Uniting Business and Technology www.cdgroup.com

Oracle’s Siebel CRM On Demand and Integration to EBS

Pam DavisMelissa Wangberg

Oracle’s Siebel CRM On Demand and Integration to EBS

Pam DavisMelissa Wangberg

Growth and the CustomerGrowth and the Customer

IndustryAverage

LoyaltyLeader

RetailFood

5%

10%

15%

25%

30%

0%

20%

RentalCars

Motor-cycles

LuxuryAutos

CreditCards

Airlines Insurance MutualFunds

8%

14%

17%

30%

5%

18%

5%

30%

18%

26%

13%

3%

6%

24%

30%

5%

Source: Bain Consulting (Frederick Reichheld, “The Loyalty Effect,” Harvard Business School Press).Source: Bain Consulting (Frederick Reichheld, “The Loyalty Effect,” Harvard Business School Press).

Customer loyalty leaders’ growth rates vs. industry averages

Why it Pays to be Customer Centric

The ProblemThe Problem

The SolutionThe Solution

5

Easy to UseEasy to Use

360 Degree 360 Degree Customer ViewCustomer View

Pipeline Visibility Pipeline Visibility and Business and Business TrendingTrending

Performance DashboardsHistorical Trend Analysis

Prebuilt IntegrationComplete customer history

(quotes, orders, assets, SRs)

Sales Coaching and AssessmentVirtual Call CenterEmail Marketing

Collaborative Web Collaborative Web 2.0 Features2.0 Features

Sticky Notes & Message CenterWidgets & RSS Feeds

Siebel CRM On Demand

Uniting Business and Technology www.cdgroup.com

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“We think OnDemand is going to be increasingly important. We think the

Oracle CRM OnDemand products are improving at a very, very rapid

rate, and we intend to invest in them heavily.”

Larry EllisonCEO

8

Oracle CRM On Demand – Rapid InnovationOracle CRM On Demand – Rapid Innovation

Release 3• Offline• Outlook

Sync• Partners &

Competitors

Release 2• Attachments• Advanced

Import

Release 1

• Sales• Marketing• Service • Analytics

Release 5•Web Services enablement

Release 7• Call Center

On Demand

Release 9• Branding• Lotus

Notes integration

Release 4• Outlook Email

Integration• Products &

Assets• Globalization

Release 6• Industry Editions• Sales Process

Coach• Desktop

integration

Release 8• Advanced

Calendar• Group

Sharing• Segmentation

Wizard

Release 10• Custom Tabs

& Tables• Multiple sales

processes• Intelligent

scripting• Data mgmt

Delivering value faster than other on demand solutions

Release 11• Email

campaigns• Forecasting

multi-currency rollups

Release 12• Analytics

enhancements• Forecast

visibility

Release 14• Next-generation

usability • Advanced

customization and administration

• Enterprise integration

• Expanded CRM2003

2004

2005

2006

2007

2008

Release 15• Collaborative features• Widgets/RSS feeds

Release 13• Prebuilt

integration to Oracle EBS

Real Results Customer ResultsReal Results Customer Results

30% increase in customer satisfaction

Doubled profits in two years

$31 million savings in call center costs

32% increase in new retail checking customers

25% decrease in cost per call

65% decrease in order-processing time

20% increase in call-handling speed

14% increase in cross-sell revenue

Siebel CRM On DemandSiebel CRM On Demand

Industry Leading Hosting ServicesIndustry Leading Hosting Services

Oracle Hosting• AFCOM and Network World – Data

Center of the Year 2005

• Operations based on industry – standard frameworks and certified by SAS70

• Over 500 Enterprise customers with most rigorous requirements

• Automatic upgrade and maintenance

Benefits• Single vendor commitment

• Operational excellence

• Responsiveness

• Investment in future services

Boost Sales Productivity and EffectivenessBoost Sales Productivity and Effectiveness

• Automatic lead qualification

• Two-tier lead management

• Sales process coaching

• Automatic opportunity assessments

• Triangulated forecasting

Easy to replicate the success of your best salespeople

Features

Benefits

• Increases lead quality and conversion

• Close more deals, more quickly

• Improves sales effectiveness

Improved Pipeline VisibilityImproved Pipeline Visibility

Increased Marketing EffectivenessIncreased Marketing Effectiveness

• Comprehensive campaign execution and analysis features

• Embedded email marketing

• Create targeted, personalized campaigns

Execute Campaign

Create Targeted Campaign

Assign Leads for Follow-up

Segment Customers

Import Prospect

List

Analyze Campaigns

Features

Benefits

• Turnkey marketing solution saves time, increases productivity

• Improves marketing campaign effectiveness

• Powerful analytics enables focus on highest impact campaigns

Customer Insight Through AnalyticsCustomer Insight Through Analytics

• Pre-built dashboards that analyze customer value, profitability, loyalty

• Customer trend reporting• Intuitive report designer to build custom analysis

Features

Benefits• Know who your most important

customers are• Proactively address vital customer

issues• Strengthen loyalty through better

responsiveness

Financial Services

Referral/lead managementHousehold/contact management

Financial profiling and portfolio trackingCustomer analysis

Life Sciences

Medical education/events managementComplex relationship management

Medical field sales planning and forecasting

High Tech

Asset management Marketing fund management

Account, contact, & opportunity mgmtQuota management

Automotive

Dealer profilingVehicle & dealer service management

Retail and Fleet opportunity management

Pre-built Industry Solutions

Instant Value Integration with Oracle E-Business Suite

Instant Value Integration with Oracle E-Business Suite

Tools for CollaborationTools for Collaboration

The Next Generation Mobile ApplicationThe Next Generation Mobile Application

Supports: Blackberry

• Lookup/Call a Contact • Jot Down Notes• Get Directions

• Check Schedule• Create New Appointments• Assign Tasks & Follow-up

• Check To-Do’s• Add Call Notes• Manage Opportunities

Headed to Meeting

After Meeting

Through-out Day

Mobile Sales Assistant Application• Simple, Intuitive, Task Focused App to Increase Sales Rep

Productivity While On the Go

Productivity & Collaboration– Directions/Routing Capabilities– Auto-Prompt Reminders for Tasks– Team and Customer Contacts Collaboration– Recent Items & Draft Bench

Email Marketing On DemandEmail Marketing On Demand

• Achieve more rapid ROI with embedded best practices

• Gain real-time visibility into e-mail marketing performance

• Supports the entire e-mail marketing process

• Create lasting and profitable customer relationships

• Achieve higher response rates, lower opt-out rates, and higher conversion rates

• Synchronize e-mail efforts with other marketing communications

Increase Customer Satisfaction and LoyaltyCall Center On Demand

Increase Customer Satisfaction and LoyaltyCall Center On Demand

• 360° customer view

• Centralized knowledgebase

• Call scripting

• Real-time service optimization with analytics

• Customer satisfaction surveys

Easy to use service solution increases customer

satisfaction and loyalty

Features

• More personalized, consistent service

• First call resolution

• Reduced training costs

Benefits

22

Announcing Oracle CRM On DemandRelease 15

Announcing Oracle CRM On DemandRelease 15

• Sticky Notes & Message Center

• Widgets

• RSS feeds

• Action Bar enhancements

• Customizable dashboards

FeaturesFeatures

BenefitsBenefits

• Drive collaboration among users

• Bring the best of the Web to CRM to increase productivity

• Access CRM where users want it: in the application, on portals, on the desktop

• Unparalleled ease of use

CD Group, Inc.CD Group, Inc.

We offer the optimal blend of business insights and technology expertise

Business Consulting Technology ImplementationPlanning

• Profitability Solutions• Financial Analysis and

Business Case Development

• Requirements Definition and Software Selection

• Change Readiness and Change Management

• Process Engineering• Improved Decision Making

• 16 years of experience• Expertise in 4 classes of

software:–ERP, BI,CRM and E-Business

• Expertise with 2 ERP systems:–JD Edwards and Oracle EBS

• Expertise in technology platforms –Oracle, Microsoft, IBM

• Full range of employee-based Delivery services

• Customer-centric and quality- centric

We understand and respect that Information Technology is an enabler and not a solution unto itself.