July 7 Demo Deck

Industry specific cover image

Siebel CRM OnDemand demoJuly 7th

Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential

Agenda

1. Intro’s

2. Short PPT Introduction: Positioning

3. Flythrough: 10 Minute Demo Run-through

4. Detailed Demo: Flow, Demo, Q&AA. Support workflow

i. Advocate

ii. Tier 1 / Tier 2

iii. Deeper Dive

B. Knowledge Mgmt

C. Reporting/ Analytics

D. CTI integration

5. Question & Answer

2


Siebel CRM OnDemand…

…the next generation of CRM productivity tools

• Ease of Use– Integrated CTI for automatic task creation & tracking

– Streamlined task management and “push” based workflow design

– Integration to back end systems gives immediate access to data

• ENTERPRISE Analytics– Other products will still leave your CRM data on an island

– Beyond departmental reports, delivering critical data from the enterprise

• OM, Fulfillment, other ERP/ non ERP data sources

• Collaboration– Cobalt evolving in all areas, CRMOD delivers unparalleled integration

• Service w/ increased focus on revenue

• Account Management changes

• Stronger advocate tracking made easier w/ insight across accounts

3


Demo Fly Through


Live Demo

Copyright ©2006, Oracle. All rights reserved. Oracle & [customer] Confidential 6

Customer Support Agent


Tier 1 and 2: TSR

1.0Inbound Call

4.0Validate

Customer Info

7.0Check/Search

KnowledgeMgt (HelpStream)

5.0360 Degree View Account/ Contact

Management

6.0Create/Manage

SR

Outlook IntegrationBusiness Intelligence

Workflow

3.0In Bound

Email

2.0Agent

Assignment

8.0Create/Tasks

9.0Escalate

T2(Task

Templates)

10.0Manage Tasks

12.0Customer

SatSurvey: eMail

HelpStream Portal

Web Service

11.0Debrief

Close SR

Workflow

Workflow


Customer Advocate


Customer Advocate

2.0On boarding

of New Customer

4.0Tasks

Created/Assigned

(List/Report)

5.0Complete

Tasks

Outlook IntegrationBusiness Intelligence

Workflow

7.0Monthly

Maintenance

3.0New SR Created/Assigned

(List)

6.0Close SR

1.0Account

Management9.0

Tasks Created/Assigned

10.0Work/

CompleteTasks (Non-Sequential)

8.0New SR Created/Assigned

Web Service

Web Service

Time Based Web Service

Oracle EBS Order Mgt

Workflow

Workflow

Note: Focus for demo on Blue Boxes


Knowledge Management


Helpstream Knowledge Repository

Helpstream is the knowledge management complement to Oracle CRM On Demand, enabling a highly effective

collaboration capabilities for a company’s employees!

• Newest addition to the CRM On Demand Inner Circle

• Investors include Foundation Capital (Onyx, Documentum), Mohr

Davidow Ventures (Vantive), and founders of both Vantive and

Remedy

• Service launched in January 2008;

• 150+ customers, 450,000+ active registered users


Competitive Comparison of Oracle Analytics, Deep Dive into Functionality

Jeff Hunt, Intelenex

Dynamic Dashboard Filtering

A single dashboard can easily be built that displays

data specific to the user who is currently viewing it.

Administrators cannot create a single dashboard

that will show data specific to the user viewing it.

Many reports, such as performance against goals or territory analysis, require that data be filtered based on the user who is viewing the report. With salesforce’s reports, administrators

must create a report and clone it for each user. This makes making changes to these reports extremely labor intensive. In addition, SFDC administrators may not make changes to a user’s

account without logging in with their credentials, further belaboring the process.

“we have now literally hundreds of reports and about 50 dashboards due to this lack of functionality for a user to see in the common dashboard only his information. this of course

means tons of administrative work with reports.”

Commentary

*Quote from Salesforce.com Customer

*All quotes from salesforce.com customers taken from the salesforce.com “idea exchange”

“I want to see MY performance against quota”

Joining Multiple Tables

Oracle’s reporting allows for easy combination of

multiple tables.

Reports can only join 3 tables; a “parent” and 2

“children”.

For example, a report that shows Account, Contact, Open Opportunities, and Tasks would not be possible without joining multiple tables. Creating a 360 degree view of

the customer will be very difficult without the ability to combine data from various tables within the application. This would require export of data with salesforce.

“…we have been told that we should purchase some other expensive reporting package, that links with salesforce, in order to run this and other reports. I just don't

see this as an answer either. Why should I have to purchase another package for something Salesforce should be able to accomplish[?]”

Commentary



“Give me a 360 degree view of my business”

Pivot Table Reports

Oracle offers Pivot Tables which let you view data in the optimal presentation.

There is no Pivot Table functionality in salesforce.com.

Pivot Tables have are a widely used and understood mechanism for simplifying complex data sets, and presenting. Pivot Tables are used in reports such as “waterfall” reports, forecast vs.

actual, and territory analysis; and are typically the most widely used report type for Oracle users. Pivot tables are also helpful in report administration, allowing the creation of a single report that

presents data many ways. Without Pivot Tables, most report producers export data from the system and use a separate tool for reporting.

“I personally spend a lot of time taking data out of salesforce only to create a pivot table with the data due to the limited reporting functionality on the existing

dashboards.”

Commentary



“Segment and organize my data without exporting and using another tool”

Report Drillability

Any report value may be a hyperlink to anywhere, including other reports,

records in the CRM system, or external URLs; to any number of levels. Can also drill into multiple locations from a link.

Reports are static, and do not include the ability to drill deeper and

easily access deeper data. Cannot link to the record in the report.

A key to user adoption in any application is ease of use an navigation. When viewing a report, users often need more information and want to go deeper to the source of the data, which allows them to gain better insight into their business. Without drillability,

reporting will be cumbersome, and user adoption will be significantly diminished.

“[I would like to be able to] Click on a dashboard chart element to drill to report detail. This will save time and enhance user experience by drilling down directly to the detail

instead of having to click on the dashboard component and then filtering on the specific grouping.”

Commentary



“Give me real insight without a lot of clicks”

Exception Reporting

Oracle includes exception reporting.

Salesforce does not allow exception reporting.

Exception reporting allows one to identify reported results that deviate from expected results. It allows one to find performance metrics that fall outside of acceptable metrics, or find sets of data

that do not contain a data type. Without exception reporting, your administrator will have to export data to third party reporting tools. Example: Red flag when a rep is taking 15 days average

to close their service requests, when the SLA is 12 days.

“The Holy Grail of Salesforce! If this came about I could *almost* kiss your developers. I spend roughly 40 hours a month exporting data into Excel files so that I perform joins for major reports

(e.g., follow-up on cases using "Log A Call" and "Emails", and what the frequency of those responses are).“

Commentary



Help me understand when something’s going wrong

Negative Reporting

Oracle offers negative reporting.

Salesforce does not allow negative reporting.

Negative reporting is a type of exception reporting. A typical scenario involves running a report on “contacts with no activities scheduled”, “accounts with no

opportunities”, or “opportunities without products”.

“[I Tried] to see if I could formulate a report to view open opportunities without open activities. I could not; it pulled up opportunities that did not have any activity history. However, any new

opportunities that had a pending activity but no history yet, were included in the report. There have been several ideas on this in the past and I am surprised that Salesforce has not found a

way to implement exception reporting such as this. I am still having to export to separate reports and run scripts in FileMaker Pro in order to run the report I need.”

Commentary



I want to see Accounts and Opportunity data – even if there are no Opportunities for an Account

Without “negative” reporting.

With “negative” reporting, data is exposed.

Data Warehouse

Oracle stores data in a traditional data warehouse, where it is optimized for reporting and

analytics.

Salesforce.com stores data in a transactional reporting system. The only way to trend is to create multiple reports

and “snapshot” them.

Oracle offers a traditional OLAP data warehouse, aggregating data it into a multidimensional warehouse. SFDC can take a snapshot of a report, which means you must predict accurately your reporting needs, and update reports when you add new fields or objects. Oracle holds your data

at the ready for historical analysis wihtout any intervention. Finally, performance and storage will be an issue for SFDC, as they are purposing a transactional database as a data warehouse.

“Hear, hear! It's a nonsense that I can't deliver change-over-time reports on the opportunity pipeline. “

Commentary

Quote from Salesforce.com Customer


Historic trending available on demand

Enterprise Grade Dashboards

• Tabbed Dashboarding• Dynamic Guided Navigation• Color Control of chart elements• Drag & Drop

creation/administration• Unlimited Components• Dashboards easily Sum

• No Tabbed Browsing• No guided navigation• No color control of elements• Clunky arrow based report

admin• 20 components only• Dashboards don’t natively Sum

A simple user interface for both users and administrators is critical to the adoption of both reporting and analytics. Oracle allows for tabbing and nesting of dashboards,

more varied chart types and colors, unlimited reports within dashboards, easy summation, and many other little features that add up to a big difference in actual

report utilization.

Commentary

•Tabbed dashboard

•Custom Chart Colors

•Drag and Drop Designer•Drag and Drop Designer

“Make it easy for me to find what I’m looking for”

Oracle Customer Testimonials

The analytics functionality has dramatically helped our organization. We have millions of records loaded in the tool, and when [we were previously] using "real-time" reports, it delayed the sales rep from getting their information at the click of a button. Since we have built most of our reports in the analytics tables, this provides the sales force with immediate information to make impactful decisions on key accounts to close the sale. –VP Sales Operations, $500mm Software Company

The reporting functionality has helped drive sales productivity because we are now able to identify areas where we are gaining or churning revenue. Our adoption rate is 100%, and audit reports we have built ensure that sales reps are utilizing key reports. We have also built the tool to be "user friendly" so the sales force understands the value, and how it assists in driving in results. We have pushed the envelop with Oracle's IT department to create the ultimate CRM tool. I believe we have accomplished that and our results speak for themselves. -VP Sales, $2bn Medical Supply Company


CTI


CTI Light

• Leverages the Cisco Call Manager

• All the usability of CCOD

• Product used within large multinational call centers

• Able to customize the application

• Agent can record notes while on the call

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Question and Answer

July 7 Demo Deck

Technology

Transcript of July 7 Demo Deck