chad kirchner director, life sciences product strategyopnpublic/... · chad kirchner director, life...
TRANSCRIPT
2
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 decision. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
Safe Harbor Statement
3
• Leadership in the Medical Device Industry
• Innovation in Medical Device Solutions
• Results Achieved by Oracle Customers
Agenda
4
Did You Know?Oracle inLife Sciences
10 of the top 10 medical device companies run Oracle Applications
10 of the top 10 medical device companies run Oracle Technology
7 of the top 10 in vitro diagnostic companies run Oracle Applications
10 of the top 10 contract research organizations (CRO) run Oracle Applications
5
The Challenges We’re Hearing
Product Innovation“How can I keep pace with new medical technologies, competitive offerings, and medical market demands to maximize revenue and profits?”
“Rising to meet the demands for innovation R&D expenditures, have risen from 5.4% to over 12%”Navigant Consulting Mar ‘05
“How can my organization meet the increasing regulatory compliance demands while improving product quality and improving product profitability?”
Compliant & Cost Efficient
Manufacturing
“Corrective and preventive action, complaint handling, and quality processes are among the most common sources of deficiencies cited in FDA inspections of device companies”
Centers for Devices and Radiological Health Feb ‘06
Customer Centricity
“How can I increase the efficiency of my sales, marketing and service organizations to provide greater value to our customers and maximize revenue growth?”
“As high-technology medical supplies reach 40% of a hospital’s overall supply budget, medical device companies must develop the sales and marketing tools needed to overcome customer concerns and skepticism”
Healthcare Financial Management Association Oct ‘06
6
The Challenges We’re Hearing
Customer Centricity
“How can I increase the efficiency of my sales, marketing and service organizations to provide greater value to our customers and maximize revenue growth?”
“As high-technology medical supplies reach 40% of a hospital’s overall supply budget, medical device companies must develop the sales and marketing tools needed to overcome customer concerns and skepticism”
Availability of field-use tools that enable a medical device company’s sales force to analyze margin and profitability.
Source: 2006 Revenue Management Excellence Survey0 10 20 30 40 50 60 70
None
Customspreadsheet tool
Customapplication
Packagedapplication
% of responses
7
• Leadership in the Medical Device Industry
• Innovation in Medical Device Solutions
• Results Achieved by Oracle Customers
Agenda
8
Increase Marketing, Sales and Service Effectiveness
Improve sales effectiveness and efficiency
Oracle Medical Sales with Integrated Analytics
Only medical sales application with integrated analytics specific for medical customer targeting
More personalized and effective sales interactions
Only marketing suite that provides industry-specific, seamless integration with all execution channels
Closed Loop Marketing and Multi-Channel Management
Improve quality,consistency and
speed of medical communication
Enables Intelligent Customer Service
Only provider which enables Customer Service to drive industry critical process solutions
Only service solution that manages multi-channel interactions and provides comprehensive handheld support
Support complex product service interactions (repair, service, complaints)
Product and Field Service Management
Requirement Oracle Capability The Oracle Difference
9
Increase Marketing, Sales and Service Effectiveness
More personalized and effective sales interactions
Only marketing suite that provides industry-specific, seamless integration with all execution channels
Closed Loop Marketing and Multi-Channel Management
Only service solution that manages multi-channel interactions and provides comprehensive handheld support
Support complex product service interactions (repair, service, complaints)
Product and Field Service Management
Requirement Oracle Capability The Oracle Difference
Improve sales effectiveness and efficiency
Oracle Medical Sales with Integrated Analytics
Only medical sales application with integrated analytics specific for medical customer targeting
Improve quality,consistency and
speed of medical communication
Enables Intelligent Customer Service
Only provider which enables Customer Service to drive industry critical process solutions
10
Product and Field Service ManagementSupport Complex Product Service Interactions (Repair, Service, Complaints)
UnifiedChannelsUnified
Channels
Field Engineers
Partners
Contact Ctr
Web Self Serve
InternalDepartments
InternalDepartments
Marketing
Sales
Contracts
Finance
Supply Chain
Engineering
EfficiencyRevenue Satisfaction
Business Insight &
Mgmt
Analyze, Plan and Manage
Intelligent Service & Sales Offers
SchedulingDashboard
Knowledge Mgt & Business Process Mgmt
Customer Profiles
Service Tools
Offers & Proactive Service
Execute Service
ResponseSchedule Service
Measure Customer
Sat
Triage Customer
Needs
CRM ERPCTIFinancial
Speed the quote-to-cash processProvide "one-and-done" service request handlingResolve service issues faster
Seamlessly transfer service requests to field engineers and partnersDeliver an exceptional customer experience
11
SpareParts
OptimizeSchedule
CreateServiceRequest
IdentifyResolution
NeedsResolveOn-Site
DispatchFieldTechs
Debrief Invoice Customer
• Wireless connected• Disconnected
with periodic synchronization
• Voice / IVR
• Wireless connected• Disconnected
with periodic synchronization
• Voice / IVR
• View and update schedule• Access service levels• Update svc request data real-time• Order parts remotely• Report time, material & expenses
• View and update schedule• Access service levels• Update svc request data real-time• Order parts remotely• Report time, material & expenses
Mobile Capabilities Access Options
Integrated Field ServiceReduce Repair Time & Cost, Leverage Mobile Capabilities
12
Leverages Proven Processes and Procedures to Ensure QualityReceives & Processes Work Orders from Field Service for Internal RepairEnables Third Party Repair ProcessesTracks Repair Status and Actual CostsAutomatically Updates Product Configuration and Repair History
BillingMfg &Inventory
Shipping /Receiving
HumanResourcesContracts
Exchanges
Depot Repair
Direct Product Return
IdentifyResolution
Needs
IdentifyResolution
NeedsSend Loaneror ExchangeSend Loaneror Exchange
IdentifyResolution
Needs
IdentifyResolution
NeedsGenerate
RMAGenerate
RMA
Receiveand
Inspect
Receiveand
Inspect
Estimate and
Approve
Estimate and
Approve
Planand
Schedule
Planand
ScheduleStore,Ship
Store,Ship
DebriefandBill
DebriefandBill
Repair,Refurbish,
Reclaim
Repair,Refurbish,
Reclaim
Manage RMAs and Product ReturnsSupport Complete Logistics and Repair Processing Needs
13
Wireless Store-and-Forward Messaging
• Real-time dispatch of critical CRM information
• Real-time response from field• Asynchronous query of info that may
not available on mobile device• Guaranteed message delivery• Full local capability when out of
wireless coverage• Automatic connection establishment
and transmission when back in wireless coverage
• Signature capture• Barcode-enabled
14
COMPANY OVERVIEWGE Healthcare provides transformational medical technologies. The company offers expertise in medical imaging and information technologies, medical diagnostics, patient monitoring systems, drug discovery, and biopharmaceutical manufacturing technologiesGenerates $10 B in yearly revenues and employs over 27,000 people.
CHALLENGES / OPPORTUNITIESConsolidate multiple platformsImprove customer satisfactionImprove product field service capabilitiesIncrease field response time
SOLUTIONOracle’s Siebel Medical Service & Field Service
CUSTOMER PERSPECTIVE“Eliminating more than thirty platforms throughout GE Healthcare will drastically improve customer satisfaction, eliminate inefficiencies and translate to a higher bottom-line…a single platform based on a unified global process”John O’Horo, IT Functional Leader
RESULTS• 50% response time improvement through
improve case handling and escalation• Reduced billing errors from 15% down to
1% through improved entitlement mgmt on products
• Reduced FE admin time through off-line transaction support and synchronization
• Improved reporting and analysis around pricing and resource allocation
GE Healthcare Improves Field Service Efficiency
15
Increase Marketing, Sales and Service Effectiveness
More personalized and effective sales interactions
Only marketing suite that provides industry-specific, seamless integration with all execution channels
Closed Loop Marketing and Multi-Channel Management
Only service solution that manages multi-channel interactions and provides comprehensive handheld support
Support complex product service interactions (repair, service, complaints)
Product and Field Service Management
Requirement Oracle Capability The Oracle Difference
Improve sales effectiveness and efficiency
Oracle Medical Sales with Integrated Analytics
Only medical sales application with integrated analytics specific for medical customer targeting
Improve quality,consistency and
speed of medical communication
Enables Intelligent Customer Service
Only provider which enables Customer Service to drive industry critical process solutions
16
Complete Customer and Business Insight
Enterprise Data Integration and Analytics Platform
Role-Base, End-to-End Marketing Solutions
Siebel Enterprise Marketing SuiteClosed-Loop Execution, Complete Visibility Across Processes
Real Time Decisioning
Segmentation & Targeting
Market Resource
Management
MultichannelCampaign Planning & Execution
Email& Web
Marketing
Events Management
Health Care Professionals
Spend Compliance
Partner & Channel
Marketing
Loyalty Program
Management
Legacy Financial HR IVR Web CTI OtherOperational &
Analytic Sources
Supply Chain SiebelUCM
SiebelOLTP
SiebelDW
Operational Systems Customer Interaction Systems
Field SalesWeb PartnersCall
CenterDirectMail eMail DTC Wireless
17
Marketing Resource Management• Planning and Budgeting
Definition and tracking of key metricsBudget request management
• Marketing Approvals ManagementFlexible approval routing and auditing
• Project Management, CollaborationBi-directional MS Project synchronizationPortal-based partner and agency collaboration Integration with online collaboration tool
• Enterprise Marketing CalendarReal time visibility into enterprise initiatives
• Content ManagementSiebel capability and/or integration with external Digital Asset Management Tools
• Integrated AnalyticsRole-based dashboards to close the loopIntuitive ad-hoc reports and data manipulation
• User-EmpowermentReusable campaign and goal templates, iHelp
18
Segmentation and Targeting
• Fully Integrated on Analytics PlatformQueries across many different stars and subject areas, allowing complex queriesShields the marketer from underlying data complexity and performance optimization Uses same meta data as reporting tools; leverages all available calculations and metrics, plus data mining models
• Enforcement of Global RulesAllows rules (such as profiling, privacy, contact frequency) to be easily appliedAllows suppressions (based on the above rules) to be consistently enforced
• Highly Interactive InterfaceDrag and drop criteria definition and grouping, across multiple target levelsSimplified query terminology (‘Start with’, ‘Keep’, ‘Add’, ‘Exclude’ customers)“Waterfall” style display of countsSample counts for large data setsPersonal and shared segment catalogs
19
Multi-Channel Campaign Planning and BudgetingAlign / Optimize Brand Marketing Resources and Spending
DefinePlan
CreateBudget
Aligns brand campaigns with appropriate target audiencesDefines campaign goals and objectives via metrics andalign to corporate objectivesProvides visibility into all enterprise marketing initiativesUse best-practice templates to create campaign plansDefine activities as projects and assign tasks / resources
Prepares and manages requests at different levels:organization, brand, etc.Submits and circulate budget requests for approval via structured, auditable workflow
Link budgetsto specific plans
20
Systematically increases uptake with triggered-based campaigns across channelsIncreases productivity through standardized & automated best-practice processesCaptures and tracks, then quickly acts upon all responses with score-based mgmt
Call Center
E-mail / Web
Direct Mail, TV / Print Ads
Field Sales
Mar
ketin
g / S
ales
Cha
nnel
s
LaunchCampaign
Offer
TriggerPhone
CampaignCall Scripts
GenerateFollow-up
Activity
Track and Close Sales Engagement
LaunchCampaign
Offer
Consumers
Physicians
Multi-Channel Campaign ExecutionExecute Personalized Campaigns Faster at Lower Costs
21
Email and Web Marketing
• Design and PersonalizationCreates and test email templates, from HTML content created in any toolEmbeds personalized merge fields, and links to surveys, events, web sites
• Email Execution and TrackingEmbeds response forms, to manage recipient opt-outs and preferencesTracks email ‘bounces’, updating customer profiles and campaign dataHighly scalable email processing and sending, with dedicated server option
• Web integrationIncludes automated links and redirection to personalized web pagesIntegrates external brand websites. Retrieve patient and physician profiles and site activityTailors content, including real time offers, based on physician’s profile, transaction history, and session clicks
22
Events Management
• Event Planning and DesignVenue and staff managementBudgets and revenuesTracks, activities and calendarsMaterials, collateral, approvals
• Invitations and RegistrationsBlock and individual invitationIntegrated with marketing campaignsOnline registration and web siteClosed sessions, Wait-listing…
• Event Management and TrackingAttendee tracking and follow-upCampaign / opportunity association
23
Health Care Professionals Spend Compliance
• Individual tracking of expenses by stateAdministrators can define budgets by statePhysicians, NPs, PAs, and other practitioners are mapped to individual budgetsDefine spend limits
• Automatic tracking of expenses“Business as usual” for end usersExpenses are automatically allocated according to user-defined rules
• Support for disconnected usersAllocations and rollups are routed to remote users End users can log expenses on their local databases
24
Partner and Channel Marketing
• Collaborative Campaign PlanningCollaborative funding and goal settingJoint content development and visibilityFederal approval processes
• Collaborative Customer TargetingCentralized targeting, distributed to agencies for validation and modificationLocal targeting, through simple visual list building, for central tracking or approval Hybrid choice of local / central targeting
• Collaborative Execution and TrackingAgency visibility of campaign membersAgency ability to update response / statusAgency access to campaign analysis
25
• Manages Loyalty Program Life CycleEnrollment and managementTargeted loyalty promotionsComplex credit accrual and redemptionComplete transaction & tiers engineIntegrated partner and customer portalsCustomer and loyalty program analytics
• Drives Loyalty, Drives Customer ValueImproves the customer experience and drives patient adherence and complianceIncreases program flexibility and responsivenessDramatically reduces operating costs and speeds time to marketOptimizes loyalty program strategies and investments
Loyalty Program Management
26
Marketing AnalyticsInsight Across all Customer Touchpoints
• Flexible Packaged ApplicationsIntegrated pre-built Marketing dashboardsView information specific to user and roleIntelligent alerts and guided discovery paths
• Key Metrics At-a-Glance Customer insight, including key profile attributes and changes over timeMarketing Planning metrics, including variance versus goals and expenditure analysisCampaign tracking, including response metrics and segment-level lift analysis
• Powerful Underlying TechnologyFully extensible and full ad-hoc capabilityCombining data from multiple sourcesMerging Siebel and non-Siebel dataOptimizing off-line and real-time reports
Customer Insight
Campaign Tracking
Market Planning
27
Real Time Decisioning
• Packaged Decisioning ApplicationsPre-built retention and cross-sell solutionsCustomer-specific ‘next best’recommendationsBased on any data, including customer profile, 3rd party scores, and real-time session dataCombining simple rules-based techniques with sophisticated, adaptive, self-learning modelsIntegrated with Marketing (eligible customers and offers) and CRM (front office execution)
• Model Building and Assessment ToolsFlexible ‘power user’ tools for creating, tuning and deploying adaptive real-time decisionsEasy-to-use ‘marketing’ tools, to assess impact and tune performance goals of decisions
• State-of-the-art Decisioning PlatformMassively scalable, open architecture, for deployment in large complex environments
28
Increase Marketing, Sales and Service Effectiveness
More personalized and effective sales interactions
Only marketing suite that provides industry-specific, seamless integration with all execution channels
Closed Loop Marketing and Multi-Channel Management
Only service solution that manages multi-channel interactions and provides comprehensive handheld support
Support complex product service interactions (repair, service, complaints)
Product and Field Service Management
Requirement Oracle Capability The Oracle Difference
Improve sales effectiveness and efficiency
Oracle Medical Sales with Integrated Analytics
Only medical sales application with integrated analytics specific for medical customer targeting
Improve quality,consistency and
speed of medical communication
Enables Intelligent Customer Service
Only provider which enables Customer Service to drive industry critical process solutions
29
Identify customer (Consumer, partner, gov’t)
Triage call reason (Information, orders, service)
Trigger Response
Assess customer needs
Call scripts and embedded process guidance help deliver information more reliably
Integration
Software integrated with CTI, IVR, eMail to ensure consistent, multi-channel experience
What is Intelligent Customer Service?
CustomerData
Repository
CustomerData
Repository
30
Contact & Account InformationInteraction History Pending Quotes / OrdersCampaign Offers / Responses
CustomerData
Repository
CustomerData
Repository
Existing Products / T’s & C’sOrders & ShipmentsReturns Service Level Agreements
Complaints & Adverse EventsPayments / CreditsCustomer Value MetricsDocument Repository
Customer
Agent DesktopSales / Service
Marketing
1) Mine customer and service repository for trends, behaviors
3) Deliver personalized offer for service and products
2) Identify customers for up-sell / cross-sell and proactive outreach
Intelligent Customer Service DeliveryProactively Deliver Products and Services
4) Schedule proactive callbacks
31
Manage Field InventoryImprove Visibility and Increase Accountability for ‘Trunk’ Stock and Hospital
Consignment Inventory
Manufacturer
Field SalesInventory
Purchase Order
• Validate product identification• Validate compliance to pricing
agreements• Validate against special pricing
requests
Identify ApplicableProcess
Account, Sales and Product Information
Import &Cleanse
Raw Data
Product Identification (PN, SN, SKU, etc.)
Medical Procedure Performede.g. disposables or implants used
Product Identification Capture and
Tracking Enabled
Hospital Inventory
Enable Demand Planning and
Replenish Inventory
Enable Accounts
Receivable and Commissions
Consolidated view of key product informationVisibility to product locationImproves inventory reconciliationAccelerates order processingIntegration with order management, inventory, and sales management
32
Patient Tracking and Device RegistrationProvides Optimal, Consistent Device Registration on a Domestic and Global Basis
• RegisterCapture and store in a single repository
Patient IDDoctor and hospital informationDevice info and service history
• MaintainComprehensive history viewRun reportsIssue Patient ID cardsRole base access
• ServiceRespond to patient and physician queriesProduct complaint and recall management
33
Managing Product Complaints and Adverse Events
ProductComplaint
AdverseEvent
MedicalQuery
SiebelCall Center
Healthcare Practitioner
Patient/Consumer
HospitalMedical Center
CAPA Team
Analysis TeamQuality
Oracle AERS*
Medical Inquiries/Patient Assistance
orDrug Specialist
Single Complaint
and AERepository
Signal Detection Reporting Trending Regulatory
Submission*Adverse Event Reporting System
CreateProduct Issue
Escalation
34
Adverse Event and Complaint ManagementMaintains All Adverse Events and Complaints in a Single Repository
• Call Center TriageConsistent, auditable process supports regulatory requirementsConsistent process improves data qualityEscalation promotes data integrity and historyAssignment manager automatically routes to appropriate Quality Manager
• Adverse Event and Complaint ProcessingSingle Repository for all Complaint InformationAuditable, Consistent ProcessData Drives TrendingSupports 21 CFR Part-11 Requirements
• Trending and CommunicationThreshold levels can alert appropriate personnel to non-obvious compliance issues and eliminate regulatory risk Investigation and CAPA processing can identify and contain problem before it becomes widespread
35
COMPANY OVERVIEWLifeScan, a Johnson & Johnson company, is a maker of blood glucose monitoring products and is dedicated to creating a world without limits for people with diabetes.Generates $2 B in yearly revenues and employs over 2,500 people.
CHALLENGES / OPPORTUNITIESInconsistent service processes across groups/regions Duplicate data entry in disconnected systemsComply with in vitro diagnostic device regulationsChallenges with submitting timely regulatory reportsSupport 3M customers, 5,000 calls per day
SOLUTIONOracle’s Siebel Medical for Customer Service, Product Complaints, Returns, Replacement, Refunds & Recalls
RESULTS• Consistent definition and handling of
complaints globally• Streamlined complaint handling process• Tighter Integration of complaints
management with customer support• More automated compliance with CFR
Part 11 • Improved customer response time• Improved monitoring of time to
resolution• Consistent triage guides globally• Consolidation of regional data sources• Consistent global training• Improved collaboration with product
quality• Better trend analysis and report flexibility
Lifescan Establishes Global Process for Customer Complaints and Customer Response
36
Increase Marketing, Sales and Service Effectiveness
More personalized and effective sales interactions
Only marketing suite that provides industry-specific, seamless integration with all execution channels
Closed Loop Marketing and Multi-Channel Management
Only service solution that manages multi-channel interactions and provides comprehensive handheld support
Support complex product service interactions (repair, service, complaints)
Product and Field Service Management
Requirement Oracle Capability The Oracle Difference
Improve sales effectiveness and efficiency
Oracle Medical Sales with Integrated Analytics
Only medical sales application with integrated analytics specific for medical customer targeting
Improve quality,consistency and
speed of medical communication
Intelligent Customer Service
Only provider which enables Customer Service to drive industry critical process solutions
37
Dynamic Sales Planning and Execution
Sales Rep
Analyze sales metrics for
territory
Align sales force and set
objectives
Verify target segment analysis
Analyze and build customer segments
offline
Integrate target lists
Create and report call plans
Assess and approve call plans
Assess Actual vs. Target
Assess Performance & sales results Plan follow-up
actions & Objectives
Plan follow-up calls and actions
Analyze key sales performance
metrics
Plan actions & Objectives
Sales Manager
113322
44
55
66
77
Sales Monitoring & Coaching
Sales Plan ExecutionTargeting
& Sales Planning
SALES STRATEGY(PLAN) SALES EXECUTION (DO) MEASURE RESULTS (SEE)
38
District Manager Support• The Dynamic Sales solution set allows
District Managers to effectively manage and coach their Sales Reps.
Key Capabilities include:Pre built dashboards focusing on key performance indicators for their Sales Reps territories
Easily identify areas that need improvement
Pre-built drill downs to detailed reports and CRM screens
Physician Profile Information Account Profile InformationCall Reporting History Samples HistoryMedical Event Attendance
Action Plan and Objective Management
BenefitsIncreases visibility into sales rep performance and effectivenessImproves Sales rep coaching and follow up action planning
• The Dynamic Sales solution set allows District Managers to effectively manage and coach their Sales Reps.
Key Capabilities include:Pre built dashboards focusing on key performance indicators for their Sales Reps territories
Easily identify areas that need improvement
Pre-built drill downs to detailed reports and CRM screens
Physician Profile Information Account Profile InformationCall Reporting History Samples HistoryMedical Event Attendance
Action Plan and Objective Management
BenefitsIncreases visibility into sales rep performance and effectivenessImproves Sales rep coaching and follow up action planning
39
Physician Segmentation and TargetingImprove Physician Segmentation, Targeting and Sales
Understand Your Customer BasePerforms multi-dimensional segmentation leveraging demographic info, lifetime value, prior history / campaign responses, etc.
Develop Targeted MessagesIdentifies best physician targetsAligns key messages with specific segmentsMeasures detailing effectiveness
…top physicians
…high prescriber
…therapeutic areaPhysician Data
Identify andSegment Customers
TargetCustomers
Leverage Data fromAcross the Enterprise
Increased Sales by Segment
40
Territory Management
CapabilitiesAssign accounts, contacts and opportunities based on user defined rules and conditionsReview results and incorporate sales rep local knowledge prior to alignment activationSingle source system for historical information on Territories and AlignmentsScalable processes with built in load balancing featuresSupports industry requirements and best practices
BenefitsDefines complex territories based on any combination of direct or indirect rulesImplements alignments faster without disrupting alignments for other sales forcesEasy to maintain and eliminates complex post-processing requirementsMaintains relevant territory and alignment history
CapabilitiesAssign accounts, contacts and opportunities based on user defined rules and conditionsReview results and incorporate sales rep local knowledge prior to alignment activationSingle source system for historical information on Territories and AlignmentsScalable processes with built in load balancing featuresSupports industry requirements and best practices
BenefitsDefines complex territories based on any combination of direct or indirect rulesImplements alignments faster without disrupting alignments for other sales forcesEasy to maintain and eliminates complex post-processing requirementsMaintains relevant territory and alignment history
ProcessProcess
Create alignment
rules
Create alignment
rulesRun
Alignment
Run Alignment
Sales Reps modify
alignment
Sales Reps modify
alignment
Publish Results
Publish Results
Yes
No
Validate Results
Validate Results
Manager review and approval
Manager review and approval
Activate alignment to update Prod
Activate alignment to update Prod
41
Sales Rep Effectiveness Support
• The Dynamic Sales solution set allows Sales Reps to target and focus on the most important customers to deliver productive sales calls.
Key Capabilities include:Physician Profile ManagementDynamic Call PlanningRobust Call ExecutionEfficient Call ReportingAccount ManagementRapid Territory ManagementMedical Educations Events Management
BenefitsIncreases sales effectivenessProvides visibility into territory performance
• The Dynamic Sales solution set allows Sales Reps to target and focus on the most important customers to deliver productive sales calls.
Key Capabilities include:Physician Profile ManagementDynamic Call PlanningRobust Call ExecutionEfficient Call ReportingAccount ManagementRapid Territory ManagementMedical Educations Events Management
BenefitsIncreases sales effectivenessProvides visibility into territory performance
42
Contact and Activity ManagementSingle Customer Profile & Integrated Call Planning and Reporting
Capabilities:Single repository of customer profile information for all sales and service departments360o profile view to manage complex inter-relationships and multi-channel interactionsInteractive analysisEasy to use call planning capabilitiesCall reporting with Smart Calls templatesTracking Med Ed Events attendance history
Benefits:Reduces duplicate callsIncreases sales representatives efficiencyImproves physician targeting and support
Capabilities:Single repository of customer profile information for all sales and service departments360o profile view to manage complex inter-relationships and multi-channel interactionsInteractive analysisEasy to use call planning capabilitiesCall reporting with Smart Calls templatesTracking Med Ed Events attendance history
Benefits:Reduces duplicate callsIncreases sales representatives efficiencyImproves physician targeting and support
43
Account ManagementEffective Business Planning and Pull Thru Co-ordination
Capabilities:Account Profiling based on Type of AccountAffiliation ManagementDepartment VisibilityCall Reporting & Activity Management
Account & Attendee Calls with EmployeesComplex Hierarchy Relationships
GPOs & IDNsFlexible Hierarchy Definitions
Business Plans Contract Creation and Compliance MonitoringAnalyzing Account Performance
BenefitsIncreases efficiency of account team coordinationImproves account management and visibility
Capabilities:Account Profiling based on Type of AccountAffiliation ManagementDepartment VisibilityCall Reporting & Activity Management
Account & Attendee Calls with EmployeesComplex Hierarchy Relationships
GPOs & IDNsFlexible Hierarchy Definitions
Business Plans Contract Creation and Compliance MonitoringAnalyzing Account Performance
BenefitsIncreases efficiency of account team coordinationImproves account management and visibility
44
Indirect Selling: Improve Channel SalesCapture Accruals and Analyze Sell-Through Effect
Provide Incentives to Distribution Channel and Retailers
*Group Purchasing Organization
Manufacturer
Indirect Accruals
IndirectSalesData Table
Indirect SalesData
Retailer /
Hospital /
Medical Facility
Indirect SaleSaleDistributionChannel
Chargeback Claim
• Promotion Payments
• Admin Fees
Managed Care/ GPO*
Rebate Claim
Import &Cleanse
Raw Data
• Run pricing simulations• Validate compliance to
pricing agreements• Validate against special
pricing requests
Identify ApplicablePromotions
45
Medical Analytics Solution
Siebel Business Analytics Platform
ExecutivesMarketingSalesManagers
Field Reps
Siebel Medical Analytics Applications
Medical Analytics Solution
1. Pre-built business intelligence applications for medical device sales and marketing activities
2. Pre-built Life Sciences Warehouse
3. Pre-built Role Based Intelligence Dashboards
4. Powerful, Interactive Ad Hoc Reporting
5. Proactive Alerting and Scheduling
6. Fully Integrated with Siebel CRM Application
7. Full Support for Offline Field Analytics users
Interactive Dashboards
Proactive Detection & Alerts
MobileAnalytics
Ad-Hoc Analytics
Call Activity
Analytics
Rx Sales Analytics
Sales Objective Analytics
MedEd Analytics
Account Profiling Analytics
IMS NDCSiebel CRM Other
Operational Sources
Syndicated Data Providers
Other Analytic Sources
Segmentation
Medical Data Warehouse
Pre-Built ETL
46
Siebel Business Analytics provides:
Transform the Whole Organization with Actionable Insight
Executives
Managers
Front-lineEmployees
• Personalized interactive dashboards
• Function-specific and role-based
• Proactive intelligent alerts
• Guided analytics capturing best practices
• Insight provided in context with operational apps
• Real-time analytics to guide intelligent interactions
• High user self-sufficiency
47
Technology Convergence Communication & Computing Paradigms
• Ability to communicate anytime, anywhere• Unbridled device explosion
• Laptops, Tablet PCs, PDAs, PDA Phone Devices, Blackberry devices• Users expect to able to work on different devices and/or networks• Users expect to able to work with or without network in online/offline
capacityOracle’s Siebel Mobile Solutions
Siebel WirelessBrowser Based Client
Siebel MedicalHandheldOffline Client
Siebel Mobile Web ClientOffline Client
48
COMPANY OVERVIEWSt. Jude Medical, Inc. develops, manufactures and distributes cardiovascular medical devices for the global cardiac rhythm management, cardiac surgery, cardiology and atrial fibrillation therapy areas, and implantable neuromodulation devices.Generates $3.3 B in yearly revenues and employs over 11,000 people.
CHALLENGES / OPPORTUNITIESRequired a scalable replacement sales force automation solutionDevelop standardized sales order tools and automated physician formsImprove return on sales
SOLUTIONOracle’s Siebel Medical Sales
CUSTOMER PERSPECTIVE“With a laptop or a PDA platform, our sales reps can go out in the field and manage the same process through multiple channels. Key to selecting Siebel was the head start they had in medical devices and life sciences. They work with other medical device companies, where perhaps core sales processes are similar, but our products and service are where we can really differentiate ourselves.”Bill Sahota, Application Manager
RESULTS• 25% IRR on the initial Siebel
implementation over four years• Integrated, automated order management
from mobile locations via the Web and PDAs
• Improved order management• Improved user experience
St. Jude Medical Automating the Sales Force to Gain Competitive Edge
49
Oracle Medical Device Solutions Summary
• Only marketing suite that provides industry-specific, seamless integration with all execution channels
• Only provider which enables Customer Service to drive industry critical process solutions
• Only medical sales application with integrated analytics specific for medical customer targeting
Oracle Medical Sales with
Integrated Analytics
Intelligent Customer Service
Closed Loop Marketing and Multi-
Channel Management
• Only service solution that manages multi-channel interactions and provides comprehensive handheld support
Product and Field Service Management
50
The Only Complete Life Sciences Solution
PlatformPlatform
PeoplePeopleProcessesProcesses
PartnersPartners
CustomerResults
CustomerResults
52
Most ComprehensiveHighest RatedOnly vendor in Gartner and Forrester leader quadrants for all Middleware components.
Best-Selling••32,000+ Customers Deployed 32,000+ Customers Deployed
••70% of World70% of World’’s 50 Largest Firmss 50 Largest Firms
••$1B+ Business $1B+ Business
SOA Vendor of Choice
Source: Forrester Research ranking of Application Platform Servers, April 2005
Market-Leading Middleware Platform
53
950 customers participating in Customer Advisory Boards
500 Industry & Product strategy council members
35 Fusion strategy council members
1300 participants in early customer adoption programs
425 user groups
30,000 applications customers
220,000 database customers
5000 middleware ISVs
1700 application ISVs
9000 database ISVs
30,000 middleware customers
29,000 developers, support engineers and consultants
Oracle’s People Advantage
275,000 customers
benefiting from shared innovation
54
• Leadership in the Medical Device Industry
• Innovation in Medical Device Solutions
• Results Achieved by Oracle Customers
Agenda
55
What Customers are Achieving…
improved case handling and escalation response time by 50% and reduced billing errors from 15% to 1% with Oracle Siebel
combined three divisions into one view of the customer andreduced cost and complexity of quote-to-order process with Oracle Siebel
increased service related revenue by 25% with Oracle Siebel Field Service
increased on-time delivery rates from 70% to more than 90% and reduced book closing times by more than 50% with Oracle e-Business Suite
56
The Oracle Difference
Only Oracle…
• Only service solution that manages multi-channel interactions and provides comprehensive handheld support
• The largest life sciences sales and marketing user community in the world with proven success from over 160,000 users
• Only marketing suite that provides industry-specific, seamless integration with all execution channels