Austin Oshodi

CX Leader, Africa Operations

Oracle Corporation

Nigeria

Oracle in Industrial Manufacturing

• 20 of the 20 Top Manufacturers

• 20 of the 20 Top Supply Chains

• Broad Manufacturer Adoption

– Heavy Equipment & Machinery

– Industrial Products & Components

– Durable Goods

– Diversified Industrials

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Industrial Manufacturing Footprint

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Global manufacturing businesses are looking to improve customer engagement and increase marketing effectiveness as they support prospects and customers through the discovery and buying process. To be successful, these marketers need to quickly transition from conventional product-centric marketing to a customer-centric approach

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PwC Rethinking innovation in Industrial Manufacturing in 2013

“Manufacturing organizations want to improve engagement with customers and prospects across digital channels so that they can gain better visibility into their

sales pipeline and grow their businesses”

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PwC Rethinking innovation in Industrial Manufacturing in 2013

“77% industrial manufacturers claim enhancing the customer experience will

be a priority area of innovation in the next 12 months”

…what is your priority for next 12

months?

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Manufacturing CEOs Care About

NEW MARKETS Business Agility and Entering

GROWTH Financial

ADVANTAGE Competitive

Manufacturing Industry Trends

of manufacturers are relying on

services as a key product

differentiator

70%

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Top 10% of the most important

capabilities cited by high-

performing manufacturers are

brand image, delivery speed, and perceived

quality of customer sales

experience

>66% more than two-

thirds of manufacturers are

using “Voice of the Customer”

initiatives to better understand

their customers.

50% of executives plan

to develop networked or

“smart” products to create a

feedback loop that incorporates

customer and equipment data

IoT

Manufacturing Industry Trends

68% of

manufacturing companies are adopting more collaborative

business models with suppliers and customers

43% of

manufacturers have plans or

have relocated more

production to be

near customers

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3 to 5 yrs the majority of manufacturers

will have achieved a

globally integrated

supply chain

88% of

manufacturers are exploring

better ways of using and

managing big data

Challenges Facing the Industry

69% of the B2B

buying process is complete

before a customer

contacts a sales person

of companies are impacted

by eCommerce and multi-

channel demand. B2B

and B2C requirements

are converging

87%

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40% of

manufacturers admit they lack visibility across their extended

supply chain

of manufacturers will invest in

customer-facing technologies due

to higher standards for

responsiveness, innovation, and

service excellence

75% 82% of enterprise

marketers have no synchronized

view of customer data

What’s The Impact

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Profitability. Early Engagement. Slow New Product Introduction. Longer Sales Cycle.

Profit “only 12% of respondents said that they were ‘very effective’ at determining product profitability” 1

Slow New Product Introduction “Organizations are now realizing the disruptive and productive impacts of digital on their Operations” 4

Early Engagement “57% of purchase cycle is complete before engaging with a supplier”2

Longer Sales Cycle “61% of sales organizations report longer sales cycle”3

Sources: (1) KPMG – Global Manufacturing Outlook - Key findings from the 2014 report (2, 3) CEB, Bain POV Future of B2B Sales & http://insights.wired.com/

| CEB Sales Leadership Council Member Poll, 2013.

(4) Cap Gemini – Are Manufacturing Companies Ready to go Digital

• Market using customer data from across all of your business?

What If Manufacturers Could…

• Provide turnkey installation projects and services?

• Influence prospects or customers earlier in the buying cycle?

Differentiate your products from the competition and

shorten sales cycles

Aggregate and enhance your marketing data to

target the right customers with content

Increase revenue by enabling new service

offerings of performance driven service contacts

using IoT

Indentify and resolve customer issues, regardless of channel, at the entitled

level of service

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• Predict product failures before they occur?

Improve project on time completion rates and

reduce project supply chain costs

• Give customers a great service experience regardless of channel?

Modern Sales in Industrial Manufacturing

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Mary, a sales manager for EnviroSystems, a MoveAir distributor, is monitoring her Oracle powered MoveAir distributor cloud app. She sees relevant info on her customer as well as new leads. In same area where they did an installation earlier in the year of a similar model.

Bill is a procurement manager for a large construction company they are building a new plant for a client and the project will need several large HVAC systems.

Bill does research by browsing through several engineering forums and reads a few technical articles. Data is collected about him, including the websites he visits and the catalogs he clicks on

Mary discuss the configuration details with Bill and offers a free onsite sizing survey. Mary shows a comparison of the options that Bill was reviewing and confirms his decision with Industry Facts, Customer testimonials and personal experiences.

Based on his web behavior, Oracle Marketing Cloud displays a MoveAir banner ad which follows him as he continues to browse the web. Bill clicks the banner ad and reads more about MoveAir’s ECO HVAC solution.

Mary raises his request and immediately receives the approval from Moveair, Mary reviews pricing details for Bill and gives him a final proposal that is good for 30 days

The site asks several questions and collects information about the customers, to qualify He wants to confirm the configuration is available from a distributor when the project will need it. Based on location and product, this lead is assigned to a local MoveAir distributor.

Mary receives a note from Bill saying he and his team likes the proposal and would like to purchase the system. Mary converts the quote to an order, emails documents for signature, and submits the order

“GREAT EXPERIENCE”

Modern Sales for Industrial Manufacturing

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Increasing Collaboration and Reducing Complexity

Supply Chain Collaboration with Customers & Suppliers

Focus on Profitability

Channel Excellence

Challenges in Industrial Manufacturing

Modern Sales Approach

Shifting regional customer demand

Continued cost and profitability pressures

Increasing complexity of channel sales

New value added services (incl. aftermarket)

Anticipate Customer Needs (Pre and Post-Sale)

Aligned Sales & Marketing

Focus on Profitability

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Only 12% Consider Themselves Very Efficient At Determining Profitability

Analyze and check profitability on every deal

Improve visibility of product availability and lead times via packaged integrations to ERP (JDE/EBS)… from any device

Accelerate deal cycles and ensure 100% quote to order accuracy with integrated CPQ

Drive sales behavior with guided selling process and aligned incentives

Enable cross-sell and up-sell of products and services through intelligence

Visibility into discount effect on compensation for sales reps

How Oracle Can Help

Grew 4% in topline revenue by setting a common sales strategy (“One Flowserve”) for all teams that interact with customers with guided steps to progress deals

Channel Excellence

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Growing Efficient Partner Eco-system

Decrease complexity of doing business through guided selling, assisted selling, cross-sell and up-sell business rules

Improve channel pricing management and speed concession requests

Distribute leads to channel partners automatically and empower them to execute on sales activities

Provide earlier visibility to channel quoting for more accurate forecasts

View quotes and proposals provided by channel managers via self-service partner portal

How Oracle Can Help

“What we were able to do with just 5,000 quotes per quarter, now we are able to do with 8,000 quotes per quarter.”

Supply Chain Collaboration with Customers & Suppliers

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68% Are Adopting More Collaborative Business Models

Improve collaboration between field, distributors plant, service… and customers

Increase transparency between the customer and supplier

Facilitate channel communications and promotions with deal registration / partner relationship management

Capture “tribal knowledge” of product experts and experienced reps

Improve sales responsiveness and grow customer loyalty

How Oracle Can Help

“Oracle Social Network gives us the ability to have all of our people talking to each other, centered around the customer.”

Aligned Sales & Marketing

• Buyer has a consistent experience across their journey

• Demonstrate end to end ROI across campaigns

• Marketing deliver highly qualified leads to sales

• Sales focus on leads that are more likely to close

How Oracle Can Help

“Now, We’re putting together entire lifecycle campaigns with a cadence of emails based on the products our customers have and what they’re interested in.”

Customer Collaborations and Use of Digital to Understand Customer Needs

Sales and Marketing Integration Benefits

• Sales and marketing are connected across the buying cycle

• Sales and marketing alignment improves the customer experience

• Key capabilities are synchronized

Integration Feature Set

Synchronization of customers, prospects, contacts, leads, and opportunities between Marketing Cloud and Sales Cloud. Includes embedded digital profile in Oracle Sales Cloud and achieves full ROI reporting.

Eloqua Engage

Eloqua Profiler

Close the Loop Across the Entire Buying Cycle

Anticipate Customer Needs - Pre and Post-Sale

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3X Rate of Growth for Aftermarket vs. New Sales

Anticipate products customers are most likely to buy next with sales predictor – based on customer profile and similar purchase history

Gain a complete 360 view of customer across marketing, social and service for a complete picture

Up-sell and bundle services into product quotations

Launch new products to the field and channels faster with CPQ

Remain flexible with support for make-to-stock, ATO, and ETO processes

How Oracle Can Help

“With Oracle Sales Cloud, we are getting greater traction and follow-up with our customers. This has resulted in a net increase of 55 percent more sales leads…”

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Oracle Industry Solutions for Manufacturing

Complete CX for Manufacturing

Remote Service Platform

Project Driven Supply Chain

Platform as a Service and Infrastructure as a Service

Unified Modern Cloud Foundation

Social Network Mobile Analytics,

Dashboards & Big Data

Integrations

Sales Marketing Service

Customer Master Enterprise Resource Planning

Supply Chain Management

Project Mgmt

CX for Industrial Manufacturing Solution Architecture

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Integrated Customer Experience Foundation

Call Chat Email Social Direct Sales Partner

Document Cloud Service | Social Network Service | Process Cloud Service

Integration Cloud Service

ERP | Supply Chain Management | Customer Master | Legacy Applications | 3rd Party Data Sources

Enterprise Analytics Data as a Service

Connected Device

Oracle Service Cloud

Modern Self

Service Knowledge

Management Contact

Center Field Service

Oracle CPQ Cloud

Product

Configuration Pricing and

Promotions Quotes

Oracle Marketing

Cloud Cross

Channel Marketing

Personalized Interactions

Digital Advertising

Oracle Sales Cloud

Mobile Sales

Execution Collaborative

Selling Partner

Management

Oracle Social Cloud

Social

Publishing Social

Listening Social Apps

Oracle Commerce

Adaptive

Personalization Engine

Guided Navigation

Targeted Content

CX Manufacturing Customers

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Dorf Ketal

Company Overview Challenges Benefits Anticipated Results

Leading chemicals company servicing the refinery and petro chemical industry, and a preferred supplier of research-based specialty chemicals and additives for customers throughout the world.

Streamline sales process for distributed sales force and create unified view to sales pipeline to better predict quarterly revenue.

150+ sales reps

HQ: India

Industry: Chemicals Manufacturing

Existing CRM system did not scale and had user adoption issues.

Ad hoc forecasting which was inaccurate and lacked insight to true sales pipeline.

Manual sales activity tracking was ineffective in measuring the sales pipeline progress and coach appropriately.

Lack mobile solution for sales reps.

Provide enterprise visibility and reporting across all locations and divisions.

Measure salesforce effectiveness through multiple KPIs including Activities, time to close, forecast accuracy.

Quicker response by fields reps to leads by providing access anywhere, anytime.

Consolidation of leads to assigned accounts.

Improve lead tracking and unified response to customers.

Increase win rate through better visibility and coaching.

Enhance transparency from lead source through opportunity close.

Increase forecast accuracy and reporting against KPIs.

Improve user adoption and productivity using mobile, tablet and Microsoft Outlook integration.

Fast & Easy for Improved User Adoption

Oracle Sales Cloud

- Customer Master - Lead Management - Opportunity Management - Forecasting

- Customer - Orders - Invoices

Polycab

Company Overview Challenges Benefits Anticipated Results

India’s No. 1 Cables and Wires Company with 22% market share in India. Manufacture enough wire to circumnavigate the earth 3 times each month. CAGR of 27% in last decade.

6000 employees with 250 distributors, 1250 dealers and presence at over 5000 retail counters.

Dynamic market and new industry segments (electrics, appliances) with more product lines and new sales channels which needed to be harmonized.

HQ: India

Industry: Industrial Manufacturing

Salesforce is maintaining the data in spreadsheets.

Absence of analytical reporting & intelligence.

No mobile access for sales reps.

No mechanism to get Quotes for Salesperson.

Managers doesn’t have visibility of team calendars & activities.

Segregated Sales data provides little value to sales teams.

Easy use of Real-time information to fuel increased productivity of sales team and enable better close rates.

Reports on Sales pipeline, trends and mobile dashboards help managers capitalize on seasonal &recurring sales.

Quote issuance and tracking of Customer interactions

Flexibility for the Salesforce to work when they are actually on field and also in offline mode

Better mechanism for sales incentive tracking and calculation

Harmonization of master & transaction data of leads & opportunities

Quick closure on deals through collaborative selling

Accelerate lead-to-revenue close rates.

Boost sales rep productivity and customer satisfaction with integration between sales and back office processes

Increase growth in revenue through better tracking of sales pipeline

Maximize Quota attainment and improve overall Sales performance

Pipeline Building for Increased Revenue

- Customer Master - Leads & Opportunities - Forecasting - Partner Relationship

Management - Quotas & Incentive

Compensation - Reporting & Dashboards

Oracle Sales Cloud

- Customers - Product

Configurator - Quote, Orders,

Invoices - Financial Data - Customer Order

Portal for 75% of orders

Customer approved September 25, 2014

Altec Drive Revenue and Quality Customer Information

Company Overview Challenges Benefits Anticipated Results

Altec manufactures specialty trucks and equipment used by electric utility, telecommunications, and forestry industries, and various government branches.

Multiple lines of business, each with a dedicated sales force and sales process

Streamline customer management, sales pipeline and configuration / quoting process leveraging cloud-based solution to access anywhere, anytime.

HQ: Birmingham, AL, USA

Industry: Industrial Manufacturing

Reps lack visibility into customer account activity for the other lines of business

Difficult to manage incoming leads from website, phone, and marketing campaigns

No opportunity management, pipeline or forecast management utilized today.

With mobile devices in-use by sales teams, they lack mobile ability to support sales activities.

No mobile reporting platform available to reps

No single source of truth for the customer across systems.

Streamlined UI is easy to use with easy access to quotes/order fulfillment which eliminates rekeying data and improves productivity.

Day to day tasks for account /opportunity management are tailored to the sales reps ‘ roles.

Mobile access gives reps flexibility when interacting with customers and encourages.

Daily visibility through standard reports opportunities enable forecasting.

Customer information is shared across SFA and ERP systems.

Oracle based solution is complementary to existing Oracle investments.

Increase adoption through streamlined UI and configurability to meet business needs.

Increase user productivity with quoting highly configured items through the ERP system and associating the quote easily with the opportunity-revenue line item.

Improve insight into key selling activities and sales performance with enterprise analytics.

Improve ROI by moving technology from cap-ex to op-ex.

- Accounts - Contacts - Opportunity

Oracle Sales Cloud

- Configure - Price - Quote

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Oracle Value Proposition for Manufacturing

Know Your Customer

Gather timely, actionable market, equipment, and customer insights

Acquire and Engage

Empower sales with pricing and configuration tools to provide the correct quote and order – every time

Deliver to Expectations

Fulfill orders and complete projects to meet agreed upon delivery dates

Differentiate with Service

Support new business models and create new revenue streams with value add services

Plan and Optimize

Enable managers to evaluate project and supply chain issues in order to proactively take corrective action

Why Choose Oracle for Manufacturing?

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Industry Solutions targeted at specific Manufacturing requirements; enabled for the evolving connectivity needs of your business

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An effective “Path to Cloud” approach, increasing agility and cost-effectiveness while leveraging your existing applications

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Modern Customer Experience, Projects, and Enterprise applications that empower customers, distributors, and your employees

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Win With Oracle

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We help Industrial Manufacturing companies to be Modern

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Industrial Manufacturing most complete solution – Social ,Marketing, Sales, CPQ and Service

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Scalable and Secure 10K customers and 25M users

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Ability to address any complex sales model – B2B, B2B2C, B2C

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Drive growth and transparency through CPQ - only CPQ vendor with ‘+ve’ rating Gartner Marketscope, May 2013

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Proven - 12 of the top 15 global manufacturing conglomerates run Oracle applications

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