1 13 Coleman

CRM OnDemand - Your Ticket to
Transparency in Sales
Laurie Coleman, Consulting Solutions Manager
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 decision. The
development, release, and timing of any features or
functionality described for Oracle’s products remains
at the sole discretion of Oracle.
Copyright ©2008, Oracle. All rights reserved.

Oracle Confidential 2
Today’s Agenda
<Insert Picture Here>

• What You will Learn
• CRM Business Challenges
• The Oracle Advantage
• Why CRM On Demand
• Implementation Services & Approach
• Business Results
•Q & A

Today’s Agenda

• What You Will Learn
•Q & A

What you will learn…
• Understand what Oracle’s SaaS Offering includes and some of key

advantages of choosing Oracle CRM OnDemand
• Become familiar with Oracle Consulting Services Rapid Results

Methodology and project approach for delivering CRM OnDemand
• Understand what other offerings are available from Oracle

Consulting to support CRM OnDemand
• Understand fundamental business benefits of choosing Oracle CRM

OnDemand for your sales organization

Oracle Confidential
Today’s Agenda

• What You Will Learn
•Q & A

The Past
CRM Vendors Asked You To Choose
On Premise CRM On Demand CRM
+ Powerful management + Easy to use and fast to

Tools deploy
vs.
+ Completely customizable + Managed by business users
- Driven By IT - Limited functionality
- Difficult to use - Isolated CRM

Companies Deserve More From On Demand
vs.

You Can Use Oracle CRM On Demand
To Answer Fundamental Questions
What does my Customer really want ?

Who are my most profitable customers ?
How can I build more customer loyalty ?
How can I help reps sell more ?
How do I close performance gaps among reps ?

Today’s Agenda

• Oracle Profile
•Q & A

Only Oracle Delivers…
Complete CRM
Pipeline Visibility and  Performance Dashboards

Business Trending  Historical Trend Analysis
360 Degree  Prebuilt Integration

Customer View  Complete customer history (quotes,
orders, assets, SRs)
Collaborative Web 2.0  Sticky Notes & Message Center

Features  Widgets & RSS Feeds
 Sales Coaching and Assessment

Easy to Use  Virtual Call Center
 Email Marketing

A Wide Range of Deployment Options
On Demand On Demand
Multi-Tenant Single Tenant On Premise
Enterprise Enterprise
Niche On Demand Edition Edition
Service
 Oracle  Oracle Deploy at
vs.
technology technology your site
 One way to
deploy  Oracle  Oracle On Demand
 No control managed managed integration
 No migration  Shared  Shared
Integrated On Demand & On Premise

Address HQ and Satellite Needs
Extend on-premise deployments
Deliver departmentally and company wide

Only CRM On Demand Provides Real-Time
& Historic Analytics
Features
• Snapshots comparing business
performance over time
• Dozens of pre-built reports, easy to
build custom reports
• On Demand industry’s only hosted
data warehouse
Benefits
• Drive corporate objectives with quantified
business data
• Make better decisions based on full context
and real insight
• Convert insight into action via interactive
dashboards
• Deepen business insight with custom reports

A Single Partner
vs.

Today’s Agenda

• Oracle Profile
•Q & A

Oracle Consulting
Implementation Statistics - Overall
Average Years of CRM Expertise 5+
Number of CRM Consulting Engagements 5,500+
Number of Customers Served 4,000+
Number of Live Users Supported 4.2 Million
Number of Engagements in past 12 months 100+

Oracle Confidential
Oracle Consulting Services
CRM On Demand Experience
• CRM On Demand team has delivered over 800 CRM On
Demand projects to date
• Deployed over 30,000 users worldwide
• Cross Industry Knowledge
– Homebuilders
– Financial Services
– Health Care
– High Tech
– Communications
– Manufacturing
– Public Sector
• Mature consulting staff with 100 plus years of consulting
experience
• Defined clear set of CRM On Demand implementation “Best
Practices”

Oracle Confidential
CRM On Demand Service Offerings
•Rapid Results – Full Lifecycle
implementation
•Implementation Assessment
•Enterprise Strategic Planning
•Advanced Analytics Workshop
•Migration Services
– Upshot
– SFDC
– ACT
– Others…

Oracle Confidential
CRM On Demand Service Offerings
• Subject Matter Expertise and assistance with:

– Configuration
– Web Services customization and integration
– Data Import
– Analytics Reports
– PIP Integration deployment for EBS and Siebel OnPremise
• Post-Production Support Services
• Training – Web-Based, TTT or Direct Teach from
Oracle University

Oracle Confidential
Typical Timeline & Key Milestones
• Timeline – Approximately 10 to 12 weeks until

“go live”
• Key Milestones – Oracle’s Rapid Results
methodology consists of the following 8 phases:
1. Project Planning Phase
2. Business Requirements Phase
3. Design and Configuration Phase
4. Data Import Services Phase
5. Integration Services Phase
6. Validation and System Testing Phase
7. Training Services Phase
8. Post Deployment Phase

Oracle Confidential
Our Approach - Rapid Results
GO LIVE
Project Management/ Health Checks
Executive Workshop – Configuration, Data

Business Objectives and Mapping/Import
Business Objectives / Success Measures
Success Measures
Reports
Business Configuration
Initial Call /
Requirements
Project Kick Off
Workshop and Configuration Review,
– Project
Functional Design Analytics Review,
Milestones, Key
Meetings Validation
Players, Roles,
Timeline Business Processes
Analytics Integration
Requirements
Definition &
Design
Activation – Management Orientation,
Integration Design Communication, Management Training,
Project Team Training – Admin, Training, User Training
Reporting / Management Processes
Analytics, Webinars, etc.
30/60 Day Post Deployment
Activation Planning – Checks – Feedback and
Communication, Metrics
Training, Sequence of
Reinforcement Events
Ongoing Support
Customer Care Customer Advocate
x weeks

Oracle Confidential
Services Make a Difference
Accelerate time-to-value, reduce risk of

failure, increase probability of system
adoption and user satisfaction
• More than 70% of organizations with 100+ users deployed
using Oracle Consulting Services
• Most customers who engage Oracle consulting service
team are live and productive in under 12 weeks
• Rapid deployment = rapid ROI
• Application usage 30% higher in organizations engaging
Services Team

Oracle Confidential
The Oracle Advantage Delivered
Oracle CRM On Demand
Industry-specific CRM
• Comprehensive CRM Solution

Sales Marketing Service
• Pre-built integration to Oracle EBS
• Industry leading Oracle technology Built-in Contact Center
• World class hosting operations
• Single vendor commitment Embedded Analytics with
Built-in Data Warehouse
• Validated CRM leadership
Customization, Integration
& Extensibility
World-Class, Single-Vendor
Hosting Infrastructure
Easy to Use | 360° Customer View | Pipeline Visibility & Business Trending

Oracle Confidential
Today’s Agenda

• Oracle Profile
•Q & A

Leading Companies Worldwide Use

Oracle Confidential
Oracle CRM On Demand – Validated by
Analysts
The Forrester WAVE™: Midmarket Nucleus Research ROI Scorecard for

CRM Suites Hosted CRM
• #1 in Business Impact
• Leader
• #1 in User Adoption
Yankee Group DecisionNote CRM Daily Product Review
“…Siebel CRM “Siebel claims a number of bragging points:

OnDemand is now the only hosted CRM solution that includes
embedded, interactive analytics; the first
vying for the number- and only industry-specific hosted
one position in the software; ... the only fully hosted contact
hosted CRM center capabilities; and a scalable and
secure hosting infrastructure...”
market...”
Boost Sales Productivity and Effectiveness
Features
• Automatic lead qualification
• Two-tier lead management
• Sales process coaching
• Automatic opportunity assessments
• Triangulated forecasting
Benefits
• Increases lead quality and conversion
• Close more deals, more quickly
• Improves sales effectiveness
Easy to replicate the success of
your best salespeople

Increase Marketing Effectiveness
Features
Segment Customers
• Comprehensive campaign execution
and analysis features
Import • Embedded email marketing

Prospect
List • Create targeted, personalized
Analyze Create Targeted campaigns
Campaigns Campaign
Benefits
• Turnkey marketing solution saves time,
increases productivity
• Improves marketing campaign
effectiveness
Assign Leads for Execute

• Powerful analytics enables focus on
Follow-up Campaign highest impact campaigns

Oracle Confidential
Increase Customer Satisfaction and Loyalty
Features
• 360° customer view
• Centralized knowledgebase
• Call scripting
• Real-time service optimization
with analytics
• Customer satisfaction surveys
Benefits
• More personalized, consistent Easy to use service solution
service increases customer satisfaction
• First call resolution and loyalty
• Reduced training costs

Pre-built Integration To The Back Office
Oracle CRM
Features On Demand
• 360° Customer view
• Oracle data quality
• Opportunity to Quote
• Product catalog
Oracle Application Integration

Architecture
Benefits
• Rapidly achieve one view of customer
• Combine ease of On Demand with power of
EBS
• Increase productivity
Oracle E-Business
Suite

How Does It All Fit Together?
Lead
Start Lead 2 Opty Opty 2 Quote Quote 2 Close
Generation
CRM CRM
Quotes
EBS
Historical Data, Deal Mgmt

Company Info Leads Opportunities
Sales
Prospector
CRM
Targeted
Presentations
Sales Sales
CRM Library
Campaigns

Oracle Confidential
Oracle’s Commitment to On Demand CRM
“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

Oracle Confidential
Product Innovation
R15 Innovation Pack 2 R16 Innovation Pack 1
CRM On Release 15 Release 17
Demand
R15 Innovation Pack 1 Release 16 R16 Innovation Pack 2
Social CRM MSA for RIM Sales Campaigns Deal Mgt V2

Gadgets Deal Mgt OD
MSA for Gadgets V2 Co-Creation

Sales Prospector V1 Sales Library
iPhone
Siebel CRM Integration EBS Phase 2

Application
Integration
EBS Integration
Architecture JDE Integration SAP Integration
1H 2H 1H 2H
CY 2008 CY 2009

Oracle Confidential
Today’s Agenda

• Oracle Profile
•Q & A

CRM On Demand Delivers Business Results
“…gained the ability to handle an additional 3,500 calls per

year”
– Director of Sales Operations, LexisNexis
“…we are running at about a 350 percent return year-over-

year”
– CIO, Corporate Platforms, Equifax
“…cut our loan approval time by 70%, doubled our retail

auto loan portfolio, and improved operating efficiencies”
– Regional CIO - APO, GMAC Financial Services

Equifax Deploys Standard Processes
Across Multiple Countries and Business Units
COMPANY OVERVIEW CUSTOMER PERSPECTIVE

Equifax is a global service provider of value-added “By implementing Oracle’s Siebel CRM
information solutions to businesses and consumers On Demand, we estimate that we were
with over $1.4 billion in annual revenue and 4,600 operational about four months sooner
employees in 13 countries than if we had installed other software
internally.”
CHALLENGES/OPPORTUNITIES Marcelo Tear, Director for Core Apps,
• Multiple sales organizations and systems led to Equifax Latin America
disjointed contact and account management
• Manual sales reduced sales productivity, and
satisfaction and revenue potential
• Lack of a standard opportunity management process
resulted in missed revenue potential
• Non- sophisticated, non-standard forecasting
diminished sales forecast accuracy
RESULTS
• Inability to easily access data hampered ability to
analyze business and coach reps • Single platform for managing Latin
American team selling activities
SOLUTION • Consolidated, accurate pipeline
management across countries
• Effective lead tracking from
qualification and opportunity
management to account setup
Copyright ©2008, Oracle. All rights•reserved.
Increased sales effectiveness &
36
Oracle Confidential
adoption for core and overlay reps
Baxter Centralizes Customer Data
and Improves Management Visibility
Baxter Healthcare is a global leading healthcare “We now know why things happen, so we
providing a wide range of medical devices, can fix what’s wrong or take advantage of
pharmaceuticals and biotechnology for treatment of new opportunities. With all of the account
complex medical conditions information in one place, we know why we
gained or lost business.”
CHALLENGES/OPPORTUNITIES Courtney Hammerton, Business Operations
• Inability to report timely, accurate or consistent Manager
information
• Management lacked visibility into sales process
• Track key information from contract negotiations
• Lacked centralized management of customer data
including customer status/feedback
• Lead and Opportunity data tracked in spreadsheets
forced inefficient and inaccurate manual
RESULTS
consolidation
• Management visibility into pipeline, and
• High turnover due to sales force retirement won/lost data
• Increased business and sales insight to
SOLUTION weekly vs. of bi-annual forecasting
Oracle CRM On Demand • Annual planning process extremely more
accurate and thorough
• Improved customer relationships and
service by tracking customer feedback
Oracle Confidential• Large savings of incentive payments
37
Kodak Drives Uniformity and
Pipeline Accuracy

Kodak Graphics Communications Group (GCG) “Siebel CRM On Demand is a tool that we use
supplies essential materials for conventional, digital, as an integral part of managing our total
and blended print environments--everything from business to achieve a greater customer
newspapers to new media. experience.”
Kevin Joyce, VP & Managing Director, United
CHALLENGES/OPPORTUNITIES States and Canada
• Series of 5 acquisitions unified under Graphics
Communications Group umbrella
• Wide variety of sales technologies and reporting
processes
• Centralize sales pipeline across US and Canada
• Avoid significant capital and IT resource investments
• Ease of use for a sales staff with varied levels of RESULTS
technical expertise
• Brought uniformity of reporting and pipeline
forecasting to US & Canada Sales
SOLUTION • Provided a uniform set of processes for
integration of all US/C acquisitions
• Delivered real-time analytics for sales staff
and management
• Eliminated redundancies, slowdowns, and
idiosyncrasies inherent from acquisitions
• Faster access to information, creating an 38
Oracle Confidential
LexisNexis Deploys Team Selling
Process

LexisNexis is a leading provider of information and “We've experienced improvements in
services solutions, serving professionals in the legal, our sales processes since the first day
risk management, corporate, government, law we started using Siebel CRM On
enforcement and academic markets Demand.”
Andy Haffke, Director of Sales Ops
CHALLENGES/OPPORTUNITIES
• Consolidate five sales force automation systems,
including acquired companies
• Prior systems could not be accessed remotely
• Support rollout of a new standard sales process
• Allow management visibility to track sales process
• Support team selling environment with geographic RESULTS
complexities
• Consolidated five different SFA
• Quickly deploy a CRM solution with flexibility to systems
migrate to On Premise, when applicable
• Gained common view of the
customer across the organization
SOLUTION • Deployed Miller-Heiman sales
processes within CRM On Demand
• Sales process improvements,
including ability to track sales and
opportunity stages and create
pipeline reports
39
Oracle Confidential
• Full deployment in 90 days
Only Oracle
Complete CRM
Leadership
Unsurpassed industry, technology, application, CRM and
On Demand expertise
Innovation
The most innovative, complete, secure and standards-based
On Demand applications & solutions
Results
Unparalleled, rapid implementation approach and
measurable business results for our thousands of
customers

Q&
A
Oracle Confidential
Oracle Confidential

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CRM OnDemand - Your Ticket to

The following is intended to outline our general

Copyright ©2008, Oracle. All rights reserved.

<Insert Picture Here>

Copyright ©2008, Oracle. All rights reserved.

<Insert Picture Here>

Copyright ©2008, Oracle. All rights reserved.

• Understand what Oracle’s SaaS Offering includes and some of key

• Become familiar with Oracle Consulting Services Rapid Results

• Understand what other offerings are available from Oracle

• Understand fundamental business benefits of choosing Oracle CRM

Copyright ©2008, Oracle. All rights reserved.

<Insert Picture Here>

Copyright ©2008, Oracle. All rights reserved.

On Premise CRM On Demand CRM

+ Powerful management + Easy to use and fast to

Copyright ©2008, Oracle. All rights reserved.

Copyright ©2008, Oracle. All rights reserved.

What does my Customer really want ?

Copyright ©2008, Oracle. All rights reserved.

<Insert Picture Here>

Copyright ©2008, Oracle. All rights reserved.

Pipeline Visibility and  Performance Dashboards

360 Degree  Prebuilt Integration

Collaborative Web 2.0  Sticky Notes & Message Center

 Sales Coaching and Assessment

Copyright ©2008, Oracle. All rights reserved.

Integrated On Demand & On Premise

Copyright ©2008, Oracle. All rights reserved.

Copyright ©2008, Oracle. All rights reserved.

Copyright ©2008, Oracle. All rights reserved.

<Insert Picture Here>

Copyright ©2008, Oracle. All rights reserved.

Average Years of CRM Expertise 5+

Number of CRM Consulting Engagements 5,500+

Number of Customers Served 4,000+

Number of Live Users Supported 4.2 Million

Number of Engagements in past 12 months 100+

Copyright ©2008, Oracle. All rights reserved.

Copyright ©2008, Oracle. All rights reserved.

Copyright ©2008, Oracle. All rights reserved.

• Subject Matter Expertise and assistance with:

Copyright ©2008, Oracle. All rights reserved.

• Timeline – Approximately 10 to 12 weeks until

Copyright ©2008, Oracle. All rights reserved.

Executive Workshop – Configuration, Data

Copyright ©2008, Oracle. All rights reserved.

Accelerate time-to-value, reduce risk of

Copyright ©2008, Oracle. All rights reserved.

• Comprehensive CRM Solution

Copyright ©2008, Oracle. All rights reserved.

<Insert Picture Here>

Copyright ©2008, Oracle. All rights reserved.

Copyright ©2008, Oracle. All rights reserved.

The Forrester WAVE™: Midmarket Nucleus Research ROI Scorecard for

Yankee Group DecisionNote CRM Daily Product Review

“…Siebel CRM “Siebel claims a number of bragging points:

Copyright ©2008, Oracle. All rights reserved.

Import • Embedded email marketing

Assign Leads for Execute

Copyright ©2008, Oracle. All rights reserved.

Copyright ©2008, Oracle. All rights reserved.