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Differentiate Your Organization with Siebel 8.1.1Complete CRM

Agenda

How your customers’ behavior has changedWhat you can do to differentiateAnnouncing Siebel 8.1.1 - Complete CRM

What you can leverage in Siebel 8.1.1Announcing Oracle Gadgets

Why Oracle CRM

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.

Our Changing World

Today’s Environment is Challenging

“81,312 Homes Lost to Foreclosure…”

“Lumber Industry Threatened by Glut of

Unsold Homes”

“Corporate Job Cut

Announcements Jump”“Layoffs Move Up Ladder to Middle Management”

“US Stocks Drop as Recession Fears Build”

“Risk of Long and Deep

Recession Looming Large”

“Chinese Economy Shows Signs of Vulnerability”

“Recession’s Dark Cloud Looms Over Corporate

Earnings-Reporting Season”

“Fears of a Deep Eurozone

Recession” “GDP Expected to Show Contraction”

“There's absolutely a benefit in making changes during a downturn. As one of our vendors said:

‘A downturn is a terrible thing to waste.’ It's easier for everyone to understand the need for the change when things are tough and the risks are lower.”

- Frank Blake, CEO Home Depot in WSJ – June 5th, 2008

A Permanent Shift in Consumer Behavior

The Evolution of CRM

EngageAnalyze

1990’s 2000’s 2010’s

Transact

Call CenterOnline Field Sales Branch Office

Transact Across All ChannelsMulti-Channel CRM

Mobile Community

Analyze the Data Collected & Drive InsightBoth Real Time and Historical

Engage Customers & Users

Source: HBS Social Media Report March 2008, Edelman Customer Index Report 2008

•• The Internet accounts for only 10% of total sales, while Social The Internet accounts for only 10% of total sales, while Social Networks Networks influence > 40% of all offline salesinfluence > 40% of all offline sales

•• 76% rate a 76% rate a ‘‘person like themselvesperson like themselves’’ as the most credible spokesperson as the most credible spokesperson for a company while only 29% rate the CEOfor a company while only 29% rate the CEO

•• 85% of current college and university students have a 85% of current college and university students have a FacebookFacebook profileprofile

Complete CRM

Complete CRM delivers three capabilities:

1.Transact – manage process flows and information around the core business functions of Sales, Marketing, Service and Loyalty Management.

2.Analyze – gain insight from the data collected as a result of your transactional activities to set strategy and direction.

3.Engage – foster collaboration between customers, employees & partners while automatically feeding necessary information to the transactional & analytical systems.

Who Has Complete CRMWith Siebel 8.1.1

Different Industries, Different Distribution Models

Public Sector

Communications TravelRetail

High Tech Engineering &Construction

ProfessionalServices

Oracle Announces

CRM

Announcing Oracle CRM Gadgetsfor Siebel CRM & Oracle CRM On Demand

Engage your users with seamless and easy customer information access

•Precise information when you need it -provides CRM users with critical customer information on their desktop

•Delivers rich insights – mashes up content from enterprise apps & data sources across the Web

•Protect your vital customer information –Provides a highly secure solution via an open & scalable platform

* Supports Siebel CRM 7.7 > and Oracle CRM On Demand** Supports Siebel CRM 7.7 >

1. My Contacts: Search and interact with contacts via email or phone*

2. Top Accounts: Mash-up CRM plus Web information on most important accounts*

3. Top Deals: Real-time insight on status of current sales opportunities*

4. Search: Desktop-based search tool for CRM application**

5. Quota: Real-time information on pipeline, quarterly target, and quota achieved**

5 New Gadgets Support User Requirements with Innovative Oracle Technology

Self-Service

• Communications E-Commerce

• Public Sector online case management applications

• Retail & Airline loyalty management

Customer Loyalty

• Complete loyalty management solution

• Personalized, relevant customer promotions

• Comprehensive point promotion and redemption

Deep Industry

• Comprehensive E-Commerce solution

• Enhanced online customer self-service solution

• Uses Fusion Middleware for flexible architecture

Announcing Siebel 8.1.1Complete CRM

Where We Invested in Siebel 8.1.1

Loyalty – the Fourth Pillar of CRMEssential Customer Context for the Moments of Truth

Call Center

BI

MDM

Order Management

PRM

Field Service

Bob SmithfieldSmall Business OwnerOwns 20 desktopsGold Customer

Elaine BellCustomer for 10 yearsElite StatusLikes vegetarian meals

Barb Johnson300K/ Year FlyerNew Program MemberDoes everything by phone

Ashley ThomasRecruited Dana & JaneHighly responsive to offersLoves Shoes

Complete CRM

Complete CRM for the Current EnvironmentDifferentiate from your competition• Generate the best possible leads: Market differently • More accurately identify & forecast opportunities: Sell

differently – Targeting • Go where your customers are: Sell differently – E-

Commerce• Help customers help themselves: Service differently• Incent your customers to keep buying: Nurture

relationships differently

Marketing – Generate the Best Possible Leads

““In a recession, the 80/20 rule is replaced by the 95/5 rule. ItIn a recession, the 80/20 rule is replaced by the 95/5 rule. It’’s s time to redouble marketing efforts with the best customers.time to redouble marketing efforts with the best customers.””Chris Koch, Associate Director of Research - IT Services Marketing Association

Market DifferentlyWhat’s New in Marketing

Drive better results that are measureableand cost-effective

•Deliver relevant, right-time communications – execute automated, real-time and triggered dialogues

•Engage customers online more effectively – reach customers via cost-effective channels with impactful online campaigns

•Capture, act-on and convert more leads – automate response capture, lead scoring, nurturing and conversion

CRM

25

Communicate

• Easier, faster email design and execution

• Enhanced web landing pages/web surveys

• Advanced system manageability

Engage

• Enhanced lead & response capture

• Rules frameworkfor lead scoring & escalation

• Enhanced end-to-end lead management process

Convert

• Real-time triggered campaigns

• Automated multi-stage execution

• Inferred response analysis • Auto creation of leads and

activities

Market DifferentlyWhat’s New in Marketing - Features

Sales – More Accurately Identify & Forecast Opportunities

““90 percent of deals close as forecast less than 75 percent of 90 percent of deals close as forecast less than 75 percent of the time; and 55% close as forecast less than half the time.the time; and 55% close as forecast less than half the time.””CSO Insights

Sell Differently - TargetingWhat’s New in Sales

Drive sales certainty with insight and collaboration

•Forecast more accurately for predictable results – utilize enhanced forecasting capability to exactly mirror your organization, no matter how complex

•Improve prospecting yield– tighten interactions with marketing, utilizing advanced tools to quickly action leads

•Collaborate more effectively with partners – give brand owners better visibility into channels and help them execute on joint deals/opportunities

CRM

Forecast

• Enhanced “lead qualifier” UI with explicit lead conversion and rejection

• Expanded data import• Lead channel selection and

lead scoring rules

Prospect

• Deal registration enhancements for brand owner-partner collaboration

• Increased channel deal visibility

• Pricing authorization capabilities

Collaborate

• Customer adaptive forecasting for matrixedorganizations

• Ad-hoc revenue line item forecasting

• Increased reporting and viewing flexibility

Sell Differently - TargetingWhat’s New in Sales - Features

E-Commerce – Go Where Your Customers Are

““Transaction costs on the Internet are but a fraction of what Transaction costs on the Internet are but a fraction of what they would be offline.they would be offline.””Erik Brynjolfsson, Professor – MIT Sloan School of Management

Sell DifferentlyWhat’s New in E-Commerce

Extend CRM to where your customers congregate with integrated storefronts

•Enable personalized sales experiences – integrate commerce capabilities with customer insight and communities

•Respond to business needs – quickly manage promotions, product content, & price changes across channels

•Close more sales – enable customers to easily move across channels and assist purchasing to increase conversion rates & order size

CRM

•31

Personalize

• Dynamic catalog• Promotion management• Content management

integration• Flexible SOA-based

composite application

Respond

• Recommend based on lifetime behavior

• Sell related products• Cross-channel cart

collaboration• Advanced chat

Close

• Personalized offers• Loyalty management• Configurable products• Asset based ordering• User generated content• Site management

Replace

Sell DifferentlyWhat’s New in E-Commerce - Features

Self-Service – Help Customers Help Themselves

“The Web is rapidly emerging as the selfThe Web is rapidly emerging as the self--service channel of service channel of choice as a result of growing broadband penetration and the choice as a result of growing broadband penetration and the lowlow--cost of the Web channel for companies and customers cost of the Web channel for companies and customers alike.alike.””Self-Service Strategies Report, 2007

Service DifferentlyWhat’s New in Service

Tailor interactions to deliver the ultimate service experience

•Empower customers & strengthen relationships – offer a rich, dynamic experience customers will prefer to calling

•Resolve issues rapidly - proactively offer intent-based solutions with advanced online support tools

•Reduce service costs – direct inquiries to the most cost-effective channels

CRM

Empower

• Multi-channel integration• Advanced chat• Proactive URL push• Integrated E-Commerce , E-

Support• Public Sector Adobe Form

case intake integration

Resolve

• Collaborative service requests• Advanced search functionality• Intent-based solutions &

responses• Integrated knowledge

management

Reduce Cost

• New UI (increases adoption & ease of use)

• Complete account management

• Integration ready for ratings, reviews, discussion forums

• Companion E-Billing

Service DifferentlyWhat’s New in Service - Features

Loyalty - Incent Your Customers to Keep Buying

““In industry after industry, loyalty leaders are growing at more than twice the rate of their competitors.”Fred Reichheld - Author, The Ultimate Question

Increase the duration & value of your most valuable customer relationships

•Incent customers differently – deliver differentiated & innovative programs that drive behavior and build value

•Deliver great experiences across channels – consistently recognize, support and reward customers based on value at every touchpoint and in real-time

•Adapt quickly and cost-effectively to improve competitive advantage –leverage best practice processes and accelerate rollout of partners & offerings

CRM

Nurture Relationships DifferentlyWhat’s New in Loyalty

Incent

• Real-time rewards and recognition across channels

• Pre-built member care processes

• Rapid service recovery

• Loyalty event triggered communications

Engage

• End-to-end automation of complex loyalty processes

• Complete partnership management capabilities

• SOA enabled web services for application integration

Adapt

• Personalized multi-currency redemption pricing

• Flexible incentive choices

• Tailored corporate-employee joint rewards

• Tighter integration with Marketing to deliver targeted promotions

Nurture Relationships DifferentlyWhat’s New in Loyalty - Features

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Industry Applications

CRM Investments for Deep Industry

TelecomIntegrated

Multi-channel E-Commerce

Multi-channel Customer Service

Self Service Billing

Presentment

RetailIntegrated

Loyalty Management

Multi-channel Order

Management

Integrated Multi-channel E-Commerce

TransportIntegrated

Loyalty Management

Personalized Marketing

Public SectorOnline

Application Management

Integrated Case Processing

Application Data & Forms

Integration

Other Ind.Integrated

Multi-channel E-Commerce

Optimized Sales & PRM Solutions

Multi-channel Customer Service

Integrated CRM

Travel & Trans

Public Sector

Life Sciences

Insurance & HealthEnergyChemicalsAuto Aero &

DefenseEducation &

Research

Engineering &

Construction

IndustrialMfg

Logistics Service

Providers

Natural Resources Oil & Gas Professional

Services Utilities

Interact DifferentlyWhat’s New in Communications

CRM

Deliver customer centric processes and harmonized front/back-office integration

•Simplify the customer experience - deploy industry specific guided ordering flow and multi-channel customer support

•Streamline customer operations - manage customers with single interface for orders, billing & service and automate mass updates

•Prevent customer churn - meter customer behavior and trigger automated campaigns and loyalty actions

Sell and Service DifferentlyWhat’s New in Retail

CRM

Enable cross channel sales and service for new growth and efficiency gains

•Fuel efficient growth – increase revenue through personalized cross channel guided selling of products and services

•Service consistently – provide seamless self-service and agent-assisted sales and support across channels

•Maximize loyalty – monitor customer behavior and trigger targeted reward and recognition programs

Serve DifferentlyWhat’s New in Public Sector

CRM

Empower end users with streamlined self-service solutions for government

•Automate application intake – end-to-end data and Adobe forms integration

•Improve accuracy & avoid redundancy –instantly match applicants with Siebel contacts

•Reduce case processing costs and time –enable case workers to efficiently review and approve cases

Interact DifferentlyWhat’s New in Life Sciences

Enable personalized message delivery, usability and compliance

•Reach more customers – personalize content delivery tailoring messages for specific customer segments

•Ensure samples compliance – monitor and manage samples disbursement from sales to replenishment

•Improved Usability – enhanced usability features for contact and account pre-call, call planning, scheduling and execution

CRM

Reward DifferentlyWhat’s New in Travel & Transportation

Run dynamic, differentiated loyalty programs to drive strategic customer initiatives

•Increase program innovation - target and drive member behavior profitably

•Reduce loyalty program costs - streamline without of the box deep automation of complex processes

•Increase speed-to-market – rapidly respond to competition and changing customer preferences CRM

Strongest Investment in R&D

• 20 enhanced modules• 113 new features • 72 enhancements• 9,000 person days invested• More than 3 million lines of code

New & Enhanced Siebel 8.1.1 FeaturesSales

–Improved global accounts UI–Enhanced forecasting–Enhanced reporting and search

Marketing–Enhanced lead management–Enhanced email & Web marketing–Enhanced campaign & dialogue mgmt.

Self-Service–Improved registration & user management–Enhanced service request management–Comprehensive knowledge management

Loyalty–Enhanced accrual management–Improved employee-corporate joint rewards–Enhanced partner management

E-Commerce–Context-aware navigation–Centralized sales product catalog &

comprehensive knowledge management–Integration with Real Time Decisioning Partner Relationship Management–Deal registration–Special pricing authorization–Enhanced partner visibility

Customer Order Management–Product configurator sequencing–Dynamic pricing enablement–Comprehensive deal managementCommunications, Media & Energy–Location-based product eligibility–New guided flows for service activation–Enhanced billing preferences flexibilityFinancial Services–New product group visibilityLife Sciences–Enhanced sample compliance & accountability–Personalized Content Delivery (PCD)Public Sector–Enhanced self-service forms administration–Improved verification templates–Enhanced benefits managementCross-Application–New BI Publisher–Enhanced data management & data quality–Improved & highly integrated Chat feature–Increased language support for WW deployments

(official language packs for Polish & Russian)

Note: This is a partial list of new and enhanced Siebel 8.1.1 features

Siebel 8.1.1 Key Takeaways

Proof of Oracle Applications Unlimited – #1 leadershipMulti-Channel CRM with World-Class Web ChannelLoyalty is the Fourth Pillar of CRM

Siebel CRM Oracle Social CRMOracle CRM On Demand

Oracle CRM Solutions – Complete CRMTransact, Analyze, and Engage

Integration (AIA)

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Why Oracle CRM

Why Oracle CRM

LeadershipInnovationValueLeverageDecreasing TCOExperience

Leadership

Source: Gartner Magic Quadrants, Forrester Waves 2008

CRM Customer Service Contact Centers

Field Service Management

Sales Force Automation

Master Data ManagementFor Customer Data

Leader in 2008 Gartner Magic Quadrants

Enterprise CRM Suites

Midmarket CRM Suites

Sales Force Management

Customer Service Software

Leader in 2008 Forrester Waves

Enterprise Marketing

Copyright 2008 Oracle. Confidential, all rights reserved.

Oracle Sales Library

Oracle Deal ManagementOracle Sales Campaigns

Oracle Sales Prospector

Innovation

Increase IT insight & reduce resolution times w/ integrated mgmt

Insight provided within the context of operational systems

SearchSecure search for private,

unstructured enterprise dataEasy, intuitive end user reports

built from any data source

Consolidate andleverage master data

Reduced TCO through sustainable integrations

ValueLeveraging Oracle’s Technology Strengths to Enhance Siebel CRM

Role-Based Analytics XML Reporting

Integration

Search

Enterprise ManagerMaster Data Management

Applications Unlimited Customer Driven Enhancements

Upgrade path to Fusion Applications

Application Integration ArchitectureIntegrated Best in Class Industry Business

Processes

Fusion ApplicationsThe Next Generation

ORACLE FUSION MIDDLEWARE

LeverageOracle Provides a Path to the Future

Decreasing TCOre

duce

d co

sts

Siebel CRM

7.7/7.8 to 8.1

73¢

57¢

49¢

7.5 to 8.1 7.0 to 8.1

Experience

Media

Communications Financial Svcs Manufacturing Automotive High Tech

Ins / Healthcare Life Sciences Consumer/Retail Public SectorMedia

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Why Oracle

Why Oracle

Financial StabilityApproach to Open ApplicationsIntegration Ready ApplicationsApplication Design PhilosophyVision for Social ApplicationsUser Experience Philosophy

59

•• Bell weather performance in the technology industryBell weather performance in the technology industry•• A diverse customer base A diverse customer base -- over 400,000 companiesover 400,000 companies•• A balanced portfolio of assets A balanced portfolio of assets •• Experienced financial leadership team managing realExperienced financial leadership team managing real--time time

results using our own best of breed softwareresults using our own best of breed software•• Robust financing mechanisms for customersRobust financing mechanisms for customers

"My feeling is we are better positioned than our peers, the other software companies, to do well in tough times." - Larry Ellison, Oracle's annual shareholders meeting - October 2008

Financial Stability

60

•• Usability = UtilityUsability = Utility……Drive continuous usability improvementsDrive continuous usability improvements•• Focus on the small things users do most often Focus on the small things users do most often •• Solve for the complete business process, not just CRMSolve for the complete business process, not just CRM•• Do not build where integration makes more sense for ou Do not build where integration makes more sense for ou

customerscustomers•• Drive agility by porting relevant BDrive agility by porting relevant B--toto--C & CC & C--toto--C tech to BC tech to B--toto--BB

“Business users follow a simple paradigm. If they like an application and it is effective they use it more. If they don’t, they do the bare minimum.”- Dipock Das, Senior Director, CRM Innovation

Application Design Philosophy

61

•• Continuously increase the value of customer investments Continuously increase the value of customer investments through greater opennessthrough greater openness

•• Drive all applications to carefully chosen set of open standardsDrive all applications to carefully chosen set of open standardsselect based on their ROI to our customersselect based on their ROI to our customers

•• Leverage our integration expertise to feed and propose new Leverage our integration expertise to feed and propose new standardsstandards

•• Contribute prominently through innovation to set future standardContribute prominently through innovation to set future standardss

“In the process of piping together existing and acquired world-class applications, Oracle has created an incredible competency for refactoring applications to open standards making best of breed actually possible.”- George Jacob, Group VP, CRM Applications

Approach to Open Applications

62

•• Provide continuous integration for all applications regardless oProvide continuous integration for all applications regardless of f version by leveraging a common data model version by leveraging a common data model

•• Enable interoperability with the entire portfolio of Oracle Enable interoperability with the entire portfolio of Oracle applicationsapplications

•• Make IT a differentiator in a companyMake IT a differentiator in a company’’s ability to react to changes ability to react to change•• Speed Innovation by providing a common integration framework Speed Innovation by providing a common integration framework

across the enterprise & better leveraging existing assetsacross the enterprise & better leveraging existing assets

Integration Ready Applications“Our strategy is not just about pre-built integration for Oracle's portfolio of enterprise software, it extends to any product in your portfolio. We are enabling complete end-to-end connectivity to power all major business processes tailored by industry.”- Jose Lazares, VP Apps Development & Product Strategy

63

•• Encourage nonEncourage non--traditional bottomtraditional bottom--up business processesup business processes•• Enable users to increase their own and their teamEnable users to increase their own and their team’’s productivitys productivity•• Motivate users to exchange knowledge by using the social toolsMotivate users to exchange knowledge by using the social tools•• Feed structured systems of record with user interaction from Feed structured systems of record with user interaction from

unstructured, situationunstructured, situation--based collaborationbased collaboration

“The concept behind social applications is based on the reality that work is fundamentally a social endeavor. These next generation productivity applications reflect the way that people work - collaboratively and organically.”- Mark Woollen, VP, Social Products Strategy

Vision for Social Applications

64

•• Drive a customerDrive a customer--centric culture into the application designcentric culture into the application design•• User experience integrated throughout the business processUser experience integrated throughout the business process•• Increase interactivity between users to enhance productivityIncrease interactivity between users to enhance productivity•• Derive unique customer needs from a multiDerive unique customer needs from a multi--tiered logic, tiered logic,

emotion and appeal usability analysisemotion and appeal usability analysis

User Experience Philosophy

“CRM customers have been raving about our latest innovations – compelling user experiences, designed using the most complete set of user experience processes available, working hand-in-hand with customers, and backed by a world-class team of user experience experts.”- Jeremy Ashley,VP Applications User Experience

For More Information

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Appendix Slides

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Marketing Detail Slides

69

Market DifferentlyDeliver Relevant, Right-Time Communications

Real-Time Triggered Dialogues

• Open service interface for capturing external events

• Enhanced segmentation and contact governance rules

• Explicit and inferred response definitions

• Based on behavior changes using any data across the enterprise

• Improved measurement of campaign ROI

Auto Creation of Leads and Activities

• Dialogue prioritization workflow

• Defined as a step in end-to-end program design

• Accelerated lead conversion or nurturing

Advanced Response Analysis

70

Market DifferentlyEngage Customers Online More Effectively

Improved Email Marketing

• Prebuilt task based UI flows to create, test, and send email

• Enhanced email testing and job monitoring

• Prebuilt task based UI flows to design and deploy

• Reusable templatesWeb Forms and Surveys

• New web form/survey designer• Reusable library of questions• Auto-capture of survey responses

Web Landing Pads

71

Market DifferentlyCapture, Act-On, and Convert More Leads

Lead & Response Capture

• Powerful, flexible set of lead scoring, ranking, and routing rules across multiple channels

End-to-End Lead Management

• Out-of-the-box lead management objects, views, and workflows

• One-button convert to opportunity, lead reject, and retire processes

• Enhanced import of leads, responses, and customer lists

• Enhanced integration with data quality

Lead Scoring & Prioritization

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Sales Detail Slides

73

Sell DifferentlyForecast More Accurately

Customer Adaptive Forecasting

• Roll-up forecast across matrixed organizations

• Forecast roll-up hierarchy can be different from sales reporting hierarchy

• Add new revenue records to forecasts

• Included in forecast roll-ups and summaries

Oracle BI Publisher Integration

• Prebuilt reports for insight into pipeline

Ad-Hoc Line Item Forecasting

74

Sell DifferentlyImprove Prospecting Yield

Enhanced Lead Qualifier UI

• Built-in lead conversion, retirement, and rejection features

• Tailored views for streamlined lead qualification

• Contact, account, lead, survey response, & prospect import without IT dependency

• Import job scheduling

Accelerated Lead Qualification and Prioritization

• Powerful, flexible set of lead scoring, ranking, and routing rules across multiple channels

Expanded Data Import

75

Sell DifferentlyCollaborate More Effectively

Design Registration

• Visibility into channel design deals

• Reduced channel conflict

• Sample management• Integration with SPA

• Brand owner visibility into partner deals

• Reduced channel conflict• Configurable approval process

• Partner incentives to register deals

Special Pricing Authorization

• Efficient online SPA requests and claims• Configurable approval process• Robinson-Patman Act legal compliance check

Deal Registration

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ECommerce Detail Slides

77

Sell DifferentlyEnable Personalized Sales Experience

In Context Offers

• Real-time offers to up-sell/cross-sell

• Closed-loop, predictive analytics

• Related products

• Complex products• Promotions• Asset based orderingSite Management

• Multiple look & feel brands• Behavior configuration

Configuration

78

Sell DifferentlyRespond to Business Needs

Dynamic Catalog

• Rule-based product display

• Advanced pricing & promotions

• Manage once, deploy anywhere

• Catalog, eligibility, compatibility

• Pricing, promotion, configuration

SOA-Based Composite Application

• Easily extend and integrate to meet unique business requirements

Centralized Administration

79

Sell DifferentlyClose More Sales

Product Recommendations

• Up-sell and cross-sell based on browsing and purchasing history

• Integrated with Siebel Contact Center

• Web Page ‘Push’Cross Channel Collaboration

• Cart and checkout assistance

Advanced Chat

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Self-Service Detail Slides

81

• Interactive bill presentment• Billing analytics• Bill payment

Service DifferentlyEmpower Customers and Strengthen Relationships

Account Management

• Self-registration• Delegated B2B

administration• Integration with Siebel

account, contact, and user management functionalities

User Generated Content

• Discussion forums

E-Billing

82

Integrated Knowledge Management

• Proactively suggest before SR or chat

• View related solutions or documents

• Track recently viewed solutions

Service DifferentlyResolve Issues Rapidly

Collaborative Service Requests

• Service request submission and interaction management

• File attachment• Skill-based routing through Siebel Contact center

• Keyword and faceted product search

Advanced Search

83

Service DifferentlyReduce Service Costs

Multi-Channel Integration

• Chat• Email• Service request notes

• Customer account, active SR, recently viewed KM documents visible to agent

• Recorded chat sessions saved.

Proactive URL Push

• Robust co-browsing experience

Advanced Chat

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Loyalty Detail Slides

85

Nurture Relationships DifferentlyIncent Customers Differently

Innovative, Differentiated Rewards

• Flexible incentive choices

• Tailored corporate-employee joint reward schemes

• Support for variety of lifestyle rewards

• Multiple redemption price options

• Bid-driven redemption pricing

• Automated point loan

Advanced Integration with Marketing

• Enterprise data sources for promotion targeting• Improved loyalty program ROI and member

experience

Dynamic Redemption Pricing

86

Nurture Relationships DifferentlyDeliver Great Experiences Across Channels

Real-Time Reward & Recognition

• Highly scalable Loyalty Real-Time Engine

• In-Store Loyalty Engine

• Pre-configured member services

• Bulk member actions for rapid service recovery management

Loyalty event triggered communications

• Automated generation of member communication

• Fulfillment integration with Oracle BI Publisher and Siebel Email Marketing

Multi-Channel Member Care

87

Nurture Relationships DifferentlyAdapt Quickly and Cost Effectively

End-to-End Automation

• Member Enrollment• Accrual Management• Loyalty Partner

Management• Redemption

Management• Promotion

Management• Tier Management

• Flexible cross-industry program offerings

• Simplified partner billing controls and triggers

• Systemic cost management for joint promotions

Application Integration

• SOA enabled web services• Seamless integration with 3rd party applications

(retail PoS, web portals, kiosks)• Reduce TCO and speed multi-channel deployment

Complete Partnership Management