2012 year Siebel CRM Strategy and Roadmap (outdated)

Siebel CRM Strategy and
Roadmap
Uma Welingkar
Siebel Product Management


Safe Harbor Statement

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.


Program Agenda

§  Oracle Strategy: Complete Solutions, Complete Choice
§  Siebel CRM Strategy & Roadmap
§  Customer Experience & CRM


Oracle Strategy:
Complete Solutions,
Complete Choice


Complete Solutions
Continued Innovation | The Applications Unlimited Promise


Complete Solutions
Application Services for Every Area of Business

Human Capital Talent Sales and Customer Service
Management Management Marketing and Support

Financial Procurement, Project Portfolio Governance, Risk,
Management Sourcing, Inventory Management Compliance

Social Services

Platform Services

Common Infrastructure Services


Complete Solutions
Application Services for Every Area of Business

Taleo, Fusion Fusion Sales and RightNow, Endeca
Fusion HCM
Talent Management Marketing ATG, InQuira

Fusion Procurement,
Fusion Financials Fusion PPM Fusion GRC
Sourcing, Inventory

Collective Intellect, Vitrue, Select Minds, Involver

Java, Database

Storage, Compute, Identity


Complete Choice
You Decide When, You Decide What, You Decide How

Upgrade Choose The Select The Deployment
On Your Schedule Solutions You Need That’s Right For You


The Deployment Choice
What Works For You?

Public Cloud Private Cloud

On Premise Hybrid


Siebel Strategy


Siebel CRM 8.1.1.x/8.2.2.x

Release Highlights
•  6 Releases Since Acquisition Spring FP •  Oracle Universal Installer
•  FMW Integration - SAI
•  38 New Products •  Siebel Restful Interfaces
•  Security Enhancements
•  493 New Enhancements •  Certifications – O/S and Database and Middleware
•  Enhanced Bi Publisher Reporting
•  21 Industry-Specific Solutions
Fall IP •  Open UI - Framework
•  Connected Mobile Solution
•  Sales, Service, Consumer Goods, Life Sciences
•  Disconnected Mobile Solution – Framework

•  CRM Desktop for Lotus Notes
•  New Email Marketing Editor enhancing usability
•  High Availability upgrade and Single Step SEA->SIA upgrade
•  Advanced Scheduling and Dispatching
•  Deployment and Diagnostics for Operational Excellence
•  Real-time rewards and recognition with high performance loyalty engine
•  Complex Trials and Trip Reports for Clinical
•  Eligibility and Effective Dating enhancements for Public Sector


Siebel CRM 8.x Momentum

Customers Working With Siebel CRM 8.x

Siebel CRM Investment Strategy
Continued Innovations every year
8.1.1.x FP 8.1.1.x IP 8.1.1.x FP 8.3.0.x FP
8.2.2.x FP 8.2.2.x IP 8.2.2.x FP

Fix Pack delivery -1st Half of each year
Bug Fixes and Certifications

2012 2013 2014 2015

Annual Innovation Pack- 2nd Half of each year
Provide innovations/enhancements frequently
8.1.1.x IP 8.1.1.x IP 8.3.0.0 8.3.0.x IP
8.2.2.x IP 8.2.2.x IP IP-Premier Support Reset


Siebel CRM Investment Strategy
CUSTOMER EXPERIENCE

LOWER TCO INDUSTRY INNOVATIONS


Siebel CRM
Roadmap


User Experience 2012-IP
Open UI
Ability to build Rich Internet Applications
ü  Ease of use
ü  Fully Accessible
ü  UX paradigms followed
Feature Set
ü  Calendar and Calculator controls
ü  Site Map with Search
ü  Redesigned
ü  CTI Tool Bar
ü  Task Based UI
ü  Product Configurator
ü  Smart Script


User Experience Roadmap
Open UI- Solutions
Industry Applications with Rich
Interfaces
ü  Brand effective user interactions for
Retail
ü  Integrated Banker’s Desktop
ü  Cross-Channel Citizen Service
Horizontal
ü  Process Flows for Sales and
Service
ü  Agent Dashboard for Service
ü  Partner Portal Enhancements with
integrated Loyalty


Mobility 8.1.1.9
Connected Mobile Solutions
Features
ü  Leverage existing meta-data
ü  Configurable and extensible
ü  Native Device Integration*
ü  Device independent

Processes
ü  Field Sales and Service
ü  Consumer Goods
ü  Pharma Solutions


Mobility Roadmap
Mobile Solutions
Mobile Framework
ü  ADF Mobile
ü  Hybrid solution to support device
specific integrations
ü  Tablet and Smartphone
ü  Support for iOS, Android, Windows

Industry Specific Disconnected Solutions
ü  Pharma Sales with edetailing
ü  HTIM Field Service Solution
ü  Consumer Goods


Social Roadmap
Service integration with Collaborations
Integrated Call Center and Knowledge Invoking the search automatically
populates the query from the
Mgmt Summary/Title of the case
Click to update and submit
ü  Integrated Knowledge Mgmt with knowledge article within Siebel
with single click
in-context search
ü  Agent-Agent Forums and
Collaboration

Integrated Self-Service and
Knowledge Mgmt
ü  Industry specific answers on the
Web
As The agent can now to resolve
a team collaborate select any
ü  Managed Customer communities thenumber of answers and click
issue.
add them to the case.
ü  Fewer escalations


Social Roadmap
Brand Loyalty through Service and Marketing engagements

Social Intelligence and Service
ü  Social media monitoring
ü  Collect and analyze social streams
ü  Respond and service

Social Marketing and Loyalty
Engagements
ü  Social Relationship Marketing and
Loyalty
ü  Build brands on social
ü  Market, engage, transact socially


Lower TCO 2012-IP
Upgrade, Deploy, Monitor and Diagnose

Upgrade
ü  Single Step SEA->SIA upgrade
ü  HA scripts with Golden Gate

Deployment
ü  Installation, Cloning and Patching
ü  Server Configuration

Monitoring and Diagnostics
ü  Identify slow running SQL
ü  Partial shutdown of components


Lower TCO Roadmap
Upgrade, Deploy, Monitor and Diagnose

Upgrade
ü  Innovation Pack Delivery through
Tools

Monitoring
ü  Aggregated system Dashboard for
monitoring and diagnostics

Diagnostics
ü  Crash data co-relation for self-
diagnosis


Oracle Stack Optimization
Performance metrics with Exadata/Exalogic
Test Metrics:
Siebel CRM Siebel CRM •  10K Call Center users on a single Exalogic node. Linear
2x better Response Time 2x better Response Time scalability to 30k users on 3 nodes
2x better Scalability 2x better Scalability
Siebel Call Center •  11K Order Management users on 3 nodes of Exalogic
Siebel Order Management

Transactions Achieved:
Response Time Scalability
•  0.5 Million Activities created per hour
24% cpu •  24 Million web services transactions per hour on a single
Exalogic node (80% query, 10% insert, and 10% update)
0.06 s 2x
•  2.2 M order items created per hour
12% cpu
2x 0.03 s
Test Results:
•  2x Response time for Call Center and Order Management
•  Exadata CPU usage decreased by half
Standard hardware Exalogic and Exadata


Siebel Industry Highlights
Broadest and Deepest Industry-Specific Solutions

Prof. Logistics
Services Financial Services High Tech, Indust Mfg,
Public Sector
Automotive

Insurance & Travel &
Health Life Sciences Transp. Comm’s, Media and
Retail and CPG Utilities


Communications
Customer Experience Industry Innovation Lower TCO
Improve brand experience and Improve business agility and Improve operational efficiency and
satisfaction process automation cost to serve

•  Cross-Channel Commerce – •  Commerce Automation – •  Web Service for Advanced Offer
Siebel/ATG Integration Response Action Framework Management
•  New CPQ Experience for Employee •  Advanced Promotion Group •  AIA for Communications
and Partner •  Dynamic Bundle Transform and Enhancements*
•  New Guided UI for Port-In Conflict Resolution •  Next-Gen Commerce UI Controls

27 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 27

Public Sector
Citizen Experience Industry Innovation Lower TCO
Improve citizen experience and Improve service delivery and client Improve operational efficiency and
satisfaction outcomes cost to serve

•  End-to-End Enterprise Case •  360°Support for Citizens, Service
•  User Friendly, Cross Channel Citizen Management
Self Service Providers, and Employees
•  Spatial and Relationship Driven •  Prebuilt Integrations Supporting
•  Collaborative Partner Relationship
Visualization Critical Government Processes
Management
•  Mobile Field Enablement and •  Citizen Data Management
•  Citizen Outreach and Social CRM
Incident Management

28 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 28

Financial Services

•  Cross channel customer •  Fins Mobile solution for •  360° view of Customers across all
experience Relationship manager channels
•  Bankers Desktop •  Enhanced Promotion capabilities •  End to end solutions through
•  Brand Engagement through through Fins C/OM business process rules
social channels •  Mobile solutions for retail banking •  Drive efficiency and effectiveness with
standardized sales processes and
activities

Oracle29 Confidential: NotDistribution All rights reserved.
Confidential: Not for for its affiliates.
Oracle Copyright © 2012, Oracle and/orDistribution 29

High Tech and Manufacturing
Improve brand experience and Improve Service Revenue Improve operational efficiency and
satisfaction Generation and Customer Sat cost to serve

•  Omni-Channel Commerce, (Self-) •  Launch profitable new service •  Differentiated Service offerings
Service and Empowered Brand offerings and maximize sales of expand market share and drive
Performance existing offerings through an operational efficiencies
integrated platform
•  Insight-Rich Commerce, Improved •  Increase revenue by offering new
Service Quality and Smart Brand •  Reduce warranty costs, improve subscription, usage-based, and
Loyalty product quality, accelerate complex billing models
resolution using automated rules
•  Holistic Marketing Dialog, •  Reduce costs by event streaming to
Outstanding Customer Care and •  Up-sell parts, accessories, and detect system errors based on
Dynamic Brand Execution extended service contracts business rules

Oracle30 Confidential: NotDistribution All rights reserved.
Confidential: Not for for its affiliates.
Oracle Copyright © 2012, Oracle and/orDistribution 30

Consumer Goods
Engage with evolving consumers Enable demand driven planning Improve operational efficiency and
and customers and market execution cost of ownership

•  Cross Channel Commerce •  Demand Driven Customer & •  360°Support for Consumers,
Category Planning Customers, and Employees
•  Cross Channel Service
•  Market Execution & Mobility •  Brand Execution
•  Brand Engagement
•  Retailer & Consumer Insights •  Consumer Data Management


Utilities
Customer Experience Utilities Innovation Lower TCO
Improve brand experience and Improve business agility and Improve operational efficiency and
satisfaction process automation cost to serve

•  Cross-Channel Commerce (Siebel/ •  Advanced Ordering and Contract •  Web Services for integrated Order-to-
ATG Integration) Mgmt. for Multi-Site Customers Bill and Billing Management
•  New employee and partner •  Enhanced Billing Management processes
experience on any device, channel (Multiple Bill Recipients, Seasonal •  Manual input error reduction with
and browser (Open UI) Billing Addresses) central repository of bank information
•  Mobile tablet apps for field sales •  Enhanced Product Description for •  Efficient answers to customer
and field service Order Capture inquiries


Siebel Roadmap
2012 Innovations 2013 Innovations 8.3

•  Customer Experience •  Customer Experience •  Customer Experience
•  New employee and partner experience on any •  Cross-channel commerce, loyalty and marketing •  Cross-channel sales and service experience with
device, channel and browser (Open UI) experience with Siebel –ATG, WC Sites and Social Siebel- ATG, Retail and Endeca integration
•  iPad and Android tablet apps for field sales and field integration •  Extended 360 view of the customer with social
service •  Improved service experience with integrated Oracle insights and integrated analytics
•  Real-time rewards and recognition with high Knowledge and social interactions •  Integrated portal experience for employee and
performance loyalty engine •  Intelligent offer presentment and execution with Next customer collaboration with integrated Oracle Social
Best Action (Siebel-RTD integration) Network (OSN)
•  Industry Innovation
•  Connected mobile for Consumer Goods (CG) and •  Industry Innovation •  Industry Innovation
Life Sciences (LS) •  Banker’s desktop for Financial Services, Retail apps •  New mobile app for Retail Banking
•  Advanced process enforcement using hierarchical for Communications (Siebel integrated PoS, •  Enhanced integration between Trade Promotion
state model for Public Sector Clienteling), Disconnected mobile for CG & LS Management and Customer Order Management
•  Utilities Order-to-Bill customer and product •  Advanced bundling, mobile commerce and multi-site •  Appeals Management, Case State and Temporal
integration with CC&B (Customer Care and Billing) ordering for Communications and Utilities Event Management for Public Sector
•  Improved citizen experience and case processing •  Remote monitoring and telematics integration for
•  Lower TCO for Public Sector Manufacturing and Service industries
•  Standardization on Oracle technology for Web •  Function space diary and Loyalty for Hospitality
Services deployment, Reports (BI Publisher) and •  Lower TCO
Secure Enterprise Search •  Lower TCO •  Performance improvements using in memory
•  EDQ integration for improved data quality •  Application life cycle management – development database for caching
•  Optimized marketing campaign performance (IRM), deployment, monitoring and diagnostics •  Integration with BPEL for business process
•  OPA integration for privacy and survivorship innovation
•  Concept-to-Cash integration for industries •  Enterprise Management user console for monitoring


Customer Experience
& CRM


Oracle’s Customer Experience (CX) Strategy
cus·tom·er ex·pe·ri·ence

“Customer Experience is the sum of all interactions a
customer has with a supplier of goods or services, over
the duration of their relationship with that supplier.”


The Oracle Customer Experience Portfolio

In Store Contact Center Field Service
Social

Mobile Direct Sales

Channel Sales
Web
CX for CX for CX for CX for
Cloud Marketing Commerce Sales Service Social
Platform Platform
Services Services
CX Foundation

Common Infrastructure Services

Siebel is Central to CX Strategy
Oracle Knowledge
Oracle Social
Applications
Complete Solution for Customer Lifecycle
ü  Customer Hub for B2B and B2C
ü  Cross-Channel, Cross Device
Webcenter
Sites
ü  Social Engagements and Collaboration
ü  Service Contract Management
ü  Dispatch & Scheduling
ü  Asset Lifecycle Management
ü  Inventory and Logistics

Oracle Point of Sale- Rich and Extensible
ATG Commerce Counter Sales
ü  Data Model
ü  Policy and Workflow Framework
ü  New Modern User Interface

Best of Breed Capabilities
ü  Native Support for Best of Breed Functionality
ü  Integration to Leading Oracle and Industry
Fusion DOO
Self-Service Solutions
Oracle Policy Administration &
Scheduling


Graphic Section Divider


Maximize Your OpenWorld Experience
Key Upcoming CRM Sessions

ID Session Title Date/Time Location
Best Practices for Upgrading Your Monday, Oct 1 3:15 PM Moscone West Room
Siebel CRM Implementations: 2009
Customer Successes

Driving Great Customer Experiences Monday Oct 1 4:45 PM Moscone West Room
with Siebel Service Applications 2014
User Interface Innovations with the Tuesday, Oct 2 10:15 AM Moscone West Room
New Siebel “Open UI” 2009
Mobile Solutions for Siebel CRM Tuesday, Oct 2 5:00 PM Moscone West Rooms
2002/2004
Unleash the Power of “Open UI” Wednesday, Oct 3 11:45 AM Moscone West Room
2010


Maximize Your OpenWorld Experience
Key Oracle CRM Activities

•  25+ LIVE Demos: DEMOgrounds, Moscone West, Aisle 3800
Oracle Red Lounge, Moscone North upper lobby
•  CRM Pavilion: Moscone West, Booth #3837
•  Meet the Experts: Applications Lounge, Moscone West - 2001A
–  Oracle Fusion CRM: Tuesday, 5:00 – 6:00 pm

•  CRM Social Reception: Howard Street Tent
–  Tuesday, 6:00 – 8:00 pm
–  Tickets at CRM Pavilion, Booth #3837

40 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13

Stay Connected

Read
blogs.oracle.com/CRM

Watch
youtube.com/OracleCRM

Follow
twitter.com/OracleCRM

Join
facebook.com/OracleCRM

Learn
oracle.com/CRM

Use and Follow #OOW12CRM for LIVE UPDATES during the conference

41 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. Insert Information Protection Policy Classification from Slide 13

Safe Harbor Statement

The preceding 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.


2012 year Siebel CRM Strategy and Roadmap (outdated)

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