Extending The Value Of Oracle Crm On Demand Through Cloud Based Extensibility

Extending the Value of Oracle CRM On Demand
Through Cloud-Based Extensibility
Presenting with
Jeff Lumsden
2
Manager, CRM On Demand Product Management
Copyright © 2011, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 8

Safe Harbor Statement

The following is intended to outline our general product direction. It is intended
for information purposes only, and may not be incorporated into any contract. It
is not a commitment to deliver any material, code, or functionality, and should
not be relied upon in making purchasing decisions. The development, release,
and timing of any features or functionality described for Oracle s products
remains at the sole discretion of Oracle.

3 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

Program Agenda

•  Introductions
•  What is Cloud Computing
•  Why it Matters
•  Oracle Cloud Computing Options
–  CRM On Demand Client Side Extensions
–  Oracle Public Cloud
•  Insperity
•  Siemens

Introductions

•  Sam Sanderson, Insperity
–  Manager, Sales Technology
•  Nishant Dange, Siemens
–  Global CRM Program Manager
•  Jeff Lumsden, Oracle
–  Manager, CRM On Demand Product Management


What is Cloud Computing?


National Institute of Standards

•  Cloud computing is a model for enabling
ubiquitous, convenient, on-demand
network access to a shared pool of
configurable computing resources (e.g.,
networks, servers, storage, applications,
and services) that can be rapidly
provisioned and released with minimal
management effort or service provider
interaction.

Source: NIST Definition of Cloud Computing (SP-800-145 Draft)


As A Service Software – The Cloud
Delivery Categories

IaaS PaaS SaaS
•  Virtual hardware and •  Application container •  Business applications
infrastructure software and resource service
•  CRM, HCM, PRM,
•  O/S, file system, •  App servers, DB Service, Industries
networking resources, instances, (Financial Service,
… messaging, … Life Sciences, etc.)
…

•  Amazon EC2, S3 •  Oracle Public Cloud •  Oracle CRM On
Demand


Why does Cloud Computing Matter?


Costs

•  Initial Infrastructure
•  Ongoing maintenance
•  Software, Services & Support
•  Resourcing


The 5 S’s

•  Speed
•  Scalability
•  Stability
•  Security
•  Service Quality


Process
Identify Change
•  Don’t deal with IT
•  Manage project yourself Make Change

•  Easier maintenance
Login
•  Team efficiency
•  Faster delivery Upload File

Send Notification
Email


Oracle Cloud Computing Options


Options from Yesterday

•  3rd Party
–  New bid process
–  Time
•  System Integrator
–  Not core competency
–  No economies of scale
•  Internal
–  Procedural overhead
–  Cost


More Options for Today

•  Client Side Extensions
–  Upload extension to CRM On Demand
–  Private applications
–  Browser based execution
•  Oracle Public Cloud
–  Host JAVA applications
–  Public/Private facing
–  Server side processing and DB


Client Side Extensions

•  Upload custom content to CRM On
Demand servers
– JS, SWF, HTML, JPG, GIF, CSS, etc.
•  Configure extensions as web applet Client Side Extension
or web tab
– No special steps needed
•  Better performance, inherited
security, leverage Oracle
infrastructure
•  Maintain extensions without needing
to redeploy


Oracle Public Cloud
Broad, Enterprise, Flexible
CRM Fusion HCM Fusion Talent

Database Java Cloud Social Network
Cloud Service Service

Security & Integration
Identity Service Service


Oracle’s Public PaaS Benefits
Open, Portable, Enterprise
•  Open
–  No proprietary cloud APIs
–  Just the building blocks you are used to:
Java EE, EclipseLink, Spring…
•  Portable
–  Move from on-premise to the public cloud
and back
–  Flexibility to mix-and-match environments
•  Enterprise
–  Reap the benefits of existing middleware
technology


Oracle Public Cloud Choices
+Throughput +Capacity +App Availability

Java Cloud Service Java Cloud Service Java Cloud Service
Basic Standard Enterprise

•  1 Managed Server •  2 Managed Server •  4 Managed Server
•  1.5GB Heap •  3GB Heap •  6GB Heap
•  50GB Data Transfer •  250GB Data Transfer •  500GB Data Transfer
•  5 GB File Storage •  10 GB File Storage •  25 GB File Storage
• Clustered •  Clustered
•  Environment Types: •  Environment Types: •  Environment Types:
•  Dev for all apps •  Test-to-prod QA envs •  Test-to-prod QA envs
•  QA or Prod for non- •  Prod for departmental •  Prod for for departmental
critical, tactical apps apps apps
•  User Base: Small •  User Base: Small-Medium • User Base: Small-Large


Oracle Public Cloud
Self-service Provisioning in Minutes @cloud.oracle.com

1.  Choose service type
2.  Provide service URL
3.  Optionally associate
with other service
instances
4.  Receive e-mail with
service details


Demonstrations


Client Side Extension – Account Hierarchy

•  Flash file stored in CRM
On Demand
•  JS in custom web applet
•  Web Services to build
hierarchy


Lead Generation Microsite

•  JAVA application
•  Calls CRM On Demand
Web Services to create
lead
–  Auto-create follow-up activities
–  Query other systems
•  Plug into any public facing
website


Oracle Social Network
A secure collaboration tool for everyone you work with

Engage Inform Drive Extend
Enterprise collaboration Updates streamed from Purposeful social networking Integrates into your business
through real-time Conversations across your business without the noise applications


Oracle Social Network with CRM
Easy, Effective and Efficient to use across Virtual Teams

•  Drives sales force
collaboration
•  Promotes sales team
productivity
•  Builds cross-team
knowledge


Universal Document Library
hosted on
PaaS!

Fusion CRM

Siebel
EBS
CRM On Demand

Sam Sanderson


COMPANY OVERVIEW
Insperity, a trusted advisor to America’s best businesses for more than
25 years, provides an array of human resource and business solutions
designed to help improve business performance. Insperity Business
Performance Advisors offer the most comprehensive Workforce
Optimization solution in the marketplace that delivers administrative
relief, big company benefits, reduced liabilities and a systematic way to
improve productivity.
Industry: Service
Employees: 2000 corporate, 100,000+ clients, 2,000,000+ employees
2010 Revenue: US $1.7 billion

Oracle CRM Ondemand client for 7+ years
Supporting 500+ users


Sales Technology at Insperity

Established in 1997 to directly support the Sales field
•  first laptops in the hands of sales reps
•  Goldmine installed on individual PCs
•  avoid direct connect between sales field and in house IT

Search for a better solution in the cloud (2004)
•  Easy to use solution that would benefit sales and sales
management.
•  Ability to provide a real time look into activities and pipeline.
•  Needed to have a system that mirrored our sales process.
•  Loosen ties to IT required support


Not Quite!


Special requirements leads to the need for Web Applications.

•  2 Virtual Servers @ $5K ea
•  2 OS’s @ $800 ea
•  6 to 8 IT hours to setup
•  Ongoing maintenance and support


Solution for 2012

•  Client side extensions
•  Oracle Public Cloud


Nishant Dange


Siemens
Global presence – basis for competitiveness

Potential: Germany
> 40,000 CRM users
128,000 92 Industry Energy Healthcare
34.9“ € 25.5“ € 12.4“ €
11.4
32% 15%
Americas ” €  Asia, Australia
89
91,000 20.6 Europe, CIS, Africa, Middle 83
East (excl. Germany) 74,000 13.9
22% 27%
30.0 18% 18%
” €  112,000 78
” € 
28% 40% ” Employees: 405,000
” €  € Revenue: 75.9 billions €
As of September 30, 2010  Major facilities: 342
IT creates business value For internal use only / © Siemens AG 2011. All rights reserved.
Page 35 Siemens Corporate Information Technology, Nishant Dange

CRM On Demand at Siemens

Siemens CRM On Demand:
Standard for Customer Relationship Management
Company Overview*
§  Global powerhouse in electronics and electrical Former Next Steps &
Goals
engineering with businesses in Industry, Energy, Approach Challenges
Healthcare, Financial Services §  Replace existing
§  Highly §  Use market
§  Presence in some 190 countries with 1,640 locations customized standard based integrated CRM
§  Revenue 75.9 billions € CRM on on a global solutions and
*(as of Sept 2010) reduce costs with
CRM Challenges premise CRM on Demand
minimal
solutions based solution. Use customizations at
§  Market transparency and global reporting of sales funnel on individual “Out-of-the-box”
§  Enable and facilitate collaboration across regions the same time
requirements functionality and §  stay close to the
§  Ensure that the right people in the right organizations resulting in a enhance by only standard and
have visibility to the right data low user count “must have” harmonize sales
and high costs functionalities processes
CRM Solution
§  CRM On Demand based solution with some Siemens
specific customizations
§  So far rolled out in 50 countries for over 10,000 users

Siemens CRM On Demand
CRMOD Code Extensions - Overview
CRM Solution Landscape Code Extensions

BI
Analytical Reporting (with data from multiple sources)
8
10
Data
Exchange
Tools

Middleware Func6onal
Enhancements

CRM Data Hub & Local Interfaces 14

Integra6ons

Extensions •  Functional
• 32 Code Extensions enhancements
Code
extension
examples:

•  Standard Interfaces
§ 
Account,
Opportunity
and
IBase
Hierarchy
view

•  Integrations with
§ 
Project
Opportunity
Management

Oracle external applications
•  Utilities § 
System
A3ributes

CRM On § 
Account
Management
func6onality

§ 
csv
Import
Tools

Demand •  Hardware for Extensions, MW, etc. § 
Sharepoint
Integra6on

•  WAN / LAN infrastructure
§ 
Interfaces
to
external
applica6ons
and
BI
Tool


CRMOD Code Extensions - Attributes
Requirements Functionality Technical Features
§  Add vertical/horizontal information in §  Attributes to be used for the different §  Usage of two separate objects -
a structured way to Contacts, objects in CRM On Demand to System Attributes (Catalog of
Company and Opportunity categorize relevant data. Attributes) and User Attributes
§  Whereas “normal” pick lists within §  Creation of System Attributes of (assignment of attribute value to
the header data are the same for different types (Date, Pick list and object). The super user can create
everybody using the same CRMOD single selection) and maintain system attributes,
instance, need to segment objects §  System Attributes can be authorized based on user access profile.
due to regional or business-oriented based on object type and territory §  To improve the performance and
differences. structure (relevant region, country usability of the Code Extension, XML
§  Usage dependent on user group. and/or division). User will only get to file is used (updated after the creation
Creation and maintenance should be choose the attributes that are of the System Attributes).
done locally by the super-user relevant for him / her §  Custom Object 2 is used for
§  Limit visibility for better usability §  Access Code extension via “New” Attributes so that it is available for
§  Reportable Button within the related object analytics reporting.
Attributes


CRMOD Code Extension - Attributes
Details/Screenshots
1.  Create System Attributes
2 2.  Add new attribute to the
1
object
3.  Create new Attribute for
value entry
5
4.  Select Attribute (3 level
selection)
5.  Display all maintained
attribute with selected
values

4

3


CRMOD Code Extension - Attributes
Solution Architecture
• Query user privileges and visibility.
• Update changes to attributes

CRM on Demand
Opportunity Data Model
Company Systemattribute
CO21
Attribute
Java on XML Contact
Tomcat 6
1:n
Attribute Code Extension Attributes created from
Philos Systemattributes
Server in Extranet Attribute
CO2


For More Information

•  Oracle Cloud Computing White Papers
–  www.oracle.com/cloud

•  Attend “Cloud Day” in Moscone North
–  Oracle Public Cloud
–  Mobility


Q&A


Extending The Value Of Oracle Crm On Demand Through Cloud Based Extensibility

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