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Connect

With Other CRM Customers

With Oracle CRM Experts

With The Right CRM Sessions

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Suite CRM: An Overview to Oracle EBS CRM R12

Mark WoollenVice President, CRM Product Strategy

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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 Oracles products

remains at the sole discretion of Oracle.

Safe Harbor Statement

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Oracle At-a-Glance

Globally

#1 in Database

#1 in Supply Chain Mgmt#1 in Customer Relationship

Mgmt

#1 in Human Capital Mgmt#1 in Industries

- Retail

- Communications- Public Sector

- Professional Services

- Financial Services

275,000 total customers

220,000 database customers

30,000 applications customers

30,000 middleware customers

17,700 partners

56,000 employees

14,000 developers

7,000 support staff

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Agenda

1. Challenges in the Front Office

2. EBS 12 CRM Release Themes

3.The Solutions in EBS 12 CRM4. Apps Unlimited Why it Matters

5. Why Oracle is a Great Partner for You

6. CRM Roadmap

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EBS CRM Release 12

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EBS CRM R12 Footprint

360 Customer ViewCustomer Data Hub

Market Marketing

Trade Management Partner

Management

Order Order Management

iStoreAdvanced Pricing Configurator Quoting

Sell Field Sales

TeleSales Proposals Incentive Comp Sales For

Handhelds

Sales Contracts

Information ArchitectureContact Center On Demand*Daily Business Intelligence

Industry Solutions B2B Product Companies

Support & Service Customer Support

iSupport Help Desk* Case Management* TeleService Service Contracts

Field Service Depot Repair Interaction Center

*New Product

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EBS CRM Key Fit for Customers and Prospects

Excellent fit for Suite customersIntegrated footprint

Out of the box integration to backend

Single Data Model

Low Total Cost of OwnershipExpand and grow existing footprint

Modular applications, centralized setups

Leverage existing infrastructure

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Enhance

Usability

Provide

Cross-Suite

Value

Provide

Deeper

Industry

Flows

Key Release ThemesSolving Key Business Challenges and Adding Value

Extend

Customer

Capabilities

User Adoption Instant Industry Fit

Added Value from

your Partnership

with Oracle

Power for the

Integrated

Corporation

Lower TCO

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Enhance Usability -A New User Experience for R12Simplified user interface and business flows

Reduced pop-ups andduplicate screens

Re-designed and streamlinedentire workflows

Reduced the number of stepsto complete key tasks

Improved overall look & feel

and visual styleIncreased personalization

capabilities

Campaign ManagementCustomer SupportCollections & PaymentsLoan Management

Improved Workflow in Targeted AreasFinancial ConsolidationOnline Candidate RegistrationAbsence ManagementSalary Administration

Self-Service PurchasingSourcingSupplier CollaborationBusiness Intelligence

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Provide Deeper Industry Flows

Efficiently resolve issues at the customers convenience regardless ofgeographic location

Coordinate the delivery of all global services within a single system- Self-service & agent-assisted- On-site repair- In-house repair & refurbishment

Increase revenues while decreasing contact, research & execution costs

- Outsourced / 3rd party services- Internal issues (help desk)- Investigations (case mgmt)

Customer Support

Initiate service requests 24x7plus interact with service repsonline via new screens forinternal& externalcustomers

Case Management

Manage key activities related tocases / clients / involved partiesand securely share informationacross geographies or agencies

Field Service

Coordinate service deliveryacross time zones, scheduleoutsourced services globally,utilize digital maps to route reps

P id C S it V l

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Provide Cross-Suite ValueNew On-Demand Software Replaces Costly Contact Center Infrastructur

Contact OnDemandPlatform

Customers

PSTN/

VoIPCTI, ACD, IVR

CTI link

Recording

Monitoring

Contact OnDemand

PSTN

VoIP

PSTN

Agents

COD

Client

URLPush

Agent Desktop

COD

AdapterforEBS

DirectCTI

Integration

BasicSDK

Contact

Center

SR Form,

TeleSales,

Collections

Message Transport

COD Web Server

COD Web Service Interface

Low cost andsecure entry into

CTI

Lower Total Cost of

Ownership (TCO) Flexibility

Add new offices,business units and

users Extend to

outsourced call

centers

Extend existing

Oracle deployments

Use existingtelephone assets

Business continuity

/ Disaster recovery

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Extend Customer Capabilities

Instant-Value Integrations first EBS CRM toContact Center On-Demand will be first available

New Versions of All Product Lines thisrelease and more to come

Applications Unlimited ability to stay on theEBS platform migrate when and if you chooseto

http://www.portal.com/http://www.iflexsolutions.com/iflex/home/default.aspx

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Lower Total Cost of Ownership - R12 Data HubsProvide a unified view ofcustomer data

Synchronize datain near real-time*

Protect and share informationassets across all systems

Apply a Standardized OpenIntegration Platform

Standardize, cleanseand enrich data

Support key interactions

OrdersContracts

Service history

Leverage pre-builtanalytics

Also New or Enhanced in R12

Object-based Trading CommunityArchitecture simplifies integration*

More Data Quality ManagementReports

Siebel SAP

LegacyBroadvision

Customers,

Suppliers,

Products,

Customers,

Suppliers,

Products,

*New in R12

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R12 Product Highlights

EBS CRM R12 F t i t

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EBS CRM R12 Footprint

360 Customer ViewCustomer Data Hub

Market Marketing

Trade Management Partner

Management

Order Order Management

iStoreAdvanced Pricing Configurator Quoting

Sell Field Sales

TeleSales Proposals Incentive Comp Sales For

Handhelds

Sales Contracts

Information ArchitectureContact Center On Demand*Daily Business Intelligence

Industry Solutions B2B Product Companies

Support & Service Customer Support

iSupport Help Desk* Case Management* TeleService Service Contracts

Field Service Depot Repair Interaction Center

*New Product

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R12 MarketingComplete Campaigns Workbench

OA Framework-based campaignmanagement & execution

Support for end-to-end campaignmanagement

Enhanced & improved user flows tofacilitate collaborative campaign setup*

Event-based MarketingSimple and complex triggers forcustomer state monitoring

Analytics to determine customer insightand audit trigger effectiveness

Out-of-the-box seed rules for supportscenarios, including sales contracts

Inbound MarketingMarketing, informational message iniSupport

Marketing cross-sell/upsell in ContactCenter

New or Enhanced in R12Superior Ownership ExperienceImproved Usability

Better Closed-Loop AnalyticsImproved fulfillment management*

*New in R12

R12 S l

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R12 SalesGlobal Processes Support

Account Planning with new tools, i.e.SWOT Analysis, Scorecards,

Business Driver Analysis*View Business Activities Across

Operating UnitsView Business Hierarchies

Improved User ProductivityPeriodic Recurring Charges*

Opportunity Reports*Enhanced Quote & Proposals

generation with PDF support &intelligent templates

Proposals collaborationEnhanced Mobility

Outlook Email Interactions captureExtensible SMS and e-mail alerts

notification framework

Also New or Enhanced in R12Look and Feel*Access Control by Transaction*

Multi-Organization Access Control*XML Publisher*Opportunity Owner* & Territory

AdministrationB2C SellingDaily Business Intelligence

Sales Manager Dashboard

Fl ag for Interaction

*New in R12

R12 C

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R12 eCommerce

Increase user adoption with

an enhanced user experienceNew look and feel*Optimized B2B and B2C checkout flows

Improved order tracking user

experienceIncrease revenue with newonline ordering capabilit iesStreamlined customer / partnerordering*

Integration with third partyprocurement software*

Optimize online initiativeswith Web AnalyticsMonitor site adoption*

Optimize online partnerships*Telecommunication Serviceordering support

New service ordering*

Service change*

Recurring payment support*

*New in R12

R12 O d

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R12 Orders

Increase user adoption

with an enhanced userexperience

New look and feel*

Enhanced ATP

Sales Supplement

Quote across business units

Configurable defaulting rules

Improved Extensibility,Security

Improved install base andservice contracts integration

Credit card encryption

Configuration tags for UIgeneration, model migration

Enhanced Telco supportRecurring charges support*

Extended warranty support innetwork container models*

TSO enabled call centers*

*New in R12

R12 Service & Support

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R12 Service & SupportIndustry Configurations andProducts

Case Management*Service Desk*

Telecom Service Ordering & BillingIntegration*

Greater Customer ServiceCapabilities

Expanded solution set in HTML

More extensibility, better informationaccess & control, new automationand interaction features

Many industry capabilities enhanceoverall product

Improved Contact Center

Enhanced customer managementand business flow

More integration options

Enhanced self service support

Remote Online Support throughWeb-Collaboration*

Advanced knowledge search viaOracle Secure Enterprise Search*

*New in R12

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Oracle Partner with Us

L C I d t C t B

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Asset In tensiveAsset Intensive Public ServicesPublic ServicesServiceServiceManufacturing/RetailManufacturing/Retail

Large Cross-Industry Customer Base

More Household Names in Every Industry

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HudsonsBay

Company

More Household Names in Every Industry

Most Experience Making Customers Successful

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9 Only enterprise software service organizationcertified by J .D. Power

9 STAR Awards Hall of Fame member with five

Software Technical Assistance RecognitionAwards since 1989

9 SSPA Award for Innovative Support, 2005

9SSPA WebStar Awards2003, 2005

9 Best Customer Service Organization,International Business Awards Awards.

9 2005 Stevie Award for Best Support Team inEMEA

Most Experience Making Customers SuccessfulAward Winning Customer Support

Most Experience Making Customers Successful

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Most Experience Making Customers SuccessfulFive Critical Areas Drive CRM Project Success

Strategy

Governance

User Adoption

Process

Technology

19%19%

21%21%

22%22%

17%17%

21%21%

Based on detailed analysis of Siebel deployments

Input f rom over 17,000 end user interviews

Interviews with project team, business sponsors, end users

The most-critical success

factors for implementing CRM

are managing expectations,

knowing the scope, choosingthe right approach, focusing on

end users, understanding your

sponsors and balancing

customizations to the

software.

- B. Eisenfeld, Gartner Research

Note: Crit ical Success Factors

for Implementing CRM, June

2004

CRM Success Depends onMore than Software

Most Proven Implementation Approach

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Clearly defined steps for customers to achieve business resultsBased on experiences with over 4000 customers and 3.5M users

The only framework focused on customer facing solutions

Most Proven Implementation ApproachThe Customer Experience Blueprint

The Best Customer Experience

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Oracle SAP

Quality

Cost

Ease of use

Technical Support

Easy to do business with

Innovative Company

Overall Satisfaction

72% 55%

43% 31%

44% 27%

53% 39%

48% 29%

75% 63%

79% 67%

AWARD WINNING SUPPORT

% respondents indicating a positive response

HIGHEST CUSTOMER SATISFACTION

Source: Walker Informations 2005 Hardware and Software customer loyalty report

The Best Customer Experience

Most Open Application Infrastructure

http://loyaltyreports.walkerinfo.com/http://loyaltyreports.walkerinfo.com/

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Oracle is aggressively

adopting standards to

ensure that its software

can be intermixed with

other standards-based

offerings.

SAPs platform still

relies on a number of

proprietary SAP protocols

and technologies, even

as the vendor moves to

adopt standards-based

configurations.

Summit Strategies

Nov 2005

Portal 168 compliant No 9

ETL Tools

Standard Integration via Webservices Wrappers, Proprietary9

Standard J ava Server with 3rd party support J 2EE 1.3, no 3rd party support 9

Content Management 3rd party 9

Collaboration 3rd party, limited to Portal 9

Native BPEL Import/Export 9Central management of entire tech stack No 9

Identity Management No 9

LDAP Directory No 9

Certificate Authority No9

Federated Identity (SAML, Liberty) Limited 9

Intrusion Detection No 9

Auditing No 9

3rd party 9

STANDARD ORACLE: OPENSAP: CLOSED

Most Open Application InfrastructureOpen Standards Increase Choice, Reduce Cost, and Speed Innovation

Market Leading Middleware

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HIGHEST RATED

Ranked #1 by Forrester Research FASTEST GROWING

33K

2K

Oracle

SAP

33K

2K

Oracle

SAP

MOST OPEN

Open standards: J 2EE, WS-*, WS-SCA,UDDI, AJ AX, J ava Server Faces, DHTML,BPEL, LDAP, SAML, .

# Middleware Customers

BROAD PARTNER ADOPTION

7,500 Partners

4,800 ISVs

28,000+ consultants

Market Leading MiddlewareCoordinate Business Activities Across Oracle, Custom, & Legacy Apps

Sources: Forrester Application Platform Wave (April 2005); Gartner Enterprise Application Server Magic Quadrant, Q2 2005; Oracle Survey Results, 2005

Lower IT Costs through System Consolidation

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g y

Only Oracle

Supports all languages andlocalizations in same database

Scales to very large volumesvia RAC and Grid Computing

Lower Cost

Consolidate data centers

Administer fewer systems

For each new flow,leverage existing setupsand reference data

Better Automation

Standardize, document,and audit processes

Integrated cross-application businessflows

Better Information

All detail availablefor drilldown

Deploy DBI in weeksvs. quarters or yearsfor a traditionalwarehouse

Oracles Single Global Database

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Oracle s Single Global DatabaseOracle saves over $1 billion annually using a single global database

374,000 people

208,000 projects

307,000 vendors

1.45M customers

42.7M AR invoice lines

11M AP invoices

4.7M sales orders

40.7M sales order lines

6.4 terabytes of data

13.2B rows of data

101 operating units

533 sets of books

Merged 40 data centers worldwide into 1 database

Reduced overall IT cost by 46%

Reduced cost of expense transactions by 70% Increased sales force productivity by 10-20%

Reduced web support cost per request by 60%

Consolidated IT infrastructure of acquiredcompanies into Oracles single global database

Secure the Global Enterprise

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Secure the Global EnterpriseAddress global security pressures with a comprehensive security portfolio

Provide enterprise-wide,standards-based security

- Single sign-on- Corporate directory- Access / identity management- Identity federation

Simplify security administration

- Decentralized, delegated user admin- Automated & self-service provisioningwith approvals

- Extended IT and system admin securitywith DB tools (e.g. DB Vault)

Continuously monitor environment- Security dashboard / reports- Best practice & typical violations

Audit & ComplianceGovernment mandatedaccountability is driving newscrutiny of security

CostUser provisioning, de-provisioningand re-provisioning are oftenmanual and labor-intensive

ManageabilityMultiple user communitiesrequire management (clerical,self-service, customers, suppliers)

RiskWithout control of data integrityand access, business riskincreases

Configure, Dont Customize

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Configure, Don t CustomizeTailor your systems without programming

Flexfields User definable data key

Folders User tailorable forms

Workflow Configurable business process flow

Custom Library Directory for customer extensions (forms)

OA Framework / Forms Personalization

Configurable page look & feel, navigation, tabs, fields, buttons

XML Publisher Flexible report / document output

9Eliminate costlycustomizations

9Preserve configurationsthrough upgrades

9Accelerate systemsdeployment

Next Gen. Business Process Mgmt

http://creative.gettyimages.com/source/search/ImageEnlarge.aspx?MasterID=bldjw_042709_036&s=ImageDetailSearchState|3|1|0|15|2|1|1|0|1|53|60|2000.13c4.0054..000b.26a0.28c0|3|0|((%22people%22+and+%22computer%3ak%22)+and+(%22Desktop+PC%3aPC%22+and+%22Occupation%3aHuman+Role%22))||1|0&pk=6

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Next Gen. Business Process MgmtIntegrate Oracle, 3rd party & legacy apps to extend process automation

BPEL Process Manager

Step1

Step1

Step2

Step2

Step3

Step3

Step4

Step4

Step5

Step5

BusinessProcess

Oracle

EBS

Siebel

CRM

PeopleSoft

Financials

Custom Order

Application

Mainframe HR

Application

New Web

Application

Standard InterfacesCross-application maps

Quickly integrateheterogeneousapplications using anintuitive, graphical UI

Manage systemperformance via web witha user-friendly console

Reduce connectivityheadaches withpre-packaged, standardinterfaces for applicationsand legacy systems

Built on widely adoptedindustry standardlanguage (BPEL)

Comprehensive Integration Repository

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p g p ySimplify and accelerate systems connectivity

Enable key integration types- Business to Business- Enterprise Application Integration- Business Process Management

- Business Activity Monitoring

Support industry-standardmessages

Support standards-basedXML documents

Search and view available

interfaces via powerful UI

Automatically keep in step withsource code via standard patching

A Catalog of All EBS Integration Points

Web ServicesPublic J ava & PL/SQL APIs

Business EventsBatch Interfaces

Apps Management Pack for EBS

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gConsolidate and simplify systems management

Manage entire systemsinfrastructure (apps, middleware,DB, H/W) from a single console

Provide visibility across dev, test,and production systems

Proactively monitor KPIs andevents with alert notifications

Drive root cause analysis withgraphical topology views andconfig / patch level comparisons

Accelerate EBS provisioning with

automated system cloningOpen integration with 3rd party

products and mgmt frameworks

E-Business Suite Patching

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gSimplify maintenance and minimize system downtime

Ensure patch compatibility withcustomers installation andautomatically alert for incompatibility

Leverage faster programs to analyzepatch prerequisites

Generate custom read meinstructions based on customer-

specific setup and configuration

Automatically consolidate read meinstructions for multiple patches andeliminate redundant steps

Automatically detect patches thathave already been downloaded(i.e. maintain download history)

Multi-Org Access

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Single Responsibility

Holland

Legal Entity

Denmark

Legal Entity

Belgium

Legal Entity

Belgium

Operating Unit

Holland

Operating Unit

Denmark

Operating Unit

Perform multiple

tasks across

operating units (OUs)

without changing

responsibilities

Define and manage OUs from a central location

View and manage customers across OUsEnter and pay invoices across OUsReceive goods across any OUNegotiate with suppliers for your enterprise, not just your OU

For Example:

gIncrease the efficiency of shared services and single database operationswith streamlined ACCESS, processing, &reporting across operating units

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The CRM Roadmap

Extend Your CapabilitiesNew Versions of All Product Lines

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Version 9.0Version 9.0

Version 9.0Version 9.0

Version 12Version 12

Extension

of All

ProductLines Will

Continue

into the

Future

Version 8.9Version 8.9

Version 8.12Version 8.12

Version 11i.10Version 11i.10

Version A9.1Version A9.1Version

A7.3 & A8.1

Version

A7.3 & A8.1

Version 7.8Version 7.8 Version 8Version 8

New Versions of All Product Lines

Past 18 Months Coming Soon

Applications UnlimitedSt th A li ti P d t Li f Y Ch i

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Stay on the Applications Product Line of Your Choice

Continued Product Releases

Customer Driven Product Roadmaps

Dedicated Development Teams

No Forced Upgrades

Tailored for Your Industry,Processes and Geography

Continued Commitment to CRM InnovationP t t E t d E l

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Protect Extend Evolve

Protect, ExtendProtect, Extend

Next 12 Months 2008

Extend, EvolveExtend, Evolve

Evolve to FusionEvolve to Fusion

Oracle Application Integrations More Business Value Integrations

Fusion CRM V1 (Cross-Industry Apps)

Distributed Order Orchestration (DOO)

Fusion CRM for Industries Next Generation Self-Service

More Business Value Integrations

SOA Composi te

SOA Native

o Siebel On-Demand to EBS

o Siebel Hosted Call Center to EBS

o Siebel Order Capture to Oracle Order Management

o Siebel CRM to i-Flex Banking Account Execution

2010

Siebel 8.0

PeopleSoft 9.0

EBS R12

EnterpriseOne 9.0

World 9.1

Siebel 8.x

PeopleSoft 9.x

EBS R12.x

EnterpriseOne 9.x

World 9.x

Siebel 8.x

PeopleSoft 9.x

EBS R12.x

EnterpriseOne 9.x

World 9.x

APPLICATION INTEGRATIONS

FUSION CRM

SOA Enabled

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