Oracle CRM Options For EBS Users

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Oracle CRM Options For EBS Users

• Paul Weller
• Sales Consulting Manager, Oracle Corporation

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The following is intended to outline our general
product direction. It is intended for information
purposes only, and may not be incorporated into
any contract. It is not a commitment to deliver
any material, code, or functionality, and should
not be relied upon in making purchasing
decisions.The development, release, and timing
of any features or functionality described for
Oracles products remains at the sole discretion
of Oracle.
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Agenda

• What is CRM
• Options for existing EBS users
• EBS CRM
• Siebel Enterprise
• CRM OnDemand
• Integration
• AIA
• PIPs
• Foundation Pack
• Conclusion

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What is CRM?If in doubt, ask Wikipedia.

• Customer relationship management (CRM) consists
  of the processes a company uses to track and
  organize its contacts with its current and
  prospective customers. CRM software is used to
  support these processes the software system can
  be accessed, and information about customers and
  customer interactions can be entered, stored and
  accessed by employees in different company
  departments. Typical CRM goals are to improve
  services provided to customers, and to use
  customer contact information for targeted
  marketing.
• Wikipedia, 1/18/2009

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The Oracle CRM Advantage
CRM

• Leadership
• Complete Industry CRM
• Innovation
• Deployment Flexibility
• Modules Built to Work Together
• Integrated CRM
• Results
• Proven CRM
• 4000 Customers
• 5 Million Live Users
• 125 Million Self-Service Users

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Oracle Complete CRM
Social CRM Applications
Rapid Time to Market, User-Adaptive CRM
Mobile CRM Applications
Complete, Business-Adaptive CRM for Every User,
Industry
Oracle Application Integration Architecture
Standards Based Architecture for Lower TCO
ORACLE FUSION MIDDLEWARE
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Solutions For EBS CustomersGeneralization is
unwise but
EBS CRM
Siebel Enterprise
CRM OnDemand

• Strong Service Offering, including Field Service
  Depot Repair.
• Good Online Presence in iStore
• Limited Integration required.

• Simple SaaS delivered solution.
• Rapid deployment.
• SaaS Benefits
• No Hardware or software
• Fully Managed
• OOTB Integration to EBS

• Sophisticated Robust Market leader
• Industry Functionality
• Strength across all aspects of CRM
• Ultimately flexible, metadata driven
  configuration environment.

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Oracle Customer Service Products
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Siebel CRM On DemandRelease 15

• Message Center
• Sticky Notes
• Custom Dashboards
• Widgets
• RSS Feeds
• Action Bar enhancements
• PDA Sales Assistant

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Announcing Siebel 8.1.1Complete CRM
Deep Industry
Self-Service
Customer Loyalty

• Complete loyalty management solution
• Personalized, relevant customer promotions
• Comprehensive point promotion and redemption

• Communications E-Commerce
• Public Sector online case management applications
• Retail Airline loyalty management

• Comprehensive E-Commerce solution
• Enhanced online customer self-service solution
• Uses Fusion Middleware for flexible architecture

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Oracles Commitment to CustomersApplications
Unlimited

• Siebel 8.0
• 10 New Products
• 366 Enhancements

• Oracle E-Business Suite 12
• 18 New Products
• 2443 Enhancements

• PeopleSoft 9.0
• 2 New Products
• 1478 Enhancements

• JD Edwards EnterpriseOne 8.12
• 5 New Products
• 291 Enhancements

• JD Edwards World A9.1
• 4 New Products
• 1297 Enhancements

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Many IT Priorities Application Integration,
System Consolidation and Enhancing Processes at
the Top
State of the CIO 2008 survey
32 Of companies with revenues over 1billion say
standardizing and consolidating their IT
infrastructure is a top technology prioritymore
than any other.
ITs Top Technology Priorities for 2008
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Most Companies Struggle with Integrations and
Linking Business Processes across Systems
Telco
Hi-Tech
FinServ
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Oracle Integration PacksPre-built, Sustainable,
Best-of-Breed Integrations Using AIA

• Pre-built integrations enable rapid time to value
• Orchestrated flows deliver end to end visibility
  across your Oracle Applications
• Common object model and extension framework
  enable upgrades
• Productized integrations reduce maintenance costs
• Virtual suite with much richer functionality

Front Office Applications
Siebel CRM
Siebel CRM
Siebel CRM Call Center
Siebel CRM On Demand
Other
Pre-built Sustainable Integrations
Account Origination with Core Banking
Order to Cash
Adverse Event Reporting
Opportunity to Quote
Others
E-Business Suite
E-Business Suite
i-flex
E-Business Suite
Other
Back Office Applications
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Oracle Application Integration Architecture
Connecting People, Processes Information
across the Enterprise
A comprehensive, open, standards-based
integration platform that process-enables the
entire value chain

• Faster, cheaper, easier integration of core
  processes
• Reduced integration risk
• Improved adaptability of business processes

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AIA Process Integration Packs Deliver Prebuilt,
Sustainable Integrations across Oracle
Applications

• Customer Value
• Fast time to value
• Richer functionality
• Less risk, lower maintenance costs
• Features
• Participating apps enhancements
• Predefined process flows
• Extensible framework
• Deployment methodology and more

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Rapidly Implement Core ProcessesDeliver Greater
Operational Productivity and Transparency

• IT Benefits
• Faster time to value than building yourself
• More reliable and less risky
• Extensible and upgradeable to protect
  customizations to end-points and processes
• Easier to optimize and evolve

• Business Benefits
• Richer functionality
• Quick and detailed customer information
• Faster process execution less errors
• Increased individual and corporate efficiency

Siebel CRM Integration Pack for Oracle E-Business
Suite Order Management
Integrated Order to Cash Process
Oracle E-Business Suite
Siebel
Customer Relationship Management
Order Management System

• Sales
• Cust Svc Reps
• Inside Sales

Application Integration Architecture Process
Integration Pack
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EBS CRMOD Process Integration Pack
PIP delivers Opportunity-to-Quote BP
Which Enables larger Business Processes

Lead Mgmt
Order Fulfillment
Quote Capture
Oppty / Account Mgmt
AR / Financials
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Applications Integration Architecture
(AIA) Fusion Middleware
EBS CRM On Demand
Combines the ease of use and rapid deployment of
Siebel CRM On Demand with the power of Oracle
E-Business Suite
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CRM OnDemand EBS PIP
PIP delivers Opportunity-to-Quote BP
Which Enables larger Business Processes
Oracle Quoting Configurator Advanced
Pricing Proposals Sales Contracts iStore
Lead Mgmt
Order Fulfillment
Quote Capture
Oppty / Account Mgmt
AR / Financials
?
?
?
?
?
Applications Integration Architecture
(AIA) Fusion Middleware
EBS CRM On Demand
Combines the ease of use and rapid deployment of
Siebel CRM On Demand with the power of Oracle
E-Business Suite
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Address Complex Integration Challenges with AIA
Foundation Pack
Oracle Differentiator Application independent
approach to building any-to-any integrations

• Speeds time to value
• Reduces risk and improves productivity
• Facilitates move from EAI/P2P integrations
• Ensures control and visibility throughout your
  business process lifecycle

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Why AIA Foundation Pack is Different
Evolve to an Enterprise Architecture Leveraging
What You Have

• Service Oriented Reference Architecture
• Open nonproprietary
• Includes both content and technology

Oracles own implementation of SOA
Quicker Assembly and Extension of Processes

• Service Oriented Programming Model
• Based on Oracle best practices
• Rationalized against Best in Class applications

Standardized Building Blocks for Interoperability
Reusability

• Enterprise Business Services Library
• Prebuilt and standards-based
• Application Independent

• SOA Governance
• Includes methodology and tools
• Interoperable with Partners

End to End Lifecycle Consistency and
Predictability
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Integrated CRM Campaign to Cash End-to-End
Customer Centricity
? ? ? ? ?



Oracle Application Integration Architecture
(AIA) ORACLE FUSION MIDDLEWARE
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ltInsert Picture Heregt
Dominic Martinelli VP of IT, Rackable Systems
The combination of CRM On Demand, AIA, and our
E-Business Suite package has helped Rackable
Systems keep IT costs under control AIA has
allowed Rackable Systems to have a much smaller
team than would be required if we had islands of
applications with different experts in each area.
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Available AIA Process Integration Packs
Cross Industry Process Integration Packs
Enabling
Siebel CRM On Demand Integration Pack for Oracle
E-Business Suite

• Opportunity to Quote

Siebel CRM Integration Pack for Oracle EBS Order
Management Order to Cash

• Order to Cash

Siebel CRM Integration Pack for Trade Promotion
Management

• Trade Promotion Management

Industry Process Integration Packs
Enabling
Siebel CRM Integration Pack for Oracle Comms
Billing and Revenue Management Order to Bill

• Comms Order to Bill

Siebel CRM Integration Pack for Oracle Comms
Billing Revenue Management Agent Assisted
Billing Care

• Comms Customer care

Oracle Comms Billing and Revenue Management
Integration Pack for Oracle E-Business Suite
Revenue Accounting

• Comms Revenue Accounting

• Life Sci. Adverse Event Reporting

Siebel Life Sciences Integration for Oracle
Adverse Event Reporting System
Siebel CRM Integration Pack for i-flex FLEXCUBE
Account Originations

• Banking Account Originations

Siebel CRM Integration Pack for Banking Account
Originations

• Banking Account Originations

Siebel 7.8 / Oracle E-Business Suite
11.5.10 i-flex FLEXCUBE UBS V.UM 7.2.0
Comms versions Siebel 7.8.2 / Oracle
E-Business Suite Financials 11.5.10 / Billing and
Revenue Management 7.3.1
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Planned FY09 AIA Process Integration
PacksHorizontal
Cross Industry PIPs
Enabling

• Order to Cash

Siebel CRM SIA (8.0) for EBS Order Mgt (11.5.10)

• Order to Cash

Siebel CRM (8.1) for EBS Order Management (12.1)
Siebel UCM (8.1) for Oracle EBS (11.5.10), Siebel
CRM SIA (8.0)

• MDM (Customer) Integration

PIM (12.1) for EBS (11.5.10) and Siebel CRM SIA
(8.0)

• MDM (Product) Integration

Agile PLM (9.2.2.4) to EBS (11.5.10)

• Design to Release

Agile PLM (9.2.2.4) to EBS (12.1)

• Design to Release

AIA for SAP PIPs
Enabling
Siebel CRM to SAP

• Order to Cash

Agile to SAP

• Design to Release

SaaS PIPs
Enabling

• Customer Synchronization (Direct Int.)

Oracle CRM On Demand for Siebel CRM (7.8.2 HOR)

• Opportunity to Order

Oracle CRM On Demand for JD Edwards E1 (2.3)

• Opportunity to Order

Oracle CRM On Demand for SAP
Above timeframes are target dates only and
subject to change at any time.
Subject to Oracle Senior Management Approval
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Roadmap Planned FY09 Process Integration
PacksIndustry
Industry PIPs
Enabling
Communications

• Order to Bill / Agent Assisted / Fin.
  Consolidation

Comms 2.0.1 (Siebel 8.0/8.1 Nested Service
Bundle feature)
Comms 2.4, includes OSM

• Order to Activate

Comms 2.5, includes PIM

• Product MDM (FY10)

Retail

• Financial Controls for Retail

Oracle Retail Integration (RMS 2.3) to PSFT (9.0)

• Customer Loyalty Management

Siebel CRM Loyalty (8.1) to Retail Stores
Product Data Hub Integration Pack for Retail
Product Lifecycle Mgt

• Retail PIM Integration (FY10)

Logistics Service Providers

• Quote and Order Management

Fleet Management 1 (OTM 6.0, SEBL 8.0)

• Driver Management

Fleet Management 2 (EBS 12.1, OTM 6.0)

• Settlement and Financial Management

Fleet Management 3 (EBS 12.1, OTM 6.0)
Utilities
AIA for Utilities

• Order to Billing

Banking
EBS Financial Service Accounting Hub (12.1) for
PeopleSoft GL (9.x)

• Account Consolidation

Above timeframes are target dates only and
subject to change at any time.
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FY09 Available and Planned AIA Foundation Packs
Horizontal Industry Versions
Features

• Foundation Pack 2.0.1 Core Common Objects and
  Services
• Released February 2008 Business Service
  Repository, Management Utilities
• Foundation Pack 2.1 NEW Enterprise Objects
  Services
• Released June 2008 Extension Templates / Sample
  Patterns Enhanced Repository and
  Utilities
• Foundation Pack 2.2.1 Industry Foundation
  Packs
• Planned for FY09 Utilities and Insurance
• Foundation Pack 2.3 NEW Enterprise Objects and
  Services
• Planned for FY09 BEA uptake
• Foundation Pack 2.4 NEW Enterprise Objects
  Services
• Planned for FY09 HCM, horizontal objects from
  Retail LSP
• Foundation Pack 2.5 NEW Enterprise Objects
  Services
• Planned for FY10
• Foundation Pack 3.0 Oracle 11g Service
  Component Assembly

Above timeframes are target dates only and
subject to change at any time.
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Conclusion

• EBS Customers have three primary CRM options
• EBS CRM
• Siebel Enterprise
• CRM OnDemand
• Consultation with Oracle is urged to find best
  solution
• Use of Oracle AIA to provide OOTB integration
• Provides end business processes
• Drive cost and risk out of implementation
• Use of PIPs or Foundation Packs provide
  flexibility

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A
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