CRM Road Map

The purpose of this presentation is to introduce you to the Oracle CRM Footprint, giving you an overview of all the applications that comprise Oracles solution to Customer Relationship Management.

Oracle E-Business Footprint

This diagram represents the Oracle e-Business footprint. We will focus this training on the Applications section of this footprint, specifically as it relates to the CRM Applications. In this example, the platform upon which all applications reside is the Oracle9i Database. The Oracle database drives enterprise eBusiness applications, online transaction processing applications (OLTP), query-intensive data warehouses, and high capacity Web sites. Oracle databases are available on many different platforms allowing applications to scale from handheld to laptop to desktop to enterprise providing consistent information over multiple channels. The 9iAS Application Server is a middle-tier server that independently delivers the technology needed to build Web sites and applications, create personalized portals, extract business intelligence, and manage a secure Web site infrastructure. Common infrastructure and services components are provided for all the applications to leverage. Functionality provided here includes Forms, Reports, J-Developer, Application Object Library, the Java Technology Foundation and Discoverer development tools, coding and UI standards, and other functionality used by the applications. For instance, flexfields allow you to extend the applications according to your business needs, System Administration allows you to create and assign responsibilities, and Workflow permits you to configure background processes and notifications to keep information flowing throughout the system. The Oracle e-Business Suite automates marketing, sales, contracts, service, manufacturing, and supply chain processes as well as financial operations, project management, human resources operations, and business intelligence systems. The Business Intelligence applications integrate data from all of the eBusiness Suite applications to provide key performance measurements, operating alerts, and management reports to every decision maker across the enterprise.

Oracle E-Business Suite

The eBusiness Suite represents a complete end-to-end solution addressing major business processes including marketing, sales, contracts, customer service, eCommerce, order

fulfillment, supply chain, manufacturing, financials and human resources in one tightly integrated suite of products. In this slide you can see that the common infrastructure components from the previous slide have been condensed into the blue region at the base of the diagram. The Common Application Architecture includes functionality that supports both CRM and ERP applications. For instance, TCA Oracles Trading Community Architecture consists of a database schema and APIs or Application Programming Interfaces allowing you to model the complex relationships that occur within a business community and to enter that data consistently throughout the enterprise. Because the model is not hierarchical, it enables Oracle applications to model complex B2B2C relationships and not to be limited to either a B2B or B2C implementation. TCA provides a single source of truth, delivering a true 360-degree view of your customer. The Collaboration layer consists of tools that provide real-time collaboration internally as well as externally. For example: iMeeting functionality enables users to co-browse HTML web pages, so a customer can be assisted by a sales agent while both are viewing the iStore. Well look more closely at collaboration a little later. Oracles CRM suite of applications enables an enterprise to acquire, maintain, and enhance customer relationships, by assisting companies with marketing automation, sales force automation, contracts management, customer service and support, and business intelligence, in a multi-channel environment. Well examine these more closely in future slides. The ERP applications allow companies to control their back-office operations. Oracle Order Fulfillment features advanced configurator functionality, global available to promise, flexible pricing support, efficient delivery, high volume transactions and flexibility to adapt to changing business conditions. Supply Chain Planning applications provide the tools required to optimize flow of material, cash, and information across the extended supply chain. Oracle Manufacturing supports all styles of manufacturing - engineer-to-order, discrete, process, flow, lot based, and project based manufacturing. Oracle Financials provide solutions for strategic planning, accounting, treasury, project management, and travel management. Oracle Human Resources is a comprehensive solution for managing a companys human resources, allowing organizations to attract, retain and develop critical skills and knowledge on a global basis.

Lastly, the Business Intelligence applications include Marketing, Sales, Contracts, Service, Call Center, and Customer Intelligence. These applications allow you to access and analyze information so that you can make better decisions. Lets take a more detailed look at the CRM components.

CRM Product Family Suite

Here we see the CRM Product Families. These are the customer-facing applications, which enable you to improve your efforts to acquire, maintain and enhance your customer relationships through web, phone and email interactions. The Marketing Suite provides campaign planning and execution, budget management, list creation, reporting and analysis tools. Oracle Marketing enables marketing professionals to drive quality leads to sales, expand reach and maximize marketing effectiveness by providing a comprehensive set of marketing automation, analysis and multi-channel execution capabilities, in addition to seamless integration with sales, service and operations. The Sales Suite provides integrated tools for all those who are involved in the sales process, including field salespeople, telesales agents, distributors and resellers, customers purchasing over the Internet and sales executives. Armed with up to the minute information regarding customers, leads and opportunities, as well as forecasts and compensation plans and projections, you can proactively and effectively incite your sales force while providing them all the information they need to close sales. It enables the field sales force, telesales teams, resellers, and web storefronts to collaborate in closing more business together as one sales team. The Contracts Suite enables authoring, executing and managing contracts, warranties and extended warranties; providing visibility to contract entitlements and proactively acting upon contractual commitments. Whether you are the buyer or the seller, issuing contracts or receiving them, the contracts suite will automate the full contract life cycle. The Service Suite manages service activities with the goals of profitability, employee productivity and complete customer satisfaction by addressing all service and support activities from initial contact with your customer through issue resolution. Automating your service efforts allows you to transform an area that has historically proven to be a cost center and into a revenue generator for your business. This family of applications provides customer support, field service and depot repair functionality. In addition, Oracle Services offers complete visibility into spare parts availability, logistics, service billing and customer contract entitlements. Customer Care provides full access to customer information from each touch point in the enterprise and to each customer care agent or other employees who interact with the customer. All of the Service products can be deployed across web, call center and mobile field channels.

The eCommerce Suite of products will allow you to do all of this on the web! It enables you to establish profitable long-term relationships with your customers through one-toone marketing and personalized shopping experiences as well as proactive support and self-service capabilities. Oracle E-Commerce synchronizes all customer interactions and transactions by integrating web-based channels with traditional channels. The CRM Product Families rely on the CRM Application Foundation for many aspects of their functionality. The CRM Application Foundation provides standard APIs for accessing and manipulating business objects including customer, resource, and task records. It also provides robust processing engines exemplified by the Territory Manager and 1-to-1 Fulfillment. We will discuss the components of the Foundation piece a little later in this presentation. Right now, Id like to introduce a concept known as the Complete Business Flow.

Campaign to Order Business Flow

The purpose of Complete Business Flows is to identify and map critical business processes that an organization utilizes to support a comprehensive ebusiness strategy. Here we are viewing a high-level flow that spans marketing campaign creation to the booking of an order. First, you want to create a campaign that will generate customer interest. When that customer responds, you generate a sales lead. That lead is then transformed into a sales opportunity. The opportunity then converted to a sales quote and then the quote becomes an order. Lets take a look at how this process maps to the CRM Suite.

Marketing
The role of Marketing is to generate leads. This is accomplished by designing effective campaigns. In order to do this, Oracle provides you with the Marketing Suite of products.

Marketing Family
Oracle Marketing Online facilitates the creation, tracking and analysis of marketing campaigns executed via the web, email and telemarketing. This is where you would create a campaign designed to generate interest on the part of your customer. For the purpose of illustrating our Campaign to Order business flow, we will use the example of an email campaign. OMO can be used to create a letter that will be emailed to a targeted list of customers you have identified as most responsive to this type of campaign. With sophisticated list management tools, OMO allows you to import, generate and profile customers and prospects. That means you can slice and dice your data to target specific customers with campaigns that are tailored to their buying patterns. Additional functionality in OMO includes Emerchandising to help you target your online

visitors with personalized ads, offers and product recommendations; as well as control of budgets and costs ensuring complete and accurate analysis of ROI so you know where you marketing dollar is going. The Advanced Marketing Online option provides you with data mining integration allowing you to run a test campaign with a small list of customers, analyze those who responded and then create a list that better targets those with a higher predicted response rate. It also provides enhanced event management capabilities and robust product and pricing functionalities. Trade Management furnishes the tools necessary to manage B2B industries like Consumer Packaged Goods companies. It provides enhanced offer functionality so that salespeople can coordinate promotions aimed at their retailers with marketings consumer campaigns. Funds management allows a company to distribute and manage discretionary sales dollars that previously may have been under utilized. And robust claims and deduction functionality, fully integrated with ERP financial applications, allows money previously tied up in a lengthy resolution process to be easy identified and resolved. Marketing Intelligence provides an enterprise-wide view of all marketing activities to enable assessment and monitoring of current performance through a state-of-the-art Performance Management Framework. That means you can react in real-time instead of having to wait to the end of a campaign to analyze its performance. Changing the course of a campaign midstream will allow you to increase your revenues and decrease your costs. Marketing Encyclopedia System provides a central repository for storing and retrieving information in a variety of formats including HTML, digital video, and power point. This enables sales and marketing professionals to send information both internally and externally with ease. Partners Online provides key partner relationship functionality in both marketing and sales. On the Marketing side, it enables you to extend your reach to third parties in order to jointly develop and execute go-to-market strategies. On the sales side, for companies that leverage distributors, resellers, and other market influencers, the tools provided in OPO will match and route opportunities while providing a complete vision into and control of the sales and delivery cycle. So back to our flowweve created an email campaign and sent it to our target list. Next our very enthusiastic customer calls in on the telephone number weve provided to enquire further about our product.

Sales
This call to our Telesales department generates a lead meaning a customer has an interest in our product or service. Now lets see how leads are converted ultimately into orders.

Once the lead is qualified by factors such as the customers budget, the timeframe for the purchase, the contacts purchasing authority and the like, we can convert that lead into an opportunity. An opportunity represents a customer that has a high probability of purchase. Once it becomes an opportunity, our sales person will refine it and present the customer with a quote. If that quote is acceptable to the customer, an order will be made. Lets see what this looks like in the Sales Suite.

Sales Family
Oracle Telesales provides lead qualifying and ranking engines that will allow you to optimize your agents time and efforts. As with our example, once the lead is qualified, it is converted into an opportunity. Opportunities can then be converted into quotes, and quotes into orders. Telesales functionality also enables agents to register people for events and fulfill collateral requests. Telesales is fully integrated with the Interaction Center products traditionally utilized in a call center atmosphere. So for instance, in our example, integration with Oracles Advanced Inbound and Scripting products would enable this inbound call to be routed to an agent specially designated to work on this campaign, and a script could be launched at the time of the call to assist the agent through the sales process. In addition to OTS, which enables call center employees access to sales applications functionality, Sales Online is an HTML-based application for field sales representatives, managers and sales executives. Key functionality, similar to Telesales, includes management of customers, contacts, leads, opportunities, quotes and orders. In OSO you can generate forecasts that can also be viewed in Telesales. Additionally, Sales Online integrates with Incentive Compensation allowing sales representatives to view current and past compensation, plan for future compensation, and approve and distribute their compensation plans. Mobile Field Sales extends the benefits of the Oracle sales applications even further to mobile sales professionals. It exists in two versions: wirelesswhich is connected to the central database via the wireless connection, and disconnected (for palm and laptop) which uses a copy of the central database residing on the device allowing the user to synchronize with the central database when he or she returns to the office. Oracle iStore provides businesses with the necessary components to build powerful, global, and scalable Internet storefronts. It enables companies to sell products and services in a secure and personalized environment. Quoting supports the creation and management of quotes as negotiation tools, allowing the quote, once a customer has agreed to it, to be submitted as an order that initiates the fulfillment process. Fully integrated with the sales applications, quoting not only allows sales reps to convert quotes to orders, customers can view them as well via the Web enabling collaborative selling that eliminates the need for manual intervention by order administrators.

Collections enables collections agents and managers, account managers and revenue management staff to resolve delinquencies and recover outstanding debts from customers, allowing you to identify delinquent customers and employ proactive methods to obtain payment. Because the product automates redundant and time-consuming activities, agents can spend more time working directly with customers. Incentive Compensation allows you to easily configure new incentive programs, approve them online, and deploy them worldwide. Automating the sales compensation process reduces errors and time lost to calculation of commissions. It also allows you to motivate your sales force by giving the user real time access to compensation data. The Sales Intelligence application is designed to provide fast answers to hard questions. Utilizing its extensive reporting capabilities, senior executives, sales managers, and analysts can obtain comprehensive views of sales results in order to assess current performance, to meet quotas, and to monitor customer performance. Key sales analysis reports include sales force performance, sales effectiveness, revenue management, as well as customer, product, sales-channel, and pipeline analyses. Performance Management Framework allows you to set target values that send automatic alerts prompting you to take corrective action when necessary.

Service Request to Resolution Flow

Weve taken a look at what happens on the marketing and sales side. We completed our first business flow with our product having been purchased. The next obvious step is to examine what happens when there are issues with that product. In this scenario, a customer is having a problem with a product, calls in or logs on to your support website, and tries to find a solution. If there is no viable solution, a service request is created and a field technician is dispatched. The technician goes out to the customer site, a service is performed and then the request is closed. This is the Service Request to Resolution Complete Business Flow. Lets see how this is supported in the Contracts and Service Application Families.

Contracts
One of the first things that must occur when someone calls into your service center, is you must check to see what services they are entitled to receive which is dependent on the customers contract. Once you check their contract entitlement, you will be able to help them proceed through the service process advising them of coverage and/or charges as necessary. Lets look at the many offerings in the contracts family.

Contracts Family
Contracts Core automates the full contract life cycle from authoring and execution to management of existing contracts. The Contracts Core module serves as the foundation, the single point of integration, for all other contracts modules.

Contracts for Sales automates the sales contracting process. Via integration with the sales products, including iStore, a new sales contract can be created each time a purchase occurs. Integration with OSO and OTS allows the Contracts for Sales module to create contract-related opportunities that can be included in your sales forecasts. Contracts for Service enables creation and management of service contracts, warranties and extended warranties. This is where we will be checking for entitlement in the business flow. Integration with the service suite of products allows your customer service representative to verify entitlement information like coverage hours, contracted reaction times, and bill rates. Likewise, once the service has been performed, and the field agent is capturing the associated costs, this modules integration with the Charges module of Teleservice will apply any discounts this customer is entitled to receive. Contracts for Rights applies to any company interested in managing agreements related to the acquisition and licensing of intellectual properties like patents, trademarks, or materials for which a copyright is required. It features an Intellectual Property Catalog functioning as a central repository for the collection and dissemination of all property information as well as an automated quality assurance validation process that is userdefinable. Contracts Intelligence is a new offering in the Contract Suite. This application will help your business make well-informed tactical and strategic decisions by converting contracts transactional data into business knowledge. Okay, so weve checked for entitlement and know what level of coverage this customer is entitled to receive. Lets look at the next steps of the flow.

Service
The following four steps will take us into the service suite of products. First we need to create the service request. During this process, we will try to see if there is an existing solution that solves this problem. If not, we will assign a technician to it. If the product is small, we may have the customer send it in for repair. Lets see how the Service Suite of products will facilitate this flow.

Service Family
It may be that the customer contacts you through your Internet service site. iSupport provides a comprehensive customer service portal where users can serve themselves or receive assisted service. Solution Management functionality provides an online repository of service solutions for common problems. In our example, the customer searches the Solution Management System (formerly known as Knowledge Base) for problem resolution information, but is unable to resolve the problem there. Additional functionality in iSupport includes the ability to create Service Requests and to

manage Installed Base recordsinformation regarding products sold to customerson both the customer and the service side. Now our customer calls in to a teleservice agent. Teleservice provides your customer service representatives with the information they need to respond effectively and proactively to customer issues. The Service Requests application features a centralized area where agents can view basic customer information, enter detailed problem descriptions, search for resolutions, assign tasks, and view service histories and other information. Charges functionality facilitates billing of customers for services. Teleservice also features the ability to create relationship plans. In our scenario, when the customer calls in, the agent will be able to view the product via Installed Base, view the entitlement in Contracts, create the service request in Teleservice, and search for a solution in the Solution Management System. If there is no solution, the agent can either create a task for a field service agent to go out to the site via Field Service or bring the product in for repair utilizing Depot Repair. In our flow, the agent chooses to send out a field service agent. In order to assign a field representative, they agent may use Scheduler. Scheduler allows for enhanced scheduling functionality. By considering criteria such as territories, skill sets, availabilities, response times, travel times and distances, spare parts availability and most importantly costs, Scheduler can assist by providing advice or can be set to auto-schedule resources optimized to your business needs. Once the assignment is made, the information is transmitted to the Field Service agent. Field Service consists of two key features: a Dispatch Center which provides dispatchers with a centralized view and point of control for prioritizing, scheduling, dispatching, and monitoring tasks for field service representatives; as well as a Field Service Report which allows agents to capture all relevant information from a customer site visit including material usage, labor time, expenses and counter readings. As we saw in the Sales Family, Mobile Field Service provides wireless and disconnected solutions for field agents via laptop, palm and cell phone. Spares Management allows Field Service Reps to view car-stock quantities, order additional parts, and track parts orders. Integration with Oracle Inventory and Order Management allows Spares to provide the additional logistics and planning features required to manage a service parts inventory across multiple locations. In the business flow we have introduced, a field service representative was dispatched to the customer site. However, for certain products, it may be more feasible to have the product sent in for service. In that case, Oracle provides you with Depot Repair. Depot Repair provides functionality required for tracking and management of the repair process. From initially logging a repair order, to receiving the product, repairing it,

shipping it back and invoicing the customer, Depot Repair spans the life cycle of the repair process. Quality Online is a web-based product that tracks product defects identified by customer service representatives, developers and QA engineers, to help manage the internal application development process. It allows customers to log and review enhancement requests, thereby enabling developers to gather requests for features they need to develop in order to keep their products competitive. Service Intelligence is a reporting tool that can be used to monitor the service request to resolution flow we have just outlined. For instance, OSI can help to identify which customers have the most unresolved issues, track unresolved service requests and identify which products may need more self-service solution information so you can reduce service requests.

Interaction Channels
The central goal of CRM is to create strong bonds between you and your customers. Businesses need be able to contact their customers through all channelsweb, phone, email and face-to-face, and their communications need to be consistent regardless of the channel used or the time of contact. Newer self-service channels, like email and the web are vital modes of communication for businesses to master. At the same time, many customers still prefer voice or face-to-face interactions provided by telephony or enhanced through mobile technology. This is especially true for transactions that have a high monetary value and for many business-to-business transactions. Oracles CRM solution offers seamless integration between all delivery channels. Lets see how this is accomplished.

Interaction Center Family

Because companies need to manage multiple channels of communication, call centers are evolving into interaction centers. Advanced Inbound spans multiple customer channels, including the web and telephony. This fully integrated approach manages incoming communications rapidly and intelligently routes each customer contact to an agent qualified to handle it. The Universal Work Queue gives agents one-click access to work. Interaction Blending provides the ability to mix customer interactions of various types including inbound telephony, outbound telephony, e-mail, and Web contact. Advanced Outbound manages outbound calling campaigns. Various automated dialing techniques can be deployed to best suit the agents productivity, campaign complexity or campaign execution cycles. Calling lists can be prioritized and segmented to best fit your defined business goals.

Oracle Scripting is a script-authoring tool designed to guide call center agents through complex interactions. Prompts of upsell and cross-sell information can help agents maximize sales opportunities. Meanwhile, Scriptings survey component allows you to take the pulse of your customers and prospects and analyze their responses. eMail Center receives and parses inbound e-mail, routing each email according to userdefined rules that consider e-mail content, agent skills and business rules. It provides the receiving agent with a list of possible responses based on an analysis of the incoming message content. Interaction Center Intelligence merges interaction data with business data providing unique insights into interaction center operations and business results yielding a strategic reporting solution. It allows you to define goals for agent performance and call quality metrics then measure adherence to those goals in real-time.

eCommerce Family
Applications in the eCommerce Suite help businesses target, interact with and understand customers and prospects anytime and anywhere, across the globe via the Web. They enable companies to establish profitable long-term relationships with their customers through one-to-one marketing, personalized and compelling shopping experiences, proactive support, and self-service capabilities all on the Web. Weve already touched on some of the applications in their respective product families, but lets review them again. iStore, previously mentioned with the sales family, provides a self-service, web-based sales channel. It gives merchants product-catalog management tools to control the presentation of products on the web. A single catalog can serve multiple specialty stores to accommodate the needs of different customer segment. Functionality previously included in the iMarketing application has now been rolled into Oracle Marketing Online. OMO lets marketers target online visitors with personalized web advertisements, offers, and product recommendations, by using the visitors profile, purchase history, and shopping context to dynamically select the content to display. iPay is designed to facilitate payments made over the web. Its flexible architecture and powerful risk-management and transaction-routing features enable a business to accept every major payment option, securely, with less effort, and at a lower overall cost. OiP provides a single payment solution for the enterprise; for example, call-center applications can use it to process payments the same way iStore can. iSupport brings customer service functionality to the web to allow customers to help themselves with their service issues. This includes the ability to create, update and manage service requests; the ability to search solutions to their issues; as well as the ability to update the Installed Base information to keep records as accurate as possible. It

also includes a Call Me feature allowing users to request live support from customer service agents.

Collaboration
iMeeting provides real-time, web collaboration in all business areas. For instance, it can facilitate sales efforts by allowing customer presentations and demos to be given online, and group sales meetings to be conducted across the globe. Marketers can host online seminars and events while conducting online polls to capture real-time responses. Web shoppers can be assisted or guided by interaction center agents or sales reps while both parties are viewing the iStore. And in Support, customers and agents can work together to achieve problem resolution.

Foundation Components
Lastly, lets examine the Foundation Components. Resource Manager is a single repository for defining business resources: people, equipment, venues, etc. Once an entity is defined as a resource, it becomes visible to the entire CRM Suite. Territory Manager is used to automatically assign transactions like opportunities, leads and service requests to sales, service and collection teams. However, as opposed to being one-dimensional and basing transaction assignments on a single attribute like postal code, area code, country or product expertise, Oracles Territory Manager component can assign transactions according to multiple criteria. Calendar serves two main purposes, to define resource availability and to advance productivity at an individual, group, or organization level. Task Manager provides a single model for all tasks processed by the CRM suite. Tasks are created and assigned to groups or individuals, they may be recurring, associated to other business objects, or they may have dependencies defined. For instance, a sales methodology may be created that consists of a predefined set of tasks which need to be completed subsequently. Assignment Manager is integrated with the resource availability calendar to weigh resource availability and skill sets to determine the assignment of resources to tasks and of tasks to individuals or groups of people. Assignment manager can be set to function automatically or it can be used manually to suggest possible assignments. It can also be used in conjunction with the Scheduler application to choose resources based on optimizing costs for that resource. Interaction History provides a framework for capturing all interaction data associated with customer contacts, whether automatic or involving an agent. For example, when a customer visits an iStore, an interaction is logged in the repository. Then later, when that

customer calls in to the call center, the call center agent can see that the prior interaction had occurred. Notes facilitates creation, search, maintenance and sharing of notes related to customers, opportunities, campaigns, service requests, etc. Notes, when used in conjunction with Interaction History, can help provide a true 360-degree view of the customer. (Next Slide) Notes are one of the places that best exemplifies the common look and feel provided by the Foundation components (Next Slide) The 1-to-1 Fulfillment engine supports both high-volume and one-off document fulfillment in electronic formats like email and fax. For example, the marketing and sales applications use 1-to-1 Fulfillment for email campaigns as well as to fulfill individual collateral requests. Escalation Manager allows you to proactively and reactively respond to potential problem situations. With workflow capabilities that allow you to create business rules, monitor the completion of tasks, and escalate issues automatically when the business rules are violated, you can proactively stay on top of your game. By defining escalation territories, you have predefined resources responsible for handling reactive escalations that may occur.