oracle siebel crm - analysis- final

8/2/2019 ORACLE Siebel CRM - Analysis- Final

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ORACLE Siebel CRM Systems Analysis

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ORACLE Siebel CRM


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Table of Contents1 Sales .................................................................................................................................................. - 6 -

1.1 Opportunity ............................................................................................................................... - 6 -

1.2 Account (sales perspective) ...................................................................................................... - 6 -

1.3 Contacts (sales perspective) ..................................................................................................... - 6 -

1.4 Lists ........................................................................................................................................... - 7 -

1.5 Campaigns ................................................................................................................................. - 7 -

1.6 Competitors .............................................................................................................................. - 8 -

1.7 Products .................................................................................................................................... - 8 -

1.8 Quotes ....................................................................................................................................... - 9 -

1.9 Orders ....................................................................................................................................... - 9 -

1.10 Proposals ................................................................................................................................. - 10 -

1.11 Forecasting Overview.............................................................................................................. - 10 -

2 Quote & Order Capture .................................................................................................................. - 11 -

2.1 Definition ................................................................................................................................ - 11 -

2.2 Features .................................................................................................................................. - 11 -

3 Enterprise Marketing Suite ............................................................................................................. - 14 -

3.1 Campaigns ............................................................................................................................... - 14 -

3.2 Accounts .................................................................................................................................. - 15 -

3.3 Contacts .................................................................................................................................. - 16 -

3.4 Households ............................................................................................................................. - 17 -

4 Contact center & Service ................................................................................................................ - 18 -

4.1 Accounts .................................................................................................................................. - 18 -

4.2 Contacts .................................................................................................................................. - 19 -

4.3 Households ............................................................................................................................. - 19 -

4.4 Service Request ....................................................................................................................... - 20 -

4.5 Solutions.................................................................................................................................. - 21 -

4.6 Activities .................................................................................................................................. - 21 -

4.7 Campaigns (From the customer service agent point of view) ............................................. - 22 -

5 Self service and E-Billing ................................................................................................................. - 23 -

5.1 Definition ................................................................................................................................ - 23 -


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5.2 Functionality ........................................................................................................................... - 23 -

6 Partner Relationship Management ................................................................................................. - 26 -

6.1 Collaborative Sales .................................................................................................................. - 26 -

6.2 Collaborative Marketing ......................................................................................................... - 26 -

6.3 Collaborative Service .............................................................................................................. - 26 -


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Introduction

Siebel CRM is a solution which helps organizations differentiate their businesses to achieve

maximum top-and bottom-line growth. It delivers a combination of transactional,

analytical, and engagement features to manage all customer-facing operations. Withsolutions tailored to more than 20 industries, Siebel CRM delivers:

Comprehensive on promise and on demand solutions. Tailored industry solutions. Role-based customer intelligence and prebuilt integration.

The application includes the following six modules:

SalesProvides cutting edge features for opportunity management, collaboration, forecasting,

and mobile access, to help boost win rates and increase customer value.

Includes the following sub-modules:

(Opportunities Accounts - Contacts - Lists - Campaigns Competitors Products

Quotes Orders -Proposals - Forecasting overview).

Quote & Order captureThe intelligence needed to enhance up-sell and cross-sell initiatives, and improve

bundling and pricing across the entire product catalog.


(Dynamic Catalog - Product and Pricing Analytics - Pricing Management - Product andCatalog Management - Quote and Order Lifecycle Management).

Enterprise Marketing SuiteIs a closed-loop solution that allows for continuous testing, measurement, and feedback.

So, marketing staff can leverage a new understanding of customer needs and

preferences to launch more successful events, email campaigns, and other programs.


(Campaigns Accounts Contacts - HouseHolds)

Contact center & serviceCoordinates activities and optimizes resource utilization across various customer

support channels, including call centers, field service teams, and help desks.


(Account Contact Households Solutions - Activities - Campaigns)


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Self-service & E-BillingProvides customers with increased convenience by giving them direct access to a wide

range of services any time, anywhere.


(eBilling Manager - Communications Billing Analytics - eStatement Manager

ePaymentManager - EasyPay)

Partner Relationship ManagementEnables businesses to more effectively manage their alliance networks and improve

collaboration and information sharing with key partners.


(Collaborative Sales- Collaborative Marketing- Collaborative Service)


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1 Sales(Opportunities Accounts - Contacts - Lists - Campaigns Competitors Products Quotes

Orders -Proposals - Forecasting overview)

Provies cutting edge features for opportunity management, collaboration, and

forecasting to help boost win rates and increase customer value.

1.1 Opportunity1.1.1 Definition

An opportunity is defined as a potential revenue-generating event. An opportunity usually includes one or more accounts, contacts, products,

quotes, decision issues, activities, and competitors.

Example of an opportunity: At a trade show, a company representative expresses interest in purchasing a

product.

1.1.2 Functionality1.1.2.1 Creating an opportunity.1.1.2.2 View opportunities contained in the database.1.1.2.3 Update information about opportunities.1.1.2.4 Associate a contact to an opportunity.1.1.2.5 Associate a specific product to an opportunity.1.1.2.6 Use the Assessments view tool to qualify opportunities and verify resource

allocation.

1.2 Account(sales perspective)When you identify a possible lead, the lead can be added as an account. You can then begin

to add and track information about the account

1.3 Contacts (sales perspective)As you continue to work closely with a prospective account, contacts associated with theaccount become important. The business relationship is ultimately based on the contacts.

Whenever you meet someone who may be a source of business, you should add that person

to your contacts.


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1.4 Lists1.4.1 DefinitionList is a group of Contacts and Prospects within Siebel Applications for use in marketing

campaigns.

1.4.2 Functionality1.4.2.1 Create a list of contacts.1.4.2.2 Import a list from an external source1.4.2.3 Manage lists

1.5 Campaigns1.5.1 Definition1.5.1.1 Campaigns provide a consistent method for implementing marketing campaigns

and allow you to view information about new and existing campaigns.

1.5.1.2 The goal of a campaign is to create an opportunity that ultimately results in a sale.1.5.1.3 Campaigns work in conjunction with customer telephony integration to

automatically call the customer on the list or pop-up window using the

appropriate campaign for an inbound call

1.5.2 Related Definitions Smart Scriptsis a full call-scripting module which allows you to interact with contacts and prospects

to call in a knowledgeable and consistent way. Plus you have a set of activities to

perform for a particular campaign.

Campaign chartsCampaign charts allow you to assess performance in areas such as incentive

compensation, completed calls, and lead quality by campaign.


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1.5.3 Functionality1.5.3.1 Create a new campaign1.5.3.2 Create a campaign response

You will receive responses back from the contacts you solicited. Log theseresponses into the application to determine which contacts can be

pursued as opportunities.

1.5.3.3 Create an opportunity that reflects the Campaign response.

1.6 Competitors1.6.1 DefinitionThe Competitors screen enable you to access detailed information about yourCompetitors and their products.

1.6.2 Functionality1.6.2.1 Associate a competitor with an opportunity1.6.2.2 Associating competitors with an opportunity helps you see what you are up against

when it comes to winning a customers business.

1.6.2.3 Compare competitors.1.7 Products1.7.1 DefinitionThe product or the service which the company provide to customers.

Using the Products screen and its related views allows you to address a customers

questions about the products that the customer is interested in purchasing.


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1.7.2 Features1.7.2.1 Product Comparisons

Product comparisons provide a feature-by-feature comparison of related products.

1.7.2.2 Product LiteratureThe Literature view allows you to view all literature associated with a particular

product.

1.7.2.3 Price ListsYou can use the Price Lists view to determine which price list a particular product

is associated with

1.8 Quotes1.8.1 Definition

At the point when the customer is ready to purchase a product or service, it is

necessary for you to provide a quote stating how much the total deal will cost.

1.8.2 Functionality Create a quote. Add line items (products) associated with the quote.

Apply manual discount. Deleting Line Items.

1.9 Orders1.9.1 DefinitionAfter you have completed the initial quote and the customer has agreed to the

products and prices you have presented, you will want to create a salesorder.

1.9.2 Functionality1.9.2.1 Create a sales order.1.9.2.2 Adding Order Line Items (products the customer will purchase).1.9.2.3 Entering Bill To/Ship To Information (address of the customer).1.9.2.4 Revising Quotes.


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1.10Proposals1.10.1 DefinitionA proposal is an offer to sell products or services with specific terms and conditions.

1.10.2 Functionality Create a proposal. Generate a proposal draft. Print the proposal draft.

1.11Forecasting Overview1.11.1Definition

Forecasting is a procedure used to predict future revenues or allocate resources forpotential sales.

For example, a manager wants to estimate the total revenue for a set ofopportunities that are expected to close within the next six months.

1.11.2Features Ability to report revenues by account, opportunity, product, product

line, employee, partner, division, organization, or project.

Real time analysis of revenues through charts and reports. Access to projected margins, upside, and downside. Ability to preserve snapshots of revenue data for historical reference. Support for multiple currencies and multiple organizations. Automatic subordinate forecasts when appropriate. Recurring revenues by account, project, and opportunity. Split credit of sales revenue across multiple positions and products. Provide Matrixed revenue analysis and forecasting. Import and export of data from revenue screen.


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2 Quote & Order Capture2.1 Definition

Oracle's Siebel Customer Order Management solutions simplify thecomplex and often frustrating process of tracking thousands of

products across multiple catalogs and systems. They deliver deep

customer insight that enables businesses to dynamically present

targeted product bundles, offer intelligent cross-sell and up-sell

opportunities, and achieve optimal prices for products and customer

segments.

At the same time, they give employees the information they need totake decisive action and conduct intelligent interactions with

customers. As a result, companies see greater revenues, reduced

operating costs, and higher customer loyalty.

2.2 Features2.2.1 Siebel Dynamic CatalogOracle's Siebel Dynamic Catalog streamlines the process of defining selling rules and dynamically

publishing catalogs.

Hierarchical Catalogdrill down to see multi-tiered categories andsubcategories.

Powerful Searchesfind products by price and attribute values drivenby customer requirements.

Templated Orderssave time when selecting commonly ordereditems

Intelligent Ordersselect from a customer's existing assets to initiatean update, delete, suspend, or resume order

Integration with External Applicationsstore and analyze customerresponses


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2.2.2 Siebel Product and Pricing Analytics Tailored Informationprovide employees with information relevant to

their roles

Integrated Approachtransform data from multiple sources into keyinsights

Real Time Intelligencedrive better business outcomes andoperational results

2.2.3 Siebel Pricing Management Dynamic Pricerplan, administer, and execute pricing and contract

policies

Pricing Analyticsget valuable insight into product demand, pricesensitivity, and sales effectiveness

Automated Price Calculationdecrease administrative tasks byreplacing manual price lookup systems

Currency Rationalizationenable users to create quotes, orders, andagreements in multiple currencies .

Multiple Pricesimprove visibility into recurring and nonrecurringprices for products.

Consistent Pricingincrease revenue by eliminating rogue pricing andproperly applying all pricing policies.


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2.2.4 Siebel Product and Catalog Management Dynamic Catalogcreate catalogs once and deploy across all channels Order Managementensure complex orders are accurate and complete Customized Deploymentconfigure the ideal solution for your needs Product Comparisonallow users to compare products side-by-side Robust Searchensure that users can find the right product Cross-Sell and Up-Sellenforce business rules while prompting agents to

respond to higher-value orders

2.2.5 Siebel Quote and Order Lifecycle Management Quote and Capturecreate, validate, and manage quotes and orders Quote Managementensure that customer quotes are accurate and profitable Order Analyticsgain deep understanding of the order pipeline and order-

management process


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3 Enterprise Marketing Suite(Campaigns-Accounts-Contacts-HouseHolds)

Siebel CRM Enterprise Marketing Module provides the campaign management,

customer management and marketing communications functionality. Users candesign and manage outbound campaigns through direct sales, call centers, and

channel partners. Siebel CRM Marketing also provides list management capabilities

to develop internal lists and load external list files and prospect management with

promotion of prospects to contacts. Siebel Marketing's response management

enables marketers to track customer responses and evaluate campaign

effectiveness.

3.1 Campaigns3.1.1 DefinitionA campaign is a set of one or more activities used to contact leads and customers in

the market. This may include faxes, interviews, e-mails, and consequently manage

vehicles and projects that used to send a marketing message to customers or leads.

3.1.2 FunctionalityCampaigns are used to

3.1.2.1 Create campaigns3.1.2.2 Update campaigns3.1.2.3 Track campaigns

3.1.3 Steps of a campaign conduction3.1.3.1 The marketing department defines the campaign.3.1.3.2 Customer Support Representative selects a campaign.3.1.3.3 Customer Support Representative selects the next contact or prospect to call.3.1.3.4 initiates an outbound call using the CTI toolbar, and delivers messages about the

campaign.


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If the contact is interested:

AYes: Generate an opportunity or response depending on the type of campaign

Click the Create Response or the Create Opportunity button

Gather the response or opportunity information and enter it into the

appropriate fields Assign the opportunity to a sales representative

B No: End call, update the call status to call completed and then update the

outcome to no interest.

Call the next customer

3.2 Accounts3.2.1 Definition

An account is a company representing a customer or a prospective customer. Usethe Accounts screen and its associated views during inbound calls.

3.2.2 Functionality3.2.2.1 Creating accounts3.2.2.2 Creating and associating activities to an account3.2.2.3 Associating contacts to an account3.2.2.4 Looking up account information

Service Requests Contractual Agreements Product Issues Activity History


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3.3 Contacts3.3.1 DefinitionContacts are individuals with whom your company does business or with whom

you expect to do business in the future.

3.3.2 Functionality3.3.2.1 Verifying that a contact is an existing customer3.3.2.2 Managing contacts associated with a company3.3.2.3 Viewing information on a contact relationship3.3.2.4 Creating activities regarding a contact3.3.2.5

Looking up previous activity or service history for a contact

3.3.3 Steps to create a contact Verify the caller Profile the caller Provide the needed service Record any activity to the callers account Perform any follow or wrap-up tasks if necessary

3.3.3.1 Adding Contacts to an Account3.3.3.2 Associating activities to an account3.3.3.3 System enables you to Look up account information



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3.4 Households3.4.1 DefinitionA household is a collection of individual consumers who are economically affiliated

and who share common purchasing or service interests. Generally, they have the same

residential address.

3.4.2 Functionality Creating a Household System enables you to use the Households screen and its related views to enter,

manage, and review information about:

Contacts (household members) Activities Attachments Service Requests Notes Assets Opportunities Agreements

Note: In comparison with MS Dynamics CRM, Household Module in Siebel CRM is

equivalent to Marketing list Module in MS Dynamics.


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4 Contact center & Service(Account-Contact-Households-Solutions-Activities-Campaigns)

4.1 Accounts4.1.1 DefinitionAn account is a company representing a customer or a prospective customer.

4.1.2 Functionality

4.1.2.1 Adding Contacts to an Account4.1.2.2 Associating activities to an account4.1.2.3 System enables you to Look up account information



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4.2 Contacts4.2.1 DefinitionContacts are individuals with whom your company does business or with whom

you expect to do business in the future.

4.2.2 Functionality Verifying that a contact is an existing customer Managing contacts associated with a company Viewing information on a contact relationship Creating activities regarding a contact Looking up previous activity or service history for a contact Manage a Service request from a customer For example, customers may telephone a

call center to place a service request for a product.

Verify the caller Profile the caller Provide the needed service Record any activity to the callers account Perform any follow or wrap-up tasks if necessary

4.3 HouseholdsThe same as the Sales Households Sub-Module.


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4.4 Service Request4.4.1 DefinitionA service request is a customer request for information about or assistance with products

or services bought from a company.

4.4.2 Functionality4.4.2.1 View assigned service requests4.4.2.2 Create and update service requests4.4.2.3 Closing a Service Request4.4.2.4 Enter information about activities related to a service request4.4.2.5

Associate and view information related to a service request, including:

Attachments Solutions Service Requests Decision Issues

4.4.2.6 Log Change Requests associated with a service request4.4.2.7 Conduct customer satisfaction surveys associated with a service request4.4.2.8 Create and view status of service orders4.4.2.9 View audit trail information for a service request4.4.2.10 View graphical analysis charts of summary service request information


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4.5 Solutions4.5.1 DefinitionSolutions are answers to questions or service issues encountered by the customer.

Your company wants to keep track of these answers so that they are available the

next time someone asks the same or similar question.

4.5.2 Functionality4.5.2.1 Store a solution for future use.4.5.2.2 Organize solutions in the solution toolbar.4.5.2.3 Searching for Solutions.4.5.2.4 Associating a Solution with a Service Request.

--Note

Following the successful resolution of a service request, and before leaving the

service request record, the research and work associated with that service request

should be recorded as (service activities) against the service request in the Activities

view.

This keeps others from duplicating your efforts.

4.6 Activities4.6.1 DefinitionActivities are tasks that are required or have been performed. In a customer service

environment, activities are often associated with a service request and represent

steps taken to resolve a customer issue.

4.6.2 Functionality4.6.2.1 Create an activity4.6.2.2 Search for an activity to resolve a specific service request.4.6.2.3 Assign an activity to a service request


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4.7 Campaigns (From the customer service agent point of view)Customer service agents use the Campaigns screen and associated views when dealing with

inbound phone calls from customers.

- As customers call in response to a campaign-Agents must verify information about the customers

- Gather any additional information

-Determine whether any customers are possible opportunities.

-Agents can also use campaigns to make outbound calls for a marketing or sales

campaigns.


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5 Self service and E-Billing5.1 DefinitionOracle's Siebel eBilling Manager enables organizations to give consumer and business customers

comprehensive online access to bills and invoices. It offers specific capabilities for both B2C and B2Bbillers, including the ability to cost-effectively present bills online and provide customers with multiple

payment options.

5.2 Functionality5.2.1 Siebel eBilling ManagerOracle's Siebel eBilling Manager enables organizations to give consumer and business customers

comprehensive online access to bills and invoices. It offers specific capabilities for both B2C and B2B

billers, including the ability to cost-effectively present bills online and provide customers with multiple

payment options.

Online Bill Deliveryimprove service with secure, 24x7access to online bills

Interactive Statementspresent bills in either HTML or PDFformat

Online Paymentaccelerate receipts and reduce cash float Targeted Promotionincrease revenue by cross-selling

products and services

Paperless Accountsreduce printing and mailing costs withonline account management

5.2.2 Siebel Communications Billing AnalyticsOracle's Siebel Communications Billing Analytics application empowers business managers

and individual employees to analyze and understand their costs and usage by investigating

and identifying trends and patterns across multiple views of their own unique

organization.


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Create accurate historical and trend reports across billing periodswith versioned hierarchy capabilities

Conduct "what if" analysis with fast, real-time updates betweenbusiness hierarchies and reports

Distribute access to information throughout the organizationwith hierarchical and role based reporting features

Contain costs with account & cost center based reporting; budget,spend and usage analysis

5.2.2.1 Siebel eStatement ManagerOracle's Siebel eStatement Manager enables organizations to deliver interactive

and personalized online account statements to both individual consumers and

business customers. With the application, organizations can cost-effectivelypresent a variety of statements, including those for insurance, credit cards, bank

accounts, brokerages, and commissions.

Paperless Statementssave printing and postage costs withonline-only statement options

Convenient Accessallow customers 24x7 access to theirstatements

Targeted Promotionscross-sell services with offers tailored toindividual statements

Online Serviceeliminate costly phone calls by allowingelectronic access to statement reprints and account information

5.2.2.2 Siebel ePayment ManagerOracle's Siebel ePayment Manager enables organizations to give consumer and

business customers comprehensive online access to bills and invoices. It offers

specific capabilities for both B2C and B2B billers, including the ability to cost-

effectively present bills online and provide customers with multiple payment

options. Added Convenienceimprove service with secure,

24x7 online access to payment information

Accelerated Processingspeed up cash receipts andreduce cash float


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Paperless Accountseliminate lockbox fees, exceptionprocessing, and printing and mailing costs

Contextual Customer Serviceallow customers tocontact service representatives from within a bill

Flexible APIeasily plug into existing infrastructure5.2.2.3 Siebel EasyPay

Oracle's Siebel EasyPay application enables organizations to enable Web,

interactive voice response (IVR), and customer service representative payment

channels to accept one-time, scheduled, and recurring payments via a wide range

of instruments. As a result, Siebel EasyPay streamlines collections systems and

processes, while addressing the challenges created when multiple technology silos

exist to accept payments from customers. Robust Platformflexibly configure each channel to

specific needs

Administrative Efficiencyavoid the need to hire andtrain internal IT and accounting staff to manage

multiple applications and relationships

In-House Portabilitypreserve the option to convertto an in-house deployment in the future

Reliability and Securityleverage Oracle experienceto proactively manage the application for maximum

reliability and security

Flexible Business Modelsstructure multiplearrangements for collecting payments


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6 Partner Relationship Management(Collaborative Sales- Collaborative Marketing- Collaborative Service)

Deliver a comprehensive solution for managing partner communities by providingenhanced insight into program and partner performance,

Help companies adjust product promotions and sales execution, toultimately increase revenue.

6.1 Collaborative SalesSiebel Partner Relationship Management (PRM) facilitates the collaborative selling

Process between partners and brand owners by sharing a broad range of lead and

opportunity-related data such as contacts, activities and decision criteria.

6.2 Collaborative MarketingTo ensure brand consistency and the proper execution of integrated marketingcampaigns, Siebel PRM applications provide comprehensive marketing and analysis

capabilities, including the ability to

identify which customer segments generate the most revenue and the most profit.Siebel PRM enables organizations and partners to:

Jointly develop, execute and track the progress of multi-stage campaigns.

Evaluate marketing campaigns execution.

Effectively administer and manage market development

6.3 Collaborative Service6.3.1 providing a wide range of service and problem resolution capabilities.6.3.2 Enables partners to provide timely, consistent service to joint customers.6.3.3 Organizations can automatically deliver service requests to the right partners based on

attributes such as skills, locations, service hours, and service leads.

6.3.4 Allow partners to file and track service requests on behalf of customers.6.3.5 Gives partners the ability to perform online searches through solutions and FAQ databases6.3.6 Manage service entitlements for a customer or asset.6.3.7 Provides warranty and entitlement verification tools that allow users to validate the level of

service a customer is entitled to receive.

oracle siebel crm - analysis- final

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