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

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. ...

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

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