CRM On Demand now hosted locally in Europe An Oracle White Paper 2011
Innovation, fuelled by the rapid development of new technologies, continues to drive competitive advantage in the area of customer relationship management. And, in an economic environment where engagement with customers and citizens is key, companies and agencies that are unable to keep up will fall behind. For many organisations that don t have access to significant internal resources to continually move CRM strategies forward at a pace that keeps them operating in their competitive landscape, an Software as a Service (SaaS) solution offers real advantages, both in terms of flexibility and scalability as well as cost. And, for those organisations that need to host data securely in Europe, Oracle CRM On Demand is a perfect solution. Oracle CRM On Demand solutions offer both private and public sector organisations with valuable opportunities to: Raise levels of customer and citizen service while increasing operational efficiency Create agility to adapt quickly to changing sales, marketing or service process Achieve operational efficiency for daily activities in Sales, Marketing and Service Ensure cost control to get proven Return On Investment as things change Deliver rapid deployment with light touch IS support compared to traditional IT systems Ensure security of data to secure valuable core assets: information about customers/citizens Budget with affordable subscription-based pricing CRM On Demand delivers dramatic benefits in Service Those organisations that have customer service at the core of their enterprise will be able to leverage the benefits of CRM On Demand services to transform the effectiveness and productivity of their operations. CRM and Case Management are increasingly used across many public bodies and agencies in order to improve customer experiences as well as to drive efficiencies in the delivery of services. Oracle CRM On Demand will help to increase the understanding of customers/citizens and provide valuable insight into the market and increasingly complex distribution methods. Changing the landscape of service delivery: Providing a single view of customer or citizen Integrating information across all channels of communication Enabling staff to better service people s needs Reducing opportunities for error Quicker cycle time in processing Lower costs per transaction/ service point CRM On Demand now hosted locally in Europe Page 2
Delivering a seamless cross-channel experience - internet, smart phone, branch, call centre: Enabling customers/citizens to move seamlessly between channels Increasing customer value through consistently-targeted cross- and upsell campaigns Increase customer collaboration to optimise performance and customer satisfaction. Improving productivity through service: Use customer-centric business intelligence to optimise the value of each interaction and increase revenue Drive efficiency and effectiveness through standardised processes and activities Deliver end-to-end solutions to simplify, accelerate and increase the transparency of complex services. Provide increased value by engaging customers/citizens with relevant interactions anytime, anywhere Deliver differentiated, innovative, customer-centric loyalty programs that drive desired behaviour and build value CRM On Demand delivers dramatic benefits in both Sales and Marketing Historically, sales and marketing have struggled to work well together. The disconnect between the two groups can often lead to wasted effort and resources and missed opportunities. Oracle CRM On Demand helps align sales and marketing teams, increasing ROI and productivity. At the same time, Sales teams start to receive sales-ready well qualified leads from marketingincreasing deal velocity, closure rates and overall sales productivity. This single system for sales and marketing also delivers valuable tools, such as auto-forecasting, embedded analytics, sales coaching, and closed-loop lead management to maximise performance. Improving Sales Productivity & Governance Sales Executives need their teams to close more business in less time. With Oracle CRM On Demand, Sales managers have the flexibility to create multiple sales processes to target different market segments while still delivering one consolidated pipeline. At any sales stage, the application presents the most relevant information, can enforce collection of critical opportunity information, or even automatically create tasks. Faster Analysis Oracle CRM On Demand is unique in SaaS CRM platforms with an integrated data warehouse to support Business Intelligence. This capability uses powerful sales analytics tools for comparing average sales cycle, win rate, deal size, and other key performance metrics. To maximise the productivity of sales CRM On Demand now hosted locally in Europe Page 3
and marketing professionals who aren t always in the office, Oracle CRM On Demand also provides offline access via Microsoft Outlook and mobile devices. Accurate Forecasting Sales Executives and their teams can easily forecast revenues and recurring revenues; with built-in support for products, sales teams are also able to forecast and track products sold with each opportunity and perform historical trend analysis to ensure that their forecasts are on track. Optimising Market Segmentation and Coverage Complete marketing automation enables organisations to segment markets for direct marketing campaigns and nurture inbound leads until they are ready for sales interaction. Fewer leads are dropped or go cold. Sales teams spend less time handling unqualified leads and cold calling. With flexible assignment rules, it is possible to automatically route leads to the most appropriate sales team members. Rules can be based on geography, industry, account size, product interest, or other criteria. By performing pipeline and closed revenue distribution analysis, sales managers can ensure that their team focuses on the right regions, industries, and companies. The problem with many sales funnels is that 80% to 90% of leads that enter the marketing pipeline never make it to closure. There is tremendous leakage. In fact Sales only works on just over 10% of the leads that Marketing provides. Only 18% of these leads really convert to opportunities. What is interesting is that, while only 1 in 5 of the leads convert to opportunities, almost half of the prospects, typically buy a product within 12 months, but because the selling function has to focus so much on the 90 day window, or the highest qualified leads, there s just tremendous leakage in a very significant piece of investment. Anthony Lye, Senior Vice President, Oracle CRM On Demand. Improved Lead Quality and Follow-up Because a key part of the sales process is the identification of qualified leads to optimise sales representatives valuable time, Oracle CRM On Demand provides an easy-to-use lead qualification tool with minimal training. Inside sales teams can focus on qualifying leads, while field sales representatives can focus on converting qualified leads into revenue generating opportunities. Oracle CRM On Demand automatically assigns leads to the appropriate individual every time. As business changes, leads can be re-assigned in one easy step and automatically sent in order to ensure that leads are acted upon quickly and appropriately. The Case for European Data Hosting Customers choosing Oracle CRM On Demand can opt to store their customer data, hosted by Oracle, inside the European Union; this is in contrast to most other SaaS CRM providers who either host applications outside the EU or CRM On Demand now hosted locally in Europe Page 4
depend upon third party companies to host their customers data. This move by Oracle will provide many more European organisations, especially those in the Public and Financial Sectors, with a new way to benefit from SaaS based CRM and at the same time help these organisations take steps to meet their own information assurance and regulatory goals with respect to the management of their European data. Oracle CRM On Demand is our fastest-growing application and hosting the application locally, represents a significant step forward for SaaS adoption by European enterprises as information assurity around sensitive customer data is becoming an ever-increasing concern of major European businesses and regulators. We see many large and medium enterprises wanting to benefit from the SaaS delivery and economic model and by now hosting customer data within the EU, Oracle is opening up this opportunity to those organizations that want SaaS CRM and want this option for hosting their European data. Steve Fearon, Vice President, Applications EMEA, Oracle. Hear from our CRM On Demand customers To promote further growth, Equifax Inc., one of the largest global consumer and commercial data institutions, needed to have a consistent global sales process and reporting structure. The company chose to deploy Oracle CRM On Demand, increasing sales and management productivity to drive greater profitability. Equifax Inc. realised a ROI of 392%. In order to build successful sales teams, Scottish Widows recognised that the relationship with their financial advisers was critical. Over time, the sales process had got fragmented and too much time was spent collecting data from a multiple set of IT platforms, and not enough time had been spent on improving the sales process and managing the sales force. A robust CRM solution was required and Scottish Widows chose Oracle CRM On Demand, which brought all the data sources into one single repository which has transformed their ability to engage with their customers through much greater collaboration with the sales teams. Business Link North East is a public sector body that helps to grow the economy in the North East of England by providing help and advice to small businesses. They chose Oracle CRM On Demand to bring together four disparate data sources and this has transformed the intelligence they have on their customers and their ability to match their services to their needs. Having one single repository has not only saved valuable time and resources, but has also delivered real improvements to service delivery. Direct TV, a satellite-based television company in California, used Oracle CRM On Demand to handle sales force automation in order to deliver key customer and partner data and metrics to field sales managers, improving their productivity and enabling them to sell more intelligently. In just under three months, Direct TV achieved a ROI of 432%. CRM On Demand now hosted locally in Europe Page 5
CRM On Demand is a leading SaaS solution Organisations of all types and sizes can benefit from Oracle CRM On Demand - an integrated service, sales and marketing solution that delivers key enhancements in productivity, security, and ease of use and providing unprecedented ROI. Public sector bodies and government agencies, as well as companies that rely on optimal customer relationships, such as those operating in the banking, insurance, telecommunications sectors, no longer need to endure siloed, separated servicing, sales and marketing pipelines. Instead, they can improve quality of service, enhance lead quality and increase selling time by analysing a holistic revenue funnel. The result is better business planning regardless of market conditions. Adaptable business and sales planning capabilities, enabling organisations to modify and execute plans quickly in response to unexpected market conditions A single, dynamic system for planning and execution shortens the business planning cycles Trend analysis across multiple time periods that helps organisations gain early visibility into potential disruptions or change Rapid rollout of modified plans that improves response time to changes in market conditions. From its inception, Oracle has delivered unprecedented value with Oracle CRM On Demand, ensuring all critical data is safe and uncompromised with the most secure CRM in the cloud and providing enterprise-grade security that protects customer interactions and adheres to data compliance standards. And with the industry s lowest total cost of ownership (TCO), Oracle CRM On Demand continues to provide the best value in the market. CRM On Demand now hosted locally in Europe Page 6
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