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박성환상무
CRM Applications
Transforming Companies to Survive & Thrive in the Customer-Driven AgeOracle | Siebel CRM 8
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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.
Safe Harbor Statement
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Key Messages
• #1 in CRM – Over 5M+ agents & 125M+ registered self-
service users deployed
• Delivering on Oracle’s Applications Unlimited commitment with Siebel 8 CRM
• Continued industry-leading CRM innovation with Siebel 8 – Dramatically easier to use– Enables business responsiveness & real-
time insight– SOA-enabled
• Oracle’s Siebel CRM uniquely offers hosted, on premise, and hybrid solutions
• Most comprehensive industry-specific CRM and integrations to industry-specific back-office
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Continuing Commitment to All Product Lines
• Applications Unlimited– Ongoing development and new releases
of all product lines indefinitely
• Lifetime Support– Continuous indefinite support of current
releases
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Unlimited
Unlimited
Unlimited
Unlimited
Version 9Version 9Version 8.9Version 8.9
Version 8.12Version 8.12Version 8.11Version 8.11
Version 12Version 12Version 11i.10Version 11i.10
Version A9Version A9Version
A7.3 & A8.1Version
A7.3 & A8.1
UnlimitedVersion 8Version 8Version 7.8Version 7.8
FUSIONUnlimited
Applications UnlimitedOngoing development and new releases of all product lines indefinitely
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Oracle Lifetime Support
0 1 2 3 4 5 6 7 8 9 10
SustainingSupport
ExtendedSupport
PremierSupport
Years of Support
Unlimited
Continuous indefinite support of current releases
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What is Fusion?
• Fusion Applications are the evolution of Oracle applications into a single SOA Application Suite.
• Fusion Architecture is the Oracle methodology for building SOA applications and processes.
• Fusion Middleware is the technology which is enabling the Fusion Architecture
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Application Roadmap• Evolve now by leveraging currently available Fusion technologies• Adopt new Fusion applications & technologies as they become
available• Migrate–but only when you’re ready–to the Fusion Application Suite,
2008 and beyond
• Fusion Architecture Introduced
• Application Product Families Certified on Fusion Middleware
2005
• Fusion Middleware• Web Services
Identified• User Experience
Design Completed• Functional
Architecture Defined• Application Product
Families Certified on Fusion Middleware
• Operational Dashboards Delivered
2006
• First Fusion Applications
• Data Hubs and Transaction Bases Released on Fusion Middleware
• Upgrade Architecture Completed
• Operational Dashboards Delivered
2007
• Fusion Application Suite Available
2008
The above reflects Oracle's current development plans, which are subject to change at any time
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Ten Things You Can Do Now to Prepare for Fusion Applications
• Rethink your Customization Strategy• Consider Master Data Management • Move to SOA-Based Integration• Extend your Business Intelligence Portfolio• Adopt Enterprise Reporting & Publishing• Secure your Global Enterprise• Consider Grid Computing • Centralize your Lifecycle Management• Upgrade to the E-Business Suite R12• Prepare a Fusion Project Plan
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22
33
44
55
66
77
88
99
1010
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The CEO’s Agenda: “Growth is the Focus”*
Challenges• Inconsistent Customer Experience• Business Model Complexity• Technology LimitationsThe Economist: CEO Briefing – “Corporate Priorities for 2006 and beyond”
Strategic Priorities• Increase Market Share• Increase Revenue• Acquire New Customers• Enhance Value of Existing Customers
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Growth Through Customer-Driven Transformation
Customer
LegacyLegacy
OSSOSS
HRHR CustomCustom
CIFCIF
ERPERP CIFCIF
SCMSCM
CustomCustom
CRMCRM
ERPERP
CustomCustom
ERPERP
LegacyLegacy
Dept A Dept B Dept C
LegacyLegacyOSSOSSHRHR CustomCustomCRMCRM ERPERP CIFCIF SCMSCM
Process and Master Data Integration
Dept A Dept B Dept C
Business Intelligence & Real-Time Decisons
Sales, Marketing, Service Best Practices
Multichannel, Self-Service
Customer
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1993 1995 1996 1997 1998 1999 2000 2001 2002 2003
500 4,000 20,000 60,000200,000
600,000
1 M1.3 M
2.17 M
SiebelSystemsFounded
Enterprise-ClassSFA
Mobile SFA
IntegratedSales and Customer
Service
Integrated CRM
Industry-Specific CRM
2004
MultichannelCRM
Best Practices
CRM
Analytics, Standards-Based Integration
CRMOn Demand
3.0 M
CRM for Everyone, Enterprise BI
2005
5.0 M
Transformational CRMCommitment to CRM Innovation…5.6 M
2006
Customer AdaptiveCRM
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Siebel CRM 8 – Transformational CRM
Empower Users– Provide proactive, real time insight at
the moment of customer interaction through a flexible, role-based user interface
Enable Business Responsiveness– Enable the business to respond to
ongoing business process changes and to directly improve the customer experience
Ensure Value– Provide choice by supporting multiple
deployment options and ease of integration at the lowest cost
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Oracle CRM – Transformational CRM
SFA
SelfService
Marketing/Loyalty
PRM
IncentiveComp
Order Mgmt
eBillingCall Center
FieldService
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Empowering Users :: Task Based User InterfaceEmpowering Users :: Task Based User Interface
Superior User Experience
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Empowering Users :: Embedded IntelligenceEmpowering Users :: Embedded Intelligence
Embedded Intelligence
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Siebel 8 Fully-Featured User Interface
• Highly Interactive, Intuitive and Personalized
• Network Efficient with Minimal Screen refresh
• Embedded Analytics• Task Execution Support • User Inbox for Workflow
Items• Intelligent Controls • Usability features• Zero Installation• Built in Portal Framework
The user experience of a Win-32 application within a browser
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Empower Users – World Class SearchSecure and Flexible Search
• Enhanced “Google-like” Search– SOA-based integration with FAST and Oracle
SES engines– SOA infrastructure allows other search engines to
be “plugged in” as necessary– Visibility rules applied to search criteria so users
only see results that they are entitled to see• Case/accent-insensitive Queries
– Enter query without case sensitivity (John Smith, john smith, John smith) to improve usability and adoption
• Architecture Enhancements– Supports plug and play architecture across
different search engines• Improved User Interface
– Results displayed as per the popular web search engine interface instead of the list of records in Siebel 7.x
– Keyword highlighting in the results– Ability to configure the layout of the results – Ability to sort and drill down on the results
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Empowering Knowledge Workers
Empowering Users :: Empowering Users :: Email and CollaborationEmail and Collaboration
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Empower Users - Task Based User InterfaceReduce Navigation Complexity, Speed Adoption
• Guides Users Through Key Tasks
– Improves product ease of use– Lowers training costs – Enables standardization of
processes• Complements 7.X Ad-hoc User
Interface– Data not committed until task is
complete• Easy to Use, Flexible
Development Process– Drag and drop designer enables
rapid process and task change– Provides declarative framework
for defining tasks and processes– Minimizes scripting
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Microsoft Desktop IntegrationCollaboration Across the Enterprise
• Microsoft Outlook (E-mail)– Associate e-mails with CRM entities – Customization framework available for
additional CRM objects– Available for both mobile and connected
users• Microsoft Word and Microsoft Excel
– Create and populate spreadsheets or documents using data directly from the Siebel Sales Enterprise
– Extended Siebel data into pivot tables and charts
– Siebel toolbar plug-in Invoke built-in data refresh capabilities without having to manually perform exports and imports
• Microsoft Sharepoint (Collaboration)– Presence indication – Integration with LCS– Better team site support– Support for Windows Sharepoint Services
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Empowering Users :: Self Service, eCommerce, Empowering Users :: Self Service, eCommerce, eBillingeBilling
Empowering Customers
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Only Oracle Puts Users in Control of Business Process Change
Business Responsiveness :: Graphical Task AuthoringBusiness Responsiveness :: Graphical Task Authoring
Responding to Customer Needs
CAMPAIGN DESIGN PROCESS
Manage Marketing Calendar
Develop segmentation
Review with Stakeholder
Test Campaign
Author content
Design Campaign
Flow
Release Campaign
Edit and Review content
Approve content
Develop campaign strategy
DirectMarketing
Marketing Operations
MarketingAnalyst
Brainstorm proposed programs
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Table structure accelerates rules creation and maintenance.
Business Responsiveness :: Tabular Business Rules EditorBusiness Responsiveness :: Tabular Business Rules Editor
Only Oracle Puts Users in Control of Business Process Change
Responsible and Responsive
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Business Responsiveness :: Master Data ManagementBusiness Responsiveness :: Master Data Management
Single View of the Customer
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A single view of Customer Information
• Unifies customer information from multiple systems
• Creates and maintains a unique, complete and accurate customer profile
• Makes that profile available to all operational applications in real time
• Enables sophisticated analytics to derive actionable customer insight
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What’s new in Siebel 8 for Sales, Service and Marketing Professionals?
• Sales–Advanced Sales Forecasting–Enhanced Territory Management–New Sales Methodologies
• Service–Managed Services Support–Enhanced Store-and-Forward
Messaging for Laptop Users
• Marketing & Loyalty–Marketing Resource Management–Advanced Segment Management
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What’s new in Siebel 8 for Financial Services?
• Streamlined Account Origination• Rules Based Loan Underwriting• Advanced Insurance Claims Management
–Automatic Reserve & Coverage–Payment & Invoice–Subrogation–Fraud
Banking
TellerMarketing,
Sales, Service
CoreBanking Financials Human
ResourcesBankingAnalytics
Insurance
Network Management Financials
Order & Order & ServiceService
FulfillmentFulfillment
Order &Service
FulfillmentUnderwriting Policy Admin
ClaimsManagement
HumanResources
InsuranceAnalytics
Agent/Channel
MgmtFinancials/Profitability
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What’s new in Siebel 8 for Life Science?
• Enhanced Clinical Trial Support• Streamlined Territory Management
and Alignment• Japanese Market Support
Marketing & Sales
Procurement& Planning
Corporate Admin
Life Sciences Analytics
Physician Portal
Clinical Trials
Management
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What’s new in Siebel 8 for Public Sector?
• New Case Management• Enhanced Incident Management• Offense Management• Location Tracking• Evidence Management• Investigative Lead Management
Case Management
SRM/Procurement
HR & Payroll Admin
Public Sector
AnalyticsConstituent
ServiceFinancial
Management
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PipelineAnalysis
Order to Cash
Sales Team Effectiveness
Up-sell / Cross-sell
TriangulatedForecasting
Lead Conversion
Receivables / Payables Analysis
CustomerProfitability
Product Profitability
Regulatory Compliance
Expense Management
Cash Flow Analysis
Churn Propensity
Customer Satisfaction
ResolutionRates
Service RepEffectiveness
Service CostAnalysis
ServiceTrends
Campaign Scorecard
Response Rates
Product Propensity
Loyalty andAttrition
Market Basket Analysis
Campaign ROI
Supplier Performance
Inventory Analysis
Procurement Cycle Times
Inventory Availability
EmployeeExpenses
BOM Analysis
Employee Productivity
Compensation Analysis
Compliance Reporting
WorkforceProfile
TurnoverTrends
Return on Human Capital
Sales & Order Analytics
FinancialAnalytics
WorkforceAnalytics
Supply ChainAnalytics
Service & Contact Center
Analytics
Marketing Analytics
Travel& TransTravel
& TransAutoAuto Comms.
& MediaComms.& Media
ComplexMfg.
ComplexMfg.
ConsumerSector
ConsumerSector
EnergyEnergy FinancialServicesFinancialServices
HighTechHighTech
Insurance& HealthInsurance& Health
LifeSciences
LifeSciences
Public SectorPublic Sector
Other Operational & Analytic Sources
Oracle BI Suite Enterprise Edition
Prebuilt adapters:
Industry Specific Business Intelligence
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Complete CRM On Demand
Easy
Ensuring Value :: Siebel CRM OnDemand
Embedded Analytics withBuilt-in Data Warehouse
Customization, Integration & Extensibility
World-Class, Single-VendorHosting Infrastructure
Built-in Contact Center
Industry-specific CRM
Sales Marketing Service
Fast
Smart
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Ensuring Value :: Choice of Hybrid Deployment
Only Oracle offers a choice of On Demand, On Premise, and Hybrid Solutions
On Demand On Premise
Flexible Deployment Options
Hybridseamless integration
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Siebel 8 – a Proven CRM Platform
Ensuring Value :: SOA-Enabled CRM
• SOA-enabled CRM• Fusion Middleware Certified• Application Deployment Management• Performance, Scalability and
Reliability for Multi-channel CRM
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Support of SOA within Siebel 8 Applications
• Web services enablement in the Siebel 8 Applications Architecture enables Siebel to interoperate within a Service Oriented Architecture
• The Application Service Framework supports:– Inbound Application Services– Outbound Application Services– Pre-Built ASI Services
• The Siebel 8 Applications support of Web Services includes:– Standards Support– Publishing Siebel Services and Processes as Web Services – Consuming External Web Services
• The architecture is designed to support interoperation in a highperformance and scalable manner
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Sales/Marketing Modules• Opportunities• Leads/Prospects• Quotes• Sales Process Coach• Sales Tools• Forecasts• Territory Management
Common Services• Reports• Import/Export• Search• List Management• Assignment• Help• Audit Trail• Company Administration• Voice/CTI• Rules
Service Modules• Service Requests• Entitlements/Service Agreements• Solutions
Industry Services• Financial Services• Communications• Life Sciences• Public Sector
Common Modules• Products• Assets• Pricing• Orders• Persons/Contacts• Companies• Households• Employees/Users• Partners/Competitors• Hierarchies• Address/Contact Points• Attachments• Activities• Notes• Referrals• Approvals
Platform• Analytics• Handheld• Word/Excel/Outlook/Sharepoint/IM Integration• Site Administration• Site monitoring/diagnostics• Security/Access Control/Data Visibility• Business Processes• Globalization
Siebel 8 SOA-Enabled CRM
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Sales Service Marketing C/OM
Web ServicesSOA
Content
Task Flows, Process Flows and Insight-Driven Dashboards via Analytics
Oracle Fusion Middleware
Siebel 8 & Fusion Middleware Certification
EmpowerUsers
EnableBusiness
Responsiveness
EnsureValue
Self Service CRM ERP Legacy
Integrated Front-to-Back Sales, Marketing, & Service
MDM
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Transformational CRM at Rabobank
Company ProfileRequirements for
Extended CRMBenefits of Oracle
CRM Solution
7MM customers, 1200 Branches
Top 3 bank in Netherlands
Full range of banking services
CRM Program GoalsBranch, Call Center, InternetIncrease SalesReduce cost $20M per Year
Oracle ProductsSiebel Sales & Call CenterOracle Fusion MWSiebel Analytics
Achieved sales & cost reduction goals
“Sales Cockpit” for lead & contact management
Build once, use across channels
Consistent customerexperience & data capture
31K users with 20K concurrent
Leveraged out of box functionality
Oracle Fusion MW chosen for Rabobank SOA-architecture
Regular “best practices”dialog with other large bank CRM executives & teams
“Under Oracle’s Applications Unlimited program, we are confident that Oracle will protect our current investments in Siebel applications. Siebel 8 has a completely SOA-enabled CRM
platform and task-based user interface that will help us achieve our CRM goals and give us the ability to adapt quickly to the changing needs of our business.”
Toine Straathof, Program CIO, CRM, Rabobank
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Extending CRM Product Leadership
B2B CRM
Oracle/Siebel
B2C CRM
Oracle/Siebel
Oracle/Siebel
CDISales
Oracle/Siebel
Customer Service & Support
Oracle/Siebel
Field Service
Oracle/Siebel
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16,00016,00014,90013,80013,00013,000
9,570
8,230
11,030
8,700
10,63010,500
63,79763,60041,33539,10035,00031,650
20,000
16,300
30,000
17,900
25,00024,300
Most Experience Making Customers Successful
63,79763,60041,33530,000
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30% increase in customer satisfaction
Doubled profits in two years
$31 million savings in call center costs
32% increase in new retail checking customers
20% increase in call-handling speed
$17 million per month savings
25% reduction incall handling times
$6.2 million in incremental orders
Transformational CRM Delivers Results
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The Siebel 8 Advantage
Empower Users– Provide proactive, real time insight at
the moment of customer interaction through a flexible, role-based user interface
Enable Business Responsiveness– Enable the business to respond to
ongoing business process changes and to directly improve the customer experience
Ensure Value– Provide choice by supporting multiple
deployment options and ease of integration at the lowest cost
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Empower Users– Provide proactive, real time insight at
the moment of customer interaction through a flexible, role-based user interface
Enable Business Responsiveness– Enable the business to respond to
ongoing business process changes and to directly improve the customer experience
Ensure Value– Provide choice by supporting multiple
deployment options and ease of integration at the lowest cost
– Task-based user interface for improved task completion– Comprehensive enterprise, secure, search capability– Embedded intelligence and real-time decision for improved
user experience– Expanded desktop integration
– Meta-data driven business rules and workflows reduces the time and effort to react to business changes
– End-to-end, industry-specific process integrations and functionality
– SOA Web Services to enable development of custom user interfaces and web channel
– Significantly improved application deployment management– Improved scalability and manageability– Expanded Fusion middleware certification
The Siebel 8 Advantage
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Key Messages
• #1 in CRM – Over 5M+ agents & 125M+ registered self-
service users deployed
• Delivering on Oracle’s Applications Unlimited commitment with Siebel 8 CRM
• Continued industry-leading CRM innovation with Siebel 8 – Dramatically easier to use– Enables business responsiveness & real-
time insight– SOA-enabled
• Oracle’s Siebel CRM uniquely offers hosted, on premise, and hybrid solutions
• Most comprehensive industry-specific CRM and integrations to industry-specific back-office