Customer Satisfaction Resolution Rates Response Rates Product Propensity Orders vs. Available Inventory Cycle Time Analysis Spend Analysis Procurement Cycle Times GL / Balance Sheet Analysis Customer & Product Profitability Compensation Analysis HR Compliance Reporting Up-sell / Cross-sell Service Rep Effectiveness Loyalty and Attrition Backlog Analysis Inventory Availability P&L Analysis Workforce Profile Cycle Time Analysis Service Cost Analysis Market Basket Analysis Fulfillment Status Employee Expenses Expense Management Turnover Trends Lead Conversion Service Trends Campaign ROI Customer Receivables BOM Analysis Cash Flow Analysis Return on Human Capital Prebuilt adapters: Other Operational & Analytic Sources Oracle BI Suite Enterprise Edition 19

20 Oracle BI Applications Multi-Source Analytics with Single Architecture Auto Comms & Media Complex Mfg Consumer Sector Energy Financial Services High Tech Insurance & Health Life Sciences Public Sector Travel & Trans Sales Service & Contact Center Marketing Order Management & Fulfillment Supply Chain Financials Human Resources Pipeline Analysis Churn Propensity Campaign Scorecard Order Linearity Supplier Performance A/R & A/P Analysis Employee Productivity Triangulated Forecasting Sales Team Effectiveness Customer Satisfaction Resolution Rates Response Rates Product Propensity Orders vs. Available Inventory Cycle Time Analysis Spend Analysis Procurement Cycle Times GL / Balance Sheet Analysis Customer & Product Profitability Compensation Analysis HR Compliance Reporting Up-sell / Cross-sell Service Rep Effectiveness Loyalty and Attrition Backlog Analysis Inventory Availability P&L Analysis Workforce Profile Cycle Time Analysis Service Cost Analysis Market Basket Analysis Fulfillment Status Employee Expenses Expense Management Turnover Trends Lead Conversion Service Trends Campaign ROI Customer Receivables BOM Analysis Cash Flow Analysis Return on Human Capital Prebuilt adapters: Other Operational & Analytic Sources Oracle BI Suite Enterprise Edition 20

21 Sales Analytics Complete solution for entire sales cycle Sales Analytics Analyze pipeline opportunities and forecasts to determine actions required to meet sales targets. Determine which products and customer segments generate the most revenue and how to effectively cross-sell and up-sell. Understand which competitors are faced most often and how to win against them. Usage Accelerator Analytics Option Add-on to Sales Analytics empowers front line managers with the information needed to effectively manage their team s usage. Removes the ambiguity and focuses users on the information they need to maintain. add Oracle Order Management Analytics for complete Contact to Cash Order Management Analytics Foundation application module that provides insight into critical Order Management business processes and key information, including Orders, Invoices, G/L Revenue, sales effectiveness and customer scorecards. 21

22 Oracle BI Applications Marketing & Sales Force Transformation at MCI Objective Complete, consistent sales forecasting system for global sales force Solution Siebel Sales Analytics integrated with Siebel Sales deployed to 3,000+ users in 3.5 months Personalized secure access provides the right information, to the right people, at the right time Results Sales organization can adjust to changing conditions with insight-driven action Revenue forecasts track opportunity and billing data against targets Measure the impact of marketing campaigns against expected sales revenue and direct sales 22

23 Service Analytics Complete solution for entire service lifecycle Service Analytics Complete analysis of the business aspect of the services organization. Includes analysis of the call center and field service business to understand the true cost to serve in a complex service business add Oracle Contact Center Telephony Analytics for complete insight Contact Center Telephony Enables the measuring and managing of multi-channel contact center operations, key business processes and activities by providing increased operational effectiveness through detailed staffing, headcount and scheduling analysis Also provides increased business value through complete campaign and sales performance insight by agent and across customer, product, service and region. 23

24 Oracle BI Applications Taking Service to the Next Level at Honeywell Siebel Business Analytics helped us realize measurable business benefits in numerous areas, including improving our average customer response time by 27%, leading to a 30% improvement in customer satisfaction. Darryl Carroll, Director of Sales and Marketing, Honeywell Aerospace Objective Transform sales and service data into actionable intelligence Provide single customer scorecard of sales, service, and satisfaction to drive improvements in operational processes Solution Insight in to customer-facing processes for 1,000+ employees across entire organization Support customer excellence initiative Aerospace Total Account System (ATLAS) Voice of the Customer (VOC) Analytics drive business operations Results Increased annual after-market spare parts revenue by 100% with approx 20% of increase attributable to Siebel Increased number of opportunities by 40% Improved SR closure rate from 45% to 83% Improved customer satisfaction by 30% 24

25 Marketing Analytics Complete solution for entire marketing organization Marketing Analytics Campaign Analytics - Provides Campaign Results data by Offer, Segment, Agent performance. Manager can monitor a campaign scorecard and identify root causes for shortfalls in meeting predicted goals Customer Analytics - Provides product affinity, market basket and next product purchased analysis. Provides demographic information and information on impact of customer behavior due to marketing activities. Event Analytics - Provides Analytics related to management of trade shows, customer events etc. Marketing Events Analytics can show analysis of Event registrations, expenses on supplies by vendor, region, event etc., Event ROI analysis that is fully integrated with Marketing Planning Analytics. Marketing Planning Analytics Provides Marketing Planning related information. The information is organized for different roles like Marketing Executive, Director, Finance Director. The dashboard also has a Sales Alignment page to allow Sales and Marketing Executives to co-ordinate activities 25

26 Oracle BI Applications Improving Customer Retention at AXA Financial Using Siebel Business Analytics and Siebel Marketing allows us to determine which products should be offered to a customer based on sophisticated analysis of that customer s profile. As a result, each customer gets less but more clearly targeted offers. Sharon Sibigtroth, Managing Director of AXA Financial Objective Improve customer profitability by analyzing individual broker's business and drive cross-selling, up-selling and retention Minimize customer attrition and maximize share of wallet Solution Deployed Book of Business Dashboard to analyze agent s business Intelligence across multiple data sources to improve customer insight and segmentation Additional solutions deployed include Campaign Management and Orphan Management dashboards Results Significant increase in cross-sell and up-sell rates and retained assets Re-connection with high value orphaned accounts and successful win-back programs Greater marketing ROI, triggered by alerts monitoring customer events 26

27 Deep Industry Analytic Applications Public Sector Analytics Case Management Analytics Pharma Analytics Pharma Rx Sales Analytics Pharma Call Activity Analytics Pharma Sales Objective Analytics Pharma MedEd Analytics Pharma Sales Rep Analytics Pharma Physician/ Account Profiling Analytics Finance Analytics Finance Retail Analytics Finance Institutional Analytics Banking Customer Analytics 27

28 Public Sector Case Management Analytics Case Management Analytics Foundational functionality to track the progress of social services and investigative cases; inventory applicants, suspects and cases by type and stage; and monitor employee and office case loads Case Investigations Analytics Allows government agencies to track investigative leads as part of the overall case management process Benefits Management Analytics Allows government agencies to track the types of customers and clients being served, and the types and amounts of products and services being delivered to them 28

29 Pharma Analytics Rx Sales Analytics Improve Rx, market share and sales results, Improve targeting effectiveness, Maximize sales effectiveness Call Activity Analytics Improve targeting effectiveness, Reduce duplicate calls, Improve time on territory effectiveness, Improve territory profitability Sales Objectives Analytics Manage POA process, Improve call activity compliance and take corrective action, Improve alignment of sales strategy and execution MedEd Analytics Manage Medical Education budget spend, Improve Rx lift for multiple events, Improve KOL & invitee targeting 29 Physician/Account Profiling Analytics Improve marketing segmentation, Focus promotional activities on high value physicians, Improve penetration of doctor universe

30 <Insert Picture Here> Current Differentiators 30

31 Unique Value of Analytics to CRM Rock Solid Over 4 years of development and market success THE leading Customer Analytics solution Hundreds of successful customers Broadest support of Siebel CRM versions High Business Value Prebuilt ETL Maps/Data Integration, Dashboards & Reports Lowers TCO, Speeds Time To Value Enhances value of CRM investments Deeply integrated with CRM system Integrated analytical insight into your CRM processes Extends insight from front office to back office with insight into entire business process 31

32 High Business Value Analytics Enhances CRM User Adoption For the first time, sales people tell us, Now I see why I need to keep my opportunities updated. - SVP CRM Fortune 50 Company Supporting Process Change Measure Alignment to Process Identify Gaps Track trends and progress Supporting User Change Deliver more end-user value Provide visibility to performance Method to reinforce desired behavior 32

33 High Business Value Deeply Integrated into CRM system Single user interface is essential to driving user adoption Integrated Security & Data Visibility Broad Data Model Interoperability with Siebel CRM versions OLTP 6.3 Analytics OLTP 7.5 OLTP 7.8 OLTP 7.7 OLTP

34 Deeply Integrated into Siebel CRM Analytics dashboards within screens Embedded in CRM transactional system, within a dashboard view 34

35 Deeply Integrated into Siebel CRM Action links between Analytics reports and Siebel screens Direct navigation from record to transactional while maintaining context Java script in Siebel Analytics issues SWE command to navigate to given view and query for ROW_ID of record in given applet 35

36 Deeply Integrated into Siebel CRM Embedded Contextual Analytics with Siebel 8.0 Embedded in CRM transactional system Analytics results within a transactional applet Contextually filtered results to record that is in view 36

37 Supported Siebel CRM Versions Allow customers to leverage latest CRM Analytic Applications without upgrading the Siebel CRM transactional applications Siebel 6.3 Siebel 7.5 Horizontal & SIA Siebel 7.7 Horizontal & SIA Siebel 7.8 Horizontal & SIA 37

38 <Insert Picture Here> Complementary Products 38

39 CRM Analytic Applications - Complementary Products Oracle Intelligent Offer Generation and Retention Management Application (IOG) for Siebel Call Center Real-time platform and applications that provide predictive analytics on a self-learning engine Extends Siebel Call Center and Siebel Marketing Based on the Oracle Real Time Decision technology Siebel Marketing Segmentation Bridge Enables Analytical Marketing through Segment Definition, Segment Prioritization and De-duplication and List Generation Segmentation application leverages Oracle BI EE Platform 39

40 Oracle Intelligent Offer Generation and Retention Management Application for Siebel Call Center RTD Application for Siebel Financial Services and Communications 1. Leverages customer inbound interactions to drive high offer response rates 2. Recommends in real time in the context of each call the best offer to present 3. Marketing decision logic self-adjusts based on close loop information 4. Marketing decision logic can be integrated across the enterprise 40

41 Siebel Marketing Segmentation Bridge Intuitive segmentation designer based on Siebel Business Analytics technology Superior ease of use and enhanced features that enable fine tuning of segments to many attributes Segments created are integrated into Siebel Marketing directly 41

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43 Contact Info Esmond Chia +1 (650) office +1 (650) mobile 43

44 For More Information CRM Business Analytics or 44

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47 47 The preceding 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.