Boost your sales and service productivity with Oracle CRM Analytics

Report
1
Copyright © 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.
2
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Boost your sales and service
productivity with Oracle CRM
Analytics
Paul Rodwick – VP, BI Product Management
July 2013
Agenda

Introduction to Oracle BI Applications
– What are BI Applications?
– Recent Releases
– BI Applications as a Stepping Stone to Fusion Applications
4
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Customer Success

Roadmap and Future Investments

Q&A
Key Corporate Objective
Maximizing Customer Value & Operational Efficiency
Suppliers
Front
Office / CRM
Back
Office / ERP
Customers
• Primary Role: Identify, acquire & support
customers
• Key Objective: Grow revenues and profit by
maximizing customer value
• Primary Functions: Sales, Marketing,
Service, Contact Center
5
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• 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
Critical CRM Front Office Interactions
online interactions
Sales & Partner
Contact Center
Customer
social
Marketing & Loyalty
6
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Service
Business Requirement:
Answers to Rapidly Emerging Questions
• How are actual sales tracking
against forecast and plan by
region?
Sales & Partner
Contact Center
• What are the best products to
cross and up-sell?
• Why are sales opportunities
being lost?
Marketing & Loyalty
7
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Service
Business Requirement:
Answers to Rapidly Emerging Questions
• Which campaign tactics are
most effective?
Sales & Partner
• Which offers are succeeding with
Contact Center
different customer segments?
• What is the product mix
compared to plan?
Marketing & Loyalty
8
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Service
Business Requirement:
Answers to Rapidly Emerging Questions
• What are average handle times
and abandonment rates?
Sales & Partner
• Which are the most productive
Contact Center
and efficient CSR’s and why?
• What are the best cross-sell and
up-sell offers for each segment?
Marketing & Loyalty
9
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Service
Business Requirement:
Answers to Rapidly Emerging Questions
• How do I reduce costs while
Sales & Partner
maintaining high customer
satisfaction?
• What are quality levels and
Contact Center
component failure rates by
product?
• How long is it taking to resolve
new service requests?
Marketing & Loyalty
10
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Service
Business Requirement:
Visibility Across Functional Areas
 Best align switch workflows to
increase customer sat
Sales & Partner
Contact Center
 Convert inbound service calls
to sales
•
•
•
•
Improve lead follow-up and
conversion
Understand campaign impact
on revenue
Improve customer product
and service offerings
Customer
•
•
Marketing &
Loyalty
11
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
•
•
Devise marketing programs
to deflect product availability
or quality issues
Understand how marketing
promotions impact service
centers
Monitor and manage service
channel usage / mix
Understand compliance of call
handling to SLA’s
Monitor customer satisfaction vs.
service cost
Service
Introducing: Oracle BI Applications
Prebuilt Solutions for EBS, PeopleSoft, Siebel, JD Edwards, Fusion &
more
 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
12
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Oracle BI Applications
Delivering CRM Business Insights
Sales Analytics
• Improve pipeline visibility
• Quickly spot opportunities / threats
• Reduce revenue leakage from
Opportunity to Quote to Order
• Discover high potential segments
• Maximize return on spend
• Identify customer data gaps
• Optimize customer reach
Price Analytics
*Customer DM Analytics
Marketing Analytics
Alignment Across Functions
Optimize customer relationships across all
business processes
Service Analytics
Contact Center Analytics
13
• Improve customer service
• Drive efficiency, lower costs
• Increase customer retention
and promotion effectiveness.
• Optimize staffing for call volumes
• Monitor CSR performance &
drivers
• Enhance partner channel
visibility and coordination
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Loyalty Analytics
Partner Analytics
Example of CRM Related Business Questions
Sales Analytics
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 ?
What are the top
opportunities this quarter
that need my attention?
How do the members of
my sales team compare
on sufficiency/quality of
pipeline ?
14
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
How well is my sales team
closing orders and
meeting their quota?
Is the weekly pipeline
buildup fast enough? How
do we compare with the
last quarter ?
Oracle BI Applications Product Family
Rapid Performance Insight
CRM ANALYTICS
SALES
•
•
•
•
•
•
SERVICE &
CONTACT CENTER
MARKETING
Pipeline Analysis
Forecast Accuracy
Up-sell/Cross-sell
Cycle Times
Lead Conversion
Sales Team
Effectiveness
• Campaign
Effectiveness
• Customer Insight
• Product Propensity
• Market Basket
Analysis
• Campaign ROI
PRICE
• Price Segments
• Price Waterfall
Analysis
• Deal Life Cycle
• Deal Desk Analysis
• Product Pricing
Performance
ERP ANALYTICS
•
•
•
•
Service Effectiveness
Customer Satisfaction
Resolution Rates
Service Rep
Efficiency
• Service Cost
• Service Trends
•
•
•
•
•
•
General Ledger
Accounts Receivable
Accounts Payable
Cash Flow
Profitability
Expense
Management
• Employee
Productivity
• Compensation
• Talent Management
• Recruiting Analysis
• Learning Analysis
• Workforce Profile
MANUFACTURING
LOYALTY
• Member
Demographics
• Membership Trends
• Promotion Cost
• Promotion
Effectiveness
• Points Analysis
HUMAN
RESOURCES
FINANCIALS
•
•
•
•
•
•
•
•
Plan to Produce
Work Orders
Inventory and WIP
Quality
Resource Usage
Bill of Material
Costing
Kanban
•
•
•
•
•
•
STUDENT
INFORMATION
ANALYTICS
PROJECTS
• Project Funding and
Budget
• Product Cost
• Project Revenue
• Project Billing
• Project Profitability
SUPPLY CHAIN &
ORDER MGMT
PROCUREMENT &
SPEND
Revenue & Backlog
Inventory Analysis
Fulfillment Status
Customer Status
Order Cycle Time
BOM Analysis
• Direct & Indirect
Spend
• Buyer Productivity
• Contract Compliance
• Supplier Perf.
• Purch. Cycle Time
• Employee Expense
• Admissions and
Recruiting
• Student Records
• Student Financials
ENTERPRISE
ASSET
MANAGEMENT
•
•
•
•
Maintenance History
Maintenance Costing
Asset Genealogy
Breakdown &
Preventive
• Quality
• Inventory
ORACLE BUSINESS INTELLIGENCE FOUNDATION
SOURCE ADAPTERS:
15
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AND OTHER OPERATIONAL
AND ANALYTIC SOURCES
Deeper than Dashboards
Oracle BI Applications
1
Pre-Built Analytic Warehouse
2
• Business Analytics Warehouse
• Over 100 star schemas
• Designed for analysis and reporting
3
Best Practice Metrics
• Over 9,000 metrics
• Additional pre-defined calculations
• Based on best practices
16
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Certified Application Integration
• Pre-mapped integration
• Fusion, EBS, PSFT, SEBL , JDE, SAP, IBM
• Role-based Security
4
Role-Based Dashboards
• Over 500 Dashboards and Pages
• Over 3,000 reports
• Across Lines of Business
Oracle Embedded Business Analytics
Intelligence Embedded In Business Processes
17
4
Take Action
3
Optimize
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
ORACLE
APPLICATIONS
BUSINESS
PROCESSES
1
What Happened
2
Why Did It Happen?
Oracle Embedded Business Analytics
Insight to Action With Contextual Integration
INSIGHT
Late
Payment
Trend
Headcount
Budget
Analysis
Forecast
Update
Product
Safety
Finance
HR
Sales
Service
Supply
Chain
Marketing
Approve
Discount
Escalate
Issue
Change
Request
Redirect
Funds
Hold
Credit
Approve
Hire
ACTION
18
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Supply
Shortfall
Poor
Campaign
Results
Speeds Time To Value and Lowers TCO
Build from Scratch
with Traditional BI Tools
Oracle BI
Applications
Training / Roll-out
Define Metrics
& Dashboards
 Faster deployment
 Lower TCO
 Assured business value
DW Design
Back-end
ETL and
Mapping
Quarters or Years
Source: Patricia Seybold Research, Merrill Lynch, Oracle Analysis
19
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Training / Rollout
Define Metrics
& Dashboards
Easy to use, easy to adapt
Role-based dashboards and thousands of predefined metrics
DW Design
Back-end
ETL and
Mapping
Weeks or Months
Prebuilt Business Adapters for Oracle EBS,
PeopleSoft, JD Edwards. Siebel, SAP, others
Total Economic Impact of Oracle BI Apps
Based on commissioned study conducted by Forrester Consulting
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*
*Composite Organization Three-Year Risk-Adjusted ROI
Source: The Total Economic Impact of Oracle BI Applications," commissioned study conducted by Forrester Consulting on behalf of Oracle, October 2012.
20
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
All BI Applications are BI Mobile Certified
21
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
What Does Exalytics Mean for BI Applications?
Speed of Thought Analysis
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
22
Copyright © 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
23
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Customer Success

Roadmap and Future Investments

Q&A
What’s New in BI Applications 11.1.1.7.1
Indirect Spend Planning






Student Information Analytics
New Content Enhancements
New Applications
Oracle
GoldenGate
New OBIEE 11.1.1.7
24
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Financials
HR
Projects
CRM
Procurement & Spend
Supply Chain & Order
Management
Oracle Data
Integrator
New Data Integration




Data Lineage
ETL Validation
GUI Based Configuration
Functional Setup Tool
New TCO Tools
BI Applications 11.1.1.7.1
Summary of Features
 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
25
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
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)
•
– Sourcing Analytics
– Enhancements to Change Orders and
Agreements
– Fixed Assets (EBS)
•
HR
– Time & Labor (EBS & PSFT)
•
•
– Costing
– Inventory Cycle Count
– Transfers (EBS & PSFT)
– Other Enhancements
PROJECTS
– Resource Management (EBS & PSFT)
– Forecasting Enhancements & Commitments (PSFT)
– GL Reconciliation (EBS & PSFT)
CRM
– Service Analytics Enhancements (EBS)
– Price Analytics (EBS)
26
SUPPLYCHAIN AND ORDER MANAGEMENT
– Global Payroll (PSFT)
•
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
STUDENT INFORMATION ANALYTICS
– Admissions, Recruiting, Records, partial
Financials (PSFT)
– Cross Charge (EBS & PSFT)
•
PROCUREMENT & SPEND
•
OPERATIONAL PLANNING
– Indirect Spend Planning
Visualizations & Interactions
Enabled by OBIEE 11.1.1.7 in BI Applications PS1
Performance Tiles
Waterfall & Stacked Bar
Freeze-Header Tables
Updated Styles
Precision Layouts
Improved Printing
Full Featured Excel Interaction
27
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Next Generation Data Integration
BI Applications 11.1.1.7.1 with Oracle Data Integrator and Golden Gate
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
28
Copyright © 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
29
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Customer Success

Roadmap and Future Investments

Q&A
Embedded, Actionable BI
Surmounts the Challenges of Traditional BI
THE OLD WAY
THE NEW WAY
Search
Transactions
Tools
Reports
Navigation
Disconnected. Open Ended
30
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Analytics
Integrated. Closed Loop.
Better Analytics in Fusion Applications
Better Decisions
Today’s Challenges
31
Future with Fusion
 Historical Data
 Backwards Looking
 Real-time, Predictive Data
 Improved Decision Making
 Reports and Analyses
 Delivered Standalone
 Contextually Relevant Insight
 Delivered in the Work Process
 Multiple BI Tools
 Unique Skills
 Single BI Foundation
 Common Skills
 Fragmented Views
 Used by Few
 Enterprise Perspective
 Used by Many
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Engineered as a Single System
BI Embedded Throughout
Oracle Fusion
Financial Management
Oracle Fusion
Human Capital Management
General Ledger
Accounts
Payable
Asset
Management
Global Human
Resources
Workforce
Lifecycle Manager
Benefits
Management
Payments &
Collections
Accounts
Receivable
Cash & Expense
Management
Compensation
Management
Talent Review
Performance
& Goal Mgmt
Global
Payroll
Network @ Work
Business
Intelligence
Common Modules
Business Intelligence
Oracle Fusion
Project Portfolio Management
Oracle Fusion
Supply Chain Management
Product Master
Distributed Order
Data Management
Orchestration
Inventory
Management
Oracle Fusion
Customer Relationship Mgmt
Oracle Fusion
Procurement
Project
Billing
Project
Performance
Reporting
Purchasing
Self-service
Procurement
Sourcing
Customer Master
Project Control
Project
Integration
Gateway
Project Contracts
Procurement
Contracts
Supplier Portal
Spend &
Performance
Analysis
Incentive
Compensation
32
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Business Intelligence
Shipping &
Receiving
Business Intelligence
Project Costing
Business Intelligence
Cost Management
Global Order
Promising
Sales
Marketing
Mobile & Outlook Territory & Quota
Integration
Mgmt
Business Intelligence
Fusion Reporting and Analytics
Consistent, Timely, Complete
Oracle
Transactional BI
(OTBI)
33
• Real time, self service reporting directly off Fusion Apps data
• Pre-packaged content covering major Fusion Applications
• Built on Oracle BI EE technology
Oracle BI
Applications
(OBIA)
• Unlimited historical analysis, including trending and cross-domain insight
• Pre-packaged data warehouse, ETL, metrics, and interactive dashboards
• Available for EBS, Peoplesoft, JD Edwards, Siebel & now extending to
Fusion
• Built on Oracle BI EE technology
Specialized
Analytics
• Financial statements, sales territory planning, project performance, and
more built on Essbase technology
• Whitespace analysis built on Real-Time Decisions and Oracle Data
Mining technologies
Copyright © 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
34
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Customer Success

Roadmap and Future Investments

Q&A
Key Trends and Product Momentum
Oracle 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
•
35
Fresh UI, Essbase integration, Mobile and now Exalytics
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
36
Communications
Public Sector
Finance / Banking
Consumer Goods
High Tech
Retail
Aero / Industrial
Insurance / Health
Life Sciences
Travel & Transport
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Rapid Deployments in Weeks
Against Oracle Applications Unlimited and Non-Oracle Sources
16 weeks
75 days
11 weeks
14 weeks
12 weeks
100 days
37
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Over 4,000 BI Applications Customers
Implementations Range from Single Source to Distributed MultiSource / Multi-Instance
Multi Sourced
- 3 EBS instances, SAP and legacy
- 6 JDE instances and 1 EBS
- 15 EBS instances
- Multiple Siebel instances
EBS
SIEBEL
- JDE and legacy
38
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Oracle BI
Applications
SAP
Legacy
PSFT
Multi Instance & Version
Oracle BI
- EBS and PeopleSoft
- 5 ERPs -EBS, SAP, Navision, Legacy
JDE
Applications
EBS
EBS
EBS
Americas
EMEA
APAC
Agenda

Introduction to Oracle BI Applications
– What are BI Applications?
– Recent Releases
– BI Applications as a Stepping Stone to Fusion Applications
39
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

Customer Success

Roadmap and Future Investments

Q&A
Oracle Applications Planning
BI Applications Current Releases and Roadmap
BI Apps 7.9.6.4
January 2013
•
•
•
•
•
For Applications Unlimited customers
ETL with Informatica
New Manufacturing Analytics
New Enterprise Asset Management Analytics
New SLA support for EBS R12 (patch)
BI Apps 7.9.7.2
September 2012
• For SAP customers
• ETL with ODI
• Financials, Procurement & Spend, Supply
Chain & Order Management Analytics
BI Apps 11.1.1.7.1
May 2013
• For Application Unlimited customers
• ETL with ODI
40
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
What’s Next
0-12 month planning cycle
• 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
Future Directions
Post 12 month planning cycle
• 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
• 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
• Continue user experience redesign
• Additional cost of ownership improvements
Future: Customer Big Data Analytic Application
Product Concept
Single 360o view of customers
across all channels
 Customer event model can be extended
with other organization specific, relevant
sources of customer information (social,
web activity, promotion responses,
loyalty)
Service Interactions
Data using Hadoop-based infrastructure
• Scalable customer
event model
• Identity resolution
& other enrichment
• Real-time query
services
 Foundation for more intelligent CRM
business processes in marketing, sales,
service, pricing & brand management
41
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
Social, Web Activity
Other Customer Data
Marketing Responses
 Hybrid between traditional DW and Big
Questions
42
Copyright © 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.
43
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
44
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.
45
Copyright © 2013, Oracle and/or its affiliates. All rights reserved.

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