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Oracle Corporation

Global CRM (GCM) Single Instance 1.8M Accounts 20M Contacts 20M Prospects 72M Marketing Responses 24M Sales Activities 18M Marketplace Accounts

Oracles Global CRM Implementation


Optimizing Our Go-To-Market

Objective
Sales

Global, consistent, streamlined, and scalable campaign to opportunity to quote processes

Approach
Partners Customer Data

Marketing

Go Native 90% vanilla Go Fast 1 year to rollout Consolidation/Centralization Start Clean, Stay Clean Standards based Integration Drive value with BI

Global CRM Single Instance Ecosystem

Implementation planned

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Marketing Business Cycle

Marketing Business Cycle


Siebel MRM
Planning and Budgeting
Define Marketing Initiatives Create Funds & Allocate Budget Request & Approve Budget Create Plans & Programs Campaigns/Os/Ts

eMarketing Apps
Plan

Marketing Execution
Landing Pad Event Registration Software Download

CRM Analytics (OBIA)


Closed Loop Reporting
Measure Marketing ROI Track Budget to Actual Fact-based Planning
Analyze

Global CRM

Execute

Siebel Marketing
List and Segmentation
Target Audience Build/Load Segments Launch Campaigns Email Marketing

Manage

Siebel Call Center


Opportunity Management
Opportunity Conversion Opportunity Progression

OCH & Siebel Marketing


Response Management
Response Capture Qualification Assignment Lead Creation

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Email Marketing

Siebel Email Marketing


CHALLENGES
Legacy email systems were

CAPABILITIES
Scalable, high volume

KEY VALUE & BENEFITS


Centralized bulk outbound

custom, point solutions


No integration with Siebel

delivery engine on standard secure platform


Response tracking fully

email send processes & systems


Ability to fully support double

Analytics & Segmentation modules


Minimal integration with

integrated
Real time visibility into Email

byte characters From Name & Email Creative


Ability to execute recurring

Siebel Marketing
Legacy email systems were

Marketing Campaign KPIs


Automated bounce handling Personalized and

running on antiquated hardware and software platforms making system administration resource intense
Email list processes not well

and/or triggered email communications


Increased the effectiveness

Conditional content
Integrated with other Siebel

modules
Lower support costs Tighter integration with Mail

of our email list management process and email preference/consent management


Out of the box support for

integrated
Limited ability to execute

Transfer Agent

multi-tier event driven campaigns

tracking email opens and click-throughs


Efficient review & disposition

of replies

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Email Marketing

Siebel Email Marketing

Global CRM

Data Warehouse

Integrated Business Intelligence

Email Marketing Server


ESD
Email Send Daemon

Sun Solaris
Outbound MTA
Mail Transfer Agent

Outbound Email

Internet

BHD
Bounce Handler Daemon

Inbound MTA

Bounces

CTD
Click Through Daemon

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