CRM Presentation - MI-OAUG

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30 Οκτ 2013 (πριν από 3 χρόνια και 7 μήνες)

64 εμφανίσεις



Oracle
CRM

Road Map




Amit Ghosh

Product Manager

CRM Product Speaclist


Why no point solutions?


Integration is costly and hard


Integration requires access to multiple data
sources


Who then owns the responsibility of a
successful implementation?


What happens when its time to upgrade?


Who do you call when things do not work?


Who knows integration better than Oracle?

The Integration Nightmare

Marketing



Valex



Epiphany



Rubric



Paragen



Prime Response

Sales



Vantive



Onyx



Siebel



Trilogy



Service



Vantive



Siebel



Clarify



Astea



RTS



Metrix

Intelligence



SAS



Cognos



Brio/SCRIBE



Actuate



Business Objects

Call Center



Genesys



Dialogic/Intel



Melita



Davox



ACD vendors



IBM



Lucent (Mosaix)



Geotel/Cisco



Graham Tech.

Configuration



Trilogoy



Calico



Aurum/Baan

e
-
Commerce



Broadvision



OpenMarket



IBM



Netscape



Intershoppe



Microsoft

ERP



Baan/Aurum



SAP



PeopleSoft

e
-
Mail



eGain



Kana



Brightware

Oracle E
-
Business Footprint


A Modular, Architected Solution



E
-
Business Suite

Business Intelligence

Business

Applications


Analytical

Applications

Applications

Application Object

Library

Forms & Reports

Workflow

System Administration

Flexfields

i
AS (Application Server)


8i

Database

E
-
Business Platform

Common

Infrastructure

Common

Services

Database

Internet

Application

server

Oracle E
-
Business
Suite

Business Intelligence

8i, iAS, Common infrastructure and services

Common Application Architecture & Modules

Resources, Territories, Tasks, Notes, Calendar, Fulfillment Manager

Marketing

Order Fulfillment

Sales

Supply Chain

Contracts

Manufacturing

Service

Financials

eCommerce

Human Resources

Collaboration

(iMeeting)

Integration

9iAS InterConnect, Web Services

Open APIs, Adapters, Standards
-
based message broker, Extensibility / SDKs,

XML Business Objects, Transformers

CRM Product Road Map

Sales Intelligence

i
Payment

Quoting

Contracts

i
Store

TeleSales

Sales

Online

Service Intelligence

Territories

Calendar

Attachments

Assignments

1
-
to
-
1

Escalations

Interactions

Internet

Web

Mobile

(Laptop, PDA)

E
-
Commerce Intelligence

Wireless

iSupport

eMerchandising

OMO

Tasks

Notes

Resources

Customer Intelligence

Marketing Intelligence

Marketing Online

MES

E
-
Business

Platform

eBusiness Platform

9i Application Server (J2EE), Database, Web Cache, Data Warehouse, Data Mining, OLAP



Common Application Architecture & Schema

Inventory, BOMs, Pricing, Configurator, Installed Base,

TCA (Common Customer Model), User Login, Security, etc

UWQ

TeleService

Contracts for Service

Knowledge Mgmt

Interaction Center

eMail Center

Telephony

Call Center Connectors


Analytical

Applications



Business

Applications



CRM

Foundation


MultiChannel

Touch Points



E
-
Business

Foundation

Quoting

Oracle CRM Business Applications


BIS



Service




Contracts



Sales




Marketing



Collaboration


Business Intelligence

Marketing Online

Marketing Encyclopedia

System

Partners Online

Sales

Online

iStore

Telesales

Incentive

Comp

Mobile Field Sales


Spares

Management


Contracts

Core

Service

Contracts

Contracts for Rights

Contracts for Sales

iSupport

Teleservice


Quality

Online


Depot

Repair


Advanced

Scheduler

Mobile

Field Service

iMeeting

Trade Management

Integration

9iAS InterConnect, Web Services

Open APIs, Adapters, Standards
-
based message broker, Extensibility / SDKs,

XML Business Objects, Transformers

CRM Product Road Map

Sales Intelligence

i
Payment

Quoting

Contracts

i
Store

TeleSales

Sales

Online

Service Intelligence

Territories

Calendar

Attachments

Assignments

1
-
to
-
1

Escalations

Interactions

Internet

Web

Mobile

(Laptop, PDA)

E
-
Commerce Intelligence

Wireless

iSupport

eMerchandising

OMO

Tasks

Notes

Resources

Customer Intelligence

Marketing Intelligence

Marketing Online

MES

E
-
Business

Platform

eBusiness Platform

9i Application Server (J2EE), Database, Web Cache, Data Warehouse, Data Mining, OLAP



Common Application Architecture & Schema

Inventory, BOMs, Pricing, Configurator, Installed Base,

TCA (Common Customer Model), User Login, Security, etc

UWQ

TeleService

Contracts for Service

Knowledge Mgmt

Interaction Center

eMail Center

Telephony

Call Center Connectors


Analytical

Applications



Business

Applications



CRM

Foundation


MultiChannel

Touch Points



E
-
Business

Foundation

Quoting

Oracle CRM E
-
Business Suite


Analytical

Applications




Business

Applications






CRM

Foundation




Interaction

Channels


E
-
Business

Foundation

E
-
Business

Platform

Customer Intelligence

Marketing Intelligence

Sales Intelligence

Marketing Online

e
Merchandising

MES

i
Payment

Incentive

Comp

Mobile

Field

Sales

i
Store

TeleSales

Sales

Online

eBusiness Platform

Common Application Architecture & Schema

(TCA, Products, Pricing, Configurator, User Login, Security, etc)


Service Intelligence

Universal Work Queue

Tasks

MES/Knowledge Base

Resources

Notes

Territories

Calendar

Attachments

Assignment Engine

1
-
on
-
1 Fulfillment

Esclation Management

Interaction History

Partners

Online

Interaction Center

Web

Mobile

(Laptop, PDA)

Tele

Service

i
Support

KM

Mobile

Field

Service

Field

Service

Spares

Mgt

Depot

Repair

Advanced
Scheduler

Contracts

for Sales

Contracts
for Rights

Contracts
for
Service

Interaction Center

Intelligence

Telephony, Scripting,

Predictive Dialer,

Call Center Connectors

eMail Center

Wireless

Quality

Online

Quoting

Multiple Channels

E
-
mail

Telephone

Web

Mobile Devices

CRM Foundation Is . . .


Application components that can be used by all
CRM modules (such as Tasks, Resources,
Notes)


Common infrastructure upon which CRM
modules are built


Shared modules that can integrate with

ERP through CRM

CRM Foundation Modules

Resources

Escalation

Mgr

Attachments

Territories

Universal

Work

Queue

Calendar

Tasks

1
-
to
-
1 Fulfillment

Assignment

Engine

Interaction

History


Knowledge Base

Notes

Advanced

Inbound

(Inc IVR)

Advanced

OutBound

Scripting

eMail

Center

Interaction

History

Calendar

Task

Mgt

Solutions

Mgt

Installed

Base

Spares

Mgt

Scheduler

Territory

Mgt

Events

&

Counters

Notes

Example : Service11
i

Assignment

Mgt

Resource

Mgt

For Example…

Teleservice

Telesales

Resources

Escalation

Mgr

Attachments

Territories

Universal Work Queue

Calendar

Tasks

1
-
to
-
1
Fulfillment

Assignment

Engine

Interaction

History


Knowledge

Base

Notes

Interaction

Type, Activities,
Start/End

Call Center

Intelligence

Interaction

History

Interaction & business
data per interaction

Interaction data
per interaction

UWQ GUI

Work Selection



Media



Tasks/

Assignments

Work Queue Status



Tasks/

Assignments



Media


Media Queues

Inbound Telephony

Outbound Telephony

Email

Media

Queue

Types/

Count

Task/

Assignment

Engines

Tasks, SR, etc

Task

Queue

Types/

Count

Task

Item

CRM Application

Task/Assignment

Management

Modules (GUI)

Select
Tasks

Interaction
Blending

Defines media work
items per business
rules (service levels)

Media

Item to

Work

Next

Media Queue Activity

Media Data for
Screen
-
Pop

Media

Item

Data

CRM Business

Application

“Screen Pop”

(Contact Center or

Response Center)

Media

Item

Request

Select
Media

Select
Next

Interaction

History API

Media

Activities

Timing

Outcomes

Media Interface

Inbound Telephony

Outbound Telephony

Email

CCI Gateway

Application
-
specific

business data for

call center intelligence

Interaction Blending

Automatic delivery

of media work

items per IB

direction

UWQ APIs

Task Mgmt

IVR Integrator

Internet

Email Customer

Oracle 11i Interaction Center

CTI Enabler

UWQ

Interaction

History

Business

Intelligence

Outbound

Interaction

Blending

eMS & eMC

Email

ACD

IVR

MCM

Queuing &

Distribution

Requester

Telephony

Workflow

Routing

Oracle Data &
Applications

Bus. Application

& Scripting

SoftPhone

Agent Desktop

eMC GUI

PSTN

Customer

Route Call on
Business Rules
(Data, Skills)

Queue and
Distribute to
Agent When
Selects Next
Work Item

Update Interaction
History & Business
Data

Dynamically

Selects Next Agent
Media Interaction

Intelligent

Campaign
-
based
Automated
Outbound

Call

Email Screen Pop

Application &
Email GUI

CTI

Msgs

ANI/
DNIS/
IVR

Caller
Info

Caller ID (ANI) or
Call Category
(DNIS)

Qualify Caller/

Category Further

Telephony Integration
to Business
Application (CTI)

Caller IVR Data

Customer Call

Customer

Email Info
and Email
Category

Screen Pop

Application &
SoftPhone

Agent Task

Work Item

Selection

Task


Screen Pop

Business
Module

Customer Email

Oracle Campaign to Cash
Process Flow

Budget

Campaign

Lead

Opportunity

Payment

Invoice

Order

Quote

Compensation

Enabling
Campaign to Order to Cash to Service


Click to Order


Campaign to Order


Order to Fulfillment to Cash


Walk
-
in to Resolution (eService)

Campaign

Service

Cash

Fulfillment

Order

Marketing

Online

eMerchandising


iStore

iPayment

Quoting

Configurator

Adv Pricing


Order
Mgmt

Shipping

Inventory

iPayment

Financials


iSupport

Teleservice

Interaction

Center

Contracts



Complete E
-
Commerce Offering





Create Rules/Web

Merchandizing

Strategies

Create Promotions/

Offers

Create Segmentation

Strategies

Create/Execute

Campaigns


Execute targeted

e
-
mail/direct mail

campaigns


Display

personalized

Content, Offers and

Product

Recommendations

(Catalogs)


iStore

Marketing Online

eMerchandizing


Customer

Adds to Shared

Shopping

Cart

(B2B, B2C)




TeleSales Agent

Creates Shared

Quote

(B2B, B2C)



Salesrep Creates

Shared Quote

(B2B,B2C)

Sales Online/

Quoting

iStore

TeleSales/

Quoting

Create Order


Order Mgmt

Enterprise Data



Inventory


Configurations

Pricing

Customers (TCA)

Catalogs

Contracts

Installe
d

Base

Fulfill Order and

Process payment

Financials/ OM

Provide Post
-
Sales

Support/ Process Returns

(Self
-
Service)



iSupport/

Knowledge Mgmt

Analyze Customer

Data

(Data Mining)

Business Intelligence

BI Tools


Analyze

Browsing Behavior

(Clickstream Analysis)

Personalization

Campaign to Order

Create Campaigns,

Promotions, Offers

Customer Selects
and Enters
Specialty

Web Store

Customer Sees
Cross
-
sell/up
-
sell
item(s)

Customer Adds
Item(s) to Shopping
Cart

Customer sees
personalized
content and offers

Customer adds
more to Shopping
Cart

Customer Gets
Discounts
Automatically

Customer Submits
Order

Advanced Pricing

OMO

eMerchandising (OMO)

iStore

OMO



Design effective segmentation
strategies, promotion rules and
campaign targets


OLAP and Data Mining


Target campaigns and promotions


Deliver personalized
content,offers and pricing


Offer personalised product
recommendations



Cross
-
sells/Up
-
sells


Targeted Specialty Stores

iStore

iStore

OMO

Click to Order

Validate/process
Payment
Information

Customer Adds
Item(s) to Shopping
Cart

Customer registers/
Logs On

Customer Selects
and Enters Web
Store

Customer initaites

checkout

B2B Customer
reviews

Company Account

Activity and Details

Customer Gets
Discounts

Customer
Negotiates and
Accepts Terms


Customer Checks
Product
Availability

Customer
saves/shares

cart

Customer Views

Terms and
Conditions


Adv Pricing

Contracts

Contracts

Inventory

Configure Products

Configurator

TCA

iPayment

Customer
submits

order




Strong

B
2
B

Support



Global

Support


Rich

product

catalog


Shared

Carts/Quotes


Advanced

pricing


Powerful

configurator


Real
-
time

ATP

Checks


Contracts

and

Pricing

Agreements


Multiple

Payment

methods


Real
-
time

payment

authorization

B2B Customer

Reviews Quote

Quoting

iStore

Quoting


Convert

Opportunities

to

Quotes


Create

and

share

Quotes

across

multiple

Sales

Channels

-

TeleSales,

Sales

Online,

Web

store


Configure

complex

products


Perform

real

time

global

availability

check



Provide

varied

pricing

capabilities


Publish

Quote

to

Web

store


Validate

and

Submit

Quote

to

Order

Order to Fulfillment to Cash

Book Order

Update Installed
Base

Update Inventory

Pick, Pack and Ship
Order

Generate Invoice

Process Payment

Track Order Status

Inventory

Shipping

Installed Base

OM

AR

AR

OM

Customer Submits

Order




Streamlined

order

management

and

fulfillment


Real
-
time

Inventory

reservations


Process

payments

and

realize

revenue

rapidly


Manage

Installed

Base


Complete

Order

Tracking


Expose

accurate

and

timely

demand

to

supply

chain


iStore


Walk
-
in to Resolution

Customer Logs On
/Registers

View Orders,
payments, Shipping
status, etc.

View Installed Base

Search For Solution

Create Service
Request/ RMAs

Route Request to
Agent

Customer Resolves
Issue

Installed Base

KM

iSupport

iSupport

Request for Web
Callback

TeleService



Integrated Customer Service Portal



Transactional Inquiries
-

order status,
payments, etc.



Returns (create RMAs)



Problem Avoidance Architecture
-

powerful knowledge management
system



Service Request Management



Online Forums



Seamless Integration with TeleService

iSupport

iSupport

The 360 Degree Customer View

Customer

Demand

Creation

Lead

Generation

Lead

Mgnt

Order

Mgnt

Quoting

Contracts

Service

Mgmt

Targeting and profiling

Lead generation

Response management

Lead qualification and
scoring

Lead assignment and
distribution

Opportunity management

Pipeline and forecast management

Quoting

Order management

Product Fulfillment

Product Maintenance

Opportunity

Mgnt

Prospecting

Customer Management

Customer care and support

Service management

Pricing and discounting

Up
-
selling and cross
-
selling


Oracle Service Suite


CRM Foundation Modules

TeleService

Customer Intelligence

Service

Online

Contracts

iSupport

Oracle Service Suite

TeleService

CRM Foundation Modules

Customer

Support

Customer


Care

Customer Intelligence

Oracle Service Suite

Service Online

CRM Foundation Modules

Field

Service

Palm

Depot Repair

Field


Service

Mobile

Field

Laptop

Oracle Service Suite

Contracts

Contracts

Integration

Contracts for

Service


Contracts

Core

Oracle Marketing Suite

i
Marketing

Marketing

Online

Marketing

Encyclopedia

Marketing Intelligence

Customer

Int.

Reports

Discoverer

Workflow

Accounts

Receivable

A/R

Order

Capture

Resource

Manager

H/R

Quality

Order Mgt.

WIP

& BOM

Inventory

Projects

Solutions

Mgt.

Installed

Base

Spares

Mgt.

Scheduler

Customer

Support

Service

Contracts

Field

Service

Depot

Repair

Interaction


Center

i
Support

Mobile

Field

Service

Service 11
i
:
e
-
Service delivered

E
-
Mail

Web

Laptop

Palm

Phone Call

Customer
-
Facing


Products

Functional

Products

Additional

Modules

ERP


Back
-
Office



PRODUCTS

Business Analysis

Products & Tools

WORKFLOW

& OTHER MODULES

Multi
-
channel

-

same data

Mobile Devices

Online

Applications:


Sales Online


Field Services

Mobile

Device

Gateway

Applications

Server

Data

Server

PalmOS

compliant devices

Windows 95, 98/NT

compliant devices

Phones &

Pagers

Asynchronous

Filtered

replication

Synchronization

Multiple Vendors Campaign to
Cash Process Flow

Budget

Campaign

Lead

Opportunity

Quote

Order

Payment

Invoice

Compensation

Oracle Marketing Online
Integration

Items

Collateral

Products

Campaigns

Prospects

Events

Leads

Responses

Results

TeleSales

Field/Mobile

Sales

i
Store

Marketing

Encyclopedia

System

Inventory

Accounts

Receivables

i
Survey

Prospects

Customers

Order

Management

Prices

Offers

/Discounts

e
Merchandising

Marketing

Intelligence

Marketing

Family

Calendar News

Collateral

Marketing

Promotion

Language

Sales

Family

Examples of Architected eBusiness
Integration


Campaign Budget, Marketing spending



Marketing Online to General Ledger


Offers and Pricing


Marketing Online to Inventory


Marketing Online to Pricing


Lead to opportunity


Marketing Online to Sales Online/Telesales/iStore


Opportunity and Quote Sharing


SalesOnline/Telesales/iStore


Configure Items


SalesOnline/Telesales/iStore to Configurator


Product Availability


SalesOnline/Telesales/iStore to Inventory


Marketing ROI


Marketing Online to Order Management to Receivables

Examples of Architected eBusiness
Integration


Support Entitlement


Teleservice to Installed Base to Service Contracts


Support billing and renewals


Teleservice to Service contracts to receivables


Self service support to field dispatch


multichannel : isupport/Teleservice/Mobile Field Service


Service Request to return


isupport to order management


Repair to Installed base


isupport/Teleservice/Mobile Field Service to installed base


360 degree view of customer


all customer interactions/transactions, assisted and unassisted in
single repository

Campaign


Quote

Order

Service

Competition at a Glance


Opportunity

Configure

Fulfillment

Oracle

Selectica

IBM

Siebel

Microsoft

PeopleSoft

Campaign


Quote

Order

Service

Competition at a Glance


Opportunity

Configure

Fulfillment

Oracle

Selectica

SAP

IBM

Siebel

Microsoft

PeopleSoft

PeopleSoft


Clarify

Q U E S T I O N S

A N S W E R S