Siebel 8.0 Module 5: EIM Processing Integrating Siebel Applications.
1 Copyright © 2011, Oracle and/or its affiliates. All ... · Create SRs, Solutions, Leads Tracks...
Transcript of 1 Copyright © 2011, Oracle and/or its affiliates. All ... · Create SRs, Solutions, Leads Tracks...
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Siebel CRM Strategy and Roadmap
Presenter
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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.
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Agenda
Siebel CRM Roadmap
Siebel CRM Strategy
Siebel CRM & Oracle Fusion Applications
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Siebel CRM Overview Since AU Announcement in 2006…
2500 New Siebel Features
36 New Products
9 Industry-specific Solutions for CRM
4 Siebel CRM Releases
Plus Several Major Acquisitions:
Haley Oracle Policy Automation (OPA)
E-Docs Oracle Self Service e-Billing
ATG Web Commerce & Live Help
InQuira Knowledge Management
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Siebel CRM 8.2 Release Summary
• Siebel 8.0 (2007)
• Siebel 8.1 (2008)
• Siebel 8.1.1 (2009)
• Siebel 8.2 (2010)
Deep Industry • Public Sector Social Services
• Oracle Policy Automation – Cross Industry
• Deeper Loyalty for Travel & Transportation and Retail
• CRM Offline Client for Life Sciences
• Personal Content Delivery for Life Sciences
• Financial Services Order Management
• Communications Order to Activate AIA
• High Tech Service Transformation
• Enhanced B2C and B2B Telecom EBPP & Analytics
Continued
Innovation
• Mobile Sales
• Customer Hub (UCM) – Enterprise Governance Manager
• CRM Desktop
• Open UI
Enterprise-Grade
CRM
• Integrated CRM for Incentive Compensation
• Deeper Support for Data Quality & Governance
• Optimized Order Mgmt
• Process-Driven CRM (Task Based UI/Workflow)
• High Availability Upgrade/GoldenGate
• CRM On Demand Integration – Hybrid Implementations
• 4 Releases Since Acquisition
• 36 New Products
• 469 New Enhancements
• 9 Industry-Specific Solutions
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Siebel CRM 8.x Momentum
Customers Working With Siebel CRM 8.x
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Siebel CRM Investment Strategy Deliver Timely Additive Solutions Value That Are Easy to Adopt
STRATEGY
• Add Innovations in 8.1.x and
8.2.x releases
• Annual Innovation Packs
• 3 Fix Packs per year
• ~3 Year Major Release Cycle
OBJECTIVES
• Continue Delivery of Value
Add Innovations
• Provide Innovations More
Frequently
• Adopt Innovations without
Upgrading
8.1 IP 8.2 IP 8.2.2 8.2 IP 8.1 IP 8.x 8.1 IP
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Siebel CRM Investment Strategy
LOWER TCO
SOCIAL SIMPLICITY MOBILITY
INDUSTRY
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Simplicity Browser Independence
Great User Experience on any
Browser
Smart, efficient, with a modern
look and feel
Major Functionality
Standards based, open next
generation browser client for
desktop and tablets
Highly optimized usability and
productivity
Easy to deploy and maintain
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Simplicity Enhanced Task Flows with TBUI
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
Data not committed until task is
complete
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Voice Plans
Data Plans
Text Plans
Simplicity Key Commerce task flows powered by ATG
Core
New Order
Advanced
Modify Order
Promotion Upgrade/Downgrade
Product Launch/Introduction
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Mobility Desktop Solution
Personal and business contacts in a single list provides single address book for the end user
Custom CRM objects in same folder structure as native objects
Embed CRM data in desktop applications
Unified calendar, tasks, and contacts
Offline access to CRM data
Enforce business rules for data entry
Increase User Adoption
Minimize training costs
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Mobility Connected Mobile Solution
Native Device Support
Capture Customer Interactions
Access to CRM Data
Custom Objects & Attributes
Proximity Search of CRM Data
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Mobility Disconnected Mobile Solution
Rich, Interactive presentations
integrated with the Application UI optimized for the iPad, iPhone,
and Blackberry
Instant-on
Major Functionality Call Planning, Call Execution and
debrief
Account and Contact Management
Integrated GPS, telephony,
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Social Empowering Agents with Knowledge and Social Communities
Siebel CRM
Create SRs, Solutions, Leads
Tracks response
Holds complete customer profile
Oracle InQuira
Integrated Knowledge Mgmt with in-context
search
Agent-Agent Forums and Collaboration
Managed Customer communities
Social Platform
Monitors social media
Identifies relevant posts
Provides analysis dashboards
Invoking the search automatically
populates the query from the
Summary/Title of the case
The agent can now select any
number of answers and click
add them to the case.
Embedded view in Siebel, activity
(reply to post) captured in Buzzient,
and sent back into Siebel for creation.
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Social Maximize Brand Affinity and Engagement
Posting loyalty promotions to
social networking sites
directly from Siebel
Seamless and automated
distribution of Loyalty promotions
from Siebel to social networking
sites
Recurring loyalty member rewards
and recognition for sharing
promotions virally
Systematic tracking of loyalty
program members’ social behaviors
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Lower TCO Deliver Tools to allow for quick adoption of Innovation Packs
New innovations delivered through
additive schema changes, no
disruption to existing schema for
customers
Tooling that shows the difference
between the repositories, allowing
ability to test only focused areas
Automated tooling to merge
innovations(ACR) to central
repository Prerequisite
Steps
Incremental
Repository
Merge
Apply
Schema
Changes
Import
Seed
Data
Post
Merge
Tasks
Innovation Pack
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Lower TCO Install, Patch and Deploy
Installation Cloning
Patch Deployment
Server Configuration Deployment
Integrate Siebel Deployment
Procedure into Oracle Enterprise
Manager
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Lower TCO Siebel Diagnostics and Monitoring
Performance Dashboard
Improved Siebel Server Control
Improved Configuration
Management
Improved Logging
System Probes
Health Checks
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Siebel CRM Industries
– Investment Highlights
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Communications, Media and Energy
Personalized Innovative
Offerings
INNOVATE
Consistent, personalized, and engaged customer relationship
ENGAGE
Improved service at lower cost
SIMPLIFY
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Public Sector
Handle Controls and Transitions Based on
Information from Parent/Child Business
Components
Enhanced State Model Framework Enables Status
Controls for Case, Benefit Plan, Benefit, Payment,
Order, and Service Plan.
Control Status Changes Across
Different Object Layers to Maintain
Consistent Case Management
Lifecycle
Siebel eService
Integration with OPA
Web Determinations
Hierarchical State
Model
Enhanced Effective
Dating Framework
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Retail
Consultative selling/ Line
busting
Actionable customer insight
Lists
Appointments Tasks Profile/Pref Wishlists
Analytics
Search
Customizations
Loyalty Social Checkout Offer/ Reco. Segmentation Interactions PLA
TF
OR
M
Emails
Catalogs
Knowledge Management
Linebuster
Products
Orders Interactions Cloud
Customers Appointments and Tasks
Siebel CRM Retail Systems
3rd Party Customer
Systems ERP Systems
Stores RE
PO
SIT
OR
Y
CH
AN
NE
L
Web Services/ REST APIs
Oracle Clienteling Solution– Conceptual Architecture
Connectors / Adapters
In-context recommendations
1:1 Contact management
Personalized offers and
contextual
recommendations
Quick campaigns
Wishlist management
Catalog/Shopping
Task Management
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Solutions that work with
Siebel CRM
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Oracle Customer Hub
History & Audit
Events & Policies
Data Governance
Manager
List Import Workbench
Identification & Cross-Reference
Source Data History Rules based
Survivorship
Address Validation
Enrich
Manage Decay
Enhanced Match & Merge Unmerge
Multi-language
Publish & Subscribe
Transports & Connectors
Authorization Registry
Roles & Relationships Party
Brands Vertical Variants
Related Data Entities
Trusted Customer Data
World class data governance
Deep & easily configurable yet
upgradeable Industry specific schema
Pre-built library of extensible fine
grain & composite web service
Robust DQ & unique
Knowledge Based MDM offering
High performance “heavy duty”
import
Web Services Library
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Oracle Policy Automation
Customer Self-Service
Business Agility
Low Training Costs
Auditible Transparency
Consistent Decisions
• Easily maintain self-service solutions for
customers to sign up for products or
services, or to make claims
• Respond faster to changing
regulations and policies for how
products or services are
delivered, priced or offered
• Rapidly roll out product and
process changes to call center and
other agents that must sell to or
provide service to customers
• Improve transparency of decision-
making, both externally (if
needed) and internally for
business optimization and audit
• Deliver scalable IT services that
share logic across channels,
systems and processes as
needed Oracle
Policy
Automation
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Oracle CRM Product Roadmap
Siebel 8.1 Innovation Pack
• RTD/Next Best Action
• Enhanced Integration with Fusion Middleware
• Connected Mobile Sales
• MDM PIP’s 11.1
• Customer Hub Exa* Benchmark
Siebel 8.1 Innovation Pack
• Consumer Packaged Goods Quick Start
• Advanced Order Management for Telco
• Warranty Management
• AIA 2.5.1
• ORS Integration
• Customer Hub (UCM) 8.2
Siebel 8.2.1
• Public Sector Social Services
• Deeper Loyalty for T&T and Retail
• More Hospitality Event Operations
Siebel 8.2.2
• Financial Services (Bank in a Box)
• Public Sector
Oracle Fusion CRM 11G R1
• Sales , Marketing, PRM, Incentive Compensation, Contracts,
Customer Hub
• Extensibility
• Desktop Integration, Mobility
• New Platforms: IE, Firefox, iPhone, Blackberry, Outlook
Siebel 8.1 Innovation Pack
• CEM / ATG Integration
• Disconnected Mobile Sales (iPad)
• Incremental Deployment
• Advanced Promotions for Telco
• Utilities Multi-Site Ordering
• Siebel DOO Integration
Oracle Policy Automation 11.0
• Policy Workgroup Best Practices
• Enterprise Policy Services
• Policy Analytics and Insight
• New Policy Modeling Hub Product
CRM On Demand R19
• Connected Mobile Sales
• iPad Support
• CRM Desktop (Outlook interface)
• Operations transparency – QOS
• Cloud extensibility
• More Life Sciences, More Insurance
CRM On Demand R19 Innovation Pack
• iSales/Disconnected Mobile Sales (iPad)
• Contact Center on Demand
• OPA Integration
• More Marketing and Sales Integration
Siebel 8.1 Innovation Pack
• Open UI – Browser Independence
• Siebel-InQuira Integration
• Social Loyalty and Marketing
• Enhanced MDM Survivorship & X-Ref
• Enterprise Data Quality & Governance
Oracle eBilling 6.1
• Integrated Self-Service
• WebCenter Portlet Support
• Device Independent
• Browser Experience
• Mobile Experience
• Synergy with Fusion Technology
CRM On Demand R20
• Mobile – Enhanced iSales and CRM Desktop
• Deeper Life Sciences
• Enhanced Insurance, Financial Service and
Automotive
• More Integrated Marketing
• Hosted Code (PaaS)
Oracle Fusion Applications 11g
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Siebel CRM Optimized
with Oracle Technology
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Oracle Fusion Middleware Value to Siebel Customers
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Oracle Stack Optimization Value to Siebel Customers
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The New Standard for Innovation Complete Applications Platform That Adapts to Your Business
The New Standard for Work
Complete User Experience That Shows What You Need to Know or Do
The New Standard for Adoption
Complete choice of options, from cloud to device and suite to module
Oracle Fusion Applications The New Standard for Business
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Oracle Fusion
Financial Management Oracle Fusion
Human Capital Management
Oracle Fusion
Supply Chain Management
Oracle Fusion
Project Portfolio Management
Oracle Fusion
Customer Relationship Management
Oracle Fusion
Governance, Risk & Compliance
Fusion Applications 11g The New Standard for Business
Oracle Fusion
Procurement
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Co-Existence Solutions Extend Your Business Value with Fusion Apps
CRM
SCM
HCM
PPM
Procurement
Financials
E-B
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Fu
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Siebel CRM
Hyperion Fusion GRC Fusion Accounting Hub
Fusion Shared-Service
Procurement
Fusion Talent
Management Cloud
Fusion Incentive
Compensation
Primavera
Fusion CRM Cloud
CRM On Demand
Fusion Distributed Order Orchestration
Agile PLM Value Chain Planning &
Execution Fusion Product
Hub
Fusion Project Portfolio
Management
ATG Commerce
Fusion HCM
Cloud
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Applications Unlimited
Fusion Middleware
New Applications
Complete Choice
Applications Unlimited
Commitment to ongoing
enhancements & support of
Oracle Apps
Lifetime Support
The most comprehensive
support policy available
Co-Existence
Apps designed to add value
& work with your existing
investments
Years from Release G/A
0 5 8
Premier
Extended
Sustaining