Chad Kirchner Director, Life Sciences Product Strategyopnpublic/... · Chad Kirchner Director, Life...

Improving Customer CentricityChad KirchnerDirector, Life Sciences Product Strategy

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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

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• Leadership in the Medical Device Industry

• Innovation in Medical Device Solutions

• Results Achieved by Oracle Customers

Agenda

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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

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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

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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

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Agenda

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

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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

http://creative.gettyimages.com/source/Search/306','6','1','DV798

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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

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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

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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

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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

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• 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

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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

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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

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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

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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

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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

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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

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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

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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

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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

http://www.lifescan.com/index.html

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Intelligent Customer Service


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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

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66

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Sales Monitoring & Coaching

Sales Plan ExecutionTargeting

& Sales Planning

SALES STRATEGY(PLAN) SALES EXECUTION (DO) MEASURE RESULTS (SEE)

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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

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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

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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

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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

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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

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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

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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

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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

http://webdev/webgroup/photos/all_business_library/final/pages/AA036178.htm

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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

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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

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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

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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


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The Only Complete Life Sciences Solution

PlatformPlatform

PeoplePeopleProcessesProcesses

PartnersPartners

CustomerResults

CustomerResults

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Customer Centric Solution Footprint

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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

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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

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Agenda

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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

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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

Chad Kirchner Director, Life Sciences Product Strategyopnpublic/... · Chad Kirchner Director, Life...

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