APRIMO SERVICE TO SALES SOLUTION OVERVIEW(UPDATED TO THE APRIMO SERVICE TO SALES 3.1 STANDARD)

• Who is Teradata (Aprimo)• What is Aprimo Service to Sales• How it could work at HP• What’s in it for Salesforce• Next Steps

AGENDA

Aprimo’s vision is shaping the market

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Marketing Resource Management January 2012

CRM Multichannel Campaign Management

May 2011

Integrated Marketing Management October 2011

Healthcare Insurance Life Sciences

Manufacturing Media/Entertainment Retail

Services Technology Telecom

Aprimo® - Blue Chip CustomersEducation Financial ServicesConsumer Goods

Many Joint Customers at the Enterprise Level

> 7,000 subscribers

> 40,000subscribers

> 15,000 subscribers

> 5,000 subscribers

Aprimo Service to Sales is an ISVForce Product which integrates with existing touchpoints

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Business Users(Browser)

Aprimo Service to Sales

Customer Touchpoints

Utilizes existing touchpoint applications to display messages.

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Social Customer Profile

Employee Social

Networks

Customer & Product Social Networks

Aprimo Service to Sales helps connect large databases like Product Systems to the Service and Sales Cloud

Listen & Engage

ConsumerMobileApps

Collaborate

Customer Service

SocialShoppping

StoreOperations

Marketing & Loyalty

Supply Chain/Financials

SuppliersFranchisees

SocialClienteling

Teradata or other Database

Customers

• Receive the right message at the right time for the most optimal results.

To help you to drive “real-time” to all your channels

Business Users

• Easily control flow and logic• Offers from all parties in the mix• Identify influencing factors

Marketing

• Achieves increased ROI• Builds advocacy / brand loyalty• Streamline messaging

Team Leaders

• Centralised Control of Logic• Match Skills to Situation

Determine influence,Build advocacy.Millions of adults have

2+ internet devices

Mobile, Apps

Web, Socialand Email

CallCenter

Sales Meeting

Real-time interactions

Match Offers, customers with appropriately skilled teams

Real-time interactions

Increase lift, reduce churn

Drive OfferAcceptance

Deliver DynamicContent

Branch

IP TV

Reduce CostsOf Training

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Use case at HP• As user surfs website• Aprimo Service to Sales records what they own and what could be good cross-sell upsell opportunities.

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• Aprimo Service to Sales users predictive analytics to determine best product cross sales

• Sent to Salesforce through Custom Object.

Aprimo Service to Sales offers Salesforce IntegrationAlerts and Offers Relevant to SFDC Objects

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Teradata “Sales to Service”Configurable SFDC Agent Scripts drive Optimal Interaction

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Real-Time Offer HistoryResponses logged in both Aprimo Service to Sales and SFDC

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What’s in it for Salesforce Reps

• ISVForce Product – Pulls $75k and up for AVC on Salesforce Rep Quota.

• Helps bridge Saleforce (Service Cloud and Sales Cloud) with offline data from repositories like Oracle or Teradata Product Information Systems.

• Presently running two sales cycles with Salesforce Field Reps:• Royal Bank of Canada• Office Depot

• Helps pull:• Sales Cloud• Service Cloud• Marketing Cloud• Chatter

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A process for building customer-centric multi-channel relationships

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This process needs a conceptual data architecture to be effective

Workflow & Rules

Plan & Spend

Assets & Offers

Source Data

Product/SKU

Sales/POS/

Franchise

Inventory

Supplier

Promotional/Loyalty Data

Strategic Insight, Marketing & Execution Processes Seamless CustomerEngagement

CallCenter

ATM/ Kiosk

Email

Mobile

Channels Customers

Sales

Customers

Partners

Social Media

WebDigitalMarketing Leads

CampaignAutomation

Integrated Data

Warehouse

MiningModeling

Reporting Trending

ProfilingSegmenting

Big Data Discovery Platform

Pre-engineeredCustomer-centric

Data ManagementAssets

Big Data

Multi-Channel Campaign Management

Marketing Operations

Marketing Analytics

Marketing Execution

Fatigue OptimizationPersonalized

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Next Steps

• Demo of Aprimo Service to Sales

• Meet with HP Rep – Bill Heitner

• See how we might work together at HP

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APPENDIX

What, exactly, is Aprimo Service to Sales?

Scalable, sophisticated inbound engine• The ability to perform hundreds of thousands of intelligent interactions

per hourAdvanced Self-Learning

• “High Definition” models learn across multiple responses and impacts of a message, shares findings with business users

Open, Modern Architecture• Browser-based configuration minimizes the need for custom coding• Hadoop Data Store

Learn relentlessly across all inbound interactions Instantly track and trend influencing factors against a deep, rich,

and unified contact history Easily scale to include new channels

Integrate Anywhere• Any system or platform capable of processing an http request can

interface directly with Aprimo Service to Sales

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There’s a simple interface for message development and management

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With “coding free” conditional rules definition

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The 3rd-Party Profile Service allows you to obtain information from external sources

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Behavioral & Contextual

Contextual Data• Site

Categories & Tags

3rd Party / Cookie Data

Appended Data• Master-data• Age• Gender• Marital

Status• Homeowner /

Renter status• Household

income• Presence of

children

1st Party Data

Customer ID’s• Profile ID• Visit IDCustomer Status• Balance• Products

owned• Most recent

transaction• Average

purchase• Program

enrollment status

• Contact information

• Device/Channel preference

• Etc.

IP Based Data

HTTP / IP based data• Geography• Bandwidth• Time of Day• Day of Week• Domain &

type• Browser • O/S• ISP

Zip-based Demographics• Demo Cluster• Rent/Own• Median

Income• Education

Level

Referrer Data• Keyword

searched• Search engine• Referring URL• Pages visited

Return Visitor Data• Page visits• Applications /

Transactions started

• Interest

Data Collectors • WebTrends

(for Tag data)• Celebrus(“Tagless” data)

Likelihood

Interaction Length

Business Value

And self-learning reporting

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1. Administrator connects to Aprimo Service to Sales Admin UI and defines the messages to be displayed by the company’s web site.

2. A user calls one of the company’s 800 numbers and is connected to an agent. This triggers a real-time call to Aprimo Service to Sales and prepares the agent session with the users current information.

3. As the agent collects information regarding the call and/or navigates from page to page in CRM, real-time calls are repeatedly made to Aprimo Service to Sales to retrieve the best messages based on the current context.

4. The CRM then integrates the messages into the web page (shows text, retrieved images etc..) and returns the page to the agent.

SFDC

Aprimo Service to Sales

Aprimo Service to Sales integration architecture

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“Injecting” inbound leads into Teradata-driven outbound dialogues

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