CRM at Oracle – Do Not Call & Do Not Email<br />Deepak Gupta		       Melanie Mann			Richard Lau<br />Vice President		     ...
The following is intended to outline our general product direction. It is intended for information purposes only, and may ...
Oracle Corporation<br />Solutions Offerings<br /><ul><li>Oracle Database
Oracle Fusion Middleware
Oracle Applications
Oracle Services
Oracle Servers
Oracle Storage
Oracle Operating System
Oracle Virtual Machine</li></ul>Information Technology<br /><ul><li>Four major IT Functions </li></ul>Applications<br />De...
More than 370,000 customers worldwide
More than 20,000 partners
105,000 employees, including:
35,000 sales & marketing
16,000 support</li></li></ul><li>Global CRM (GCM) Single Instance<br /><ul><li>1.8M Accounts
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CRM at Oracle Series: Do Not Call & Do Not Email

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The CRM at Oracle series highlights Oracle's internal implementation of Oracle CRM products such as Siebel CRM and Oracle CRM On Demand.

Oracle leverages Siebel CRM to develop an effective solution to address the Do Not Call and Email Permissible Use requirements.

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CRM at Oracle Series: Do Not Call & Do Not Email

  1. 1. CRM at Oracle – Do Not Call & Do Not Email<br />Deepak Gupta Melanie Mann Richard Lau<br />Vice President Principal Consultant Director<br />CRM Systems Sales Systems CRM Architecture <br />
  2. 2. 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.<br />
  3. 3. Oracle Corporation<br />Solutions Offerings<br /><ul><li>Oracle Database
  4. 4. Oracle Fusion Middleware
  5. 5. Oracle Applications
  6. 6. Oracle Services
  7. 7. Oracle Servers
  8. 8. Oracle Storage
  9. 9. Oracle Operating System
  10. 10. Oracle Virtual Machine</li></ul>Information Technology<br /><ul><li>Four major IT Functions </li></ul>Applications<br />Development <br />Traditional <br />On Demand<br />About Oracle<br /><ul><li>US$26.8 billion in revenue for fiscal year 2010
  11. 11. More than 370,000 customers worldwide
  12. 12. More than 20,000 partners
  13. 13. 105,000 employees, including:
  14. 14. 35,000 sales & marketing
  15. 15. 16,000 support</li></li></ul><li>Global CRM (GCM) Single Instance<br /><ul><li>1.8M Accounts
  16. 16. 20M Contacts
  17. 17. 20M Prospects
  18. 18. 72MMarketing Responses
  19. 19. 24MSales Activities
  20. 20. 18M Marketplace Accounts</li></ul>Partner Portal145 Countries<br />10 Languages<br />35,000 Internal users<br />105,000Territory Lookup users<br />300,000Partner users<br />
  21. 21. Oracle’s Global CRM Implementation<br />Optimizing Our Go-To-Market<br />Objective<br /><ul><li>Global, consistent, streamlined, and scalable campaign to opportunity to quote processes</li></ul>Approach<br /><ul><li>Go Native – 90% Native
  22. 22. Go Fast – 1 Year to Rollout
  23. 23. Consolidation/Centralization
  24. 24. Start Clean, Stay Clean
  25. 25. Standards based Integration
  26. 26. Drive value with BI</li></ul>Engagement<br />Integration<br />Analytics<br />
  27. 27. Global CRM Single Instance Ecosystem<br />Implementation planned<br />
  28. 28. CRM at Oracle – Do Not Call & Do Not Email<br />Deepak Gupta Melanie Mann Richard Lau<br />Vice President Principal Consultant Director<br />CRM Systems Sales Systems CRM Architecture <br />
  29. 29. Do Not Contact (DNC) <br />Ensure full compliance with all government laws by having a Oracle specific DNC flag<br />Ability to track why the DNC flag was updated, who updated the flag, etc.<br />Systematic method to update the government DNC flag to ensure compliance with regulations<br />“Single source of truth” for sales & marketing for contacts and their communication preferences<br />
  30. 30. DNC<br />Communication Preferences<br /><ul><li>Individual’s preference regarding telemarketing contacts from Oracle
  31. 31. List received from government with telephone numbers NOT to call</li></ul>Government (Federal) DNC<br />Oracle DNC<br /><ul><li>Individual’s preference for marketing activities
  32. 32. Oracle rep requests that an individual is not to be contacted for 90 days</li></ul>Email & Postal Mail<br />Sales<br /> DNC<br />
  33. 33. Benefits of Functionality<br />Compliance with global legal requirements by adding Oracle specific DNC flag<br />Audit tracks when the Oracle DNC flag was updated and by whom<br />Regular processing of the Government DNC flag information<br />DNC functionality available in all Sales and Marketing systems<br />
  34. 34. Sales and Marketing Business Process<br />Reps ensure that contacts are not on the DNC list before reaching out to them by phone or email<br />Emails sent to multiple contacts are created as email marketing campaigns<br />Customer communication preferences are updated in the system <br />Activities are created to update the customer preferences flag, which syncs with all contacts with the identical phone and email<br />Allowable lead follow up if not actively being worked will be automatically closed to ensure compliance<br />
  35. 35. CRM at Oracle – Do Not Call & Do Not Email<br />Deepak Gupta Melanie Mann Richard Lau<br />Vice President Principal Consultant Director<br />CRM Systems Sales Systems CRM Architecture <br />
  36. 36. Communication Preferences<br />
  37. 37. Do Not Contact Visibility<br />

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