Oracle Siebel CRM Desktop

CRM Innovations for Sales Productivity: Oracle Siebel CRM Desktop Brian Kelly, Senior Principal Product Manager

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.

Agenda
The Business Problem
Overview of Siebel CRM Desktop
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<Insert Picture Here> The Business Problem

Need for Desktop Integration CRM data and process in Outlook / Notes
Corporations want 360° view of customers
Requires that users update and maintain CRM data in the corporate application
Requires that customer meetings be tracked in the central CRM database
All activities associated with end customers maintained centrally

Need for Desktop Integration CRM data and process in Outlook / Notes
Many users prefer to manage customer interactions and data in Microsoft Outlook or Lotus Notes
Require ability to manage subset of CRM data to support day-to-day tasks
Require ability to manage calendar, contacts, and email communication and relate it back to CRM data
Require ability to keep shared calendar and contact data in sync between Microsoft Outlook & Lotus Notes and the CRM system
Require ability to navigate to CRM system to do periodic advanced tasks

Need for Desktop Integration CRM data and process in Outlook / Notes CRM Desktop bridges the gap between how users work and how enterprise applications work

<Insert Picture Here> Overview of Siebel CRM Desktop

Basic Functionality
Shares native data between the mail application and the CRM application
No duplicate entry of calendar, task, contact data
Link native data to CRM data
Link a contact to an account
Attach an email to an opportunity
Enforce Siebel validation rules at time of data entry
Reduces sync-time errors
Handles complex recurrence issues

Basic Functionality
Exposes non-native, CRM data (e.g., Accounts, Opportunities) within the desktop
Allow user to do basic tasks, including data maintenance, within the mail application
CRM validation rules are applied at time of data entry, minimizing synchronization issues
Subset of visible data is maintained locally

Basic Functionality
Complete customization
Required field validation
Context-sensitive fields
Read-only fields
Calculated fields
Linked fields
Multi value fields
Hierarchical pick lists
Custom controls
Metadata Sync
Offline capability
All features available when in offline mode
Sync automatically when network available
Conflict detection

Benefits
Low user training requirement
User can focus on learning about CRM entities, not a new user interface
Increased user adoption of CRM
User has access to their basic business data in one application
No need to jump from application to application for basic tasks
More likely to keep data current
Better data provided to management
Realize CRM goals

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Oracle Siebel CRM Desktop

by divyamalik on Dec 29, 2009

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Oracle Siebel CRM Desktop — Webinar Transcript