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CRM & Self Service Solution Overview

Alastair Small, Lead Solution Consultant, CRM
Len Mason, Lead Solution Consultant, Self Service
Dave Bilimoria, Senior Director, Communications & Media IBU
Oracle’s Footprint in Communications
 The CEO’s Agenda: “Growth is the
Focus”*
Strategic Priorities
• Increase Market Share
• Increase Revenue
• Acquire New Customers
• Enhance Value of Existing Customers

Challenges
• Inconsistent Customer Experience
• Business Model Complexity
• Technology Limitations

The Economist: CEO Briefing – “Corporate Priorities for 2006 and beyond”
 What is Transformational Growth?

Leading your industry by

transforming your company to:
• Identify your best customer and
prospects

• Innovate to capture growth markets

and share of wallet

• Ensure the highest level of customer

loyalty
Oracle CRM – Transformational CRM

Marketing/
Loyalty
Incentive SFA
Comp

PRM Call
Center

Field Order
Service Mgmt

Self
eBilling Service
The Right CRM for Your Company

Simple CRM Me Too CRM

Transformational CRM
 Commitment to CRM Innovation… Transformational CRM
Customer-Centric CRM
5.6 M
5.0 M

CRM for Everyone,

Enterprise BI

CRM
On Demand

3.0 M
Analytics, Standards-
Based Integration
Best
Practices
CRM

2.17 M
Multichannel
CRM

Industry-Specific
CRM
1.3 M
Integrated CRM
Integrated 1M
Sales and Customer
Service
Enterprise- Mobile SFA
Class 600,000
Siebel
SFA
Systems
Founded 200,000
20,000 60,000
500 4,000

1993 1995 1996 1997 1998 1999 2000 2001 2002 2003 2004 2005 2006
 Siebel CRM 8.0 – Transformational
CRM
• Empower Users
• Provide proactive, real time insight
• Intelligence at the moment of interaction
• Flexible, role-based user interface

• Enable Business Responsiveness

• Rapid deployment of business process changes
• End-to-end enterprise-class integration
• Full SOA compliance

• Ensure Value
• Support multiple deployment options
• Largest ecosystem for implementation success
• Most vertical specific expertise
Siebel CRM Product Line
 Siebel Communications Solution Overview
Call Field Bills & Retail POS/ Direct
Partners Web/ Wireless
Center Sales / Stmts Stores ATMs Mail
eMail
Service

Differentiated Relationship Partner Personalised

Enhanced
Customer Driven Network Self Intelligence Sales Customer
IT
Service Selling Optimisation Service Driven Strategy Value
Service
Marketing Execution Management
Management
Streamlined Order Management

Customer Insight

Real Time Decisioning

Single Customer View

Customer & Product Data Consistency

Customer Data Integration
Mastering & Accuracy

OSS & BSS

Billing &
Provisioning Activation Network Mgmt Custom
Revenue Mgmt

10
 Siebel Communications Solution Overview
Call Field Bills & Retail POS/ Direct
Partners Web/ Wireless
Center Sales / Stmts Stores ATMs Mail
eMail
Service

Siebel Field Siebel

Siebel Call Siebel
Sales / Self Service Siebel Siebel
Center PRM Siebel Siebel
Service & eBilling Marketing Loyalty
ICM HelpDesk
Automation Management
Siebel Order Management

Oracle Business Intelligence

Oracle Real Time Decisioning (RTD)

Siebel Customer Data Integration (CDI)

Siebel Universal Customer Master

Fusion Middleware Siebel Data Quality
Product Data Hub

OSS & BSS

Billing &
Provisioning Activation Network Mgmt Custom
Revenue Mgmt

11
Siebel Communications
Setting the New Standard for CRM

• Faster
– Faster deployment
– Faster performance
• Simpler
– Easier to deploy
– Easier to use
• Smarter
– Deeper industry-specific functionality
– Analytics capabilities extended to all users, not
just specialists
– Intelligence embedded into applications and
workflow
• More affordable
– Lower total cost of ownership
– Hosted deployment options to reduce capital
investment requirement
– Pay-as-you-go subscriptions
• Flexible
– Delivered on premise, on demand or in
combination
• Open - Service Oriented Architecture
– Non-proprietary, standards-based integration
architecture

12
Targetting / Acquisition

13
 Oracle’s Siebel Enterprise Marketing Suite
• Open, flexible, business intelligence platform
Customer &
• Powerful descriptive and predictive analytics
• Pre-built dashboards, personalized access
Business
Insight • Fact-based planning & budgeting
• Enterprise calendar
• Project and content management
• Align and optimize spending

Marketing Planning &

Reporting & Resource
Analytics Management
• Closed loop tracking
• Role-based, real time analytics Manage Understand
• Continuous learning • Segmentation and targeting
Customer • Campaign design and execution
Measure Plan • Outbound, inbound, triggered
• Integrated loyalty management
Response & Execute Campaigns
Lead and Loyalty
Management Management

• Multi-channel response capture

• Collaborative lead management
• Integrated ROI analytics Events
Management &
Execution • Events management
• Invitation, registration, follow-up
• Integrated customer-facing portal

14
 Insight-Driven, End to End Solution (Traditional,
Outbound)
Business and Goal Aligned Segmentation and Multichannel
Customer Insight Planning and Budgeting Campaign Management

• Business and customer analytics • Marketing planning and • Drag & drop segmentation
• Proactive alerts budgeting • Templates
• Fact-based planning • Plan and goal templates • Multi-stage, triggered campaigns
• Interactive assistance • Integrated events management

Closing The Loop and Collaborative Response Personalized Customer

Measuring ROI and Lead Management Experience

• Measure results in real-time • Multi-channel response capture • Permission-based, personalized

• Visibility into entire market to • Lead qualification and routing email and web offers
sales process • Time-based lead acceptance • Real-time decisioning
• Track budget to actual • Self-service events registration

15
 Insight-Driven, End to End Solution (Real Time, Inbound)
Business and Goal Aligned Segmentation and Multichannel
Customer Insight Planning and Budgeting Campaign Management

• Business and customer analytics • Marketing planning and • Drag & drop segmentation
• Proactive alerts budgeting • Templates
• Fact-based planning • Plan and goal templates • Multi-stage, triggered campaigns
• Interactive assistance • Integrated events management

Closing The Loop and Analyze and adapt to Add Real Time context and
Measuring ROI response behavior present optimal offer

• Measure results in real-time • Examine response patterns • Arbitrate based on context and
• Visibility into entire market to • Profile customers who respond eligibility
sales process and those who don’t learn and • Real-time predictive analytics
• Track budget to actual adapt • Self-learning

16
 Marketing Segmentation
• Highly Interactive Interface
– Drag and drop criteria definition and
grouping, across multiple target levels
– Simplified query terminology (‘Start with’,
‘Keep’, ‘Add’, ‘Exclude’ customers)
– “Waterfall” style display of counts
– Sample counts for large data sets
– Personal and shared segment catalogs
• Fully Integrated on Analytics
Platform
– Queries across many different stars and
subject areas, allowing complex queries
– Shields the marketer from underlying
data complexity and performance
optimization
– Uses same meta data as reporting tools;
leverages all available calculations and
metrics, plus data mining models
• Enforcement of Global Rules
– Allows rules (such as profiling, privacy,
contact frequency) to be easily applied
– Allows suppressions (based on the
above rules) to be consistently enforced
17
Campaign Automation and Dialog
Management
• Multi-Stage Dialog Design
– Automation of one-off, recurring and
event-triggered campaigns
– Graphical drag and drop interface, to
combine reusable marketing tactics
• Multiple Offers and Segments
– Ability to target multiple segments with
multiple offers, outbound and inbound
– Split campaign and offer allocation,
based on sophisticated segmentation
• Integrated Execution
– Fully automated execution, through
integrated CRM and other channels
– Customer-level record of every
campaign contact and response
– Seamlessly track and re-segment
responders for appropriate follow-up

18
 Leading Companies Across Industries Choose Oracle For
Marketing

Comms, Media Finance & Consumer & Travel & High Tech &
& Energy Insurance Pharma Distribution Mfg

19
Order Capture

20
 Siebel Customer Offer Management
Order Lifecycle Management Excel
Spreadsheets

Mobile Quotes Orders

Customer Assets Access
Contracts
Databases

Call Center
Product & Catalog Pricing Billing
Management Management Systems

Product Product Price Price

Retail POS Administration Execution Manufacturing
Selection Configuration
Systems

Deploy Define Price Price

Catalogs Offerings Planning Enforcement External
Web Applications

Customer Information
Legacy
Account Opportunity Contact
Partners

21
Dynamic Catalogue
Browse Catalog Catalog Navigator

Intelligent Search Quick Add & Favorites

22
 Product Promotions
• A set of new views allowing a
Marketing Manager to develop
Promotions – simple coupon or
bundled Promotions.
• Ability to define and enforce the
terms and conditions of Product
Promotions.
• Ability to define Promotional
Pricing.
• Ability to present Product
Promotions throughout the run-
time environment in either a
passive or active manner.
• Product Promotions can be
associated to any line item in the
Quote or Order.

23
 Product Eligibility and Compatibility

• Eligibility
– Ability to control what products a
customer is eligible for based on
their profile like postal code,
country, account type etc.
– Examples:
• Voice Mail is only available in
certain CLLI codes/exchange
• Compatibility
– Global ‘requires’ and ‘excludes’ on
products that must or must not
occur together.
– Examples:
• Customer must own a POTS to
subscribe to a DSL (Requires)
• Eligibility and Compatibility are
enforced in all product selection
mechanisms

24
 Product Recommendation

• Without additional
configuration, product
recommendations support
two message types
–Cross-sell
–Up-sell
• You can modify existing
message types. For
example,
–Change message response
logging
–Suppress duplicate messages
from being displayed

25
 Pricing Management
• Enforces consistent pricing
logic
• Offers marketers the ability
to define discounts using a
host of product and profile
criteria
• Improves value perception
through clear review of final
pricing and discounts
• Provides ability to analyze
the effectiveness of pricing
strategy
• Dynamic pricing based on
– Attribute adjustments
– Promotion discounts
– Discount matrix reflecting
factors such as geography
and customer profile
• Pricing waterfall capability to
review final pricing and
application of various
discounts.
26
 Price Waterfall

• The price waterfall is a list of prices, beginning with the list

price, and all of the applied price adjustments sequenced in the
order they were applied and ends with displaying the final net
price
• The price waterfall allows the user to see all the steps that went
into calculating the net price
• The price waterfall includes any manual price adjustments that
the sales representative entered at the time of sale, as well as
price adjustments applied by the pricing engine

27
Select Customers using Siebel Customer Offer
Management

Communications Media Manufacturing

and Distribution

Energy & Utilities

Finance

28
 Oracle’s Offer Management Solutions
• Customer Order Management:
Comprehensive suite of multi-channel
Business applications that enables
companies to manage products,
pricing, contracts, quotes and orders.
• Siebel Real-time Decisions: Model
based recommendations constrained
by rules that prioritize based on
business goals and constrain
eligibility
29
 Oracle Next Best Action (NBA) Solution for CRM
Drives Adaptive CRM Applications
• Leverages customer interactions to drive targeted actions
• Recommends services or products in real time in the context of each interaction
• Solution learns and self-adjusts based on feedback
• Adaptive logic can be integrated across multiple interaction channels e.g. web,
call centre, teller, in-store kiosk, etc

RTD

30
Billing Management

31
 Billing Inquiry Resolution Processes
Answer all billing inquiries utilizing a single application
to provide access to complete set of customer billing
Answer Billing Inquiries
data, with minimal screens, views and navigations

Capture customer payment requests for an invoice or

Payments outstanding balance, submit requests to billing and view
outcome

Adjustments Create adjustment requests against invoices, submit

for approval, submit to billing and view outcome

Repayment Plans Create monetary repayment plans for outstanding

invoice balance, submit to billing and view outcome

Investigate usage patterns over a period of time or

Investigate Usage
service (TN)

Manage the lifecycle of a dispute from creation to

Disputes
resolution

Issue copies of historic invoices on demand, as

Duplicate Bill Requests required

32
Balance Summary

33
Unbilled Usage

34
Simplify Agent Desktop

Siebel Solution unifies

and streamlines the
agent desktop

35
Self Service

36
 What is Self Service

• The Oracle Self-Service is a high impact solution that

empowers customers to self-manage their account
relationships anytime, anywhere.
eBilling, eService, eCommerce
• Addresses both Customer requirements and
Corporate Objectives
• Provides a differentiated and superior customer service
• Enables companies to dramatically lower the cost of servicing their
customers
• Improves Customer Service and Satisfaction
• 24x7x365 Availability of quick, intuitive access to answers and
services.
• Drives new revenue
 Why Self Service
• Our customers want to drive customer interactions to lower cost channels
• Our customer’s customers are demanding more self service functionality

Legacy Model New Model

Web Self-Service IVR of limited Value

Volume

Volume
Call Center

IVR Call Center Web IVR

(Assisted Care) (Self-Service)

Cost Cost

 High Touch  High Service

 High Cost  Low Cost
 Not Scaleable  Scaleable
 The Value Proposition and Business
Drivers
Cost Reduction
• Reduce call center costs via call-
deflection to the web
• Reduce print & mail expense
• Reduce payment processing costs
• Improve payment processing and
collections efficiency
• Reduce DSO (Days Sales Outstanding)
Revenue Improvement
 Reduce customer churn/ Improve
Retention
 Differentiated and superior 24x7
customer service
 Drive incremental revenue with
targeted offerings (Up-Selling and
Cross Selling)
 Achieve competitive advantage
by delivering personalised,
flexible, multi-channel customer
experience
 ROI: It’s All About Achieving Adoption
Usability Adoption Impact ROI

Adoption
Time
Scalability

For consumers who enroll in eBilling, turn paper off, and pay online
the average savings / customer / year is

Utilities Communications Credit Card

$27 1 $33 1 $30 1

1 Based on industry, customer, and various analyst data

 OOTB product functionality to rapidly develop a
sophisticated Corporate Web presence.
Customers

Consumer Business Wholesale

Webcenter Portal

eBilling eCommerce eService

eCM
Interactive Bill Catalogs and Pricing Account Mgmt
Single content
Presentment Customer Case Mgmt
Asset Based Ordering repository
Paper Statement Parts Ordering
Order Validation & Common core
Replacement
Approval Product Registration functionality
Unbilled Detail
Guided Selling Service scheduling Centralized control of
Presentment
site architecture and
Bill Payment New Promotions Multiple contact brand management
Cross-sell / Up-sell options including
Reports & Analytics email, fax, chat In-context site
Moves and Changes management, editing
Business Hierarchies Knowledge Mgmt/FAQ and approvals
Spend, Cost & Budget Branch or Store Manages all file types
Management Locator
Fusion Middleware & BPEL
 OOTB product functionality to rapidly develop a
sophisticated Corporate Web presence.
Customers

Consumer Business Wholesale

Webcenter Portal

eBilling eCommerce eService

eCM
Interactive Bill Catalogs and Pricing Account Mgmt
Single content
Presentment Customer Case Mgmt
Asset Based Ordering repository
Paper Statement Parts Ordering
Order Validation & Common core
• Presentation of
Replacement
Approval • Presentation of
Product Registration functionality
Unbilled Detail Siebel
Siebel
Presentment Order Management
Guided Selling ServiceCall Centre
scheduling Centralized control of
site architecture and
Bill Payment New Promotions
• Multi-Channel Integrated • Multi-Channel
Multiple contact
options including
Integrated
brand management
Cross-sell / Up-sell
CRM
Reports & Analytics CRM email, fax, chat In-context site
Moves and Changes management, editing
Cart, ABO, Product
Business Hierarchies Eligibility, Service
KnowledgeRequests,
Mgmt/FAQ Profile and approvals
Spend, CostPricing,
& Budget and Configuration Changes, Status Tracking
Branch or Store Manages all file types
Management Locator
• OOTB
Fusion Middleware & BPEL
• OOTB
Rapid deployment extension Rapid deployment extension
of CRM; Access to web of CRM; Access to web
services services
 eBilling 6.0 Overview (GA OOW)
• Incorporate CBM and CBA features into
a single eBilling application
• Electronic Statement & Payment
• Analytics Hierarchy & Reporting
• User Management & Notifications
• Increase Feature Competitiveness
• Split-Billing (Business vs. Personal)
• Dispute Transaction
• Reduce implementation costs through
integrated Oracle Warehouse Builder
ETL processing and data quality
• Enhance User Interface & Update
branding through Oracle BLAF UE
• Upgrade & Extend Operating System,
Application Server and Database
Support
• Extend Internationalization and
Localization via. UNICODE UFT-8 and
language conversion support to open
Asian, Eastern European, and Middle
Eastern markets
What does it look like ?
 Siebel 8.1 Overview (GA Q3FY08)
eCommerce
• Browse Catalogue
• Parametric & keyword search
• Compare
• Related products & promotions
• KM Integration
• RTD Integration
• Configure Product
• Complex products, Editable
promotions, Simple products w/
editable attributes
• Shopping Cart & Checkout
• Multiple carts
• B2C vs. B2B checkout
• Credit card & bank payments
• Order status and cancel
• View/Modify Assets
• Modify complex product, editable
promotion, or simple w/ editable
attributes
• Change bill-to / sold-to address
eService
• Browse & search knowledge management
• Create & update dynamic service request
• Contact us: Chat & email
• Branch locator
• Web survey / feedback
• Order tracking
• Asset management
Common
• Self registration (new & existing user/
company)
• Approve registration (automatic & manual)
• Profile management (self & delegated)
• Administrative settings (site, indirection)
• Notifications
Variations
• B2B vs B2C Flows
• Industry: Public Sector eService
• Industry: Telco eCommerce
Proven Track Record of Success
Telecoms

Healthcare

Financial Services

Utilities, Retail, Government

 Why Oracle for Global eBilling?
• Unrivalled experience
• 160 successful deployments
• largest blue chip references
• Unique offering
• Versioned Hierarchy
• Impressive ROI
• Unparalleled Scalability
• powers the largest self service
deployments in the industry
• Architectural Flexibility
Press Release Source: Siebel Systems, Inc 19 January 2006

• J2EE from the ground up

• Designed to easily connect to legacy
systems
• Speed to Market
• Broad OOTB functionality
• Proven deployment experience
 Key Takeaways….

1. The success/ROI of self-service and ebilling initiatives are

dependent on one single factor: Customer Adoption.
2. Customer Adoption is driven by one single factor: Superior
and Relevant Customer-Facing Functionality.
3. The key competitive differentiator for Oracle Self-Service and
eBilling solutions is superior usability and functionality.
4. Case studies show for every € you spend with Oracle vs a
competitor, you will achieve 3-5x the ROI.
Summary