CON1531 - Rodwick-CON1531 - Boost Your Sales and Service Productivity With Oracle CRM Analytics - Rodwick - Final

1
Copyright 2013, Oracle and/or its affiliates. All rights reserved.
Safe Harbor Statements

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 Oracles products remains at the
sole discretion of Oracle.
2
Boost your sales and service

productivity with Oracle CRM
Analytics
Paul Rodwick VP, BI Product Management
July 2013
Agenda
Introduction to Oracle BI Applications

What are BI Applications?
Recent Releases
BI Applications as a Stepping Stone to Fusion Applications
Customer Success
Roadmap and Future Investments
Q&A
Key Corporate Objective

Maximizing Customer Value & Operational Efficiency
Customers
Front
Office / CRM
Primary Role: Identify, acquire & support

customers
Key Objective: Grow revenues and profit by
maximizing customer value
Primary Functions: Sales, Marketing,
Service, Contact Center
Back
Office / ERP
Suppliers
Primary Role: Buy, make, and deliver

products, support the workforce, and manage
finances
Key Objectives: Maximize operational
efficiency, quality & accuracy while controlling
costs
Primary Functions: Finance, HR, Supply
Chain Operations, Procurement, Order
Management
Critical CRM Front Office Interactions

online interactions
Sales & Partner
Contact Center
Customer
social
Marketing & Loyalty

6
Service
Business Requirement:
Answers to Rapidly Emerging Questions
How
How are
are actual
actual sales
sales tracking
tracking
Sales & Partner
against
against forecast
forecast and
and plan
plan by
by
region?
region?
Contact Center
What
What are
are the
the best
best products
products to
to
cross
cross and
and up-sell?
up-sell?
Why
Why are
are sales
sales opportunities
opportunities
being
los
t?
being lost?
Marketing & Loyalty
7
Service
Which
Which campaign
campaign tactics
tactics are
are
most
most effective?
effective?
Sales & Partner
Which
Which offers
offers are
are succeeding
succeeding
Contact Center
with
with different
different customer
customer
segments?
segments?
What
What is
is the
the product
product mix
mix
compared
compared to
to plan?
plan?
Marketing & Loyalty

8
Service
What are average handle times
and abandonment rates?
Sales & Partner
Which are the most productive
Contact Center
and efficient CSRs and why?
What are the best cross-sell and

up-sell offers for each segment?
Marketing & Loyalty

9
Service
How
How do
do II reduce
reduce costs
costs while
while
Sales & Partner
maintaining
maintaining high
high customer
customer
satisfaction?
satisfaction?
What
What are
are quality
quality levels
levels and
and
Contact Center
component
component failure
failure rates
rates by
by
product?
product?
How
How long
long is
is it
it taking
taking to
to resolve
resolve
new
new service
service requests?
requests?
Marketing & Loyalty

10
Service
Visibility Across Functional Areas
Best align switch workflows to
increase customer sat
Sales & Partner
Contact Center
Convert inbound service calls
to sales
Improve lead follow-up and

conversion
Understand campaign impact
on revenue
Improve customer product
and service offerings
Customer
Marketing &
Loyalty
11
Devise marketing programs

to deflect product availability
or quality issues
Understand how marketing
promotions impact service
centers
Monitor and manage service

channel usage / mix
Understand compliance of call
handling to SLAs
Monitor customer satisfaction vs.
service cost
Service
Introducing: Oracle BI Applications

Prebuilt Solutions for EBS, PeopleSoft, Siebel, JD Edwards, Fusion & more
Benefits
Add insight to CRM and ERP
applications
Easy to adapt and extend
Unique features
Tight integration with OLTP systems
Works with existing IT environment
Fast time to value; Low TCO
Over 4,000 customers
12
Oracle BI Applications
Delivering CRM Business Insights
Sales Analytics
Improve pipeline visibility

Quickly spot opportunities /
threats
Reduce revenue leakage from

Opportunity to Quote to Order
Discover high potential segments

Maximize return on spend
Identify customer data gaps

Optimize customer reach
Marketing Analytics
Alignment Across Functions
Price Analytics
*Customer DM
Analytics
Optimize customer relationships across all

business processes
Service Analytics
Contact Center Analytics
13
Improve customer service

Drive efficiency, lower costs
Increase customer retention

and promotion effectiveness.
Optimize staffing for call volumes

Monitor CSR performance &
drivers
Enhance partner channel

visibility and coordination
Loyalty Analytics
Partner Analytics
Example of CRM Related Business Questions

Sales Analytics
How does the
sales pipeline
health look like?
Do we see significant
incompatibilities in
forecast and pipeline
figures across quarters ?
Are we bringing in orders fast

enough ? How does it
compare with the last qtr ?
What are the top

opportunities this quarter
that need my attention?
How do the members of

my sales team compare
on sufficiency/quality of
pipeline ?
14
How well is my sales team

closing orders and
meeting their quota?
Is the weekly pipeline

buildup fast enough? How
do we compare with the
last quarter ?
Oracle BI Applications Product Family

Rapid Performance Insight
CRM ANALYTICS
SALES
SERVICE &
CONTACT CENTER
MARKETING
Pipeline Analysis
Forecast Accuracy
Up-sell/Cross-sell
Cycle Times
Lead Conversion
Sales Team
Effectiveness
Campaign
Effectiveness
Customer Insight
Product Propensity
Market Basket
Analysis
Campaign ROI
PRICE
Price Segments
Price Waterfall
Analysis
Deal Life Cycle
Deal Desk Analysis
Product Pricing
Performance
ERP ANALYTICS
Service Effectiveness
Customer Satisfaction
Resolution Rates
Service Rep
Efficiency
Service Cost
Service Trends
General Ledger
Accounts Receivable
Accounts Payable
Cash Flow
Profitability
Expense
Management
Employee Productivity
Compensation
Talent Management
Recruiting Analysis
Learning Analysis
Workforce Profile
MANUFACTURING
LOYALTY
Member
Demographics
Membership Trends
Promotion Cost
Promotion
Effectiveness
Points Analysis
HUMAN
RESOURCES
FINANCIALS
Plan to Produce
Work Orders
Inventory and WIP
Quality
Resource Usage
Bill of Material
Costing
Kanban
STUDENT
INFORMATION
ANALYTICS
PROJECTS
Project Funding and
Budget
Product Cost
Project Revenue
Project Billing
Project Profitability
SUPPLY CHAIN &

ORDER MGMT
PROCUREMENT &
SPEND
Revenue & Backlog

Inventory Analysis
Fulfillment Status
Customer Status
Order Cycle Time
BOM Analysis
Direct & Indirect

Spend
Buyer Productivity
Contract Compliance
Supplier Perf.
Purch. Cycle Time
Employee Expense
Admissions and
Recruiting
Student Records
Student Financials
ENTERPRISE
ASSET
MANAGEMENT
Maintenance History
Maintenance Costing
Asset Genealogy
Breakdown &
Preventive
Quality
Inventory
ORACLE BUSINESS INTELLIGENCE FOUNDATION

SOURCE ADAPTERS:
15
AND OTHER OPERATIONAL

AND ANALYTIC SOURCES
Deeper than Dashboards

Pre-Built Analytic Warehouse
Business Analytics Warehouse

Over 100 star schemas
Designed for analysis and reporting
Best Practice Metrics

Over 9,000 metrics
Additional pre-defined calculations
Based on best practices
16
Certified Application Integration

Pre-mapped integration
Fusion, EBS, PSFT, SEBL , JDE, SAP, IBM
Role-based Security
Role-Based Dashboards
Over 500 Dashboards and Pages
Over 3,000 reports
Across Lines of Business
Oracle Embedded Business Analytics

Intelligence Embedded In Business Processes
17
Take Action
Optimize
ORACLE
APPLICATIONS
BUSINESS
PROCESSES
What Happened
Why Did It Happen?
Oracle Embedded Business Analytics

Insight to Action With Contextual Integration
INSIGHT
Late
Payment
Trend
Headcount
Budget
Analysis
Forecast
Update
Product
Safety
Finance
HR
Sales
Service
Supply
Chain
Marketing
Approve
Discount
Escalate
Issue
Change
Request
Redirect
Funds
Hold
Credit
Approve
Hire
ACTION
18
Supply
Shortfall
Poor
Campaign
Results
Speeds Time To Value and Lowers TCO

Build from Scratch
with Traditional BI Tools
Oracle BI
Applications
Training / Roll-out
Define Metrics
& Dashboards
Faster deployment
Lower TCO
Assured business value
DW Design
Back-end
ETL and
Mapping
Quarters or Years
Source: Patricia Seybold Research, Merrill Lynch, Oracle Analysis
19
Training / Rollout
Define Metrics
& Dashboards
Easy to use, easy to adapt

Role-based dashboards and thousands of predefined metrics
DW Design
Back-end
ETL and
Mapping
Weeks or Months
Prebuilt Business Adapters for Oracle EBS,

PeopleSoft, JD Edwards. Siebel, SAP, others
Total Economic Impact of Oracle BI Apps

Based on commissioned study conducted by Forrester Consulting
Validated Benefits
Lower Procurement Spend - 5% lower procurement costs
in Year 1 of the study and increased to 7% in Year 2.

Accounts Payable Savings - Savings of more than $1
million per year by the third year of the study

IT and business labor savings - Apps created efficiencies
in both the IT and business sides of the organization.

Lower Inventory Working Capital 15% reduction in
inventory for the affected product categories
97%
ROI with a 20
Months Payback
Period*
Increased gross sales and prices- 0.3% increase in
average sales price and 0.4% lift in sales at affected parts of

the organization
*Composite Organization Three-Year Risk-Adjusted ROI
Source: The Total Economic Impact of Oracle BI Applications," commissioned study conducted by Forrester Consulting on behalf of Oracle, October 2012 .
20
All BI Applications are BI Mobile Certified
21
What Does Exalytics Mean for BI Applications?

Speed of Thought Analysis
1.
Make Existing Deployments Blazing Fast

Orders of magnitude faster end user response times
Exalytics up and running in days
2.
Reduce Development Time on BI Applications Extensions

New dashboard development cost reduced (less dashboards, less tuning)
Practically eliminate need for custom aggregate tables
3.
Get Ready for Enterprise Adoption!

Up to 50,000 users on a single Exalytics machine (but can start small)
More end user interactivity and instant responsiveness means higher user adoption
Enables immersive mobile experience
4.
Supports a New Class of BI Applications

Real-time forecasting, optimization and scenario modeling on large data sets
22
Agenda

Recent Releases
23
Customer Success
Q&A
Whats New in BI Applications 11.1.1.7.1

Indirect Spend Planning
Student Information Analytics
New Content Enhancements
New Applications
Oracle
GoldenGate
New OBIEE 11.1.1.7
24
Financials
HR
Projects
CRM
Procurement & Spend
Supply Chain & Order
Management
Oracle Data
Integrator
New Data Integration
Data Lineage
ETL Validation
GUI Based Configuration
Functional Setup Tool
New TCO Tools
BI Applications 11.1.1.7.1
Summary of Features
Most significant BI Applications release in three
years.
Significant expansion of content and new products
Completely re-architected solution leveraging the
power of ODI
Released on the latest version of OBIEE 11.1.1.7
Number of new out-of-the-box tools to increase
productivity and drive down TCO

Golden Gate option available for customers that
have significant ETL time pressures
25
Oracle BI Applications PS1 (11.1.1.7.1)
Additional Content for Applications Unlimited Customers
FINANCIALS
Commitment Control & Public Sector Financial/Budget
Analysis (EBS & PSFT)
Fixed Assets (EBS)
HR
Time & Labor (EBS & PSFT)
Global Payroll (PSFT)
Enhancements to Change Orders and

Agreements
PROJECTS
Resource Management (EBS & PSFT)
Cross Charge (EBS & PSFT)
Forecasting Enhancements & Commitments (PSFT)
GL Reconciliation (EBS & PSFT)
26
CRM
Service Analytics Enhancements (EBS)
Price Analytics (EBS)
SUPPLYCHAIN AND ORDER MANAGEMENT

Costing
Inventory Cycle Count
Other Enhancements
Transfers (EBS & PSFT)
PROCUREMENT & SPEND

Sourcing Analytics
STUDENT INFORMATION ANALYTICS

Admissions, Recruiting, Records, partial
Financials (PSFT)
OPERATIONAL PLANNING
Indirect Spend Planning
Visualizations & Interactions
Enabled by OBIEE 11.1.1.7 in BI Applications PS1

Performance Tiles
Waterfall & Stacked Bar
Freeze-Header Tables
Updated Styles
Precision Layouts
Improved Printing
Full Featured Excel Interaction
27
Next Generation Data Integration
BI Applications 11.1.1.7.1 with Oracle Data Integrator and Golden Gate

Oracle Data Integrator provides
In-database E-LT Transformation vs. E-T-L
Best in class performance, scalability, availability
Lightweight deployment for lower TCO
Faster time-to-value through declarative design
Oracle Golden Gate option for BI Apps

Reduce load on source system by streaming data
continuously into persistent store in the DW

More reliable change data capture and delete
support
Enables near real time DW refresh
28
Agenda

Recent Releases
29
Customer Success
Q&A
Embedded, Actionable BI
Surmounts the Challenges of Traditional BI

THE OLD WAY
THE
THE NEW
NEW WAY
WAY
Search
Transactions
Tools
Reports
Navigation
Disconnected. Open Ended

30
Analytics
Integrated.
Integrated. Closed
Closed Loop.
Loop.
Better Analytics in Fusion Applications

Better Decisions
31
Engineered as a Single System

BI Embedded Throughout
Oracle Fusion
Oracle
Fusion
Financial
Management
Financial Management
Oracle Fusion
Oracle Management
Fusion
Human Capital
Human Capital Management
General Ledger
Accounts
Payable
Asset
Management
Global Human
Resources
Workforce
Lifecycle Manager
Benefits
Management
Payments &
Collections
Accounts
Receivable
Cash & Expense

Management
Compensation
Management
Talent Review
Performance
& Goal Mgmt
Global
Payroll
Network @ Work
Business
Intelligence
Common Modules
Business Intelligence
Oracle Fusion
Oracle Management
Fusion
Project Portfolio
Project Portfolio Management
Project
Project Costing
Project
Billing
Project Control
Project
Integration
Gateway
Product Master
Distributed Order
Data Management
Orchestration
Inventory
Management
Purchasing
Self-service
Procurement
Sourcing
Customer Master
Project Contracts
Procurement
Contracts
Supplier Portal
Spend &
Performance
Analysis
Incentive
Compensation
Shipping &
Receiving
Oracle Fusion
Fusion Mgmt
CustomerOracle
Relationship
Customer Relationship Mgmt
Oracle Fusion
Oracle Fusion
Procurement
Procurement
Cost Management
Global Order
Promising
Performance
Reporting
32
Oracle Fusion
OracleManagement
Fusion
Supply Chain
Supply Chain Management
Sales
Marketing
Mobile & Outlook Territory & Quota

Integration
Mgmt
Fusion Reporting and Analytics

Consistent, Timely, Complete
33
Agenda

Recent Releases
34
Customer Success
Q&A
Key Trends and Product Momentum

Buy & Extend growing in popularity over Build

FY12: 530+ (30% YoY growth) unique net new customers
Nearly half of customers license 3 or more BI Applications
Significant expansion in global markets
FY11: ~50% growth rates
Proven products means more complex, enterprise wide deployments
10+ heterogeneous sources is not uncommon
Growing partner ecosystem (internal and external)
Bolt-on BI Applications for industry-specific and vertical areas
BI 11g is driving a lot of upgrade interest
35
Fresh UI, Essbase integration, Mobile and now Exalytics
36
Communications
Public Sector
Finance / Banking
Consumer Goods
High Tech
Retail
Aero / Industrial
Insurance / Health
Life Sciences
Travel & Transport
Rapid Deployments in Weeks
Against Oracle Applications Unlimited and Non-Oracle Sources

16 weeks
75 days
11 weeks
14 weeks
12 weeks
100 days
37
Over 4,000 BI Applications Customers

Implementations Range from Single Source to Distributed Multi-Source / Multi-Instance
Multi Sourced
- 3 EBS instances, SAP and legacy

- 6 JDE instances and 1 EBS
- 15 EBS instances
- Multiple Siebel instances
EBS
SIEBEL
- JDE and legacy

38
Oracle BI
Applications
SAP
Legacy
PSFT
Multi Instance & Version

Oracle BI
- EBS and PeopleSoft

- 5 ERPs -EBS, SAP, Navision, Legacy
JDE
Applications
EBS
EBS
EBS
Americas
EMEA
APAC
Agenda

Recent Releases
39
Customer Success
Q&A
Oracle Applications Planning
BI Applications Current Releases and Roadmap

BI Apps 7.9.6.4
January 2013
For Applications Unlimited customers

ETL with Informatica
New Manufacturing Analytics
New Enterprise Asset Management Analytics
New SLA support for EBS R12 (patch)
BI Apps 7.9.7.2
September 2012
For SAP customers
ETL with ODI
Financials, Procurement & Spend, Supply
Chain & Order Management Analytics
BI Apps 11.1.1.7.1
May 2013
For Application Unlimited customers
ETL with ODI
40
Whats Next
0-12 month planning cycle
Data model and release integration across
Fusion and Applications Unlimited
ODI and Informatica : release alignment
New content: Talent Management, PLM
Analytics integration, EAM enhancements,
Student Analytics enhancements
New adapters: Procurement & Spend
Analytics for JDE, Supply Chain & Order
Management Analytics for PeopleSoft
New cloud adapters: Adapters to Fusion
Cloud Service, Taleo adapter, RightNow
adapter
User Experience Redesign (partial)
Cost of Ownership Improvements: Data
Lineage, ETL Data Validation
Future Directions
Post 12 month planning cycle
BI Applications as Oracle Cloud Service
New content/modules: Grants, Benefits,
Depot Repair & Field Service, EVM & Project
Scheduling
New adapters: Manufacturing Analytics for
JDE, Eloqua adapter
Additional operational planning applications
Unstructured/big data analytic applications
Continue user experience redesign
Additional cost of ownership improvements
Future: Customer Big Data Analytic Application

Product Concept
Single 360o view of customers across all channels
Hybrid between traditional DW and Big Data using Hadoop-based
infrastructure
Customer event model can be extended with other organization
marketing, sales, service, pricing & brand management
Scalable
Scalable customer
customer
event
model
event model
Identity
Identity resolution
resolution
&
& other
other enrichment
enrichment
Real-time
Real-time query
query
services
services
Social, Web Activity
41
Other Customer Data
Foundation for more intelligent CRM business processes in
Marketing Responses
Service Interactions
specific, relevant sources of customer information (social, web

activity, promotion responses, loyalty)
Questions
42
Safe Harbor Statements

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 Oracles products remains at the
sole discretion of Oracle.
43
44
45

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1

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Safe Harbor Statements

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Boost your sales and service

Introduction to Oracle BI Applications

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Roadmap and Future Investments

Key Corporate Objective

Primary Role: Identify, acquire & support

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Primary Role: Buy, make, and deliver

Critical CRM Front Office Interactions

Sales & Partner

Marketing & Loyalty

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Sales & Partner

Marketing & Loyalty

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Sales & Partner

Which are the most productive

and efficient CSRs and why?

What are the best cross-sell and

Marketing & Loyalty

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Marketing & Loyalty

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

increase customer sat

Sales & Partner

Convert inbound service calls

Improve lead follow-up and

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Devise marketing programs

Monitor and manage service

Introducing: Oracle BI Applications

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Improve pipeline visibility

Reduce revenue leakage from

Discover high potential segments

Identify customer data gaps

Alignment Across Functions

Optimize customer relationships across all

Improve customer service

Increase customer retention

Optimize staffing for call volumes

Enhance partner channel

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

Example of CRM Related Business Questions

Are we bringing in orders fast

What are the top

How do the members of

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

How well is my sales team

Is the weekly pipeline

Oracle BI Applications Product Family

SUPPLY CHAIN &

Revenue & Backlog

Direct & Indirect

ORACLE BUSINESS INTELLIGENCE FOUNDATION

Copyright 2013, Oracle and/or its affiliates. All rights reserved.

AND OTHER OPERATIONAL

Deeper than Dashboards