CON1531_Rodwick-CON1531 - Boost Your Sales and Service Productivity With Oracle CRM Analytics -...

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CON1531_Rodwick-CON1531 - Boost Your Sales and Service Productivity With Oracle CRM Analytics - Rodwick - Final

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  • Boost your sales and service productivity with Oracle CRM Analytics

    Paul Rodwick VP, BI Product ManagementJuly 2013

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

    AgendaIntroduction to Oracle BI ApplicationsWhat are BI Applications?Recent ReleasesBI Applications as a Stepping Stone to Fusion ApplicationsCustomer SuccessRoadmap and Future InvestmentsQ&A

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

    Key Corporate ObjectiveMaximizing Customer Value & Operational Efficiency

    Primary Role: Identify, acquire & support customersKey Objective: Grow revenues and profit by maximizing customer valuePrimary Functions: Sales, Marketing, Service, Contact Center

    Primary Role: Buy, make, and deliver products, support the workforce, and manage financesKey Objectives: Maximize operational efficiency, quality & accuracy while controlling costsPrimary Functions: Finance, HR, Supply Chain Operations, Procurement, Order Management

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

    Critical CRM Front Office InteractionsSales & PartnerContact CenterServiceMarketing & Loyalty

    socialCustomeronline interactions

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

    Business Requirement: Answers to Rapidly Emerging QuestionsSales & PartnerContact CenterServiceMarketing & LoyaltyHow 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?

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

    Business Requirement: Answers to Rapidly Emerging QuestionsSales & PartnerContact CenterServiceMarketing & LoyaltyWhich campaign tactics are most effective?

    Which offers are succeeding with different customer segments?

    What is the product mix compared to plan?

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

    Business Requirement: Answers to Rapidly Emerging QuestionsSales & PartnerContact CenterServiceMarketing & LoyaltyWhat are average handle times and abandonment rates?

    Which are the most productive and efficient CSRs and why?

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

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

    Business Requirement: Answers to Rapidly Emerging QuestionsSales & PartnerContact CenterServiceMarketing & LoyaltyHow 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?

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

    Business Requirement: Visibility Across Functional Areas

    Best align switch workflows to increase customer satConvert inbound service calls to sales

    Devise marketing programs to deflect product availability or quality issuesUnderstand how marketing promotions impact service centers

    Improve lead follow-up and conversion Understand campaign impact on revenueImprove customer product and service offerings

    Monitor and manage service channel usage / mixUnderstand compliance of call handling to SLAsMonitor customer satisfaction vs. service cost

    Customer

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

    Benefits

    Add insight to CRM and ERP applicationsEasy to adapt and extendUnique features

    Tight integration with OLTP systemsWorks with existing IT environment Fast time to value; Low TCOOver 4,000 customers

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

    Accelerate business innovation by drastically reducing the time it takes to deploy BI solutions. Oracle BI Applications are preconfigured for a variety of data sources. These solutions enable organizations to extend the value of their existing IT investments with intuitive, role-based intelligence and power better decisions. They support business functions and industry-specific processes with best-practice analytics based on Oracle's experience across hundreds of CRM and ERP automation.

    customer examplesDonaldson for JDE, Ingersoll Rand for EBS, FedEx for PeopleSoft, AT&T, Eaton, *

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

    Oracle BI ApplicationsDelivering CRM Business Insights

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

    Example of CRM Related Business QuestionsSales Analytics

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

    Oracle BI Applications Product FamilyRapid Performance InsightCRM ANALYTICSORACLE BUSINESS INTELLIGENCE FOUNDATION

    AND OTHER OPERATIONAL AND ANALYTIC SOURCESSOURCE ADAPTERS:ERP ANALYTICS

    SALESPipeline AnalysisForecast AccuracyUp-sell/Cross-sellCycle TimesLead ConversionSales Team Effectiveness

    MARKETINGCampaign EffectivenessCustomer InsightProduct PropensityMarket Basket AnalysisCampaign ROI

    SERVICE & CONTACT CENTERService EffectivenessCustomer SatisfactionResolution RatesService Rep EfficiencyService CostService Trends

    PRICEPrice SegmentsPrice Waterfall AnalysisDeal Life CycleDeal Desk Analysis Product Pricing Performance

    LOYALTYMember DemographicsMembership TrendsPromotion CostPromotion EffectivenessPoints Analysis

    FINANCIALSGeneral LedgerAccounts ReceivableAccounts PayableCash FlowProfitabilityExpense Management

    PROCUREMENT & SPENDDirect & Indirect SpendBuyer ProductivityContract ComplianceSupplier Perf.Purch. Cycle TimeEmployee Expense

    SUPPLY CHAIN & ORDER MGMTRevenue & BacklogInventory AnalysisFulfillment StatusCustomer StatusOrder Cycle TimeBOM Analysis

    PROJECTSProject Funding and BudgetProduct CostProject RevenueProject BillingProject Profitability

    HUMAN RESOURCESEmployee ProductivityCompensationTalent ManagementRecruiting AnalysisLearning AnalysisWorkforce Profile

    MANUFACTURINGPlan to ProduceWork OrdersInventory and WIPQualityResource UsageBill of MaterialCosting Kanban

    ENTERPRISE ASSETMANAGEMENTMaintenance HistoryMaintenance CostingAsset GenealogyBreakdown & Preventive QualityInventory

    STUDENT INFORMATION ANALYTICSAdmissions and RecruitingStudent RecordsStudent Financials

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

    Pre-Built Analytic Warehouse1Business Analytics WarehouseOver 100 star schemas Designed for analysis and reporting

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    Role-Based DashboardsBest Practice Metrics34Over 9,000 metrics Additional pre-defined calculationsBased on best practices

    Deeper than DashboardsPre-mapped integration Fusion, EBS, PSFT, SEBL , JDE, SAP, IBMRole-based Security

    Over 500 Dashboards and PagesOver 3,000 reportsAcross Lines of Business

    Oracle BI ApplicationsCertified Application Integration

    *

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

    Oracle Embedded Business AnalyticsIntelligence Embedded In Business Processes

    ORACLE APPLICATIONS BUSINESS PROCESSES

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

    Oracle Embedded Business AnalyticsInsight to Action With Contextual Integration

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

    Speeds Time To Value and Lowers TCO

    Build from Scratchwith Traditional BI ToolsOracle BI ApplicationsPrebuilt Business Adapters for Oracle EBS, PeopleSoft, JD Edwards. Siebel, SAP, othersRole-based dashboards and thousands of pre-defined metricsEasy to use, easy to adaptWeeks or MonthsBack-end ETL andMappingDW DesignDefine Metrics& DashboardsBack-end ETL andMappingDW DesignDefine Metrics& DashboardsTraining / Roll-outTraining / RolloutQuarters or YearsFaster deploymentLower TCOAssured business value

    Source: Patricia Seybold Research, Merrill Lynch, Oracle Analysis

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

    Total Economic Impact ofOracle BI AppsValidated BenefitsLower 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 studyIT 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 categoriesIncreased 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 studyconducted by Forrester Consulting on behalf of Oracle, October 2012.Based oncommissioned study conducted by Forrester Consulting*Composite Organization Three-Year Risk-Adjusted ROI

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

    All BI Applications are BI Mobile Certified

    June 2011June 2011http://my.oracle.com/go/biOracle BI Global Business Unit

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

    What Does Exalytics Mean for BI Applications?Make Existing Deployments Blazing FastOrders of magnitude faster end user response timesExalytics up and running in daysReduce Development Time on BI Applications ExtensionsNew dashboard development cost reduced (less dashboards, less tuning)Practically eliminate need for custom aggregate tablesGet 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 adoptionEnabl