Obi Apss Crm

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Oracle BI Applications:

Customer Relationship ManagementAnalytics Overview

Esmond Chia

Director, Product Management / Strategy


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The following is intended to outline our generalproduct direction. It is intended for information

purposes only, and may not be incorporated into anycontract. It is not a commitment to deliver anymaterial, code, or functionality, and should not be

relied upon in making purchasing decisions.The development, release, and timing of anyfeatures or functionality described for Oracles

products remains at the sole discretion of Oracle.


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Program Agenda

Oracle BI Overview

Current CRM Analytics Offerings

Current Differentiators

Complementary Products

Q&A


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Business Intelligence ToolsBest-of-Breed, Integrated, Extensible

Data Integration Query & Analysis OLAP

BalancedScorecard

Dashboards Reporting

MSFT OfficeIntegration

ActivityMonitoring

AnalyticWorkflow

Real Time &Predictive

OracleBI Server

OLTP & ODSSystems

Data WarehouseData Mart

SAP, OraclePeopleSoft, Siebel,

Custom Apps

FilesExcelXML

BusinessProcess

Simplified Business Model and Abstraction LayerShared Metadata Management and Caching ServicesMultidimensional Calculation and Integration EngineIntelligent Request Generation and Optimized Data Access Services


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Oracle BI Suite Enterprise EditionUnified Business Intelligence Infrastructure

Ad-hocAnalysis

ProactiveDetectionand Alerts

MS OfficePlug-in

Reporting &Publishing

InteractiveDashboards

DisconnectedAnalytics

OracleBI Server

OLTP & ODSSystems

Data WarehouseData Mart

SAP, OraclePeopleSoft, Siebel,

Custom Apps

FilesExcelXML

BusinessProcess

Multidimensional Calculation and Integration Engine

Intelligent Caching Services

Enterprise Business Model and Abstraction Layer

Intelligent Request Generation and Optimized Data Access Services

WebServices


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Hot PluggableOpen, Integrate with Existing Investments

Common Enterprise Information ModelCommon Enterprise Information Model

SecuritySecurity Data AccessData Access ETLETLOracle RDBMSOracle OLAP OptionMicrosoft SQL Server

& Analysis ServicesIBM DB2TeradataSAP BWXML, Excel, TextOthers ..

Oracle Warehouse

BuilderAscentialInformaticaOracle Data Integrator

(Sunopsis)Others ..

Oracle

KerberosiPlanetMSFT ADNovellCustomOthers ..

Any JSR 168Portal

Oracle BI,BOBJ, COGN, MSTR

Actuate, OracleApache FOS

Excel, Outlook,Lotus Notes

PortalsPortals Analytic ToolsAnalytic Tools ReportingReporting Desktop ToolsDesktop Tools

BI ServerBI Server


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Magic Quadrant for Business

Intelligence Platforms, 1Q07

* Magic Quadrant DisclaimerThe Magic Quadrant is copyrighted January 26, 2007 byGartner, Inc. and is reused with permission. The Magic

Quadrant is a graphical representation of a marketplace atand for a specific time period. It depicts Gartners analysisof how certain vendors measure against criteria for thatmarketplace, as defined by Gartner. Gartner does notendorse any vendor, product or service depicted in theMagic Quadrant, and does not advise technology users toselect only those vendors placed in the Leaders quadrant.The Magic Quadrant is intended solely as a research tool,and is not meant to be a specific guide to action. Gartner

disclaims all warranties, express or implied, with respect tothis research, including any warranties of merchantability orfitness for a particular purpose.This Magic Quadrant graphic was published by Gartner,Inc. as part of a larger research note and should beevaluated in the context of the entire report. The Gartnerreport is available upon request from Oracle.

Gartner Magic Quadrant for Business Intelligence Platforms, 1Q07, Kurt Schlegel, Bill Hostmann, Andreas Bitterer, 26 January 2007


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Media / Energy Aero / Industrial Insurance / Health Life Sciences Other

Communications Automotive Finance / Banking Consumer Goods High Tech

Business Intelligence CustomersSelect References


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Oracles Product Strategy

Integrated Business Intelligence Database

Business Intelligence & Data Mining Functions Integrated inDatabase

Integrated Business Intelligence Tools

Best-of-Breed, Next Generation Business IntelligenceTechnology Platform

Integrated Analytic Applications Enterprise Wide, Industry Specific Analytic and Corporate

Performance Management Applications

Exploits Any Information Technology Environment


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CRM Analytics Offerings


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BI Apps Deliver Insight Leading to IncreasedEffectiveness in every Business Function

Sales Analytics

Marketing Analytics

Service & Contact Center Analytics

Convert servicecalls into sales

through enhancedcross-selling

Improve pipelinevisibility and

forecast accuracy

Real-time visibilityinto campaign

execution, results,and ROI

Financial Analytics

HR / Workforce Analytics

Supply Chain Analytics

Optimize suppliersourcing, supplierperformance, andinventory levels

Real-time view of

financial conditionand drivers of cost

and profitability

Understand whatdrives employeeproductivity andorg. performance


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Analytic Workflows Sales Analytics

BusinessObjectives /

Issues

GainInsights

Take ActionDrill to Opportunity toinvestigate, escalate

and intervene

Are opportunities large

enough for me tointervene?

What are theopportunities getting

stuck?

Are deals getting stuckin certain sales stages?

Hows the sales pipeline?

Manage overall sales

performance

How can we convert

more leads toopportunities?

How can we add moredeals to the pipeline?

Which sales stage isnot up to target?

Are my sales managersperforming?

Business Function:Sales

Role:Sales Executive

Objectives:1. Manage Pipeline2. Help Sales Reps

Close Deals


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Analytic Workflows Sales Analytics

Business

Objectives /Issues

Gain

Insights

Take ActionDrill to Opportunity toinvestigate, escalate

and intervene

Are opportunities largeenough for me to

intervene?

What are theopportunities getting

stuck?

Are deals getting stuckin certain sales stages?

Hows the sales pipeline?

Manage overall salesperformance

Drillt

oDeta

il

Oracle BI Applications


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Key Competitive Weapon at Charles Schwab

Objective Deliver better, insight driven, client analysis to its

sales organization

Ability to view summarized sales activity by regionand activity

Provide financial consultants with 360 degree view

of customer base

Solution Siebel Sales Analytics for 1,700+ financial

consultants

Event- and market-based opportunity detection andlead distribution based on the clients risk profileand portfolio allocation

Results Integration with CRM System

Rep Workflow right time and place Easy access to timely information Helps plan a Reps day

Highly satisfied users Deluge of requests for additional functions

Envy Factor When do we get access to Siebel Sales Analytics?

Average of 5 - 9% of Sales

Alerts have resulted in newbusiness developmentopportunities

Savings of over 2,400 hours ofunproductive work per week


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Oracle BI ApplicationsSingle- and multi-source Analytic Apps Built on BI Suite EE

Oracle BI Suite EE

Ad-hocAnalysis

ProactiveDetectionand Alerts

MS OfficePlug-in

Reporting &Publishing

InteractiveDashboards

DisconnectedAnalytics

WebServices


SalesService &ContactCenter

MarketingOrder

Management& Fulfillment

SupplyChain

FinancialsHuman

Resources

PackagedETL Maps

UniversalAdapters

IVR, ACD, CTIHyperionMS Excel

Other Data Sources

BAW Schema


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Build from Scratch

with Traditional BI Tools Oracle BI Applications

Prebuilt Business Adapters forOracle, PeopleSoft, Siebel, SAP,others

Prebuilt DW design, adapts to yourEDW

Role-based dashboards andthousands of pre-defined metrics

Easy to use, easy to adapt

Weeks or Months

Back-endETL andMapping

DW Design

Define Metrics

& Dashboards

Back-endETL andMapping

DW Design

Define Metrics& Dashboards

Training / Roll-out

Training / Rollout

Months or Years

Oracle BI Applicationssolutions approach:

Faster time to value Lower TCO Assured business value

Source: Patricia Seybold Research, Gartner, Merrill Lynch, Oracle Analysis

Speeds Time To Value and Lowers TCO


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Deployed to 800 users in under 90 days

Service Analytics for sales-oriented contact center

Live in 120 days

Sales Analytics

4 months from decision to live for 1,200 usersPharma Analytics

Live in 100 days, 6,500 usersSales and Marketing Analytics

Having had experience of Siebel BusinessAnalytics, I can vouch that it can be

deployed as rapidly as they claim...It is a

product that really delivers.

Deployed to 3,000+ users in 3 monthsSales Analytics

What CRM Customers Are Achieving



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Objective

Improve quality of service delivered to institutionalclients

Eliminate manual analysis of contact centerperformance vs. targets (2-3 days/mo)

Solution Siebel Service Analytics to provide actionable

intelligence for 1,900 employees across contactcenter and management

Siebel Business Analytics to bring togetherinformation from switch, call center application,customer portfolio and 3rd satisfaction scores

Results

Pin point trends and take action to improve qualityof service for institutional clients

Measure service performance & take correctiveaction where needed

Improve workforce performance incontact center


Service Analytics at Putnam Investments


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Oracle BI ApplicationsMulti-Source Analytics with Single Architecture

Travel& Trans

Travel& TransAuto

Auto Comms& Media

Comms& Media

ComplexMfg

ComplexMfg

ConsumerSector

ConsumerSector Energy

Energy FinancialServices

FinancialServices

HighTech

HighTech

Insurance& Health

Insurance& Health

LifeSciences

LifeSciences

PublicSector

PublicSector

Other Operational& Analytic Sources

Oracle BI Suite Enterprise Edition

Prebuilt adapters:

SalesService &Contact

Center

MarketingOrder

Management

& Fulfillment

Supply

Chain

FinancialsHuman

Resources

PipelineAnalysis

TriangulatedForecasting

Sales TeamEffectiveness

Up-sell /Cross-sell

Cycle TimeAnalysis

LeadConversion

EmployeeProductivity

CompensationAnalysis

HR ComplianceReporting

WorkforceProfile

Turnover

TrendsReturn on

Human Capital

A/R & A/PAnalysis

GL / BalanceSheet Analysis

Customer& Product

Profitability

P&L Analysis

ExpenseManagement

Cash FlowAnalysis

SupplierPerformance

SpendAnalysis

ProcurementCycle Times

InventoryAvailability

EmployeeExpenses

BOM Analysis

OrderLinearity

Ordersvs. Available

Inventory

Cycle TimeAnalysis

BacklogAnalysis

Fulfillment

StatusCustomer

Receivables

CampaignScorecard

ResponseRates

ProductPropensity

Loyalty andAttrition

Market BasketAnalysis

Campaign ROI

ChurnPropensity

CustomerSatisfaction

ResolutionRates

Service RepEffectiveness

Service CostAnalysis

ServiceTrends


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Oracle BI ApplicationsMulti-Source Analytics with Single Architecture

Travel& Trans

Travel& TransAuto

Auto Comms& Media

Comms& Media

ComplexMfg

ComplexMfg

ConsumerSector

ConsumerSector Energy

Energy FinancialServices

FinancialServices

HighTech

HighTech

Insurance& Health

Insurance& Health

LifeSciences

LifeSciences

PublicSector

PublicSector

Other Operational& Analytic Sources

Oracle BI Suite Enterprise Edition

Prebuilt adapters:

SalesService &Contact

Center

MarketingOrder

Management

& Fulfillment

Supply

Chain

FinancialsHuman

Resources

PipelineAnalysis

TriangulatedForecasting

Sales TeamEffectiveness

Up-sell /Cross-sell

Cycle TimeAnalysis

LeadConversion

EmployeeProductivity

CompensationAnalysis

HR ComplianceReporting

WorkforceProfile

TurnoverTrends

Return onHuman Capital

A/R & A/PAnalysis

GL / BalanceSheet Analysis

Customer& ProductProfitability

P&L Analysis

ExpenseManagement

Cash FlowAnalysis

SupplierPerformance

SpendAnalysis

ProcurementCycle Times

InventoryAvailability

EmployeeExpenses

BOM Analysis

OrderLinearity

Ordersvs. Available

Inventory

Cycle TimeAnalysis

BacklogAnalysis

Fulfillment

StatusCustomer

Receivables

CampaignScorecard

ResponseRates

ProductPropensity

Loyalty andAttrition

Market BasketAnalysis

Campaign ROI

ChurnPropensity

CustomerSatisfaction

ResolutionRates

Service RepEffectiveness

Service CostAnalysis

ServiceTrends


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Sales AnalyticsComplete solution for entire sales cycle

Sales AnalyticsAnalyze pipeline opportunities and forecasts to determine actions required to meetsales targets. Determine which products and customer segments generate themost revenue and how to effectively cross-sell and up-sell. Understand which

competitors are faced most often and how to win against them.

Usage Accelerator Analytics OptionAdd-on to Sales Analytics empowers front line managers with the informationneeded to effectively manage their teams usage. Removes the ambiguity and

focuses users on the information they need to maintain.

add Oracle Order Management Analytics for complete Contact to Cash

Order Management AnalyticsFoundation application module that provides insight into critical OrderManagement business processes and key information, including Orders, Invoices,G/L Revenue, sales effectiveness and customer scorecards.



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Objective Complete, consistent sales forecasting

system for global sales force

Solution

Siebel Sales Analytics integrated with SiebelSales deployed to 3,000+ users in3.5 months

Personalized secure access provides theright information, to the right people, at theright time

Results

Sales organization can adjust to changingconditions with insight-driven action

Revenue forecasts track opportunity andbilling data against targets

Measure the impact of marketing campaignsagainst expected sales revenue anddirect sales

Marketing & Sales Force Transformation at MCI


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Service Analytics

Complete analysis of the business aspect of the services organization.Includes analysis of the call center and field service business to understand thetrue cost to serve in a complex service business

Service AnalyticsComplete solution for entire service lifecycle

add Oracle Contact Center Telephony Analytics for complete insight

Contact Center Telephony

Enables the measuring and managing of multi-channel contactcenter operations, key business processes and activities byproviding increased operational effectiveness through detailedstaffing, headcount and scheduling analysis

Also provides increased business value through completecampaign and sales performance insight by agent and across

customer, product, service and region.



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Taking Service to the Next Level at Honeywell

Objective

Transform sales and service data intoactionable intelligence

Provide single customer scorecard of sales,service, and satisfaction to drive

improvements in operational processesSolution

Insight in to customer-facing processes for1,000+ employees across entire organization

Support customer excellence initiative

Aerospace Total Account System (ATLAS) Voice of the Customer (VOC) Analytics drive

business operations

Results

Increased annual after-market spare partsrevenue by 100% with approx 20% ofincrease attributable to Siebel

Increased number of opportunities by 40%

Improved SR closure rate from 45% to 83%

Improved customer satisfaction by 30%

Siebel Business Analytics helped

us realize measurable businessbenefits in numerous areas,including improving our averagecustomer response time by 27%,leading to a 30% improvement in

customer satisfaction.

Darryl Carroll, Director of Sales andMarketing, Honeywell Aerospace


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Marketing AnalyticsComplete solution for entire marketing organization

Provides Marketing Planning related information. The information is organizedfor different roles like Marketing Executive, Director, Finance Director. Thedashboard also has a Sales Alignment page to allow Sales and MarketingExecutives to co-ordinate activities

Campaign Analytics - Provides Campaign Results data by Offer, Segment,Agent performance. Manager can monitor a campaign scorecard and identify rootcauses for shortfalls in meeting predicted goals

Customer Analytics - Provides product affinity, market basket andnext product purchased analysis. Provides demographic information andinformation on impact of customer behavior due to marketing activities.

Event Analytics - Provides Analytics related to management of trade shows,customer events etc. Marketing Events Analytics can show analysis of Eventregistrations, expenses on supplies by vendor, region, event etc., Event ROIanalysis that is fully integrated with Marketing Planning Analytics.

Marketing Planning Analytics

Marketing Analytics


I i C R i AXA Fi i l


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Objective

Improve customer profitability by analyzingindividual broker's business and drive cross-selling,up-selling and retention

Minimize customer attrition and maximize share ofwallet

Solution

Deployed Book of BusinessDashboard to analyzeagents business

Intelligence across multiple data sources to improvecustomer insight and segmentation

Additional solutions deployed include CampaignManagementand Orphan Managementdashboards

Results

Significant increase in cross-sell and up-sell rates

and retained assets Re-connection with high value orphaned accounts

and successful win-back programs

Greater marketing ROI, triggered by alertsmonitoring customer events

Using Siebel Business Analytics and

Siebel Marketing allows us to

determine which products should beoffered to a customer based on

sophisticated analysis of that

customers profile. As a result, each

customer gets less but more clearly

targeted offers.

Sharon Sibigtroth, Managing Director ofAXA Financial

Improving Customer Retention at AXA Financial

D I d t A l ti A li ti


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Deep Industry Analytic Applications

Public Sector Analytics

Case Management Analytics

Pharma Analytics Pharma Rx Sales Analytics

Pharma Call Activity Analytics

Pharma Sales Objective Analytics

Pharma MedEd Analytics

Pharma Sales Rep Analytics

Pharma Physician/ Account Profiling Analytics

Finance Analytics Finance Retail Analytics

Finance Institutional Analytics

Banking Customer Analytics

P blic Sector Case Management


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Case Management AnalyticsFoundational functionality to track the progress of social services and investigativecases; inventory applicants, suspects and cases by type and stage; and monitoremployee and office case loads

Case Investigations Analytics

Allows government agencies to track investigative leads as part of theoverall case management process

Benefits Management AnalyticsAllows government agencies to track the types of customers and clients beingserved, and the types and amounts of products and services being delivered tothem

Public Sector Case ManagementAnalytics

Pharma Anal tics


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Pharma Analytics

Rx Sales AnalyticsImprove Rx, market share and sales results, Improve targeting effectiveness,Maximize sales effectiveness

Call Activity Analytics

Improve targeting effectiveness, Reduce duplicate calls, Improvetime on territory effectiveness, Improve territory profitability

Sales Objectives Analytics

Manage POA process, Improve call activity compliance and take correctiveaction, Improve alignment of sales strategy and execution

MedEd Analytics

Manage Medical Education budget spend, Improve Rx lift for multiple events,Improve KOL & invitee targeting

Physician/Account Profiling Analytics

Improve marketing segmentation, Focus promotionalactivities on high value physicians, Improve penetration ofdoctor universe


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Current Differentiators

Unique Value of Analytics to CRM


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Unique Value of Analytics to CRM

Rock Solid Over 4 years of development and market success

THE leading Customer Analytics solution Hundreds of successful customers

Broadest support of Siebel CRM versions

High Business Value Prebuilt ETL Maps/Data Integration, Dashboards & Reports

Lowers TCO, Speeds Time To Value

Enhances value of CRM investments

Deeply integrated with CRM system

Integrated analytical insight into your CRM processes

Extends insight from front office to back office with insight

into entire business process

High Business Value


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Supporting User Change Deliver more end-user value Provide visibility to performance Method to reinforce desired behavior

Supporting Process Change Measure Alignment to

Process Identify Gaps

Track trends and progress

For the first time, sales people tell us, Now I see why I need to keepmy opportunities updated. - SVP CRM Fortune 50 Company

High Business ValueAnalytics Enhances CRM User Adoption

High Business Value


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Single user interface is essential todriving user adoption

Integrated Security & Data Visibility

Broad Data Model Interoperability withSiebel CRM versions

High Business ValueDeeply Integrated into CRM system

OLTP 8.0OLTP 8.0OLTP 6.3OLTP 6.3

OLTP 7.7OLTP 7.7OLTP 7.5OLTP 7.5 OLTP 7.8OLTP 7.8

AnalyticsAnalytics

Deeply Integrated into Siebel CRM


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Embedded in CRM transactional system, within adashboard view

Deeply Integrated into Siebel CRMAnalytics dashboards within screens



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Deeply Integrated into Siebel CRMAction links between Analytics reports and Siebel

screens

Direct navigation from record to transactional while

maintaining context

Java script in Siebel Analytics issues SWE commandto navigate to givenview and query for ROW_ID of

record in givenapplet



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Embedded in CRM transactional system

Analytics results within a transactional applet

Contextually filtered results to record that is in view

Deeply Integrated into Siebel CRMEmbedded Contextual Analytics with Siebel 8.0

Supported Siebel CRM Versions


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Supported Siebel CRM Versions

Allow customers to leverage latest CRM AnalyticApplications without upgrading the Siebel CRM

transactional applications Siebel 6.3

Siebel 7.5 Horizontal & SIA

Siebel 7.7 Horizontal & SIA Siebel 7.8 Horizontal & SIA


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ComplementaryProducts

CRM Analytic Applications -


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C a yt c pp cat o sComplementary Products

Oracle Intelligent Offer Generation and RetentionManagement Application (IOG) for Siebel Call Center

Real-time platform and applications that provide predictiveanalytics on a self-learning engine

Extends Siebel Call Center and Siebel Marketing

Based on the Oracle Real Time Decision technology Siebel Marketing Segmentation Bridge

Enables Analytical Marketing through Segment Definition,Segment Prioritization and De-duplication and List Generation

Segmentation application leverages Oracle BI EE Platform

Oracle Intelligent Offer Generation and Retention


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Management Application for Siebel Call Center

RTD Application for Siebel Financial Services and Communications1. Leverages customer inbound interactions to drive high offer response

rates

2. Recommends in real time in the context of each call the best offer topresent

3. Marketing decision logic self-adjusts based on close loop information

4. Marketing decision logic can be integrated across the enterprise

Siebel Marketing Segmentation Bridge


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Siebel Marketing Segmentation Bridge

Intuitive segmentation designer based on Siebel BusinessAnalytics technology

Superior ease of use and enhanced features that enable finetuning of segments to many attributes

Segments created are integrated into Siebel Marketing directly


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Contact Info


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Esmond [email protected]+1 (650) 506-0131 office+1 (650) 430-1430 mobile

For More Information
mailto:[email protected]:[email protected]


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http://search.oracle.com

CRM Business Analytics

or

http://www.oracle.com/applications/performance-management.html
http://search.oracle.com/http://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://search.oracle.com/


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The preceding is intended to outline our generalproduct direction. It is intended for information

purposes only, and may not be incorporated into anycontract. It is not a commitment to deliver anymaterial, code, or functionality, and should not be

relied upon in making purchasing decisions.The development, release, and timing of anyfeatures or functionality described for Oraclesproducts remains at the sole discretion of Oracle.
http://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.htmlhttp://www.oracle.com/applications/performance-management.html

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