HP implemented Oracle's CRM solution to gain a 360-degree view of customers, consolidate customer data in one place, and provide consistent forecasts from a global perspective. Oracle CRM allows HP to standardize processes while customizing interfaces. It also integrates with Oracle's other applications. The implementation faced challenges in replacing legacy systems and merging independent business units. HP addressed this through customized training, change managers to guide adoption, and sticking to one CRM system instead of multiple point solutions.

1. HP- ORACLE CRM CASE STUDY
Rashi
Upasana
KaustubhiMBA | TERI University

2. HP-ORACLE CRM OFFERINGS
Brief Overview
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3. Why
Enterprise
CRM?
• To accelerate the growth of
HP’s Top line and Bottom
line
• To provide the company's
global sales force with an
automated—and standard—
way to perform contact
management and account
planning
– Have a totally customer
centric view
– Understand all customer
interaction points
– Have consistent, global
customer information
– Personalize segmentation by
customer typeMBA | TERI University

4. • Integrates customer activity
data in an Oracle "customer
master" database
• Provide remote salespersons
with the ability to track a
customer's activities across
organizations
• Provides dynamic
personalization for Web visitors
and automatic lead routing
• Establishes an ongoing dialog
with customers so that
customers will gain greater
control over their relationships
with HP
Oracle
Enterprise
CRM?
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5. Customer
Demand
Creation
Lead
Generati
on
Lead
Mgmt.
Opportu
nity
Mgmt.
Quoting
Order
Mgmt.
Contracts
Service
Mgmt.
Oracle
HP
CRM
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6. C
O
M
P
E
T
I
T
O
R
S MBA | TERI University

7. CRM
Vendors
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8. Enterprise CRM
Vendors
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9. ORACLE VS. SAP
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10. • Highlights:
– Business intelligence and
analytics; rich interactive reports
and dashboards
– In-built integration to Oracle E-
Business Suite, Peoplesoft and JD
Edwards
– One of the largest application
software companies in the world
– Offering virtually everything
needed to run a business
• Customer Focus:
– Enterprise, Mid-Size, Small
• Business Model:
– Hosted, On-Premise
• Highlights:
– Offers integrated suite of CRM,
ERP, Supply Chain, HR, Financial
and other enterprise applications
– “SAP is CRM Leader” –Forrester
– Leader in CRM Magazine’s 2009
CRM Market awards
– One of the largest software
companies the world
• Customer Focus:
– Enterprise and Mid-Size
• Business Model:
– Hosted and On-Premise
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11. • CRM Products:
– Oracle CRM On Demand
– Siebel CRM
– Oracle E-Business Suite CRM
– PeopleSoft Enterprise CRM
– JD Edwards EnterpriseOne CRM
• Built on Siebel’s award-winning
CRM application with more than
12 years of experience, Oracle
CRM On Demand offers the most
strategic, comprehensive, and
cost-effective hosted CRM
solution on the market
• CRM Products:
– SAP CRM
– SAP Business All-in-One
– SAP Business by Design
– SAP Business One
• SAP CRM was developed to
address the unique, end-to-end
requirements for major
industries including: Auto,
Chemicals, Consumer Products,
Retail, Telecommunications,
Industrial Machinery &
Components, Utilities, Oil &
Gas, Wholesale DistributionMBA | TERI University

12. • HP’s focus on “ Total
Customer Experience”
• Multiple separate CRM
systems
• Obtain global forecast
• 360o customer view
• Leverage the internet: Web
everything, internet
computing
• Comprehensive, fully
integrated suite of solutions
– Oracle Sales Online combines
interactions over Web, phone
and email
Why
Oracle?
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13. Mark Barrenechea, Senior Vice President, Applications Development, Oracle
Oracle Sales Online allows HP to consolidate
all of its data in one place, thus allowing sales
representatives and sales management
access to the most current data and helping
ensure large-scale participation by HP
employees
Mike Overly, Worldwide CRM Project Manager, HP Business Customer Organization
Oracle’s CRM solution has
allowed us to pursue sales
opportunities and view
consistent forecasts from a
global perspective, rather
than a regional one
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14. Challenges
and
Issues
• Phasing out legacy systems
• Merge data, business
processes and technology
with current CRM program
• Independent business units
• Speed and agility
requirements to anticipate
customer needs
• Adaptability to new
business models
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15. • Revenue and profit growth
• Individual ways of working-
salespeople
– Habits and assumptions
entrenched organizationally
and culturally
• As painless as possible-
busy executives
Challenges
and
Issues
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16. Success
• Standardize-and-Customize
– Leverages Oracle’s portal technology
– Customize interfaces for client information, contact activities, etc.
• Web-based CRM training to educate on “how to use-and-
apply”
– Localized web courses in some native languages
• Change Managers
– Measure CRM performance
– Develop and track project communications
– Guide “busy executives” in communicating customer-focused policies
• Vertical silos: Enterprise wide solution, NOT a point product
• The Power of One:
- Sticking to one system rather than adopting 10 diff solutions-
thereby avoiding integration issues.
- Ensures that CRM business processes, technologies, data, and
implementation methods are consistent across the company.
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17. Stakeholder
Approach
Vision:
Today and
Tomorrow
Success
Metrics
Change
Leadership
Success
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18. THANK YOU!
Any Questions?
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