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CON1531_Rodwick-CON1531 - Boost Your Sales and Service Productivity With Oracle CRM Analytics - Rodwick - FinalTRANSCRIPT
1Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
2Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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
4Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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
5Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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
6Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Critical CRM Front Office Interactions
Sales & Partner Contact Center
ServiceMarketing & Loyalty
social
Customer
online interactions
7Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Business Requirement: Answers to Rapidly Emerging Questions
Sales & Partner Contact Center
ServiceMarketing & Loyalty
• 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?
8Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Business Requirement: Answers to Rapidly Emerging Questions
Sales & Partner Contact Center
ServiceMarketing & Loyalty
• 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?
9Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Business Requirement: Answers to Rapidly Emerging Questions
Sales & Partner Contact Center
ServiceMarketing & Loyalty
• 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?
10Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Business Requirement: Answers to Rapidly Emerging Questions
Sales & Partner Contact Center
ServiceMarketing & Loyalty
• 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?
11Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Business Requirement: Visibility Across Functional Areas
Marketing & Loyalty
Service
Sales & Partner Contact Center
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
12Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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
13Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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
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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?
15Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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
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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
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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
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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
19Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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
20Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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
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All BI Applications are BI Mobile Certified
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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
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.24
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.25
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.26
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.27
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.28
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.29
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.30
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
31Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Better Analytics in Fusion ApplicationsBetter Decisions
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.32
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
Business Intelligence
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
Business Intelligence
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
Business Intelligence
Procurement Contracts
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.33
Fusion Reporting and Analytics Consistent, Timely, Complete
.
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.34
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.35
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.36
Retail Aero / Industrial Insurance / Health Life Sciences Travel & Transport
Communications Public Sector Finance / Banking Consumer Goods High Tech
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.37
Rapid Deployments in WeeksAgainst Oracle Applications Unlimited and Non-Oracle Sources
12 weeks
11 weeks
100 days
75 days
14 weeks
16 weeks
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.38
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
Oracle BI Applications
Oracle BI Applications
Multi Instance & Version
EBS EBS EBS
Americas EMEA APAC
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.39
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.40
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
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.41
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
42Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Questions
43Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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.
44Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
45Copyright © 2013, Oracle and/or its affiliates. All rights reserved.