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Oracle’s Siebel CRM On Demand and Integration to EBS Pam Davis Melissa Wangberg. Growth and the Customer. Why it Pays to be Customer Centric. Customer loyalty leaders’ growth rates vs. industry averages. Industry Average Loyalty Leader. 30%. 30%. 30%. 30%. 26%. 25%. 24%. 18%. 18%.

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Oracle’s Siebel CRM On Demand and Integration to EBS Pam Davis Melissa Wangberg

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Oracle s siebel crm on demand and integration to ebs pam davis melissa wangberg l.jpg

Oracle’s Siebel CRM On Demand and Integration to EBSPam DavisMelissa Wangberg


Growth and the customer l.jpg

Growth and the Customer


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Why it Pays to be Customer Centric

Customer loyalty leaders’ growth rates vs. industry averages

Industry

Average

Loyalty

Leader

30%

30%

30%

30%

26%

25%

24%

18%

18%

20%

17%

14%

15%

13%

10%

8%

6%

5%

5%

5%

5%

3%

0%

Retail

Food

Rental

Cars

Motor-

cycles

Luxury

Autos

Credit

Cards

Airlines

Insurance

Mutual

Funds

Source: Bain Consulting (Frederick Reichheld, “The Loyalty Effect,” Harvard Business School Press).


The problem l.jpg

The Problem


The solution l.jpg

The Solution

Siebel CRM On Demand

Pipeline Visibility and Business Trending

  • Performance Dashboards

  • Historical Trend Analysis

  • Prebuilt Integration

  • Complete customer history (quotes, orders, assets, SRs)

360 Degree Customer View

Collaborative Web 2.0 Features

  • Sticky Notes & Message Center

  • Widgets & RSS Feeds

  • Sales Coaching and Assessment

  • Virtual Call Center

  • Email Marketing

Easy to Use

5


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<Insert Picture Here>

Larry Ellison

CEO

“We think OnDemand is going to be increasingly important. We think the Oracle CRM OnDemand products are improving at a very, very rapid rate, and we intend to invest in them heavily.”


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Oracle CRM On Demand – Rapid Innovation

  • Release 15

  • Collaborative features

  • Widgets/RSS feeds

  • Release 13

  • Prebuilt integration to Oracle EBS

  • Release 11

  • Email campaigns

  • Forecasting multi-currency rollups

  • Release 9

  • Branding

  • Lotus Notes integration

  • Release 7

  • Call Center On Demand

  • Release 5

  • Web Services enablement

  • Release 14

  • Next-generation usability

  • Advanced customization and administration

  • Enterprise integration

  • Expanded CRM

  • Release 12

  • Analytics enhancements

  • Forecast visibility

  • Release 10

  • Custom Tabs & Tables

  • Multiple sales processes

  • Intelligent scripting

  • Data mgmt

  • Release 8

  • Advanced Calendar

  • Group Sharing

  • Segmentation Wizard

  • Release 6

  • Industry Editions

  • Sales Process Coach

  • Desktop integration

  • Release 4

  • Outlook Email Integration

  • Products & Assets

  • Globalization

  • Release 2

  • Attachments

  • Advanced Import

Delivering value faster than other on demand solutions

2008

2007

  • Release 3

  • Offline

  • Outlook Sync

  • Partners & Competitors

2006

  • Release 1

  • Sales

  • Marketing

  • Service

  • Analytics

2005

2004

2003

8


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Real Results Customer Results

30% increasein customer satisfaction

32% increasein new retail checking customers

Doubled profitsin two years

20% increasein call-handling speed

$31 million savings in call center costs

25% decreasein cost per call

65% decrease in order-processing time

14% increasein cross-sell revenue


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Siebel CRM On Demand


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Industry Leading Hosting Services

Oracle Hosting

  • AFCOM and Network World – Data Center of the Year 2005

  • Operations based on industry – standard frameworks and certified by SAS70

  • Over 500 Enterprise customers with most rigorous requirements

  • Automatic upgrade and maintenance

    Benefits

  • Single vendor commitment

  • Operational excellence

  • Responsiveness

  • Investment in future services


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Boost Sales Productivity and Effectiveness

Features

  • Automatic lead qualification

  • Two-tier lead management

  • Sales process coaching

  • Automatic opportunity assessments

  • Triangulated forecasting

Benefits

  • Increases lead quality and conversion

  • Close more deals, more quickly

  • Improves sales effectiveness

Easy to replicate the success of your best salespeople


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Improved Pipeline Visibility


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Increased Marketing Effectiveness

Segment Customers

Import Prospect List

Analyze Campaigns

Create Targeted Campaign

Assign Leads for Follow-up

Execute Campaign

Features

  • Comprehensive campaign execution and analysis features

  • Embedded email marketing

  • Create targeted, personalized campaigns

Benefits

  • Turnkey marketing solution saves time, increases productivity

  • Improves marketing campaign effectiveness

  • Powerful analytics enables focus on highest impact campaigns


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Customer Insight Through Analytics

Features

  • Pre-built dashboards that analyze customer value, profitability, loyalty

  • Customer trend reporting

  • Intuitive report designer to build custom analysis

Benefits

  • Know who your most important customers are

  • Proactively address vital customer issues

  • Strengthen loyalty through better responsiveness


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Pre-built Industry Solutions

Financial Services

Referral/lead management

Household/contact management

Financial profiling and portfolio tracking

Customer analysis

Life Sciences

Medical education/events management

Complex relationship management

Medical field sales planning and forecasting

High Tech

Asset management

Marketing fund management

Account, contact, & opportunity mgmt

Quota management

Automotive

Dealer profiling

Vehicle & dealer service management

Retail and Fleet opportunity management


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Instant Value Integration with Oracle E-Business Suite


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Tools for Collaboration


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The Next Generation Mobile Application

  • Mobile Sales Assistant Application

  • Simple, Intuitive, Task Focused App to Increase Sales Rep Productivity While On the Go

  • Lookup/Call a Contact

  • Jot Down Notes

  • Get Directions

  • Check Schedule

  • Create New Appointments

  • Assign Tasks & Follow-up

  • Check To-Do’s

  • Add Call Notes

  • Manage Opportunities

Headed to Meeting

After Meeting

Through-out Day

  • Productivity & Collaboration

    • Directions/Routing Capabilities

    • Auto-Prompt Reminders for Tasks

    • Team and Customer Contacts Collaboration

    • Recent Items & Draft Bench

  • Supports: Blackberry


Email marketing on demand l.jpg

Email Marketing On Demand

  • Achieve more rapid ROI with embedded best practices

  • Gain real-time visibility into e-mail marketing performance

  • Supports the entire e-mail marketing process

  • Create lasting and profitable customer relationships

  • Achieve higher response rates, lower opt-out rates, and higher conversion rates

  • Synchronize e-mail efforts with other marketing communications


Increase customer satisfaction and loyalty call center on demand l.jpg

Increase Customer Satisfaction and LoyaltyCall Center On Demand

Features

  • 360° customer view

  • Centralized knowledgebase

  • Call scripting

  • Real-time service optimization with analytics

  • Customer satisfaction surveys

Benefits

Easy to use service solution increases customer satisfaction and loyalty

  • More personalized, consistent service

  • First call resolution

  • Reduced training costs


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Announcing Oracle CRM On DemandRelease 15

Sticky Notes & Message Center

Widgets

RSS feeds

Action Bar enhancements

Customizable dashboards

Features

Benefits

  • Drive collaboration among users

  • Bring the best of the Web to CRM to increase productivity

  • Access CRM where users want it: in the application, on portals, on the desktop

  • Unparalleled ease of use

22


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CD Group, Inc.

Planning

Business Consulting

We offer the optimal blend of business insights and technology expertise

Technology Implementation

  • Profitability Solutions

  • Financial Analysis and Business Case Development

  • Requirements Definition and Software Selection

  • Change Readiness and Change Management

  • Process Engineering

  • Improved Decision Making

  • 16 years of experience

  • Expertise in 4 classes of software:

    • ERP, BI,CRM and E-Business

  • Expertise with 2 ERP systems:

    • JD Edwards and Oracle EBS

  • Expertise in technology platforms

    • Oracle, Microsoft, IBM

  • Full range of employee-based Delivery services

  • Customer-centric and quality- centric

We understand and respect that Information Technology

is an enabler and not a solution unto itself.


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