Oracle CRM on Demand


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Event: Oracle Day Estonia 2012
Date: 8.03.2012
Country: ESTONIA
Speaker: Koit Puusaag (Oracle)

Published in: Technology, Business
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Oracle CRM on Demand

  1. 1. <Insert Picture Here>CRM On Demand OverviewKoit PuusaagMaster Principal Consultant, ECEMEA
  2. 2. Oracle CRM Product Initiatives Industry Applications CRM 2.0 Applications (Fusion-Based) Siebel CRM EBS PSFT JDE Other CRM OD CRM CRM CRM CRM.. Application Integration Architecture Fusion Middleware
  3. 3. What is Software-as-a-Service?• Software deployment model where applications that are delivered via web browser access over the internet.• No requirements for hardware, software installation, upgrades. All infrastructure is hosted in Oracle’s data center.• Web-native: designed and optimized for a browser and internet technology.• Also referred to as “Multi-Tenant”. Multiple customer’s data stored in a single database
  4. 4. Increased Reach. More Data CentersComing Scotland India Austin China Singapore Sydney Production Planned
  5. 5. Release 20 CRM On Demand Roadmap Release 19 • CRM Desktop • • Usability Analytics • iPad • Mobility Release 18 • Analytics • Life Sciences • Usability • Database Vault • Hosted Code • Analytics • Insurance • PRM • Life Sciences • Life SciencesRelease 16 R16 Innovation Pack 2 • CRMOD to Siebel CRM PIP• More Custom Objects • Sales Campaigns • Advanced Security (VPN,• Better forecasting • Analytics Data Visibility Dedicated Circuits, HIPAA)• Related Items layout / inline edit • EBS PIP, Phase II• Web Svcs for attachments • JDE World PIP• Search enhancements• Analytics for User Quotas FY12• Dutch, Thai, Traditional Chinese• Sales Library Q1 FY12• PRM Q3 FY11 Aug 2010 Feb 2010 Nov 2009 R19 Innovation Pack Aug 2009 • Configurable Mobile • Disconnected Mobile Mar 2009 R18 Innovation Pack • Chat (COD) • CRM On Demand Marketing • OPA Integration • Insurance Release 17 • Life Sciences R16 Innovation Pack 1 • PRM • Named queues • More web 2.0 / Social CRM • Small Enhancements • More integration • Swedish, Russian, Danish, • More enterprise SaaS Polish, Finnish • More languages • Advanced workflow • Related Items Visibility
  6. 6. What Is Oracle CRM On Demand?
  7. 7. Broad Applicability Across Industries Insurance Telecommunications •Self-service quoting for customers and •Self-service quoting and bundling brokers • Includes compatibility and constraints •Guided sales agent quoting for •Wholesale pricing insurance policies •Contract termination / separation •Risk classification and premium •Technical service charging calculations •Claims adjudication and payment calculations High Technology and Financial Services Manufacturing •Self-service loan origination – needs analysis, eligibility and quotes •Service billing •Business policy adherence for rates, •Warranty processing eligibility, exception management •Manufacturing process automation •Regulatory compliance for marketing and consistency / escalation rules offers and transactional flags •Tailored to region- and corporate- specific needs Other •Complex territory assignments •Healthcare provider assessments •Hosted field service management •Multi-level marketing – sales and campaign mgmt
  8. 8. Mobile CRM2.4 Average days Field Sales Reps spends on the road per week 400M # of Outlook users in the world2012 Smartphones may eclipse PC market #3 Apple’s rank in global portable computing market in Q2/2010
  9. 9. Next Generation Mobile CRM CRM On Demand Anywhere, Anytime• CRM Desktop for Outlook • Safari browser on iPad • Native Connected & – Manage CRM On Demand – CRM On Demand native UI Disconnected Mobile Sales information directly from certification Applications Outlook interface – Manage CRM On Demand from – Connected and disconnected iPad, iPhone, RIM, (future modes Android) – Extensible – Extensible
  10. 10. Two Disconnected Pipelines• Marketing generates most of the • Marketing doesn’t deliver enough leads qualified leads• Sales doesn’t contact them quickly • Sales generates 90% of our own enough leads SUSPECTS PROSPECTS Lead Lead Lead Lead Deal Closed Generation Nurturing Acceptance Support Business Qualification MARKETING FUNNEL SALES FUNNEL
  11. 11. Oracle Provides Complete Sales &Marketing SALES MARKETING Contact Management Analytics Lead Nurturing Lead Management Lead Scoring Opportunity Unified Management Funnel Response Management Forecasting & Enterprise Website Monitoring PRM Visibility Web Marketing Mobile Campaign Automation Sales Reporting Email Campaigns
  12. 12. High Level Capabilities and Resources - Service• Capabilities • Service Request Management • Solution Management • Asset Management • Call Center on Demand Integration• Resource Links • Service Data Sheet • Service Feature Sheet • Service Flash Demo • Service Home Page ( • Call Center on Demand (
  13. 13. High Level Capabilities and Resources - Marketing• Capabilities • Lead Assignment • Lead Management • Campaign Management • Integrated Email Marketing• Resource Links • Marketing Data Sheet • Email Marketing Data Sheet • Marketing Feature Sheet • Marketing Home Page ( • Email Marketing Flash Demo
  14. 14. High Level Capabilities and Resources - Sales• Capabilities • Account & Contact Management • Calendar &Task Management • Opportunity Management • Forecast Management• Resource Links •Sales Brochure •Sales Feature Sheet •Sales Flash Demo •Sales Home Page (
  15. 15. High Level Capabilities - Analytics• Capabilities • Historical and Real-Time reporting • Pre-Built, Interactive Dashboards & Reports • Easily Create Custom Reports/Dashboards• Resource Links • Analytics Data Sheet • Analytics Feature Sheet • Analytics Flash Demo • Analytics Home Page (
  16. 16. Integrated CRM (AIA) Pre-built Integration To The Back Office Oracle• Capabilities CRM OnDemand • Consolidate your customer, contact and product data • Synchronize customer, contact and product data in real-time • Gain a true 360 degree view of your customers • Enable a complete Lead-to-Cash and Opportunity-to- Quote business flow Oracle Application Integration • Resource Links Architecture (AIA) • EBS Integration Pack Data Sheet • EBS Integration Pack Flash Demo • CRM On Demand Integration Web Page • Customer Story:Rackable Systems Video (under High Tech) Oracle E-Business Suite
  17. 17. Oracle CRM On DemandThe Smart Choice for Cloud CRM Oracle Others Sales Force Automation Service Integrated Marketing Tailored Industry Support Comprehensive Analytics Enterprise-Grade Cloud Security Multiple Cloud Deployment Options Single Provider Solution Lowest Total Cost of Ownership
  18. 18. The World’s Most DemandingOrganizations Run on Oracle CRM OnDemand