oracle crm options for ebs users paul weller sales consulting manager, oracle corporation
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Oracle CRM Options For EBS UsersPaul WellerSales Consulting Manager, Oracle Corporation
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.
Agenda
• What is CRM• Options for existing EBS users
• EBS CRM• Siebel Enterprise• CRM OnDemand
• Integration• AIA• PIP’s• Foundation Pack
• Conclusion
What is CRM?If in doubt, ask Wikipedia.
Customer relationship management (CRM) consists of the processes a company uses to track
and organize its contacts with its current and prospective customers. CRM software is used to support
these processes; the software system can be accessed, and
information about customers and customer interactions can be
entered, stored and accessed by employees in different company departments. Typical CRM goals
are to improve services provided to customers, and to use customer contact information for targeted
marketing. Wikipedia, 1/18/2009
Marketing/Loyalty
SFA
SelfService
PRM
IncentiveComp
Order Mgmt
eBilling
Call Center
FieldService
Sales PRM
MRM Loyalty
OrderMgmt
Contact Center
FieldService
eCommerce
Real TimeDecisions
eService MDM BusinessIntelligence
Telecommunications
Financial Services
Banking
Insurance
Public Sector
High Tech
High Tech
Retail
The Oracle CRM Advantage
Leadership• Complete Industry CRM
Innovation• Deployment Flexibility• Modules Built to Work Together• Integrated CRM
Results• Proven CRM
…4000+ Customers
…5 Million Live Users
…125 Million Self-Service Users
CRM
OD OP HYBRID
SCM
FUSION MIDDLEWARE
APPLICATIONSINTEGRATION
ARCHITECTURE
ERP
Oracle: Complete CRM
Complete, Business-Adaptive CRM for Every User, Industry
Oracle Application Integration Architecture
Siebel CRM
JDEE1
Oracle EBSCRM
PeopleSoftCRM
Social CRM ApplicationsSocial CRM Applications Rapid Time to Market, User-Adaptive CRM
ORACLE FUSION MIDDLEWAREORACLE FUSION MIDDLEWAREStandardsBased Architecture for Lower TCO
Siebel CRM On Demand
Mobile CRM ApplicationsMobile CRM Applications
Solutions For EBS CustomersGeneralization is unwise but…
EBS CRM Siebel Enterprise
• Simple SaaS delivered solution.
• Rapid deployment.• SaaS Benefits:
•No Hardware or software•Fully Managed
• OOTB Integration to EBS
CRM OnDemand
• Sophisticated Robust Market leader
• Industry Functionality• Strength across all aspects of
CRM• Ultimately flexible, metadata
driven configuration environment.
• Strong Service Offering, including Field Service & Depot Repair.
• Good Online Presence in iStore
• Limited Integration required.
Develop
Market
Sell
Order
Plan
Procure
Make
FulfillService
Maintain
Finance
HR
Projects
Contracts
Customers,
Suppliers,
Products, …
Customers,
Suppliers,
Products, …
Oracle Customer Service Products
• Depot Repair• Field Service• Adv Scheduler• Mobile Field Svc• Spares Mgmt
Self-Service
AssistedService
• iSupport • TeleService• Adv Inbound• Adv Outbound• Scripting• eMail Center
• Service Contracts• E-Business Intelligence
ServiceFoundation
OnsiteService
• Message Center • Sticky Notes • Custom
Dashboards • Widgets • RSS Feeds • Action Bar
enhancements • PDA Sales
Assistant
Siebel CRM On DemandRelease 15
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
Oracle’s Commitment to CustomersApplications Unlimited
JD Edwards EnterpriseOne 8.12• 5 New Products• 291 Enhancements
Siebel 8.0• 10 New Products• 366 Enhancements
JD Edwards World A9.1• 4 New Products• 1297 Enhancements
PeopleSoft 9.0• 2 New Products• 1478 Enhancements
Oracle E-Business Suite 12• 18 New Products• 2443 Enhancements`
Many IT Priorities: Application Integration, System Consolidation and Enhancing Processes at the Top
“IT’s Top Technology Priorities for 2008”
32%Of companies with revenues over $1billion say
standardizing and consolidating their IT infrastructure is a top technology priority—more than any other.
“State of the CIO 2008” survey
Most Companies Struggle with Integrations and Linking Business Processes across Systems
Telco
Hi-Tech
FinServ
Oracle Integration PacksPre-built, Sustainable, Best-of-Breed Integrations Using AIA
Pre-built integrations enable rapid time to value
Orchestrated flows deliver end to end visibility across your Oracle Applications
Common object model and extension framework enable upgrades
Productized integrations reduce maintenance costs
Virtual suite with much richer functionality
Pre-built integrations enable rapid time to value
Orchestrated flows deliver end to end visibility across your Oracle Applications
Common object model and extension framework enable upgrades
Productized integrations reduce maintenance costs
Virtual suite with much richer functionality
Pre-built Sustainable Integrations
Back Office Applications
Front Office Applications
E-BusinessSuite
Siebel CRM On Demand
Opportunity to Quote
E-BusinessSuite
Siebel CRM
Order to Cash
Siebel CRM
i-flex
Account Origination with Core Banking
E-BusinessSuite
Adverse Event Reporting
Others…
Other…
Other…
Siebel CRM Call Center
Oracle Application Integration Architecture Connecting People, Processes & Information across the Enterprise
A comprehensive, open, standards-based integration platform that process-enables the entire value chain
Custom Hosted
PortalseStore
CRM
Self Service Other
Front Office Applications Faster, cheaper, easier integration of core processes
Reduced integration risk
Improved adaptability of business processes
Back Office Applications
Custom
Analytics ServiceProviders
B2BERP
Legacy
SupplyChain
People BusinessProcesses Information
Ideal for:
• Adding new Oracle applications
• Enhancing existing application functionality
• Extending a business process
• Adopting SOA / Fusion Applications
• Simplifying enterprise-wide integration
AIA Process Integration Packs Deliver Prebuilt, Sustainable Integrations across Oracle Applications
Customer Value:
Fast time to value
Richer functionality
Less risk, lower maintenance costs
Features:
Participating apps & enhancements
Predefined process flows
Extensible framework
Deployment methodology and more…
Rapidly Implement Core ProcessesDeliver Greater Operational Productivity and Transparency
IT Benefits
Faster time to value than building yourself
More reliable and less risky
Extensible and upgradeable to protect customizations to end-points and processes
Easier to optimize and evolve
Oracle E-Business Suite
Siebel CRM Integration Pack for Oracle E-Business Suite Order ManagementIntegrated Order to
Cash Process
Sales:• Cust Svc Reps• Inside Sales
Order Management System
Configure Product
PaymentCheck
Availability
Pricing
Synchronize customer
Create Quote/Order
Customer Relationship Management
Siebel
Application Integration Architecture Process Integration Pack
Business Benefits
Richer functionality
Quick and detailed customer information
Faster process execution; less errors
Increased individual and corporate efficiency
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LeadLead
MgmtMgmtOrder Order
FulfillmentFulfillmentQuoteQuote
CaptureCapture
Oppty / Oppty /
AccountAccount
MgmtMgmt
AR /AR /FinancialsFinancials
PIP delivers Opportunity-to-Quote BPPIP delivers Opportunity-to-Quote BP
Applications Integration Architecture (AIA)Applications Integration Architecture (AIA)Fusion MiddlewareFusion Middleware
EBS | CRM On Demand
EBS CRMOD Process Integration Pack
Which Enables larger Business ProcessesWhich Enables larger Business Processes
Combines the ease of use and rapid deployment of Siebel CRM On Demand with the power of Oracle E-Business Suite
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LeadLead
MgmtMgmtOrder Order
FulfillmentFulfillmentQuoteQuote
CaptureCapture
Oppty / Oppty /
AccountAccount
MgmtMgmt
AR /AR /FinancialsFinancials
PIP delivers Opportunity-to-Quote BPPIP delivers Opportunity-to-Quote BP
Applications Integration Architecture (AIA)Applications Integration Architecture (AIA)Fusion MiddlewareFusion Middleware
EBS | CRM On Demand
CRM OnDemand – EBS PIP
Which Enables larger Business ProcessesWhich Enables larger Business Processes
Combines the ease of use and rapid deployment of Siebel CRM On Demand with the power of Oracle E-Business Suite
Oracle Quoting
Configurator
Advanced Pricing
Proposals
Sales Contracts
iStore
Address Complex Integration Challenges with AIA Foundation Pack
Foundation Packs
SOA Reference Architecture
SOA Governance
SOA Programming Model
Enterprise Business Services
Speeds time to value Reduces risk and improves productivity Facilitates move from EAI/P2P integrations Ensures control and visibility throughout your business process lifecycle
Oracle Differentiator: Application independent approach to building any-to-any integrations
Why AIA Foundation Pack is Different
Service Oriented Reference Architecture• Open & nonproprietary• Includes both content and technology
Enterprise Business Services Library• Prebuilt and standards-based• Application Independent
SOA Governance• Includes methodology and tools• Interoperable with Partners
Service Oriented Programming Model• Based on Oracle best practices• Rationalized against Best in Class applications
Oracle’s own implementation
of SOAQuicker Assembly and Extension of
Processes
Standardized Building Blocks for Interoperability &
Reusability
End to End Lifecycle Consistency and
Predictability
Evolve to an Enterprise Architecture Leveraging
What You Have
Integrated CRM: Campaign to Cash End-to-End Customer Centricity
Oracle Application Integration Architecture (AIA)
ORACLE FUSION MIDDLEWARE
Oracle Application Integration Architecture (AIA)
ORACLE FUSION MIDDLEWARE
CampaignMgmt.
OrderFulfillment
Account/Opportunity
Mgmt.
OrderCapture
LeadMgmt.
AR/Financials
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“The combination of CRM On Demand, AIA, and our E-Business Suite package has helped Rackable Systems
keep IT costs under control… [AIA] has allowed Rackable Systems to have a much smaller team than would be
required if we had islands of applications with different experts in each area.”
Dominic MartinelliVP of IT, Rackable Systems
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Available AIA Process Integration Packs
Siebel CRM On Demand Integration Pack for Oracle E-Business Suite*
Siebel CRM Integration Pack for Oracle EBS Order Management: Order to Cash*
Cross Industry Process Integration Packs Enabling…
►Opportunity to Quote
►Order to Cash
Siebel CRM Integration Pack for Trade Promotion Management* ►Trade Promotion Management
Oracle Comms Billing and Revenue Management Integration Pack for Oracle E-Business Suite: Revenue Accounting**
Siebel CRM Integration Pack for Oracle Comms Billing and Revenue Management: Order to Bill**
Siebel CRM Integration Pack for Oracle Comms Billing & Revenue Management: Agent Assisted Billing Care**
►Comms Order to Bill
►Comms Customer care
Industry Process Integration Packs
►Comms Revenue Accounting
Siebel Life Sciences Integration for Oracle Adverse Event Reporting System ►Life Sci. Adverse Event Reporting
Siebel CRM Integration Pack for i-flex FLEXCUBE Account Originations*** ►Banking Account Originations
Siebel CRM Integration Pack for Banking Account Originations ►Banking Account Originations
Enabling…
*Siebel 7.8 / Oracle E-Business Suite 11.5.10***i-flex FLEXCUBE UBS V.UM 7.2.0
**Comms versions: Siebel 7.8.2 / Oracle E-Business Suite Financials 11.5.10 / Billing and Revenue Management 7.3.1
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Planned FY09 AIA Process Integration PacksHorizontal
Cross Industry PIPs Enabling…
Siebel UCM (8.1) for Oracle EBS (11.5.10), Siebel CRM SIA (8.0)
Siebel CRM SIA (8.0) for EBS Order Mgt (11.5.10) ►Order to Cash
►MDM (Customer) Integration
PIM (12.1) for EBS (11.5.10) and Siebel CRM SIA (8.0) ►MDM (Product) Integration
Agile PLM (9.2.2.4) to EBS (11.5.10) ►Design to Release
Siebel CRM to SAP* ►Order to Cash
Agile to SAP* ►Design to Release
AIA for SAP PIPs* Enabling…
Oracle CRM On Demand for Siebel CRM (7.8.2 HOR) ►Customer Synchronization (Direct Int.)
Oracle CRM On Demand for SAP* ►Opportunity to Order
Oracle CRM On Demand for JD Edwards E1 (2.3) ►Opportunity to Order
SaaS PIPs Enabling…
* Subject to Oracle Senior Management Approval
Siebel CRM (8.1) for EBS Order Management (12.1) ►Order to Cash
Agile PLM (9.2.2.4) to EBS (12.1) ►Design to Release
Above timeframes are target dates only and subject to change at any time.
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Communications:
Comms 2.4, includes OSM ►Order to Activate
Comms 2.0.1 (Siebel 8.0/8.1; Nested Service Bundle feature)►Order to Bill / Agent Assisted /
Fin. Consolidation
Industry PIPs Enabling…
Roadmap: Planned FY09 Process Integration PacksIndustry
Comms 2.5, includes PIM ►Product MDM (FY10)
Retail:Oracle Retail Integration (RMS 2.3) to PSFT (9.0) ►Financial Controls for Retail
Siebel CRM Loyalty (8.1) to Retail Stores ►Customer Loyalty Management
Product Data Hub Integration Pack for Retail Product Lifecycle Mgt ►Retail PIM Integration (FY10)
Logistics Service Providers:
Fleet Management 1 (OTM 6.0, SEBL 8.0)
Fleet Management 2 (EBS 12.1, OTM 6.0)
►Quote and Order Management
►Driver Management
Fleet Management 3 (EBS 12.1, OTM 6.0) ►Settlement and Financial Management
Utilities:AIA for Utilities ►Order to Billing
Banking:EBS Financial Service Accounting Hub (12.1) for PeopleSoft GL (9.x) ►Account Consolidation
Above timeframes are target dates only and subject to change at any time.
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FY09 Available and Planned AIA Foundation Packs
Foundation Pack 2.0.1 Core Common Objects and ServicesReleased February 2008 Business Service Repository, Management Utilities
Foundation Pack 2.1 NEW Enterprise Objects & Services Released June 2008 Extension Templates / Sample Patterns
Enhanced Repository and Utilities
Foundation Pack 2.2.1 Industry Foundation PacksPlanned for FY09 Utilities and Insurance
Foundation Pack 2.3 NEW Enterprise Objects and ServicesPlanned for FY09 BEA uptake
Foundation Pack 2.4 NEW Enterprise Objects & ServicesPlanned for FY09 HCM, horizontal objects from Retail & LSP
Foundation Pack 2.5 NEW Enterprise Objects & ServicesPlanned for FY10
Foundation Pack 3.0 Oracle 11g Service Component Assembly
TBD Composite Application Framework
Above timeframes are target dates only and subject to change at any time.
Horizontal & Industry Versions Features…
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Conclusion
• EBS Customers have three primary CRM options• EBS CRM• Siebel Enterprise• CRM OnDemand
• Consultation with Oracle is urged to find best solution• Use of Oracle AIA to provide OOTB integration
• Provides end business processes• Drive cost and risk out of implementation• Use of PIP’s or Foundation Packs provide flexibility