Oracle Fusion CRM Fixed Scope Cloud Implementation Offering C Centric Solutions September 2013
Key Business Challenges Proposed Solution Scope of the Offering Implementation Methodology and Timeline Integration Options Project Team Structure / Roles Assumptions and Obligations CCS A Reliable Partner in Your Journey to Excellence
The Key Business Challenges C Centric Solutions September 2013
Variances between Quota, Forecasts and Actual Sales. Inability to align territories, quotas and compensation to drive desired behaviors and performance. Inability to get qualified leads. Managers don t have the time to coach every individual performer. No consolidated view of the Customer.
The Proposed Solution Oracle Fusion CRM C Centric Solutions September 2013
A New Industry Inflection Point Oracle Fusion CRM Applications Platform User Experience Technology Adoption Standards Web 2.0 Cloud/SaaS SOA Embedded Intelligence Modularity
EFFECTIVE Higher win rates Know your customers Gain actionable insight Collaborate & coach EFFICIENT More quality opportunities Align sales & marketing Improve sales prospecting Optimize sales performance EASY Faster time to value Easy to use Easy to configure Easy to deploy
CRM Solution Overview Fusion Customer Relationship Management Sales Sales Prediction Sales Prospecting Sales Performance Marketing Partner Management Customer Data Management Contracts Integrated suite of sales and marketing applications Designed to increase revenue and sales effectiveness Plan more effectively, prospect more efficiently and produce more results
Gain Instant Visibility Deliver Pervasive Coaching Maximize Sales Pipeline Drive Team Alignment
Track Sales Everywhere Real Time Forecasting and Visibility Measure what Matters
Work where you need to work
Real-time performance tracking
Process recommendations drive sales efficiency
End to End Lead to Revenue Management
One view of all sales channels
Full Life Cycle Planning and Performance Monitoring
Best in class configuration platform Application Composer Enables non-it users to extend the application with new objects and attributes Page Composer Enables non-it users to customize the look and feel of the user interface BI Reports Composer Enables non-it users to easily create & modify reports Process Composer Enables non-it users to easily modify business processes
Application Scope of the Offering C Centric Solutions September 2013
Base Implementation Customer Management Territory Management ERP Integrations Lead Management Opportunity Management Sales Campaigns Activity Management Dashboards & Reports CCS Confidential
Features Lead Generation Lead Qualification Lead Distribution Lead Assessment Lead Conversion Import of existing leads Remarks Lead generation from multiple sources such as: email Campaign responses, Campaign by telemarketing team, third-party lead sources, manual creation of leads by the sales users etc. along with import of leads from external data sources. Qualifying the merit of the lead before passing it on for more engagement. Includes manual qualification and questionnaire based qualification For leads associated with sales accounts direct territory based assignment. Sales members can claim ownership by accepting leads. Manual assignment and reassignment Manual assessment by the sales owner, assessment based on templates (questions, question groups, ratings, weightage etc.) End of lead life-cycle either when a lead is converted to a sales opportunity, or when the lead is retired. Conversion to an opportunity stage to allow the salesperson to pursue the account in the sales cycle. One time import of existing leads using standard lead import interface, during go-live Implementation Scope Up to 10 lead sources will be configured Up to 5 lead qualification criteria will be configured - Up to 3 lead assessment questionnaires to be configured - Up to 5000 records can be imported
Features Opportunity creation Opportunity assignment Product management Sales coach Opportunity closure Remarks Creation of an opportunity for a sales account either manually or through conversion of a lead. Review & update opportunity assign the opportunity to team members automatically by the Assignment Manager module through territory alignments. Or assign manually based on privileges associate a list of products to the opportunity. only products/product groups available in the territory of the sales user are displayed in the product selector and catalogue. Ability to create and a product catalogue A tool that defines the process steps and recommends resources that can guide the salespeople through each sales stage. The following tools are enabled to assist an organization in bring opportunities to a successful close: 1) Process steps, 2) Recommended documents, 3) Task templates Assessment templates, 4) Required fields close an opportunity by updating the sales stages or statuses to one of the closure values, such was Won, Lost, or No Sale. Implementation Scope - - Up to 20 products can be configured Customer to configure (Consultant will demo one) -
Features Contact management Sales prospect management Account management Customer hierarchy tracking Reference Management Competitor Analysis Remarks Creation of contacts. Capturing contact information and associating them with accounts. Creation of sales prospects. Engaging with them and finally converting them into a sales account Associate sales owner & sales team to an account. Creation of leads and opportunities for an account. Account engagement. Link sales account through a parent-child relationship to form a customer hierarchy. View graphical representation of customer hierarchy Capture details and manage reference Customers as a valuable asset to the organization. Manage competitor profile. Associate them with accounts, products & opportunities. Monitor win rate against them Implementation Scope Up to 20 custom fields for capturing contact information - Up to 20 custom fields for capturing Account information - - - Customer data migration One time migration of existing customer data into Fusion CRM. Definition of a routine to periodically import customer information from the ERP Import of up to 1000 customer records from external sources
Features Customer Sales Information Remarks Integration with ERP for importing customer sales information. Both one time and on going. Implementation Scope Up to 2000 order records will be imported. Customer billing Integration with ERP for importing customer billing information. Both one Up to 2000 invoice information time and on going. records will be imported.
Features Remarks Implementation Scope Activity Management Common function across all objects and entities. Activities can be created against contacts, leads, opportunities, accounts etc. - Reminders and Tasks Creation of reminders, to-dos, tasks and viewing the same in the dashboard Collaboration Collaboration. Creation of team-based activities for a customer, account, - lead or an opportunity - Interaction Management Capturing of various inbound and outbound interactions associated with leads or opportunities - Reports and Dashboards Dashboards on pending, completed and upcoming activities for customers, accounts, leads and opportunities Up to 2 activity reports per role will be created in the dashboard
Features Territory definition Dimensions Associate accounts to territories Territory ownership & inheritance Territory reports and analytics Remarks Define territories and associate dimensions to them. The Territory Management application comes with eleven dimensions that may be used in territory definitions. They are 1) Account, 2)Account Type, 3)Customer Size, 4)Geography, 5) Industry, 6) organization type, 7)Product, 8) sales channel. Apart from this there is a provision for defining 3 other auxiliary dimensions based on the customer classification codes. Associate accounts to territories either by name (named accounts) or automatically, based on geography, organization type etc. Assign an owner to every territory and associate additional territory team members (if necessary). one territory can inherit parts of the definition of another territory through territory inheritance The system generates reports on territory wise - Closed revenue and win rates. Lead conversion and conversion rates, territory-wise Open revenue, Open leads. Apart from this territory wise Revenue item report, Lead report, Sales account report, Forecast report are generated. historical trend of any of the metrics available for a territory. Implementation Scope Up to 10 territories will be created Up to 3 dimensions will be used for territory definition - - Up to 5 territory related reports will be configured
Features Remarks Implementation Scope Campaign Creation Allows for the creation of various types of Campaigns both Direct and Offline. Further allows for the categorization of these campaigns. One single stage campaign and one multistage campaign included. Budgets Defining the budgets for various campaigns. One budget per campaign included Tracking Having an ability to manually capture the expenses for each of the - Actual campaigns. Expenses Reporting Campaign / Channel Effectiveness Report Campaign ROI Report Period wise Leads generated Activity wise Leads generated Up to 4 reports will be configured. Lead Generation Lead generation from multiple sources such as: email Campaign responses, Campaign by telemarketing team, third-party lead sources, manual creation of leads by the sales users etc. along with import of leads from external data sources. Up to 10 lead sources will be configured.
Features Dashboards Reports Implementation Scope Defining /configuring upto 5 role specific dashboards Configuring up to 15 pre defined reports using the BI composer
Integration Options C Centric Solutions September 2013
Import Routine
Implementation Methodology & Timeline C Centric Solutions September 2013
1. Overview of the standard solution features 2. In-depth demonstrat ion of the standard solution and how to leverage its features 3. Awareness of the bestpractices template 1. Understand and document the configurati on requiremen ts as per scope 2. Understand & document customizati on requiremen t (to be taken up separately) 1. Configure and set up the system with roles, permissions, processes, workflows etc. as per scope 2. Perform data imports as per scope 1. Internal testing - Functional System Testing, Integration Testing etc. for configurati ons done 2. User Acceptance Testing coordinatio n 1. Provide train-thetrainer session ( 1 session, up- to 10 people, online) 2. Provide administrat or training on upkeep and manageme nt of the application (1 session, up-to 3 people, online) 1. Deploy / promote the solution to the live environme nt 2. Hand-hold the customer 3. Monitor system performan ce 4. Hand over the application to customer team
Project Team Structure C Centric Solutions September 2013
Project Team Structure Steering Committee Client : Executive Sponsor Senior Management CCS : Project Manager Practice Director CCS Project Manager Client Project Manager Senior technical Analyst Testing Lead IT Team Lead Sales Functional Owner Technical Team Testing team Technical Team Key Users Group
Assumptions and Obligations C Centric Solutions September 2013
CCS A Reliable Partner in Your Journey to Excellence
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