Uploaded byMichel Van Woudenberg
Oracle SaaS Applications Overview
The document discusses Oracle's cloud-based customer relationship management (CRM) software, CRM On Demand. It outlines Oracle's commitment to CRM On Demand, including flexible deployment options. It describes key features of CRM On Demand such as continuous innovation, industry solutions, strategic partnerships, and enterprise-grade disaster recovery. The document also summarizes new capabilities for life sciences CRM and mobile sales assistance applications.
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Oracle SaaS Applications Overview
- 1. Oracle SaaS ApplicationsMichel van Woudenberg General Manager CRM On Demand Oracle Asia Pacific
- 2. Safe Harbor StatementThe 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 decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
- 3. Oracle Complete CRMOn Demand (SaaS) On Premise Both (AIA)
- 4. Oracle’s Commitment toCRM On Demand “ When we compete head-to-head with Salesforce.com we win more deals than we lose.” Larry Ellison, Chief Executive Officer “ We’re doing very well in CRM On Demand…The market is becoming more sophisticated as enterprises start to deploy and scale and they’re demanding enterprise integration, scalability, and security.” Charles Phillips, President Source: Oracle Earnings Conference Call – Fiscal Q2 ‘09, Dec. 18, 2008
- 5. Oracle’s Commitment toCRM On Demand Enterprise Grade CRM On Demand
- 6. Continuous CRM InnovationLast 18 Months of SaaS CRM Innovation
- 7. Oracle On DemandFlexible Deployment Options Remote Management Hosted & Managed Multi-Tenant SaaS Single-Tenant SaaS On-Premise Pay-per-use Licensed OpEx CapEx & OpEx Off-premise On-premise Managed by vendor Managed by Customer Vendor scheduled maintenance Customer scheduled maintenance Public Private
- 8. Completeness with CRMOn Demand CRM On Demand Salesforce.com MS CRM Industry Solutions Yes 3 rd Party Via partner Business Intelligence Yes 3 rd Party Additional product Contact Center Yes 3 rd Party No Social CRM Yes No No Enterprise Grade DR Yes No Via partner Enterprise Grade SaaS Yes No Via partner
- 9. CRM On DemandStrategic Partnerships Deepest Integrations
- 10. CRM On DemandCustomer Breadth
- 11. Only Oracle DeliversSingle Vendor Point of Control
- 12. Only Oracle DeliversIndustry Solutions Insurance High Tech Life Sciences Automotive FSI/ Wealth Management
- 13. CRM On DemandR17 for Life Sciences Continued Innovation For Pharma Field Sales © 2009 Oracle Corporation – Proprietary and Confidential
- 14. Enhanced Samples ManagementEasily Increase Product Control Enables Ensure compliance Enable sampling controls Increase controls and oversight Capabilities Inventory Tracking Providing allocations from samples administrator Track personal inventory Samples Management and Promotions Creation of disbursement transactions Ability to track returns, losses, thefts Reconciliation with Interim Audit and Compliance Reporting Ability to follow running count Determining inventory period status Inventory Period closeouts © 2009 Oracle Corporation – Proprietary and Confidential
- 15. Capabilities Account PlanningDefining Business Plans Setting Objectives Relating Accounts, Contacts, Activities Extended Customer Profiles Call Reporting Enables Increase time for selling Reduce time on data entry Improve personalization and visualization for effective sales interactions © 2009 Oracle Corporation – Proprietary and Confidential Enhanced Sales Planning And Execution Increases The Quality Of Customer Interactions
- 16. Historical and Real-Timereporting Based on Hosted Data Warehouse Enables time series analysis Eliminates costly BI infrastructure Pre-Built, Interactive Dashboards & Reports Enables Insight-to-Action – via Intelligent Drill Down Identify key business trends/anomalies Easily spot trends Easily Create Custom Reports/Dashboards Intuitive Report Creation Wizard Point-and-Click Interface Save in either Public or Private folders Oracle Enterprise Grade SaaS Real-time AND Historical Analytics
- 17. Oracle PRM OnDemand Manage Partners Channel Go-To- Market Channel Sales Execution Inventory & Sell-Thru Tracking Channel Accounting & Reconciliation Channel Service Recruit Partners Partner Registration Partner Profiling Partner Training and Certification Partner Performance Tracking Channel Strategy Partner Program Planning Campaigns and Event Management Partner Promotion Planning MDF / Co-Op Management Partner Content Management Lead Distribution Registration Management Joint Opportunity Management Forecasting Quoting and Special Pricing Authorization Channel Order Management Channel Sales Data (POS) Management Channel Inventory Reconciliation Channel Data Quality Management Price Protection Rebate Processing Ship & Debit Claims Promotion Tracking MDF / Co-Op claims Deductions & Settlement Partner Compensation Self Service Knowledge Management Problem / Issue Tracking Warranty Management Returns
- 18. Oracle Deal ManagementOn Demand Features Deal scoring & price recommendation support Market information and customer purchase history Highly intuitive & interactive UI Fully integrated with Oracle CRM On Demand Enables Maximize revenue & margins Negotiate prices more effectively Accelerate deal closure
- 19. CRMOD Enterprise DisasterRecovery Features Annual disaster simulation Guaranteed recovery time objective Real-time database synchronization Enables Business continuity Risk mitigation Compliance/regulatory Sarbanes Oxley Hurricane Katrina London Terrorist Attack
- 20. Oracle –Mobile Sales Assistant Search Lookup Call Find an Address Share leads Contacts Check Schedule Create Appointments Update Leads Approvals Check To Dos Jot Notes Connect with Teams Follow-up Business Intelligence Alerts HR On the way to meeting After the meeting Throughout the day
- 21. Oracle –Mobile Sales Assistant Search Lookup Call Find an Address Share leads Contacts Check Schedule Create Appointments Update Leads Approvals Check To Dos Jot Notes Connect with Teams Follow-up Business Intelligence Alerts HR Command Center Mobile Sales Eight Ball 8 Oracle Library Oracle Oracle Forecast Oracle Opportunity Oracle On the way to meeting After the meeting Throughout the day
- 22. Oracle Social CRMShared library to facilitate finding and sharing of sales content ; PowerPoint, Word, Excel, PDF etc Create sophisticated html campaigns in email, share and track the results of their campaigns Insight on what to sell next based on analysis of buying patterns of customers with similar attributes Sales Library Sales Campaigns Sales Prospector Social Sales Applications
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Editor's Notes
- #2 Thank you for meeting with me today. My name is [name] and I’d like to spend the next XX minutes giving you an overview of Oracle’s highly comprehensive on demand CRM solution.
- #3 First, I’d like to read you this safe harbor statement.
- #4 But although I’m here today to speak with you about on demand CRM, the sun does not rise and set with on demand CRM. For many organizations with intensive transaction processing requirements, massive call center operations, or rigorous industry-specific processes, on premise CRM may still make the most sense. That said, there is no question that a rapidly growing number of companies are benefiting from the fast deployment times, rapid ROI, high levels of user adoption, and as mentioned, immediate sales effectiveness gains that on demand CRM delivers. Increasingly, though, and particularly for larger organizations, the conversation is not about “either-or” but about “and,” where companies deploy products like Oracle CRM On Demand for certain products and sales teams, AND Siebel CRM to fuel global marketing campaigns or call center operations. We seamlessly integrate on demand and on premise CRM with our standards-based Application Integration Architecture capabilities. Other CRM vendors don’t talk about this because they can’t deliver on it. Only Oracle can. And the value proposition is clear: providing a holistic CRM solution optimized for all customer touchpoints, and one that provides a holistic customer view to help you more effectively steer and drive your business.
- #5 That said, I’m here today to learn more about your on demand CRM requirements and help you learn more about Oracle’s leading position in this market. I’d like to underscore with you our senior executive commitment to on demand CRM from Larry Ellison, Charles Phillips and the rest of our senior leadership team.
- #6 This commitment to on demand CRM has translated to a large and highly capable portfolio of software applications. We take our applications to market through industry based versions, and we enable sales users, marketing users, service users, partners and customers to easily interact with the application. Oracle is the only vendor today that pre-builds and pre-installs both real-time and historic business intelligence into on demand CRM, providing companies with actionable information they can use to improve their sales, marketing and service operations. We are pioneering the category of Social CRM, which enables sales people to collaborate and work more productively and effectively at the edges of your organization. And our prepackaged integrations enable increased sales productivity through combining business processes within Oracle CRM On Demand and your other enterprise applications. I’ll touch on many of these areas during the rest of today’s presentation.
- #7 Let’s talk about innovation in an industry context. Salesforce.com has brought to market several interesting concepts in the last 12 months. Yet in comparison, we’ve provided more than twice as much in terms of new product offerings..all of them directly related to CRM and increasing sales, marketing and service effectiveness. We’ve introduced two new versions of Oracle CRM on Demand, Oracle Social CRM applications including Oracle Sales Prospector and now Oracle Sales Library, several innovations for mobile users including Oracle Mobile Sales Assistant for seamlessly integrating with CRM On Demand and easily conducting critical tasks on the go – and Oracle Mobile Sales Forecast for quickly and easily accessing a rep’s individual pipeline, Oracle CRM Gadgets for easily and securely accessing critical CRM information on one’s desktop without having to open up CRM On Demand itself, and the many other new products I shared with you a few slides ago. In closing on this slide let me state a critical point: Oracle is not interested in CRM innovation for the sake of innovation. We’re only interested in providing innovation in direct proportion to the value it provides you in achieving measurable business gains through CRM.
- #8 Oracle On Demand is the name of a wide spectrum of service offerings from Oracle that give customers the choice of deploying on-premise in the own data centers or in Oracle’s data centers, managed by Oracle or by the customer, and how maintenance and optimization get done. At the far right is the traditional software license and on-site deployment model where the customer licenses the software and deploys and manages it themselves in their own data centers. Moving over towards the left, Oracle On Demand offers a remote management service where we can manage the software for you – the software is still deployed in your own data centers. Oracle will also do hosting and management at Oracle’s data centers – in this model, the customer buys a perpetual license and annual maintenance, and pays Oracle a fee to provide hosting/management services. The two models at the far left of this are both considered SaaS, meaning the customer is paying-per-use of the software. A rental. Or a longer-term lease. One is a single-tenant model where the customer gets a dedicated system, which can be optimized for the customer and for which the customer has a degree of control, such as specifying when maintenance gets done for example. In a multi-tenant model, the customer shares resources with other customers, so the cost is lower, but the vendor must treat the group of customers exactly the same in order to get the cost efficiencies out of this model. Oracle On Demand offers the 4 deployment options towards the left side of this picture.
- #9 Let me be more specific about the concept of “single sourcing functionality from one vendor.” You could also call it “completeness.” In short, when you look at the dimensions of what organizations need from an on demand CRM solution, we offer unprecedented value. We are NOT about providing core CRM competencies through third party solutions.
- #10 That said, we don’t claim to have every single piece of required functionality for a solution. Therefore we’ve worked very hard with some strategic partners to build out deep levels of integration. In short, we take a very strategic view on our integrations, be it in working with Active Prime for data quality, or xactly for sales compensation [replace and provide your own examples from the list of CRM On Demand Inner Circle Partners based on your requirements].
- #11 As a business we’re focused on meeting the requirements of all types and sizes of organizations and are increasingly winning business from the largest companies in the world. We deploy applications that our customers view as strategic. We’re thankful and pleased that customers like these have given us their business. Let me quickly drill down and quickly share with you two anecdotes of customers benefitting from Oracle CRM On Demand.
- #12 Our proposition at Oracle is that organizations like yours deserve more from on demand CRM. That said, if you’re strictly looking for what I’ve referred to as Conventional On Demand CRM, our competitors can provide an offering….and Oracle can provide an offering, that can get your organization up and running on CRM in weeks instead of months, that business users can customize, that is easy to use to help ensure widespread user adoption, and that comes in the form of a subscription service with a predictable cost stream. However, in order to address the types of business questions we’ve just discussed, you’re going to need a more complete on demand CRM solution. Answering these types of questions requires integration at the data, the business process, and the user interface level, with your other enterprise applications, to gain a 360 degree customer view. In other words, you need the full spectrum of customer information based on the data your front and back-office systems capture, in order for your reps to be most effective. And your CRM system requires powerful analytics driven by a hosted data warehouse. I’ll also submit that it requires a single vendor solution based on a platform built with standards-based technologies to provide your organization with the most flexibility at a low cost as your business needs evolve.
- #13 We were the first to offer a Wealth Management solution with Oracle CRM On Demand. And now our competition provides a wealth management solution as well. But we go much further, and offer single vendor solutions for the Automotive, High Tech, Insurance and Life Sciences industries as well. Our solutions provide capabilities at the business process level, the data level, and the user interface level. And for these industries the benefits of Oracle CRM On Demand include faster time to value and less customization, translating to a lower total cost of ownership.
- #14 Extend solutions by blending existing Oracle capabilities Universal Content Management – Web Content Management Web Center - Collaboration and communities Develop next generation applications using Fusion technology Predictive Trade Planning Generate a baseline forecast based on historical sales data (syndicated consumption, shipment, retailer POS, or mix) Predict lift and incremental volume for planned promotions based on historical promotional activity Calculate Manufacturer and Retailer Profitability as well as Key Performance Indicators (ROI, Cost Per Incremental Unit, % Spend, etc.) Perform “What If” simulations to identify the volume and profitability impact of various promotional tactics and price points Scenario Planning to compare various versions of an individual promotion or an entire promotion plan Track volume and trade budgets and have immediate visibility to how planned promotions impact them Decompose incremental volume to identify cannibalization, pantry loading (pre/post effect), competitive brand switching, halo effect, and brand growth What - if scenario planning Sandbox to test different events Unlimited promotion vehicle types Base & incremental lift projections Optional optimization to automate event selection Visibility to approved and past promotions Work flow driven approvals
- #15 With Oracle Sales Library, sales representatives can take advantage of their organization’s social network via ratings, reviews, and tags to quickly and easily find the most relevant and effective slides and presentations. Why is this important? Simply because sales representatives spend too much time searching for the right content to present to a customer, yet it is something that is done repeatedly by every sales rep in an organization. Inefficient activities such as digging through old email archives, waiting for a response to an urgent email request for help, or clicking through countless presentations can waste precious time. Oracle Sales Library, an Oracle Social CRM Application, streamlines this process by breaking down such barriers to tap into the collective experience of your organization. Now, when one sales rep creates a winning presentation, that success can be shared, replicated, and enhanced by everyone in the social network. This translates into increased sales efficiency and effectiveness for the individual rep and for your entire sales organization.
- #16 With Oracle Sales Library, sales representatives can take advantage of their organization’s social network via ratings, reviews, and tags to quickly and easily find the most relevant and effective slides and presentations. Why is this important? Simply because sales representatives spend too much time searching for the right content to present to a customer, yet it is something that is done repeatedly by every sales rep in an organization. Inefficient activities such as digging through old email archives, waiting for a response to an urgent email request for help, or clicking through countless presentations can waste precious time. Oracle Sales Library, an Oracle Social CRM Application, streamlines this process by breaking down such barriers to tap into the collective experience of your organization. Now, when one sales rep creates a winning presentation, that success can be shared, replicated, and enhanced by everyone in the social network. This translates into increased sales efficiency and effectiveness for the individual rep and for your entire sales organization.
- #19 Like our PRM On Demand product, Oracle CRM On Demand for Deal Management can be deployed with CRM On Demand or with Siebel CRM On Premise. This offering puts a highly intuitive and easy to use decision support tool into the hands of sales reps. By providing readily available information about the customer’s market AND the particular customer’s buying history, as well as deal scoring and price recommendations, reps are better informed to offer appropriate pricing out of the gate. Does the opportunity provide “good business?” What’s the price at which the product will sell but also provide maximum margins. These are the issues Deal Management On Demand solves for.
- #20 The Oracle CRM On Demand Enterprise Disaster Recovery offering sets a new bar for disaster recovery around SaaS. As on demand CRM progresses into the largest enterprisea we’ve seen more exacting requirements as these companies deploy SaaS. Oracle CRM On Demand Enterprise Disaster Recovery allows companies to mitigate risk while satisfying regulatory compliance standards. Oracle Enterprise Disaster Recovery offers robust infrastructure, real-time data synch, and disaster simulations that ensure business continuity and prevent data loss in the event of a disaster. In particular, with this offering we are the only provider to offer both a guaranteed recovery point and a guaranteed recovery time objective.
- #21 CRM functions Real-time OTA access to key CRM data Contact and account management Opportunity and lead management Calendar and task integration Mashups Location Services Blackberry Maps PIM Data (Contacts, Tasks, Calendar) Phone Services (After-call reminders etc) SMS, vCard etc Sales Productivity Tools Social networking; shared users, contacts, leads, accounts Ability to jot down notes and associate with CRM Smart access to recent and frequently viewed items ‘ Today’s List’ provides at-a-glance view of today’s appointments, contacts, and tasks
- #22 CRM functions Real-time OTA access to key CRM data Contact and account management Opportunity and lead management Calendar and task integration Mashups Location Services Blackberry Maps PIM Data (Contacts, Tasks, Calendar) Phone Services (After-call reminders etc) SMS, vCard etc Sales Productivity Tools Social networking; shared users, contacts, leads, accounts Ability to jot down notes and associate with CRM Smart access to recent and frequently viewed items ‘ Today’s List’ provides at-a-glance view of today’s appointments, contacts, and tasks
- #23 Discuss: The difference between data mining applications (prospector, deal management) and collaborative applications (campaigns, libraries) How people may react differently to the two categories Data mining may appeal more to quantitative companies who have more faith in technology than people Collaborative applications appeal to companies who want to be leading edge or are more social