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Oracle BI Applications: Customer Relationship Management Analytics Overview
Esmond Chia Director, Product Management / Strategy
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 Oracle’s products remains at the sole discretion of Oracle.
• • • • • Oracle BI Overview Current CRM Analytics Offerings Current Differentiators Complementary Products Q&A
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Business Intelligence Tools
Best-of-Breed, Integrated, Extensible
Query & Analysis
Real Time & Predictive
MSFT Office Integration
Oracle BI Server
Simplified Business Model and Abstraction Layer Shared Metadata Management and Caching Services Multidimensional Calculation and Integration Engine Intelligent Request Generation and Optimized Data Access Services
OLTP & ODS Systems
Data Warehouse Data Mart
SAP, Oracle PeopleSoft, Siebel, Custom Apps
Files Excel XML
Oracle BI Suite Enterprise Edition Unified Business Intelligence Infrastructure Interactive Dashboards Reporting & Publishing Ad-hoc Analysis Proactive Detection and Alerts Disconnected Analytics MS Office Plug-in Web Services Enterprise Business Model and Abstraction Layer Oracle BI Server Intelligent Caching Services Multidimensional Calculation and Integration Engine Intelligent Request Generation and Optimized Data Access Services OLTP & ODS Systems Data Warehouse Data Mart SAP. Oracle PeopleSoft. Siebel. Custom Apps Files Excel XML Business Process 5 .
6 . BOBJ. Outlook.Hot Pluggable Open.. Integrate with Existing Investments Portals Analytic Tools Reporting Desktop Tools Any JSR 168 Portal Oracle BI. Lotus Notes Common Enterprise Information Model BI Server Security Oracle Kerberos iPlanet MSFT AD Novell Custom Others . Text Others .. ETL Oracle Warehouse Builder Ascential Informatica Oracle Data Integrator (Sunopsis) Others .. MSTR Actuate. COGN. Data Access Oracle RDBMS Oracle OLAP Option Microsoft SQL Server & Analysis Services IBM DB2 Teradata SAP BW XML. Oracle Apache FOS Excel. Excel.
with respect to this research. “Gartner Magic Quadrant for Business Intelligence Platforms. Gartner does not endorse any vendor. Bill Hostmann. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. Andreas Bitterer. The Gartner report is available upon request from Oracle. This Magic Quadrant graphic was published by Gartner. Inc. 1Q07”. 26 January 2007 7 . including any warranties of merchantability or fitness for a particular purpose. and is not meant to be a specific guide to action. It depicts Gartners analysis of how certain vendors measure against criteria for that marketplace. as defined by Gartner. and does not advise technology users to select only those vendors placed in the Leaders quadrant. 1Q07 * Magic Quadrant Disclaimer The Magic Quadrant is copyrighted January 26. Gartner disclaims all warranties. as part of a larger research note and should be evaluated in the context of the entire report. The Magic Quadrant is intended solely as a research tool. product or service depicted in the Magic Quadrant. express or implied. Inc. Kurt Schlegel.Magic Quadrant for Business Intelligence Platforms. and is reused with permission. 2007 by Gartner.
Business Intelligence Customers Select References Communications Automotive Finance / Banking Consumer Goods High Tech Media / Energy Aero / Industrial Insurance / Health Life Sciences Other 8 .
Industry Specific Analytic and Corporate Performance Management Applications Exploits Any Information Technology Environment 9 . Next Generation Business Intelligence Technology Platform • Integrated Analytic Applications • Enterprise Wide.Oracle’s Product Strategy • Integrated Business Intelligence Database • Business Intelligence & Data Mining Functions Integrated in Database • Integrated Business Intelligence Tools • Best-of-Breed.
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BI Apps Deliver Insight Leading to Increased Effectiveness in every Business Function Sales Analytics Improve pipeline visibility and forecast accuracy Financial Analytics Real-time view of financial condition and drivers of cost and profitability Service & Contact Center Analytics Convert service calls into sales through enhanced cross-selling Supply Chain Analytics Optimize supplier sourcing. performance 11 . and ROI HR / Workforce Analytics Understand what drives employee productivity and org. and inventory levels Marketing Analytics Real-time visibility into campaign execution. supplier performance. results.
escalate and intervene How can we convert more leads to opportunities? Sales Executive • Objectives: 1. Help Sales Reps Close Deals Take Action 12 . Manage Pipeline 2.Analytic Workflows – Sales Analytics Business Objectives / Issues Manage overall sales performance How’s the sales pipeline? Are my sales managers performing? Are deals getting stuck in certain sales stages? Which sales stage is not up to target? Gain Insights What are the opportunities getting stuck? How can we add more deals to the pipeline? • Business Function: Sales • Role: Are opportunities large enough for me to intervene? Drill to Opportunity to investigate.
Analytic Workflows – Sales Analytics Business Objectives / Issues Manage overall sales performance ail o Det D rill t How’s the sales pipeline? Are deals getting stuck in certain sales stages? Gain Insights What are the opportunities getting stuck? Are opportunities large enough for me to intervene? Take Action Drill to Opportunity to investigate. escalate and intervene 13 .
client analysis to its sales organization • Ability to view summarized sales activity by region and activity • Provide financial consultants with 360 degree view of customer base Solution • Siebel Sales Analytics for 1.Oracle BI Applications Key Competitive Weapon at Charles Schwab Objective • Deliver better.700+ financial consultants • Event. insight driven.and market-based opportunity detection and lead distribution based on the client’s risk profile and portfolio allocation Results Average of 5 .400 hours of unproductive work per week • Integration with CRM System • Rep Workflow – right time and place • Easy access to timely information • Helps plan a Rep’s day • Highly satisfied users • Deluge of requests for additional functions • Envy Factor • “When do we get access to Siebel Sales Analytics?” 14 .9% of Sales Alerts have resulted in new business development opportunities Savings of over 2.
and multi-source Analytic Apps Built on BI Suite EE Service & Contact Center Order Management & Fulfillment Sales Marketing Supply Chain Financials Human Resources Oracle BI Applications Interactive Dashboards Reporting & Publishing Ad-hoc Analysis Proactive Detection and Alerts Disconnected Analytics MS Office Plug-in Web Services Oracle BI Suite EE BAW Schema Packaged ETL Maps Universal Adapters IVR. ACD.Oracle BI Applications Single. CTI Hyperion MS Excel Other Data Sources 15 .
Speeds Time To Value and Lowers TCO Build from Scratch with Traditional BI Tools Training / Roll-out Define Metrics & Dashboards Oracle BI Applications Oracle BI Applications solutions approach: • Faster time to value • Lower TCO • Assured business value DW Design Training / Rollout Back-end ETL and Mapping Define Metrics & Dashboards DW Design Back-end ETL and Mapping Months or Years Weeks or Months Easy to use. SAP. Gartner. easy to adapt Role-based dashboards and thousands of pre-defined metrics Prebuilt DW design. Siebel. adapts to your EDW Prebuilt Business Adapters for Oracle. Merrill Lynch. PeopleSoft. others Source: Patricia Seybold Research. Oracle Analysis 16 .
What CRM Customers Are Achieving Deployed to 800 users in under 90 days Service Analytics for sales-oriented contact center Live in 120 days Sales Analytics Deployed to 3..000+ users in 3 months Sales Analytics 4 months from decision to live for 1.200 users Pharma Analytics Live in 100 days. 6.” 17 . I can vouch that it can be deployed as rapidly as they claim..500 users Sales and Marketing Analytics “Having had experience of Siebel Business Analytics.It is a product that really delivers.
Oracle BI Applications Service Analytics at Putnam Investments Objective Improve quality of service delivered to institutional clients Eliminate manual analysis of contact center performance vs. customer portfolio and 3rd satisfaction scores Results Pin point trends and take action to improve quality of service for institutional clients Measure service performance & take corrective action where needed Improve workforce performance in contact center 18 .900 employees across contact center and management Siebel Business Analytics to bring together information from switch. targets (2-3 days/mo) Solution Siebel Service Analytics to provide actionable intelligence for 1. call center application.
Oracle BI Applications Multi-Source Analytics with Single Architecture Auto Comms Complex Consumer Sector Mfg & Media Energy Financial Services High Tech Insurance Life & Health Sciences Public Sector Travel & Trans Sales Pipeline Analysis Triangulated Forecasting Sales Team Effectiveness Up-sell / Cross-sell Cycle Time Analysis Lead Conversion Service & Contact Center Churn Propensity Customer Satisfaction Resolution Rates Service Rep Effectiveness Service Cost Analysis Service Trends Marketing Campaign Scorecard Response Rates Product Propensity Loyalty and Attrition Market Basket Analysis Campaign ROI Order Management & Fulfillment Order Linearity Orders vs. Available Inventory Supply Chain Supplier Performance Spend Analysis Procurement Cycle Times Inventory Availability Employee Expenses BOM Analysis Financials A/R & A/P Analysis Human Resources Employee Productivity GL / Balance Compensation Sheet Analysis Analysis Customer & Product Profitability Cycle Time Analysis Backlog Analysis Fulfillment Status Customer Receivables HR Compliance Reporting Workforce Profile Turnover Trends Return on Human Capital P&L Analysis Expense Management Cash Flow Analysis Prebuilt adapters: Other Operational & Analytic Sources Oracle BI Suite Enterprise Edition 19 .
Oracle BI Applications Multi-Source Analytics with Single Architecture Auto Comms Complex Consumer Sector Mfg & Media Energy Financial Services High Tech Insurance Life & Health Sciences Public Sector Travel & Trans Sales Pipeline Analysis Triangulated Forecasting Sales Team Effectiveness Up-sell / Cross-sell Cycle Time Analysis Lead Conversion Service & Contact Center Churn Propensity Customer Satisfaction Resolution Rates Service Rep Effectiveness Service Cost Analysis Service Trends Marketing Campaign Scorecard Response Rates Product Propensity Loyalty and Attrition Market Basket Analysis Campaign ROI Order Management & Fulfillment Order Linearity Orders vs. Available Inventory Supply Chain Supplier Performance Spend Analysis Procurement Cycle Times Inventory Availability Employee Expenses BOM Analysis Financials A/R & A/P Analysis Human Resources Employee Productivity GL / Balance Compensation Sheet Analysis Analysis Customer & Product Profitability Cycle Time Analysis Backlog Analysis Fulfillment Status Customer Receivables HR Compliance Reporting Workforce Profile Turnover Trends Return on Human Capital P&L Analysis Expense Management Cash Flow Analysis Prebuilt adapters: Other Operational & Analytic Sources Oracle BI Suite Enterprise Edition 20 .
…add Oracle Order Management Analytics for complete Contact to Cash Order Management Analytics Foundation application module that provides insight into critical Order Management business processes and key information. Invoices. Usage Accelerator Analytics Option Add-on to Sales Analytics empowers front line managers with the information needed to effectively manage their team’s usage.Sales Analytics Complete solution for entire sales cycle Sales Analytics Analyze pipeline opportunities and forecasts to determine actions required to meet sales targets. Determine which products and customer segments generate the most revenue and how to effectively cross-sell and up-sell. G/L Revenue. Understand which competitors are faced most often and how to win against them. Removes the ambiguity and focuses users on the information they need to maintain. sales effectiveness and customer scorecards. 21 . including Orders.
000+ users in 3. at the right time” Results Sales organization can adjust to changing conditions with “insight-driven action” Revenue forecasts track opportunity and billing data against targets Measure the impact of marketing campaigns against expected sales revenue and direct sales 22 .5 months • Personalized secure access provides “the right information. consistent sales forecasting system for global sales force Solution • Siebel Sales Analytics integrated with Siebel Sales deployed to 3.Oracle BI Applications Marketing & Sales Force Transformation at MCI Objective • Complete. to the right people.
service and region. Includes analysis of the call center and field service business to understand the true cost to serve in a complex service business …add Oracle Contact Center Telephony Analytics for complete insight Contact Center Telephony Enables the measuring and managing of multi-channel contact center operations. key business processes and activities by providing increased operational effectiveness through detailed staffing.Service Analytics Complete solution for entire service lifecycle Service Analytics Complete analysis of the business aspect of the services organization. product. 23 . headcount and scheduling analysis Also provides increased business value through complete campaign and sales performance insight by agent and across customer.
Director of Sales and Marketing.Oracle BI Applications Taking Service to the Next Level at Honeywell Objective Transform sales and service data into actionable intelligence Provide single “customer scorecard” of sales. Honeywell Aerospace 24 . service. and satisfaction to drive improvements in operational processes Solution Insight in to customer-facing processes for 1.000+ employees across entire organization Support customer excellence initiative “Aerospace Total Account System (ATLAS)” Voice of the Customer (VOC) Analytics drive business operations Results Increased annual after-market spare parts revenue by 100% with approx 20% of increase attributable to Siebel Increased number of opportunities by 40% Improved SR closure rate from 45% to 83% Improved customer satisfaction by 30% “Siebel Business Analytics helped us realize measurable business benefits in numerous areas. including improving our average customer response time by 27%.” – Darryl Carroll. leading to a 30% improvement in customer satisfaction.
Marketing Events Analytics can show analysis of Event registrations. The dashboard also has a Sales Alignment page to allow Sales and Marketing Executives to co-ordinate activities 25 . Agent performance.Provides Campaign Results data by Offer.Marketing Analytics Complete solution for entire marketing organization Marketing Analytics Campaign Analytics .Provides Analytics related to management of trade shows. market basket and next product purchased analysis. Director. customer events etc. Event Analytics . Manager can monitor a campaign scorecard and identify root causes for shortfalls in meeting predicted goals Customer Analytics . Marketing Planning Analytics Provides Marketing Planning related information. Finance Director. region. event etc. Segment. Provides demographic information and information on impact of customer behavior due to marketing activities. Event ROI analysis that is fully integrated with Marketing Planning Analytics. expenses on supplies by vendor. The information is organized for different roles like Marketing Executive..Provides product affinity.
” –Sharon Sibigtroth. Managing Director of AXA Financial 26 . up-selling and retention Minimize customer attrition and maximize share of wallet Solution Deployed Book of Business Dashboard to analyze agent’s business Intelligence across multiple data sources to improve customer insight and segmentation Additional solutions deployed include Campaign Management and Orphan Management dashboards Results Significant increase in cross-sell and up-sell rates and retained assets Re-connection with high value “orphaned” accounts and successful win-back programs Greater marketing ROI. triggered by alerts monitoring customer events “Using Siebel Business Analytics and Siebel Marketing allows us to determine which products should be offered to a customer based on sophisticated analysis of that customer’s profile.Oracle BI Applications Improving Customer Retention at AXA Financial Objective Improve customer profitability by analyzing individual broker's business and drive cross-selling. each customer gets less but more clearly targeted offers. As a result.
Deep Industry Analytic Applications • Public Sector Analytics • Case Management Analytics • Pharma Analytics • • • • • • Pharma Rx Sales Analytics Pharma Call Activity Analytics Pharma Sales Objective Analytics Pharma MedEd Analytics Pharma Sales Rep Analytics Pharma Physician/ Account Profiling Analytics • Finance Analytics • Finance Retail Analytics • Finance Institutional Analytics • Banking Customer Analytics 27 .
suspects and cases by type and stage. and the types and amounts of products and services being delivered to them 28 . and monitor employee and office case loads Case Investigations Analytics Allows government agencies to track investigative leads as part of the overall case management process Benefits Management Analytics Allows government agencies to track the types of customers and clients being served. inventory applicants.Public Sector Case Management Analytics Case Management Analytics Foundational functionality to track the progress of social services and investigative cases.
Improve penetration of doctor universe 29 . Improve targeting effectiveness. Improve call activity compliance and take corrective action. Improve territory profitability Sales Objectives Analytics Manage POA process.Pharma Analytics Rx Sales Analytics Improve Rx. Reduce duplicate calls. Improve KOL & invitee targeting Physician/Account Profiling Analytics Improve marketing segmentation. Improve Rx lift for multiple events. Maximize sales effectiveness Call Activity Analytics Improve targeting effectiveness. market share and sales results. Improve alignment of sales strategy and execution MedEd Analytics Manage Medical Education budget spend. Focus promotional activities on high value physicians. Improve time on territory effectiveness.
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Speeds Time To Value • Enhances value of CRM investments • Deeply integrated with CRM system • Integrated analytical insight into your CRM processes • Extends insight from front office to back office with insight into entire business process 31 .Unique Value of Analytics to CRM • Rock Solid • • • • Over 4 years of development and market success THE leading Customer Analytics solution Hundreds of successful customers Broadest support of Siebel CRM versions • High Business Value • Prebuilt ETL Maps/Data Integration. Dashboards & Reports • Lowers TCO.
” . ‘Now I see why I need to keep my opportunities updated’.SVP CRM Fortune 50 Company Supporting Process Change Measure Alignment to Process Identify Gaps Track trends and progress Supporting User Change Deliver more end-user value Provide visibility to performance Method to reinforce desired behavior 32 . sales people tell us.High Business Value Analytics Enhances CRM User Adoption “For the first time.
0 33 .3 OLTP 7.High Business Value Deeply Integrated into CRM system Single user interface is essential to driving user adoption Integrated Security & Data Visibility Analytics Broad Data Model Interoperability with Siebel CRM versions OLTP 6.5 OLTP 7.8 OLTP 8.7 OLTP 7.
Deeply Integrated into Siebel CRM Analytics dashboards within screens • Embedded in CRM transactional system. within a dashboard view 34 .
Deeply Integrated into Siebel CRM Action links between Analytics reports and Siebel screens • Direct navigation from record to transactional while maintaining context • Java script in Siebel Analytics issues SWE command to navigate to given view and query for ROW_ID of record in given applet 35 .
Deeply Integrated into Siebel CRM Embedded Contextual Analytics with Siebel 8.0 • Embedded in CRM transactional system • Analytics results within a transactional applet • Contextually filtered results to record that is in view 36 .
8 Horizontal & SIA 37 .Supported Siebel CRM Versions • Allow customers to leverage latest CRM Analytic Applications without upgrading the Siebel CRM transactional applications • • • • Siebel 6.5 Horizontal & SIA Siebel 7.7 Horizontal & SIA Siebel 7.3 Siebel 7.
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CRM Analytic Applications Complementary Products • Oracle Intelligent Offer Generation and Retention Management Application (IOG) for Siebel Call Center • Real-time platform and applications that provide predictive analytics on a self-learning engine • Extends Siebel Call Center and Siebel Marketing • Based on the Oracle Real Time Decision technology • Siebel Marketing Segmentation Bridge • Enables Analytical Marketing through Segment Definition. Segment Prioritization and De-duplication and List Generation • Segmentation application leverages Oracle BI EE Platform 39 .
Oracle Intelligent Offer Generation and Retention Management Application for Siebel Call Center RTD Application for Siebel Financial Services and Communications 1. 4. 2. Leverages customer inbound interactions to drive high offer response rates Recommends in real time in the context of each call the best offer to present Marketing decision logic self-adjusts based on close loop information Marketing decision logic can be integrated across the enterprise 40 . 3.
Siebel Marketing Segmentation Bridge • Intuitive segmentation designer based on Siebel Business Analytics technology • Superior ease of use and enhanced features that enable fine tuning of segments to many attributes • Segments created are integrated into Siebel Marketing directly 41 .
Contact Info • Esmond Chia email@example.com +1 (650) 506-0131 office +1 (650) 430-1430 mobile 43 .
oracle.For More Information http://search.com/applications/performancemanagement.html 44 .com CRM Business Analytics or http://www.oracle.
release.The preceding is intended to outline our general product direction. The development. code. and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle. and may not be incorporated into any contract. or functionality. It is not a commitment to deliver any material. It is intended for information purposes only. and should not be relied upon in making purchasing decisions. 47 .
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