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July 7 Demo Deck


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July 7 Demo Deck

  1. 1. Industry specific cover image Siebel CRM OnDemand demo July 7th
  2. 2. Agenda • Intro’s • Short PPT Introduction: Positioning • Flythrough: 10 Minute Demo Run-through • Detailed Demo: Flow, Demo, Q&A A. Support workflow i. Advocate ii. Tier 1 / Tier 2 iii. Deeper Dive B. Knowledge Mgmt C. Reporting/ Analytics D. CTI integration 5. Question & Answer Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 2
  3. 3. Siebel CRM OnDemand… …the next generation of CRM productivity tools • Ease of Use – Integrated CTI for automatic task creation & tracking – Streamlined task management and “push” based workflow design – Integration to back end systems gives immediate access to data • ENTERPRISE Analytics – Other products will still leave your CRM data on an island – Beyond departmental reports, delivering critical data from the enterprise • OM, Fulfillment, other ERP/ non ERP data sources • Collaboration – Cobalt evolving in all areas, CRMOD delivers unparalleled integration • Service w/ increased focus on revenue • Account Management changes • Stronger advocate tracking made easier w/ insight across accounts Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 3
  4. 4. Industry specific cover image Demo Fly Through
  5. 5. Industry specific cover image Live Demo
  6. 6. Customer Support Agent Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 6
  7. 7. Tier 1 and 2: TSR 12.0 Customer 7.0 Sat Check/Search Survey: eMail Knowledge HelpStream Portal Mgt (HelpStream) Web Service 6.0 8.0 2.0 Create/ 10.0 11.0 1.0 4.0 Create/ Agent Tasks Manage Debrief Inbound Call Validate Manage Assignment Tasks Close SR Customer Info SR Workflow 3.0 5.0 In Bound 360 Degree View Email Account/ Contact 9.0 Management Escalate T2 (Task Workflow Templates) Outlook Integration Business Intelligence Workflow Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 7
  8. 8. Customer Advocate Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 8
  9. 9. Customer Advocate Oracle EBS Order Mgt Web Service 3.0 4.0 2.0 New SR Workflow Tasks 5.0 On boarding Created/ Created/ Complete 6.0 of New Assigned Assigned Tasks Close SR Customer (List) (List/Report) 1.0 Account Management 7.0 9.0 10.0 8.0 Workflow Tasks Work/ Monthly Web Service New SR Created/ Complete Maintenance Created/ Assigned Tasks (Non- Assigned Sequential) Time Based Web Service Outlook Integration Business Intelligence Workflow Note: Focus for demo on Blue Boxes Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 9
  10. 10. Knowledge Management Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 10
  11. 11. Helpstream Knowledge Repository Helpstream is the knowledge management complement to Oracle CRM On Demand, enabling a highly effective collaboration capabilities for a company’s employees! • Newest addition to the CRM On Demand Inner Circle • Investors include Foundation Capital (Onyx, Documentum), Mohr Davidow Ventures (Vantive), and founders of both Vantive and Remedy • Service launched in January 2008; • 150+ customers, 450,000+ active registered users Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential
  12. 12. Competitive Comparison of Oracle Analytics, Deep Dive into Functionality Jeff Hunt, Intelenex Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 12
  13. 13. Dynamic Dashboard Filtering A single dashboard can Administrators cannot easily be built that displays create a single dashboard data specific to the user that will show data specific who is currently viewing it. to the user viewing it. Commentary Many reports, such as performance against goals or territory analysis, require that data be filtered based on the user who is viewing the report. With salesforce’s reports, administrators must create a report and clone it for each user. This makes making changes to these reports extremely labor intensive. In addition, SFDC administrators may not make changes to a user’s account without logging in with their credentials, further belaboring the process. *Quote from Customer “we have now literally hundreds of reports and about 50 dashboards due to this lack of functionality for a user to see in the common dashboard only his information. this of course means tons of administrative work with reports.” *All quotes from customers taken from the “idea exchange”
  14. 14. “I want to see MY performance against quota”
  15. 15. Joining Multiple Tables Oracle’s reporting allows Reports can only join 3 for easy combination of tables; a “parent” and 2 multiple tables. “children”. Commentary For example, a report that shows Account, Contact, Open Opportunities, and Tasks would not be possible without joining multiple tables. Creating a 360 degree view of the customer will be very difficult without the ability to combine data from various tables within the application. This would require export of data with salesforce. *Quote from Customer “…we have been told that we should purchase some other expensive reporting package, that links with salesforce, in order to run this and other reports. I just don't see this as an answer either. Why should I have to purchase another package for something Salesforce should be able to accomplish[?]” *All quotes from customers taken from the “idea exchange”
  16. 16. “Give me a 360 degree view of my business”
  17. 17. Pivot Table Reports Oracle offers Pivot Tables There is no Pivot Table which let you view data in functionality in the optimal presentation. Commentary Pivot Tables have are a widely used and understood mechanism for simplifying complex data sets, and presenting. Pivot Tables are used in reports such as “waterfall” reports, forecast vs. actual, and territory analysis; and are typically the most widely used report type for Oracle users. Pivot tables are also helpful in report administration, allowing the creation of a single report that presents data many ways. Without Pivot Tables, most report producers export data from the system and use a separate tool for reporting. *Quote from Customer “I personally spend a lot of time taking data out of salesforce only to create a pivot table with the data due to the limited reporting functionality on the existing dashboards.” *All quotes from customers taken from the “idea exchange”
  18. 18. “Segment and organize my data without exporting and using another tool”
  19. 19. Report Drillability Any report value may be a hyperlink to Reports are static, and do not anywhere, including other reports, records in the CRM system, or external include the ability to drill deeper and URLs; to any number of levels. Can also easily access deeper data. Cannot drill into multiple locations from a link. link to the record in the report. Commentary A key to user adoption in any application is ease of use an navigation. When viewing a report, users often need more information and want to go deeper to the source of the data, which allows them to gain better insight into their business. Without drillability, reporting will be cumbersome, and user adoption will be significantly diminished. *Quote from Customer “[I would like to be able to] Click on a dashboard chart element to drill to report detail. This will save time and enhance user experience by drilling down directly to the detail instead of having to click on the dashboard component and then filtering on the specific grouping.” *All quotes from customers taken from the “idea exchange”
  20. 20. “Give me real insight without a lot of clicks”
  21. 21. Exception Reporting Oracle includes exception Salesforce does not allow reporting. exception reporting. Commentary Exception reporting allows one to identify reported results that deviate from expected results. It allows one to find performance metrics that fall outside of acceptable metrics, or find sets of data that do not contain a data type. Without exception reporting, your administrator will have to export data to third party reporting tools. Example: Red flag when a rep is taking 15 days average to close their service requests, when the SLA is 12 days. *Quote from Customer “The Holy Grail of Salesforce! If this came about I could *almost* kiss your developers. I spend roughly 40 hours a month exporting data into Excel files so that I perform joins for major reports (e.g., follow-up on cases using "Log A Call" and "Emails", and what the frequency of those responses are).“ *All quotes from customers taken from the “idea exchange”
  22. 22. Help me understand when something’s going wrong
  23. 23. Negative Reporting Oracle offers negative Salesforce does not allow reporting. negative reporting. Commentary Negative reporting is a type of exception reporting. A typical scenario involves running a report on “contacts with no activities scheduled”, “accounts with no opportunities”, or “opportunities without products”. *Quote from Customer “[I Tried] to see if I could formulate a report to view open opportunities without open activities. I could not; it pulled up opportunities that did not have any activity history. However, any new opportunities that had a pending activity but no history yet, were included in the report. There have been several ideas on this in the past and I am surprised that Salesforce has not found a way to implement exception reporting such as this. I am still having to export to separate reports and run scripts in FileMaker Pro in order to run the report I need.” *All quotes from customers taken from the “idea exchange”
  24. 24. I want to see Accounts and Opportunity data – even if there are no Opportunities for an Ac Without “negative” reporting. With “negative” reporting, data is exposed.
  25. 25. Data Warehouse Oracle stores data in a traditional stores data in a data warehouse, where it is transactional reporting system. The only optimized for reporting and way to trend is to create multiple reports analytics. and “snapshot” them. Commentary Oracle offers a traditional OLAP data warehouse, aggregating data it into a multidimensional warehouse. SFDC can take a snapshot of a report, which means you must predict accurately your reporting needs, and update reports when you add new fields or objects. Oracle holds your data at the ready for historical analysis wihtout any intervention. Finally, performance and storage will be an issue for SFDC, as they are purposing a transactional database as a data warehouse. Quote from Customer “Hear, hear! It's a nonsense that I can't deliver change-over-time reports on the opportunity pipeline. “ *All quotes from customers taken from the “idea exchange”
  26. 26. Historic trending available on demand
  27. 27. Enterprise Grade Dashboards • Tabbed Dashboarding • No Tabbed Browsing • Dynamic Guided Navigation • No guided navigation • Color Control of chart elements • No color control of elements • Drag & Drop • Clunky arrow based report creation/administration admin • Unlimited Components • 20 components only • Dashboards easily Sum • Dashboards don’t natively Sum Commentary A simple user interface for both users and administrators is critical to the adoption of both reporting and analytics. Oracle allows for tabbing and nesting of dashboards, more varied chart types and colors, unlimited reports within dashboards, easy summation, and many other little features that add up to a big difference in actual report utilization.
  28. 28. “Make it easy for me to find what I’m looking for” •Tabbed dashboard •Custom Chart Colors •Drag and Drop Designer
  29. 29. Oracle Customer Testimonials The analytics functionality has dramatically helped our organization. We have millions of records loaded in the tool, and when [we were previously] using "real- time" reports, it delayed the sales rep from getting their information at the click of a button. Since we have built most of our reports in the analytics tables, this provides the sales force with immediate information to make impactful decisions on key accounts to close the sale. –VP Sales Operations, $500mm Software Company The reporting functionality has helped drive sales productivity because we are now able to identify areas where we are gaining or churning revenue. Our adoption rate is 100%, and audit reports we have built ensure that sales reps are utilizing key reports. We have also built the tool to be "user friendly" so the sales force understands the value, and how it assists in driving in results. We have pushed the envelop with Oracle's IT department to create the ultimate CRM tool. I believe we have accomplished that and our results speak for themselves. -VP Sales, $2bn Medical Supply Company
  30. 30. CTI Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 30
  31. 31. CTI Light • Leverages the Cisco Call Manager • All the usability of CCOD • Product used within large multinational call centers • Able to customize the application • Agent can record notes while on the call Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 31
  32. 32. Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 32
  33. 33. Question and Answer Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential