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Oracle CRM Road Map

Oracle CRM Road Map. Amit Ghosh Product Manager CRM Product Speaclist. Why no point solutions?. Integration is costly and hard Integration requires access to multiple data sources Who then owns the responsibility of a successful implementation? What happens when its time to upgrade?

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Oracle CRM Road Map

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  1. Oracle CRM Road Map Amit Ghosh Product Manager CRM Product Speaclist

  2. Why no point solutions? • Integration is costly and hard • Integration requires access to multiple data sources • Who then owns the responsibility of a successful implementation? • What happens when its time to upgrade? • Who do you call when things do not work? • Who knows integration better than Oracle?

  3. The Integration Nightmare • Marketing • Valex • Epiphany • Rubric • Paragen • Prime Response • Sales • Vantive • Onyx • Siebel • Trilogy • Service • Vantive • Siebel • Clarify • Astea • RTS • Metrix • Intelligence • SAS • Cognos • Brio/SCRIBE • Actuate • Business Objects • Call Center • Genesys • Dialogic/Intel • Melita • Davox • ACD vendors • IBM • Lucent (Mosaix) • Geotel/Cisco • Graham Tech. • Configuration • Trilogoy • Calico • Aurum/Baan • ERP • Baan/Aurum • SAP • PeopleSoft • e-Commerce • Broadvision • OpenMarket • IBM • Netscape • Intershoppe • Microsoft • e-Mail • eGain • Kana • Brightware

  4. Analytical Applications Applications Business Applications Application Object Library Forms & Reports Common Infrastructure Workflow System Administration Flexfields Common Services E-Business Platform Internet Application server Database Oracle E-Business Footprint A Modular, Architected Solution Business Intelligence E-Business Suite iAS (Application Server) 8iDatabase

  5. Order Fulfillment Supply Chain Manufacturing Financials Human Resources Marketing Sales Contracts Service eCommerce Oracle E-Business Suite Business Intelligence Collaboration (iMeeting) Common Application Architecture & Modules Resources, Territories, Tasks, Notes, Calendar, Fulfillment Manager 8i, iAS, Common infrastructure and services

  6. CRM Product Road Map Customer Intelligence Analytical Applications Business Applications CRM Foundation MultiChannel Touch Points E-Business Foundation E-Commerce Intelligence Service Intelligence Marketing Intelligence Sales Intelligence Sales Online Marketing Online TeleSales TeleService Knowledge Mgmt iSupport iStore Quoting MES Contracts Quoting Contracts for Service iPayment eMerchandising OMO Tasks Resources UWQ Notes Territories Calendar Assignments 1-to-1 Escalations Attachments Interactions Wireless Interaction Center Mobile (Laptop, PDA) Internet Web eMail Center Telephony Call Center Connectors Common Application Architecture & Schema Inventory, BOMs, Pricing, Configurator, Installed Base, TCA (Common Customer Model), User Login, Security, etc eBusiness Platform 9i Application Server (J2EE), Database, Web Cache, Data Warehouse, Data Mining, OLAP E-Business Platform 9iAS InterConnect, Web Services Open APIs, Adapters, Standards-based message broker, Extensibility / SDKs, XML Business Objects, Transformers Integration

  7. Advanced Scheduler Mobile Field Service iSupport Teleservice Quality Online DepotRepair Mobile Field Sales Sales Online iStore Telesales Incentive Comp Marketing Online Marketing Encyclopedia System Partners Online ContractsCore ServiceContracts Contracts for Rights Contracts for Sales Oracle CRM Business Applications BIS Service Contracts Sales Marketing Collaboration Business Intelligence Spares Management Trade Management iMeeting

  8. CRM Product Road Map Customer Intelligence Analytical Applications Business Applications CRM Foundation MultiChannel Touch Points E-Business Foundation E-Commerce Intelligence Service Intelligence Marketing Intelligence Sales Intelligence Sales Online Marketing Online TeleSales TeleService Knowledge Mgmt iSupport iStore Quoting MES Contracts Quoting Contracts for Service iPayment eMerchandising OMO Tasks Resources UWQ Notes Territories Calendar Assignments 1-to-1 Escalations Attachments Interactions Wireless Interaction Center Mobile (Laptop, PDA) Internet Web eMail Center Telephony Call Center Connectors Common Application Architecture & Schema Inventory, BOMs, Pricing, Configurator, Installed Base, TCA (Common Customer Model), User Login, Security, etc eBusiness Platform 9i Application Server (J2EE), Database, Web Cache, Data Warehouse, Data Mining, OLAP E-Business Platform 9iAS InterConnect, Web Services Open APIs, Adapters, Standards-based message broker, Extensibility / SDKs, XML Business Objects, Transformers Integration

  9. Oracle CRM E-Business Suite Customer Intelligence Analytical Applications Business Applications CRM Foundation Interaction Channels E-Business Foundation Interaction Center Intelligence Marketing Intelligence Sales Intelligence Service Intelligence Partners Online Contracts for Sales Contracts for Service Marketing Online iStore Sales Online TeleSales iSupport KM Field Service Depot Repair Quoting Advanced Scheduler Quality Online Tele Service Contracts for Rights eMerchandising MES iPayment Mobile Field Sales Incentive Comp Mobile Field Service Spares Mgt Universal Work Queue Resources Territories Assignment Engine Tasks Notes Calendar 1-on-1 Fulfillment Attachments Esclation Management MES/Knowledge Base Interaction History Wireless Interaction Center Web Mobile (Laptop, PDA) eMail Center Telephony, Scripting, Predictive Dialer, Call Center Connectors Common Application Architecture & Schema (TCA, Products, Pricing, Configurator, User Login, Security, etc) E-Business Platform eBusiness Platform

  10. Multiple Channels E-mail Telephone Web Mobile Devices

  11. CRM Foundation Is . . . • Application components that can be used by all CRM modules (such as Tasks, Resources, Notes) • Common infrastructure upon which CRM modules are built • Shared modules that can integrate with ERP through CRM

  12. Resources Territories Calendar AssignmentEngine EscalationMgr UniversalWorkQueue Tasks InteractionHistory 1-to-1 Fulfillment Knowledge Base Notes Attachments CRM Foundation Modules

  13. Solutions Mgt Advanced Inbound (Inc IVR) Territory Mgt Interaction History Assignment Mgt Installed Base Advanced OutBound Events & Counters Calendar Resource Mgt Scripting Spares Mgt Notes Task Mgt eMail Center Example : Service11i Scheduler

  14. For Example… Resources Territories Calendar AssignmentEngine EscalationMgr Universal Work Queue Tasks InteractionHistory 1-to-1 Fulfillment KnowledgeBase Notes Attachments Teleservice Telesales

  15. Task Queue Types/ Count Task Item Select Tasks CRM Application Task/Assignment Management Modules (GUI) Task/ Assignment Engines Tasks, SR, etc CRM Business Application “Screen Pop” (Contact Center or Response Center) Select Media Media Queue Types/ Count Select Next Interaction Type, Activities, Start/End Media Data for Screen-Pop UWQ APIs Media Item Data Media Queues Inbound Telephony Outbound Telephony Email Interaction History API Media Activities Timing Outcomes Media Interface Inbound Telephony Outbound Telephony Email Interaction Blending Automatic delivery of media work items per IB direction CCI Gateway Application-specific business data for call center intelligence Media Item Request Media Queue Activity Interaction & business data per interaction Interaction data per interaction Interaction Blending Defines media work items per business rules (service levels) Media Item to Work Next Call Center Intelligence Interaction History • UWQ GUI • Work Selection • Media • Tasks/ • Assignments • Work Queue Status • Tasks/ • Assignments • Media

  16. Oracle 11i Interaction Center Email Customer Internet PSTN eMS & eMC CTI Enabler Customer ACD IVR MCM Agent Desktop Outbound IVR Integrator eMC GUI Interaction Blending Email Telephony SoftPhone Requester Bus. Application & Scripting Queuing & Distribution UWQ Business Intelligence Task Mgmt Oracle Data & Applications Routing Interaction History Workflow Customer Email Telephony Integration to Business Application (CTI) Caller ID (ANI) or Call Category (DNIS) Task Screen Pop Business Module Customer Call Email Screen Pop Application & Email GUI CTI Msgs ANI/ DNIS/ IVR Caller Info Caller IVR Data Screen Pop Application & SoftPhone Qualify Caller/ Category Further Customer Email Info and Email Category Intelligent Campaign-based Automated Outbound Call Dynamically Selects Next Agent Media Interaction Queue and Distribute to Agent When Selects Next Work Item Update Interaction History & Business Data Agent Task Work Item Selection Route Call on Business Rules (Data, Skills)

  17. Oracle Campaign to Cash Process Flow Lead Opportunity Budget Campaign Order Quote Payment Invoice Compensation

  18. Enabling Campaign to Order to Cash to Service Campaign Order Fulfillment Cash Service iStore iPaymentQuoting Configurator Adv Pricing • Click to Order • Campaign to Order • Order to Fulfillment to Cash • Walk-in to Resolution (eService) Order Mgmt Shipping Inventory iPayment Financials iSupport Teleservice Interaction Center Contracts Marketing Online eMerchandising

  19. Execute targeted e-mail/direct mail campaigns Sales Online/ Quoting Salesrep Creates Shared Quote (B2B,B2C) Marketing Online eMerchandizing Enterprise Data Create/Execute Campaigns iStore Catalogs Display personalized Content, Offers and Product Recommendations (Catalogs) iStore Inventory Customer Adds to Shared Shopping Cart (B2B, B2C) Create Segmentation Strategies Configurations Pricing Contracts Create Promotions/ Offers Customers (TCA) TeleSales/ Quoting Create Rules/Web Merchandizing Strategies TeleSales Agent Creates Shared Quote (B2B, B2C) Order Mgmt Create Order InstalledBase Business Intelligence iSupport/ Knowledge Mgmt BI Tools Personalization Provide Post-Sales Support/ Process Returns (Self-Service) Financials/ OM Analyze Customer Data (Data Mining) Analyze Browsing Behavior (Clickstream Analysis) Fulfill Order and Process payment Complete E-Commerce Offering

  20. Campaign to Order eMerchandising (OMO) iStore • Design effective segmentation strategies, promotion rules and campaign targets • OLAP and Data Mining • Target campaigns and promotions • Deliver personalized content,offers and pricing • Offer personalised product recommendations • Cross-sells/Up-sells • Targeted Specialty Stores Create Campaigns, Promotions, Offers Customer Submits Order iStore Advanced Pricing Customer Selects and Enters Specialty Web Store Customer Gets Discounts Automatically OMO iStore Customer sees personalized content and offers Customer adds more to Shopping Cart OMO OMO Customer Adds Item(s) to Shopping Cart Customer Sees Cross-sell/up-sell item(s)

  21. Click to Order Adv Pricing Contracts • Strong B2B Support • Global Support • Rich product catalog • Shared Carts/Quotes • Advanced pricing • Powerful configurator • Real-time ATP Checks • Contracts and Pricing Agreements • Multiple Payment methods • Real-time payment authorization iStore Customer Gets Discounts Customer Views Terms and Conditions Customer Selects and Enters Web Store Inventory Contracts Customer Checks Product Availability Customer registers/ Logs On Customer Negotiates and Accepts Terms Customer initaites checkout Customer saves/shares cart TCA B2B Customer reviews Company Account Activity and Details Customer Adds Item(s) to Shopping Cart Customer submits order Configurator Quoting iPayment Configure Products B2B Customer Reviews Quote Validate/process Payment Information

  22. Quoting • Convert Opportunities to Quotes • Create and share Quotes across multiple Sales Channels - TeleSales, Sales Online, Web store • Configure complex products • Perform real time global availability check • Provide varied pricing capabilities • Publish Quote to Web store • Validate and Submit Quote to Order

  23. Order to Fulfillment to Cash • Streamlined order management and fulfillment • Real-time Inventory reservations • Process payments and realize revenue rapidly • Manage Installed Base • Complete Order Tracking • Expose accurate and timely demand to supply chain iStore OM Customer Submits Order Track Order Status OM AR Book Order Process Payment AR Shipping Pick, Pack and Ship Order Generate Invoice Installed Base Inventory Update Inventory Update Installed Base

  24. Walk-in to Resolution iSupport iSupport Customer Logs On /Registers View Orders, payments, Shipping status, etc. • Integrated Customer Service Portal • Transactional Inquiries - order status, payments, etc. • Returns (create RMAs) • Problem Avoidance Architecture - powerful knowledge management system • Service Request Management • Online Forums • Seamless Integration with TeleService Installed Base View Installed Base KM Customer Resolves Issue Search For Solution iSupport iSupport Create Service Request/ RMAs Request for Web Callback TeleService Route Request to Agent

  25. Customer The 360 Degree Customer View Up-selling and cross-selling Targeting and profiling Service management Prospecting Demand Creation Customer care and support Lead generation Service Mgmt Lead Generation Customer Management Response management Contracts Product Maintenance Lead qualification and scoring Lead Mgnt Product Fulfillment Lead assignment and distribution Order Mgnt Opportunity Mgnt Order management Opportunity management Quoting Pipeline and forecast management Pricing and discounting Quoting

  26. Oracle Service Suite Customer Intelligence iSupport TeleService Service Online Contracts CRM Foundation Modules

  27. Oracle Service SuiteTeleService Customer Intelligence Customer Support Customer Care CRM Foundation Modules

  28. Oracle Service SuiteService Online Depot Repair Field Service Palm Mobile Field Laptop Field Service CRM Foundation Modules

  29. Oracle Service SuiteContracts Contracts for Service Contracts Integration Contracts Core

  30. Oracle Marketing Suite Marketing Intelligence iMarketing MarketingOnline Marketing Encyclopedia

  31. Order Capture Customer Support Customer Int. Phone Call Accounts Receivable A/R Interaction Center Solutions Mgt. Order Mgt. Service Contracts Reports E-Mail Resource Manager H/R iSupport Installed Base WIP & BOM Field Service Discoverer Web Quality Mobile Field Service Spares Mgt. Inventory Depot Repair Workflow Laptop Projects Scheduler Palm Service 11i : e-Service delivered Business Analysis Products & Tools ERP “Back-Office” PRODUCTS Additional Modules Customer-Facing Products Functional Products WORKFLOW & OTHER MODULES Multi-channel - same data

  32. PalmOS compliant devices Windows 95, 98/NT compliant devices Mobile Device Gateway Phones & Pagers Mobile Devices • Online • Applications: • Sales Online • Field Services Applications Server Data Server Asynchronous Filtered replication Synchronization

  33. Lead Opportunity Campaign Order Quote Payment Invoice Compensation Multiple Vendors Campaign to Cash Process Flow Budget

  34. Oracle Marketing Online Integration Marketing Family Inventory Items Collateral Products MarketingIntelligence Sales Family OrderManagement eMerchandising Field/MobileSales Campaigns Prospects Events Prices Offers/Discounts Marketing TeleSales Calendar NewsCollateral iStore Prospects Customers Leads Responses Results MarketingEncyclopediaSystem AccountsReceivables iSurvey Promotion Language

  35. Examples of Architected eBusiness Integration • Campaign Budget, Marketing spending • Marketing Online to General Ledger • Offers and Pricing • Marketing Online to Inventory • Marketing Online to Pricing • Lead to opportunity • Marketing Online to Sales Online/Telesales/iStore • Opportunity and Quote Sharing • SalesOnline/Telesales/iStore • Configure Items • SalesOnline/Telesales/iStore to Configurator • Product Availability • SalesOnline/Telesales/iStore to Inventory • Marketing ROI • Marketing Online to Order Management to Receivables

  36. Examples of Architected eBusiness Integration • Support Entitlement • Teleservice to Installed Base to Service Contracts • Support billing and renewals • Teleservice to Service contracts to receivables • Self service support to field dispatch • multichannel : isupport/Teleservice/Mobile Field Service • Service Request to return • isupport to order management • Repair to Installed base • isupport/Teleservice/Mobile Field Service to installed base • 360 degree view of customer • all customer interactions/transactions, assisted and unassisted in single repository

  37. Competition at a Glance Competition at a Glance Campaign Campaign Opportunity Opportunity Quote Quote Configure Configure Order Order Fulfillment Fulfillment Service Service Oracle Oracle IBM IBM Siebel Siebel Microsoft Microsoft PeopleSoft PeopleSoft PeopleSoft SAP Selectica Selectica Clarify

  38. & Q U E S T I O N S A N S W E R S

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