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Nov 25, 2013 (3 years and 7 months ago)

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CRM Software


SIEBEL OVERVIEW

What Is “Siebel”?

A
complete Front Office solution

with integrated

suite of applications



Sales force automation



Telesales / telemarketing



Marketing automation



Customer service



Field service automation

Direct

Web Site

E
-
Mail

Voice

Phone

Service

Sales

Marketing

Field

Service

Support

Open, Flexible Architecture

Back
-
Office Integration

Universal Access

Call center

Siebel Integrated Enterprise

Meeting the Challenges of the Front
Office

To succeed in the face of

fluctuating global competition,

companies need:


Information shared quickly among

all staff



Fast access to available resources
-


and faster ability to determine

what resources are available

Systems that are easily modifiable

and customizable to meet future

changes and growth


A “closed loop” cycle for

data management.

Intelligent automation tools and

use of business rules based on

“best practices” philosophy

Multiple access methods through

a logical layer representing

common business objects

Siebel provides

:

Closing the Loop

Shared

Marketing,

Sales, and
Customer Service

Data and Processes

Marketing
Management

Support Rep

TeleBusiness

Sales / Service

Management

Field Sales

Field Service

Siebel Enterprise Applications


Siebel Enterprise Applications is a
complete

CRM solution

which contains the following
modules.


Sales enterprise.


Service enterprise.


Call center.


Marketing enterprise.


Field service.


WHY SIEBEL

Why Siebel



Comprehensive Opportunity and account
management that fully supports
team
selling

-

Tracks each opportunity to sell





=>
Increased sales



Visual pipeline management
-

Better
planning



=>
Profitability

Why Siebel



One button quote and proposal generation
-

Quicker response








=>
Faster closure of orders



Complete marketing encyclopedia including
product information,price lists,detailed
competitive and decision support
information
-

Right information at the right
place at the

right time



=>
Increased Sales


Why Siebel



Sophisticated marketing analysis tools that
enable precise customer segmentation
-

Focussed approach


=>
Increased Profit



Measure, Monitor, and Track Marketing
Strategies
-

Better planning








=>
Lower wastage


Support for operations in multiple regions


Local language support (requiring a
localized version of Windows)


Ability to manage time differences


Ability to support local business models


Ability to meet local regulations


Why Siebel

Technology
Solutions

for CRM

Agenda


1. How Does CRM affect Business?

2. What are the various components of CRM?

3. Details of the Oracle CRM Suite

4. Challenges in today’s CRM Market

5. Demo of Oracle CRM

How Does e
-
ing CRM Make a Difference?


Increases Reach by Letting Customers
Access the System. Results are :


Intermediaries are Forced Out Unless they are
Adding Value


Systems need to be Simple to Use, Deploy and
Maintain


Automation is a Must


Security is an Issue!!


System Scalability

How Does e
-
ing CRM Make a Difference?


Makes Sales People to be More Focused
and Value Adding


Lower Entry Barriers put Pressure on
Margins


Truly Globalizes CRM by


Allowing Customers to be Located Anywhere


Allows Companies to Manage CRM across
Geographies

How Does e
-
ing CRM Make a Difference?


Compels Companies to be More Flexible.
For Example :


Allow Loyalty Programs Across Brick and
Mortar, Catalog and Web Stores


Allow Customers to Alter Dates Till Late in
the Order Cycle


Allowing Customers to Use Different Media
to Seamlessly Transact With Us


Frequently Introduce New Schemes,
Discounts, Freebies etc.

How Does e
-
ing CRM Make a Difference?


Puts Pressure on Delivery Systems by :


Allowing Customers to Customize Products
and Services


Allowing Customers to Choose Delivery
Dates Within Limits


Increased Customer Switching and
Competitive Product Launches Affect Forecast
Accuracy

How Does e
-
ing CRM Make a Difference?


Throws up New Opportunities for :


Collecting and Using More Customer Touch
Points


Advertising Products and Services


Increasing Sales Through Cross and Up Sells


Reducing Costs and Time by Doing Away
With Intermediaries and Information
Handovers

Bottom Line is ….


CRM has to be Far More Flexible


Systems Need to be Simplified and
Automated


Move from Transactions to Business
Intelligence

Components of CRM



Marketing



Sales



Service



Call Centre



E
-
Commerce

Marketing Automation

Management

pains
:



I

spent

$
20

million

on

marketing
.

What

was

my

return

?



More

and

more

people

are

coming

through

my

web

site
.

Who

are

they

and

what

do

they

want

?



I

have

4700

business

cards

in

my

fish

bowl
.

Where

do

they

go

?

Events & Seminars

List Management

Collateral

Lead Management

Campaign Management

Goals, Objectives & Metrics

Products, Promotions & Incentives

Marketing

Intelligence

Marketing


Sales Automation

Management pains:



Why can’t I get my global sales forecast
when I need it ?


How do I assign my 1000 qualified leads
into the sales channel ?


Am I compensating my top sales reps
appropriately?

Sales

Compensation

Forecasting

Opportunity Management

Account & Contacts

Order Management

Administration

Territories

Selling

Intelligence

Marketing Encyclopaedia

Service Automation

Management

pains
:



How

can

I

deliver

consistent

quality

service?


How

do

I

reduce

my

cost

of

service

inventory

?


How

many

more

times

do

I

have

to

dispatch

a

field

engineer

for

the

same

problem

before

they

fix

the

product

??

Service

Customer

Contracts

Support/Defect

Products

Field Service

Knowledge

Depot/RMA

Billing

Spares & Logistics

Work Force Mgt.

Service

Intelligence

Call Centers

Management

pains
:



How

many

agents

do

I

need

and

when

?


Why

are

my

agents

silo’d

by

functionality

or

channel

?


How

do

I

efficiently

route

the

customer

to

the

right

agent

?

Call Centre

Virtual

Call / FAX Back Support

Full CRM & ERP Integration

Multi
-
Media Access

Intelligent Routing

Enterprise
-
wide Statistics

IVRU / ACD

Scripting

Task Management

Marketing,
Selling & Service

Intelligence

E
-
commerce

Management pains:



How do I integrate my web store with my
enterprise applications ?


How do I go from transactions to 1:1
relationships ?

E
-
commerce (Sales & Support)

Walk
-
in

Products / Pricing

Shopping Cart

Identification

Fulfilment

Payment

Collections

FAQ Site

Knowledge Base

Trouble Management

Collaboration

Sales & Service

Intelligence

Internet Business Practices


How Many Leads Did Marketing
Generate?


What is the Sales Global Forecast?


How Much Contract Revenue is Leaking?


What is Most Profitable Support Medium?

Integrate Marketing, Sales and Service

Integrate Web, Call Center, Face
-
to
-
Face

Integrate to Back Office

Few can eat the
elephant

in one bite.

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

i
Marketing

MES

i
Pay

Incentive

Comp

Field

Sales

i
Store

TeleSales

Sales

Online

eBusiness Platform

Common Application Architecture & Schema

Service Intelligence

Customer

Support

i
Support

Mobile

Field

Service

Field

Service

Spares

Mgt

Depot

Repair

Contracts

Contract
for
Rights

Service
Contract

Universal Work Queue

Tasks

MES/Knowledge Base

Resources

Notes

Territories

Calendar

Attachments

Assignment Engine

1
-
on
-
1 Fulfillment

Order Capture

Interaction History

Partner

(POL)

Call Center

Multimedia Telephony Mgr

Call Center Connectors

Predictive Dialer

Scripting

Email Center

Web

Mobile

(Laptop, PDA, WAP)

Advance
Scheduler

Call center

Intelligence

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

The Emphasis on Efficiency

Marketing

Sales

Service

Face
-
to
-
Face

Call Center

Web

Oppty to

Forecast

Plan to Campaign

Campaign to Results

Click to

Order

Call to

Order

Plan to

Incentive

Click to

Service

Click to

Service

Contract

to Renewal

Problem to

Resolution

Oracle CRM Customers


Airbus Industries


Cisco


Beneficial Life


Chartered Semiconductor


Citibank, Citicard


TataTeleservices


Satyam Infoway


Hewlett Packard


EMC


Oracle Corporation


Officefurniture.com


Specialized Cycles


Papa John’s


Wolfarm Research


US Deptt. of Transport


Staff Leasing


Retailer Market
Exchange

Challenges in Today’s CRM
Market


Integration of disparate systems


Front Office to Back Office


Multi
-
Channel


Different data models


Multiple, inconsistent architectures


Unsynchronized system upgrades


Higher customer expectations

If you play a chess game and look only


at your pieces, you will likely lose


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

CTI / 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

Alliances or

Acquisitions

Kit Solution

Limited footprint

Heavy

Customization

Least common

denominator integrations

No coordination of
upgrades

Failure of Alliances

Rewrite of kit solution

integrated

Out
-
of
-
Business

or Get Acquired

What is happening to niche vendors
today?

A Modular, Architected Solution

Marketing

Sales

Service

Intelligence

CTI / Call Center

Configuration

e
-
Commerce

ERP

e
-
Mail

®

®

®

®

®

®

®

®

®

Foundation Modules

Enterprise Customer
Data Model

Single Technology Stack

360
o

Data Entry vs
360
o

View of Customer

Oracle

Kit Solutions

Interaction Channels

Interaction Channels

Interaction Channels

Customers

Territories

Calendars

Work Queue

Installed base

Knowledge base

Interaction History

Customers

Territories

Calendars

Work Queue

Installed base

Knowledge base

Interaction History

Customers

Territories

Calendars

Work Queue

Installed base

Knowledge base

Interaction History

Marketing

Sales

Service

Customer Intelligence

Marketing

Intelligence

Sales Intelligence

Marketing

i
Marketing

MES

i
Pay

Incentive

Comp

Field

Sales

i
Store

TeleSales

Sales

Online

eBusiness Platform

Common Application Architecture & Schema

Service Intelligence

Teleservice

i
Support

Mobile

Field

Service

Field

Service

Spares

Mgt

Depot

Repair

Contracts

Contract
for Rights

Service
Contrac
t

Universal

Work Queue

Tasks

MES/

Knowledge Base

Resources

Notes

Territories

Calendar

Attachments

Assignment Engine

1
-
on
-
1 Fulfillment

Order Capture

Interaction History

Partner

(POL)

Call Center

Multimedia Telephony Mgr

Call Center Connectors

Predictive Dialer

Scripting

Email Center

Web

Mobile

(Laptop, PDA, WAP)

Advance
Scheduler

Call center

Intelligence

Sales Pitch

eBusiness Suite

360
o

customer view

Increase revenues

Channel collaboration

1
-
to
-
1 marketing

Closed
-
loop marketing

Unassisted sales

Customer consistent
experiences

Increase efficiencies

Customer loyalty

Business intelligence

Success stories

Great

presentations

We are the Best !!

How to make the difference ?

All vendors have the same Sales Pitch


It is difficult to evaluate applications.
They are big and complex


All vendors come up with spectacular
sales pitches, shows and demos. It just
cannot be true


Dramatic lack of objective information


Selection processes never enable to
validate everything and to make a secured
decision


We know that
all the risks are ours


Each time we sign a contract,
“the hands
tremble”


Difficulties to select a vendor

What can we do ?


Over years we made
inconsistent Point
Solution purchases


Today we have a
puzzle of software

that do
not talk to each other


Some have interfaces that are difficult to
maintain and we often have data integrity
issues


Others just do not communicate


We cannot provide Channel Collaboration
and 360
o

Customer Interaction


Our customers are not willing to be exposed
to
segmentation inside our organization


Experience of Large Companies

Building component by component lead
to desintegrated information


Operations



Functionalities


eBusiness Initiative


Big Picture or Point Solution


Solution Architecture




Corporate


Strategies


Select a CRM Vendor

What is the right level to make a choice ?

Selecting a CRM Vendor

Corporate Strategies:



Select a Solution that provides the right infrastructure to boost Strategic
objectives.


At medium level, eBusiness Initiative:


Start a path or add components into an eBusiness initiative vs. enhance
solutions that limit efficiencies and multiply the cost


Big Picture or Point Solution


Buy apps. that are compliant with the company apps. vision and strategy
to build coherent systems vs. a piece of software to satisfy point
requirements and do not collaborate with the rest


Selecting a CRM Vendor

Solution Architecture




Buy pieces that can grow into a coherent eBusiness Solution



The more CRM initiatives you launch, more collaboration with other
CRM components and back office products


Operations / Functionalities:



Validate that the features/fonctions of the Solution are compliant with
the daily operations of the company. Examples:



The product may have outdated client
-
server architecture that will
limit the path into the New Economy and will need to be replaced in
the mid
-
term.



You may select a great Marketing tool but it does not collaborate
with the Sales application, and add one more customer file into the
company.


Evaluate
Vendors

Product fit

Costs

Licences/Maintenance

Local Consulting

Expertise Level

Global Support 24*7*365

Expertise Level

Success Stories

Status and Vision

of the Vendor

Functional dependencies

by Alliances

Re
-
write maturity

of acquired products

R&D effort

Product completeness

and deepness

Architected vs. Intégration


Up
-
to
-
date Architecture

Avoid Emulation Layers

A Solution Path

Global Vendor

Global Products

Analysts

Assessment

Evaluation des

Marches Financiers

Risks of “fashions”

Upgrade difficulties

Operation costs

TCO

Long term reliability

Risks reduction

Evaluation criteria

Architecture across Front / Back Office from different vendors

Inventory

Human

Resources

Procurement

Manufacturing

Catalogue

Pricing

Promotions

Discounts

Pricing

Promotions

Discounts

Catalogue

Inventory

Sales

Online

Payment

Receivable

Shipping

Sales

Compensation

Sales

Intelligence

Planning

ATP

Invoicing

Limited functionality

S y n c h r o n i z a t i o n

CRM

ERP

Customer &

Credit

Customer &

Credit


It was HUGE and LONG but now we have our Front Office and Back Office


running together


No instructions were provided !!

Please don’t tell me that a new version is
coming up

Integrating Front Office components or Front / Back Office from


different vendors