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Jenny Craig's Success with Siebel and Oracle Commerce. Eric Matson , IT Director of Enterprise Architecture – October 1, 2014. About Jenny Craig. 40 year-old Weight Management company 500 company-owned and 150 franchise Centers in the US, Canada, Australia, and New Zealand

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jenny craig s success with siebel and oracle commerce
Jenny Craig's Success with Siebel and Oracle Commerce

Eric Matson, IT Director of Enterprise Architecture – October 1, 2014

about jenny craig
About Jenny Craig

40 year-old Weight Management company

500 company-owned and 150 franchise Centers in the US, Canada, Australia, and New Zealand

Owned by Nestle until late 2013, merged with Curves in 2014

Implemented Siebel company-wide in 2010 (3,000+ users)

Launched our eBusiness initiative in 2012

core application stack before
Core Application Stack (Before)

Oracle Siebel 8.0.0.13

Oracle Business Intelligence Enterprise Edition 10g

Oracle Database 11g

Oracle Exadata

Oracle JD Edwards 9.1

Oracle Incentive Compensation

Informatica Power Center 9.1

challenges
Challenges
  • Revenues from online sales were dismal
  • Competitors were far ahead in eBusiness space – need to play “catch-up” to win
  • Our customers expect online and mobile capability - we were not meeting expectations
  • Web profiles and Siebel CRM were not integrated
business goals
Business Goals
  • Deliver 10x increase in revenue from eBusiness channel by 2016
  • Target revenue sources: Memberships, Food and Product Sales
  • Provide a “seamless” program experience for offline and online members
    • Planning and Tracking of meals, activity, mindset, and weight loss
    • Menu plan and a la carte ordering
    • Purchase Food Online or in-Center
  • Provide Marketing with a 360°view of members
approaches we considered
Approaches We Considered

Continue to build out our existing, home grown .net e-commerce site

Add a low cost, off-the-shelf e-commerce component such as Magento, Storefront, etc.

Deploy Oracle Commerce (ATG) 10.1 with personalization, segmentation, targeting, merchandising, and content management

why we selected oracle commerce
Why we selected Oracle Commerce
  • Robust, best-of-breed components
  • Architected to support higher volume and revenue growth
  • Business-enabling features (BCC)
    • content management
    • merchandising
    • customer service
  • Powerful integration layer
core application stack after
Core Application Stack (After)
  • Oracle Siebel 8.0.0.13
  • Oracle Business Intelligence Enterprise Edition 10g
  • Oracle Database 11g
    • Exadata
  • Oracle JD Edwards World 9.1
  • Oracle Incentive Compensation
  • Informatica Power Center 9.1
  • Oracle ATG
  • Oracle eStara Click-to-Call, Click-to-Chat
  • Oracle Managed Cloud Services
design goals
Design Goals

Leverage our existing Oracle and third-party application stack

Maintain Siebel as master for Contact, Product, Pricing, and Order

Administer once, deploy to all channels

Enable the business – limited IT involvement

Scale to support a $200M online business

Out-of-the-box, out-of-the-box, out-of-the box…

our line of attack
Our Line of Attack
  • Integrate Siebel and ATG, taking into account
    • Data Center security requirements (OMCS)
    • Third party integrations
    • Siebel data mastering
    • Temporal data needs
    • Omni-channel usage
    • Maximum flexibility for eBusiness department around promotions, pricing
  • Everything sent from ATG to Siebel using native Siebel web services (SOAP).
  • Everything sent from Siebel to ATG using batch interfaces
new experience
New Experience
  • > 90% of day-to-day changes can be made by eBusiness team (in the BCC or Siebel)
  • New center member is automatically enrolled in Website
  • Improved member experience:
    • New members purchasing online are recognized when they walk into the Center
    • Existing members are recognized by website when they register
  • Marketing has a 360 view of all member activity!
lessons learned
Lessons Learned

Make sure to have a solution architect with good understanding of Siebel and ATG.

Use real-time or near-real-time interfaces whenever necessary (batch processes create timing issues).

Oracle Managed Cloud Services provides many benefits but adds a level of complexity to plan for.

Log ALL transactions at each potential break point.

Send more data than you think you need (both ways).

Picking one system (Siebel) as the master let us leverage our existing systems and processes.

Siebel and ATG are highly complementary to each other in our application stack.

what s next
What’s Next?

Order online, pick up in Center

Integrations for Attribution Modeling

New member referral program

Shared credit card tokenization

Integrated social media

Integrated weight loss journey, tools

MDM, Marketing, Loyalty…