Selling Without Boundaries

Chris BackerCRM Sales ConsultantMarch 15, 2002

Agenda• Business Challenges• Power of Integration• Complete Business Flows• Product Demonstration

• Oracle TeleSales• Oracle Sales Online

• Conclusion

Key Business Challenges

Lower Sales Costs Lower Sales Costs Sell Effectively as One Global Sell Effectively as One Global

Team Team Up-To-Date Customer andUp-To-Date Customer and

Sales InformationSales Information

Collaboration with PartnersCollaboration with Partners

Increase Sales Revenue Increase Sales Revenue and Productivityand Productivity Reduce ComplexityReduce Complexity

Seamless Integration Seamless Integration

Cost Effective Cost Effective

Simple Integrated SolutionSimple Integrated Solution

Ease of Maintenance Ease of Maintenance and Upgradesand Upgrades

The Sales Organization The IT Organization

More Time Selling, Less AdminMore Time Selling, Less Admin

Integrated with Integrated with Service and MarketingService and Marketing

Reliability and ScalabilityReliability and Scalability

Channel IntegrationChannel Integration

Traditional Sales Model

Sales ForceSales ForceCustomersCustomers PartnersPartners

Suppliers,Suppliers,Channel Partners,Channel Partners,

Re-sellers Re-sellers

Call CenterCall Center

Direct SalesDirect Sales

B2BB2B

B2CB2C

New Sales Model

Suppliers & Suppliers & PartnersPartners

Customer Customer ServiceService

ERPERPApplicationsApplications

E M P L O Y E E SE M P L O Y E E S

Self ServiceSelf ServiceApplicationsApplications

BusinessBusinessIntelligenceIntelligence

SystemsSystemsServiceService

ProvidersProviders

Direct SalesDirect Sales

E-StoreE-Store

PortalPortal

Customer

Out of the Box Integration

Inventory/MRP

Legend:Legend:CRM AppsCRM AppsCRM FoundationCRM FoundationERP AppsERP Apps

Sales OnlineCR

M In

tegr

atio

n Po

ints

ERP Integration Points

Marketing Online

Partners Online

QuotingiStore

Service

Collections

Incentive Comp

InteractionCenter

CRM Foundation

TeleSales

Order Management

AdvancedPricing

Configurator

Shipping

AdvancedPlanning

AccountsReceivable

360360oo Data Entry vs 360360oo View of Customer

NotesNotes

Customer IntelligenceCustomer Intelligence

Marketing IntelligenceMarketing Intelligence Sales IntelligenceSales Intelligence

Marketing OnlineMarketing Online

iiMarketingMarketing MESMES iiPayPay IncentiveIncentiveCompComp

Mobile Mobile FieldFieldSalesSales

iiStoreStore TeleSalesTeleSalesSalesSalesOnlineOnline

eBusiness PlatformeBusiness Platform

Common Application Architecture & SchemaCommon Application Architecture & Schema(TCA, Products, Pricing, Configurator, User Login, Security, etc)(TCA, Products, Pricing, Configurator, User Login, Security, etc)

Service IntelligenceService Intelligence

TeleServiceTeleService

iiSupportSupport

MobileMobileFieldField

ServiceService

FieldFieldServiceService

SparesSparesMgtMgt

DepotDepotRepairRepair

Universal Work QueueUniversal Work Queue

TasksTasks

MES/Knowledge BaseMES/Knowledge Base

ResourcesResources TerritoriesTerritories

CalendarCalendar

AttachmentsAttachments

Assignment EngineAssignment Engine

1-on-1 Fulfillment1-on-1 Fulfillment

Escalation ManagementEscalation ManagementInteraction HistoryInteraction History

PartnersPartnersOnlineOnline(POL)(POL)

Interaction CenterInteraction Center

WebWeb Mobile Mobile (Laptop, PDA)(Laptop, PDA)

Advanced Advanced SchedulerSchedulerContracts Contracts

for Salesfor Sales

Contracts Contracts for Rightsfor Rights

Contracts Contracts for Servicefor Service

Interaction CenterInteraction CenterIntelligenceIntelligence

Telephony, Scripting, Telephony, Scripting, Predictive Dialer, Predictive Dialer,

Call Center ConnectorsCall Center ConnectorseMail CentereMail Center WirelessWireless

iiMeetingMeetingCollaboration, Collaboration,

Chat.Chat.Co-browsingCo-browsing

Kit Solutions

Interaction ChannelsInteraction Channels

Interaction ChannelsInteraction Channels

Interaction ChannelsInteraction Channels

CustomersCustomersTerritoriesTerritoriesCalendarsCalendars

Work QueueWork QueueInstalled baseInstalled base

Knowledge baseKnowledge baseInteraction HistoryInteraction History

CustomersCustomersTerritoriesTerritoriesCalendarsCalendars

Work QueueWork QueueInstalled baseInstalled base

Knowledge baseKnowledge baseInteraction HistoryInteraction History

CustomersCustomersTerritoriesTerritoriesCalendarsCalendars

Work QueueWork QueueInstalled baseInstalled base

Knowledge baseKnowledge baseInteraction HistoryInteraction History

Marketing

Sales

Service

Oracle

IncentiveComp

Receivables

MarketingOnline Order Mgmt / ConfiguratorTeleSales Sales Online

Create MarketingCampaign

Generate & Qualify Lead Create Quote Book OrderManage

Opportunity

Roll Up Forecast

Apply Customer Payment

Ship Order

Invoice Customer

Compensate Sales Rep

Complete Business Flow: Campaign to Cash

D E M O N S T R A T I O N

Lead to OrderTeleSales & Sales Online

Q U E S T I O N S

A N S W E R S&