con1531_rodwick-con1531 - boost your sales and service productivity with oracle crm analytics -...


Safe Harbor Statements

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.

Boost your sales and service productivity with Oracle CRM Analytics

Paul Rodwick – VP, BI Product ManagementJuly 2013


Agenda Introduction to Oracle BI Applications– What are BI Applications?

– Recent Releases

– BI Applications as a Stepping Stone to Fusion Applications

Customer Success

Roadmap and Future Investments

Q&A


Key Corporate ObjectiveMaximizing Customer Value & Operational Efficiency

• Primary Role: Identify, acquire & support customers

• Key Objective: Grow revenues and profit by maximizing customer value

• Primary Functions: Sales, Marketing, Service, Contact Center

• Primary Role: Buy, make, and deliver products, support the workforce, and manage finances

• Key Objectives: Maximize operational efficiency, quality & accuracy while controlling costs

• Primary Functions: Finance, HR, Supply Chain Operations, Procurement, Order Management

Customers

Front Office / CRM

Back Office / ERP

Back Office / ERP

Suppliers


Critical CRM Front Office Interactions

Sales & Partner Contact Center

ServiceMarketing & Loyalty

social

Customer

online interactions


Business Requirement: Answers to Rapidly Emerging Questions



• How are actual sales tracking against forecast and plan by region?

• What are the best products to cross and up-sell?

• Why are sales opportunities being lost?

• How are actual sales tracking against forecast and plan by region?

• What are the best products to cross and up-sell?

• Why are sales opportunities being lost?





• Which campaign tactics are most effective?

• Which offers are succeeding with different customer segments?

• What is the product mix compared to plan?

• Which campaign tactics are most effective?

• Which offers are succeeding with different customer segments?

• What is the product mix compared to plan?





• What are average handle times and abandonment rates?

• Which are the most productive and efficient CSR’s and why?

• What are the best cross-sell and up-sell offers for each segment?





• How do I reduce costs while maintaining high customer satisfaction?

• What are quality levels and component failure rates by product?

• How long is it taking to resolve new service requests?

• How do I reduce costs while maintaining high customer satisfaction?

• What are quality levels and component failure rates by product?

• How long is it taking to resolve new service requests?


Business Requirement: Visibility Across Functional Areas

Marketing & Loyalty

Service


Best align switch workflows to increase customer sat

Convert inbound service calls to sales

• Devise marketing programs to deflect product availability or quality issues

• Understand how marketing promotions impact service centers

• Improve lead follow-up and conversion

• Understand campaign impact on revenue

• Improve customer product and service offerings

• Monitor and manage service channel usage / mix

• Understand compliance of call handling to SLA’s

• Monitor customer satisfaction vs. service cost

Customer


Benefits– Add insight to CRM and ERP

applications

– Easy to adapt and extend

Unique features– Tight integration with OLTP systems

– Works with existing IT environment

– Fast time to value; Low TCO

– Over 4,000 customers

Introducing: Oracle BI ApplicationsPrebuilt Solutions for EBS, PeopleSoft, Siebel, JD Edwards, Fusion & more


Oracle BI ApplicationsDelivering CRM Business Insights

Alignment Across Functions Optimize customer relationships across all

business processes

• Optimize staffing for call volumes• Monitor CSR performance &

drivers

• Improve customer service• Drive efficiency, lower costs

• Enhance partner channel visibility and coordination

• Increase customer retention and promotion effectiveness.

Contact Center Analytics

Service Analytics

Partner Analytics

Loyalty Analytics

• Improve pipeline visibility• Quickly spot opportunities /

threats

• Discover high potential segments• Maximize return on spend

• Identify customer data gaps• Optimize customer reach

• Reduce revenue leakage from Opportunity to Quote to Order

Marketing Analytics

Sales Analytics

*Customer DM Analytics

Price Analytics


How does the sales pipeline health look like?

Do we see significant incompatibilities in forecast and pipeline figures across quarters ?

Are we bringing in orders fast enough ? How does it compare with the last qtr ?

How do the members of my sales team compare on sufficiency/quality of pipeline ?

What are the top opportunities this quarter that need my attention?

Is the weekly pipeline buildup fast enough? How do we compare with the last quarter ?

Example of CRM Related Business QuestionsSales Analytics

How well is my sales team closing orders and meeting their quota?


Oracle BI Applications Product FamilyRapid Performance Insight

CRM ANALYTICS

ORACLE BUSINESS INTELLIGENCE FOUNDATIONAND OTHER OPERATIONAL AND ANALYTIC SOURCES

SOURCE ADAPTERS:

SALES

• Pipeline Analysis• Forecast Accuracy• Up-sell/Cross-sell• Cycle Times• Lead Conversion• Sales Team

Effectiveness

MARKETING

• Campaign Effectiveness

• Customer Insight• Product Propensity• Market Basket

Analysis• Campaign ROI

SERVICE & CONTACT CENTER

• Service Effectiveness• Customer Satisfaction• Resolution Rates• Service Rep

Efficiency• Service Cost• Service Trends

PRICE

• Price Segments• Price Waterfall

Analysis• Deal Life Cycle• Deal Desk Analysis • Product Pricing

Performance

LOYALTY

• Member Demographics

• Membership Trends• Promotion Cost• Promotion

Effectiveness• Points Analysis

ERP ANALYTICSFINANCIALS

• General Ledger• Accounts Receivable• Accounts Payable• Cash Flow• Profitability• Expense

Management

PROCUREMENT & SPEND

• Direct & Indirect Spend

• Buyer Productivity• Contract Compliance• Supplier Perf.• Purch. Cycle Time• Employee Expense

SUPPLY CHAIN & ORDER MGMT

• Revenue & Backlog• Inventory Analysis• Fulfillment Status• Customer Status• Order Cycle Time• BOM Analysis

PROJECTS

• Project Funding and Budget

• Product Cost• Project Revenue• Project Billing• Project Profitability

HUMAN RESOURCES

• Employee Productivity• Compensation• Talent Management• Recruiting Analysis• Learning Analysis• Workforce Profile

MANUFACTURING

• Plan to Produce• Work Orders• Inventory and WIP• Quality• Resource Usage• Bill of Material• Costing • Kanban

ENTERPRISE ASSET

MANAGEMENT

• Maintenance History• Maintenance Costing• Asset Genealogy• Breakdown &

Preventive • Quality• Inventory

STUDENT INFORMATION

ANALYTICS

• Admissions and Recruiting

• Student Records• Student Financials


Pre-Built Analytic Warehouse1• Business Analytics Warehouse• Over 100 star schemas • Designed for analysis and reporting

2

Role-Based DashboardsBest Practice Metrics3 4• Over 9,000 metrics • Additional pre-defined calculations• Based on best practices

Deeper than Dashboards

• Pre-mapped integration • Fusion, EBS, PSFT, SEBL , JDE, SAP, IBM• Role-based Security

• Over 500 Dashboards and Pages• Over 3,000 reports• Across Lines of Business

Oracle BI ApplicationsCertified Application Integration


Oracle Embedded Business AnalyticsIntelligence Embedded In Business Processes

3 Optimize

1 What Happened

2 Why Did It Happen?

4 Take Action

ORACLE APPLICATIONS BUSINESS PROCESSES


Oracle Embedded Business AnalyticsInsight to Action With Contextual Integration

Finance

INSIGHT

ACTION

HR Sales Service SupplyChain

Marketing

LatePayment

Trend

HoldCredit

HeadcountBudgetAnalysis

ForecastUpdate

ProductSafety

SupplyShortfall

PoorCampaign

Results

EscalateIssue

ChangeRequest

ApproveHire

ApproveDiscount

RedirectFunds


Speeds Time To Value and Lowers TCO

Build from Scratchwith Traditional BI Tools

Oracle BI Applications

Prebuilt Business Adapters for Oracle EBS, PeopleSoft, JD Edwards. Siebel, SAP, others

Role-based dashboards and thousands of pre-defined metrics

Easy to use, easy to adapt

Weeks or Months

Back-end ETL andMapping

DW Design

Define Metrics& Dashboards

Back-end ETL andMapping

DW Design

Define Metrics& Dashboards

Training / Roll-out

Training / Rollout

Quarters or Years

Faster deploymentLower TCOAssured business value

Source: Patricia Seybold Research, Merrill Lynch, Oracle Analysis


Total Economic Impact of Oracle BI Apps

Validated Benefits Lower Procurement Spend - 5% lower procurement costs

in Year 1 of the study and increased to 7% in Year 2.

Accounts Payable Savings - Savings of more than $1 million per year by the third year of the study

IT and business labor savings - Apps created efficiencies in both the IT and business sides of the organization.

Lower Inventory Working Capital – 15% reduction in inventory for the affected product categories

Increased gross sales and prices- 0.3% increase in average sales price and 0.4% lift in sales at affected parts of the organization

97% ROI with a 20 Months Payback Period*

Source: The Total Economic Impact of Oracle BI Applications," commissioned study conducted by Forrester Consulting on behalf of Oracle, October 2012 .

Based on commissioned study conducted by Forrester Consulting

*Composite Organization Three-Year Risk-Adjusted ROI


All BI Applications are BI Mobile Certified


What Does Exalytics Mean for BI Applications?

1. Make Existing Deployments Blazing Fast– Orders of magnitude faster end user response times– Exalytics up and running in days

2. Reduce Development Time on BI Applications Extensions– New dashboard development cost reduced (less dashboards, less tuning)– Practically eliminate need for custom aggregate tables

3. Get Ready for Enterprise Adoption!– Up to 50,000 users on a single Exalytics machine (but can start small)– More end user interactivity and instant responsiveness means higher user adoption– Enables immersive mobile experience

4. Supports a New Class of BI Applications– Real-time forecasting, optimization and scenario modeling on large data sets

Speed of Thought Analysis

Copyright © 2013, Oracle and/or its affiliates. All rights reserved.23


– Recent Releases


Customer Success


Q&A


What’s New in BI Applications 11.1.1.7.1

New Content Enhancements

New Data Integration New TCO Tools

New Applications

New OBIEE 11.1.1.7

Oracle Data Integrator

Oracle GoldenGate

Student Information Analytics

Indirect Spend Planning

Financials HR Projects CRM Procurement & Spend Supply Chain & Order

Management

Data Lineage ETL Validation GUI Based Configuration Functional Setup Tool


BI Applications 11.1.1.7.1

Most significant BI Applications release in three years.

Significant expansion of content and new products

Completely re-architected solution leveraging the power of ODI

Released on the latest version of OBIEE 11.1.1.7 Number of new out-of-the-box tools to increase

productivity and drive down TCO Golden Gate option available for customers that

have significant ETL time pressures

Summary of Features


Oracle BI Applications PS1 (11.1.1.7.1) Additional Content for Applications Unlimited Customers• FINANCIALS

– Commitment Control & Public Sector Financial/Budget Analysis (EBS & PSFT)

– Fixed Assets (EBS)

• HR

– Time & Labor (EBS & PSFT)

– Global Payroll (PSFT)

– Transfers (EBS & PSFT)

• PROJECTS

– Resource Management (EBS & PSFT)

– Cross Charge (EBS & PSFT)

– Forecasting Enhancements & Commitments (PSFT)

– GL Reconciliation (EBS & PSFT)

• CRM

– Service Analytics Enhancements (EBS)

– Price Analytics (EBS)

• PROCUREMENT & SPEND

– Sourcing Analytics

– Enhancements to Change Orders and Agreements

• SUPPLYCHAIN AND ORDER MANAGEMENT

– Costing

– Inventory Cycle Count

– Other Enhancements

• STUDENT INFORMATION ANALYTICS

– Admissions, Recruiting, Records, partial Financials (PSFT)

• OPERATIONAL PLANNING

– Indirect Spend Planning


Performance Tiles

Waterfall & Stacked Bar

Freeze-Header Tables

Updated Styles

Precision Layouts

Improved Printing

Full Featured Excel Interaction

Visualizations & Interactions Enabled by OBIEE 11.1.1.7 in BI Applications PS1


Next Generation Data Integration

Oracle Data Integrator provides In-database E-LT Transformation vs. E-T-L Best in class performance, scalability, availability Lightweight deployment for lower TCO Faster time-to-value through declarative design

Oracle Golden Gate option for BI Apps Reduce load on source system by streaming data

continuously into persistent store in the DW More reliable change data capture and delete

support Enables near real time DW refresh

BI Applications 11.1.1.7.1 with Oracle Data Integrator and Golden Gate



– Recent Releases


Customer Success


Q&A


Embedded, Actionable BISurmounts the Challenges of Traditional BI

Integrated. Closed Loop.Integrated. Closed Loop.

THE NEW WAYTHE NEW WAYTHE OLD WAYTHE OLD WAY

Disconnected. Open EndedDisconnected. Open Ended

Search

Navigation

Transactions

Analytics

Tools

Reports


Better Analytics in Fusion ApplicationsBetter Decisions


Engineered as a Single SystemBI Embedded Throughout

Oracle FusionOracle FusionFinancial ManagementFinancial Management

Oracle FusionOracle FusionFinancial ManagementFinancial Management

General Ledger Accounts Payable

Payments &Collections

Asset Management

Accounts Receivable

Cash & Expense Management

Common Modules Business Intelligence

Oracle Fusion Oracle Fusion Human Capital ManagementHuman Capital Management

Oracle Fusion Oracle Fusion Human Capital ManagementHuman Capital Management Oracle FusionOracle Fusion

Supply Chain ManagementSupply Chain Management

Oracle FusionOracle FusionSupply Chain ManagementSupply Chain Management

Product Master Data Management

Distributed Order Orchestration

Inventory Management

Global Order Promising

Cost Management Shipping & Receiving

Business Intelligence

Oracle FusionOracle FusionProject Portfolio ManagementProject Portfolio Management

Oracle FusionOracle FusionProject Portfolio ManagementProject Portfolio Management

Project Costing ProjectBilling

Project Control

Project Performance

ReportingProject

Integration Gateway

Project Contracts


Oracle FusionOracle FusionCustomer Relationship MgmtCustomer Relationship Mgmt

Oracle FusionOracle FusionCustomer Relationship MgmtCustomer Relationship Mgmt

Customer Master Sales Marketing

IncentiveCompensation

Mobile & Outlook Integration

Territory & Quota Mgmt


Global Human Resources

Workforce Lifecycle Manager

Benefits Management

Compensation Management Talent Review Performance

& Goal Mgmt

GlobalPayroll Network @ Work Business

Intelligence

Oracle FusionOracle FusionProcurementProcurement

Oracle FusionOracle FusionProcurementProcurement

Purchasing Self-service Procurement Sourcing

Supplier PortalSpend &

Performance Analysis


Procurement Contracts


Fusion Reporting and Analytics Consistent, Timely, Complete

.



– Recent Releases


Customer Success


Q&A


Key Trends and Product MomentumOracle BI Applications

• “Buy & Extend” growing in popularity over “Build”• FY12: 530+ (30% YoY growth) unique net new customers• Nearly half of customers license 3 or more BI Applications

• Significant expansion in global markets• FY11: ~50% growth rates

• Proven products means more complex, enterprise wide deployments• 10+ heterogeneous sources is not uncommon

• Growing partner ecosystem (internal and external)• Bolt-on BI Applications for industry-specific and vertical areas

• BI 11g is driving a lot of upgrade interest • Fresh UI, Essbase integration, Mobile and now Exalytics


Retail Aero / Industrial Insurance / Health Life Sciences Travel & Transport

Communications Public Sector Finance / Banking Consumer Goods High Tech


Rapid Deployments in WeeksAgainst Oracle Applications Unlimited and Non-Oracle Sources

12 weeks

11 weeks

100 days

75 days

14 weeks

16 weeks


Over 4,000 BI Applications Customers

- 3 EBS instances, SAP and legacy

- 6 JDE instances and 1 EBS

- 15 EBS instances

- Multiple Siebel instances

- EBS and PeopleSoft

- 5 ERPs -EBS, SAP, Navision, Legacy

- JDE and legacy

Implementations Range from Single Source to Distributed Multi-Source / Multi-Instance

EBS

PSFT

SIEBEL

JDE

SAP

Legacy

Multi Sourced



Multi Instance & Version

EBS EBS EBS

Americas EMEA APAC



– Recent Releases


Customer Success


Q&A


Oracle Applications PlanningBI Applications Current Releases and Roadmap

• For Applications Unlimited customers• ETL with Informatica• New Manufacturing Analytics• New Enterprise Asset Management

Analytics• New SLA support for EBS R12 (patch)

• For SAP customers• ETL with ODI• Financials, Procurement & Spend, Supply

Chain & Order Management Analytics

• For Application Unlimited customers• ETL with ODI

• Data model and release integration across Fusion and Applications Unlimited

• ODI and Informatica : release alignment

• New content: Talent Management, PLM Analytics integration, EAM enhancements, Student Analytics enhancements

• New adapters: Procurement & Spend Analytics for JDE, Supply Chain & Order Management Analytics for PeopleSoft

• New cloud adapters: Adapters to Fusion Cloud Service, Taleo adapter, RightNow adapter

• User Experience Redesign (partial)

• Cost of Ownership Improvements: Data Lineage, ETL Data Validation

• BI Applications as Oracle Cloud Service

• New content/modules: Grants, Benefits, Depot Repair & Field Service, EVM & Project Scheduling

• New adapters: Manufacturing Analytics for JDE, Eloqua adapter

• Additional operational planning applications

• Unstructured/big data analytic applications

• Continue user experience redesign

• Additional cost of ownership improvements

BI Apps 7.9.6.4January 2013

What’s Next0-12 month planning cycle

Future DirectionsPost 12 month planning cycle

BI Apps 7.9.7.2September 2012

BI Apps 11.1.1.7.1May 2013


Future: Customer Big Data Analytic ApplicationProduct ConceptSingle 360o view of customers across all channels Hybrid between traditional DW and Big Data using Hadoop-based infrastructureCustomer event model can be extended with other organization specific, relevant sources of customer information (social, web activity, promotion responses, loyalty)Foundation for more intelligent CRM business processes in marketing, sales, service, pricing & brand management

• Scalable customer event model

• Identity resolution & other enrichment

• Real-time query services

• Scalable customer event model

• Identity resolution & other enrichment

• Real-time query services

Ser

vice

Int

erac

tions

Social, Web Activity

Marketing Responses

Oth

er C

usto

mer

Dat

a


Questions


Safe Harbor Statements

The preceding 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.

con1531_rodwick-con1531 - boost your sales and service productivity with oracle crm analytics -...

Documents

oracle andor

oracle bi applicationswhat

business requirement

service offeringsmonitor

service productivity

service costcustomer

new service requests

high customer satisfaction