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Crm siebel
1.
2.
Siebel CRM Strategy &
Roadmap George Jacob Sonia Wadhwa Darshan Kumar October, 2015 Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
3.
Safe Harbor Statement Copyright
© 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 3 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.
4.
Program Agenda Strategy Roadmap: Industry
Applications Roadmap: Automation Agility 1 2 3 Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 4
5.
Siebel CRM Infographic 21
years delivering the best-in-class CRM 19 Oracle Global Data Centers – Deploy OnPremise or Hosted Cloud 22 Languages in a single repository Successful Siebel CRM Customers 6000+ worldwide 6 Oracle Cloud CX Suite integrations available 21 Industry specific applications Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 5
6.
Siebel CRM customers
are working with the latest release (8.1.x/8.2.x) Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 6 89% SIEBEL CRM SUPPORT MATRIX SIEBELRELEASE PREMIERSUPPORT EXTENDEDSUPPORT SUSTAININGSUPPORT GO FORWARDSTRATEGY 6.x Jun‘05 Dec‘07 Indefinite Maintain 7.5.x Dec‘08 NA NA EOL 7.7.x Sep‘09 Sep‘12 Indefinite Maintain 7.8.x May‘10 May‘13 Indefinite Maintain 8.0.x Jan‘12 Jan‘15 Indefinite Maintain 8.1.x Nov‘19 Nov‘22 Indefinite IncrementalInnovation 8.2.x Nov‘19 Nov‘22 Indefinite IncrementalInnovation
7.
Sample Siebel CRM
Success Stories for CX Siebel & Oracle SocialCloud Siebel CRM (IP2014) Social Customer Service MultipleBrands MultipleRegions ServiceExcellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service Siebel & Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud Open UI CustomerPortal Siebel CRM (IP2013) Financial Services Open UI eEvents Portal Global Loyalty programme SiebelCRM Large (70m members) Loyaltyprogramme Oracle Cloud Hosted (AdmiralClub) Siebel Communications Largest Telco in Australia Open UI B2B Sales platform SophisticatedOrder Capture and Bundlingprocess OpenUI Siebel CRM (IP2014) Financial Services Large user base (30k) Public SectorPortal SiebelCRM (IP2013) Oracle Policy Automation Partner RelationshipManagement Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcare.gov Siebel Loyalty SiebelCRM Large (32m members) Loyaltyprogramme Oracle Cloud Hosted Siebel Financial Services SiebelCRM Incentive Compensation Siebel Automotive Dealer ManagementSystem Automated Service& Logistics 1600 Dealer locations Large user base (20k) Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 7
8.
Sample Large Siebel
Deployments 18,000 24,000 24,000 25,000 28,000 33,000 40,000 40,000 50,000 54,000 0 10,000 20,000 30,000 40,000 50,000 60,000 Users PublicSector Financial Services Automotive LifeSciences Telco High Tech Retail Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 8
9.
Copyright © 2015,
Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 9
10.
Cloud Enabled Managed Cloud
Hybrid Cloud Integrated Oracle CX Cloud solutionsto augment SiebelCRM Move your deployment to the cloudon the latest versions of Oraclesoftware Infrastructure Cloud Leverage cloud infrastructure platforms with your Siebel CRMapplication* *Roadmap Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 10
11.
@ Oracle (Private
Cloud) @ Partner(BPS) Siebel Customers Deploying in the Cloud Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 11
12.
Oracle CX Portfolio The
Automation Imperative WEBCONTACT CENTER SOCIAL MOBILE FIELD SALES FIELD SERVICE STORE IOT COMMONMODERN USER INTERFACE CUSTOMER MASTER DATA AS A SERVICE STANDARDIZEDAPI’s COLLABORATION ANALYTICS CXAPPLICATIONS INDUSTRY SOLUTIONS MARKETING SALES CPQ COMMERCE CX FOUNDATIONLAYER SERVICE SOCIAL MARKETPLACE PLATFORM AS A SERVICE SIEBEL CRM Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 12
13.
From Here to
Infinity: The Internet of Things Intelligent Devices Big and Fast Data Responsiveness High Frequency Analysis for instant evolution, decision making and automation of information flows Always available Local store and Local decision making True customer service differentiation enabled by easy access to applications, processes and services Data to Fuel the Services Value From Services Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 13
14.
Siebel Strategy Simplicity with
Sophistication Customer Experience Industry Innovation Business Agility Cloud Ready, IoT Services & Systems 2011-2016 2014-2018 2016-2022+ Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 14
15.
Siebel CRM Roadmap
– Endurance with Agility 2022+2015 2016 2019 Annual Innovation Packs (IPs), Monthly Patch Sets 2013 2014 CX Augmentation 2017 2018 ApplicationsUnlimited IP2015 Simplified UI (Alta) AgileDevelopment IP2017 Run-Time Metrics Unstructured Data Usability (Voice) IP2013 Agile Upgrades OpenUI IP2014 Mobility Open UI - RWD IP2018 Real-Time Analytics IP2016* Mobile 2.0 Application Usage Capture 20212020 * 0-12months Oracle Social Cloud Oracle SalesCloud Oracle Commerce OracleIntegration Cloud Service (ICS) Oracle Service Cloud Oracle Documents Cloud IP2019 Process Automation (Cross-Industry) Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 15 IP2020 Machine Learning (Cross-industry) IP2021 Industry-specific Automation IP2022+ Industry-specific Learning Advance the integration of core Oracle Cloud solutions; adoption of new Oracle Cloud disruptive technologies, simplified with Oracle (ICS)
16.
Oracle Applications: Current
Release and Roadmap Siebel CRM CustomerExperience • Oracle Cloud application theme for Siebel applications • Disconnected mode for Sales and Service mobile applications • New JQuery charting framework for Open UI IndustryInnovation • Life Sciences digital content delivery in disconnected mode • Enhanced HTIM Partner portal with improved customer experience and persona driven UI • Training Planning and Tracking solution for Clinical Trials IncreasedAgility • Developer preview of Siebel Composer, ability to configure and deploy the Siebel application with no downtime and partial ability to configure via a web browserinterface • Enhancements to the patching and annual innovation pack application process, providing simplicity and savingtime • Embedded EDQ and Data Governance Management Reporting for improved master data management IndustryInnovation • Support aggregate pricing & de-bundling scenarios for Mobile Wireless • Improved promotion upgrade / downgrade performance using In- Memorydatabase • Improved one-click ordering flows for Siebel Communications • Financial Services Application Capture using OPA Integration • Improved case management via Public Sector Self-Service / OPA • Messaging Plan personalization and Call Planning completeness • Self-Service scheduling for appointments • Enhancements to Clinical for improved productivity/quicker end user decisions IncreasedAgility • Siebel Open UI Desktop Integration - Attachment Editing, CTI Hoteling, Outlook Drag & Drop • Siebel Application Usage Capture to detect & analyze end-user behavior • Siebel Composer Developer Preview II - Parallel development using workspaces, visual editing of UI artifacts • REST Interface and integration with Oracle Integration Cloud Services CustomerExperience • UI enhancements to support complex ordering scenarios • Improved UX design and continued investment in Open UI framework delivers superior user experience for mobileapplications • Dynamic Bundling to simplify deals, Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard • Public Sector disconnected mobile application for Case Workers IndustryInnovation • Enhancements to Siebel Communications to increase productivity in the Contact Center • Consumer Goods disconnected mobile application for merchandising to improve sales effectiveness • Financial Services disconnected mobile application integrated with OPA disconnected IncreasedAgility • Improved security with Account – Contact authentication for Call Center and Partner applications • Ongoing improvements to Siebel Composer Mode, including full WYSIWYG editing of UI artifacts and full configuration capability in the web interface • Scalable SOAP Interface and integration with Oracle Integration Cloud Services •SiCeurbreentlRCeleRasMe– IP 2015 Q2CY15 What’s Next 0-12 month planningcycle CustomerExperience • Expose Siebel Calendar as a CalDAV server • Usability enhancements to Search & support for external Search Engines • Superior customer experience for Mobile, including support on Windows & Android • Enhanced modern customer experience for self-service customer and partner applications using Open UI Future Directions 0-24 month planning cycle Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 16
17.
Industry Applications Innovation Energy ConsumerGoods Comm’s Financial Services Chemicals Aerospace& Defense Automotive Eng.
& Const.High Tech IndustrialMfg. Insurance& Health Life Sciences Logistics Media &Ent. Retail& Hospitality Oil & Gas PublicSector Travel &Transp. Utilities Wealth Mgmt. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 17
18.
Communications Simplified Business Processes •
In-memory Upgrade Promotion – Simplified click stream and improved Response time Roadmap • Customer 360 Enhancements • Guided Navigation for Quotes and Orders • Partner Commerce • Parallel Configuration of service bundles in a promotion Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 18
19.
Financial Services • Home
view based on day’s top activities • 360° Customer View with needs analysis • Account Origination • Rule Based Application Capture • Guided walkthrough of application process Relationship Banker’s Mobile Application Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 19
20.
• Citizens • Improved
service delivery enabling citizens to apply for the benefits • Navigate complex rules • Responsive web design • Government Organizations • Absorb the complexity of constantly changing policy rules • Reduce burden on call centers • Ability to audit all decisions / advices made • Application submissions with reduced errors & missing information Public Sector Integration with OPA for rule based interviews Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 20
21.
Public Sector • View
and Create Visits and Activities (List & Map) • Collect Victim, Witness, and Offender Details • Collect Evidence – Images, Recordings, Assets • Search and Update Contacts • Document Cases for Court / Police Mobile Application for Case Worker Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 21
22.
Field Sales •Search and
access account & contact details •Create and update accounts & contacts •Add contacts and colleagues to accounts •View up-to-date customer profiles Customer Profile Updates •Qualify and convert leads to opportunities •Promote opportunities through sales stages •Selectproducts •Convert opportunities to quotes, quotes to orders •Trackorders Closing Deals •Create account and opportunity tasks •Assign and follow-up on tasks withcolleagues •Setup appointments with colleagues and contacts Tracking Tasks to Completion Disconnected Application for Sales Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 25
23.
Field Service • View
Appointments and Create Visits (List & Map) • Complete flow for servicing the customer request – from request Intake to customer acceptance and signatures • Integrated with Part Tracker • Option to attach images / recordings to the Service Request Improved Field Service Mobile Application Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 26
24.
• Enable users
to schedule appointments on their own • Ability to select suitable slot • Automated allotment of skilled technician • Slots displayed based on availability of technicians • Optimization of schedules for technicians using Siebel Scheduler • Reduce workload on call centers Customer Self-Service Self Service Appointment Scheduling Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 27
25.
Automation Agility Roadmap Copyright ©
2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 28
26.
Open UI browser
performance improvements IP2013 IP2014 IP2014.1 IP2015 IP2015.3 1.20% 1.90% 2.00% 58.10% 98.70% • 60% of all Siebel Views response times are below 0.5 seconds in 15.3 • 99% of all Siebel Views response times are below 1 second in 15.3 • The tests cover 950 Siebel views across all Siebel applications 99% of all Siebel Views under 1second < 0.5 sec < 1.0sec 95.50% 79.20% 69.00% 47.10% 27.20% IP2013 IP2014 IP2014.1 IP2015 IP2015.3 1056 924 871 628 509 • 2x better response time in IP2015 patch set 3 compared to IP2013 • 19% improvement in IP2015 patch set 3 compared to IP2015 • The Response Time (RT) gains higher with complexity Avg Response Time (ms) Avg Response Time (ms) Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 29
27.
• Analyze usage
patterns and intelligently improve customer experience • Leverages inbuilt Siebel modules - runtime events and workflows • Fully configurable to meet customer needs • APIs exposed to the scripting interface to track within customized functionality • Optional: Ability to import data into reporting tool/data for visual reporting Application Usage Pattern Capture end user patterns, analyze & adapt Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 30
28.
• HI applications
always render in Open UI • Partner & Customer applications redesigned for Open UI • Installation/configuration simplified to remove HI/SI steps • Installed footprint reduced by 40% Open UI all the way IP2016 renders all features using Open UI • Statement of Direction IP2016 Client Platform Support • Siebel Certifications Download • Oracle Support Document 1499842.1 (IP2014 Siebel Open UI Best Practices - Deployment Guide) Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 34
29.
• Search -
Plug and Play framework • Single field search • Search results in dockable pane • OSES and Find as OOTB adapters • Elastic adapter as sample script to showcase plug & play capability • Type ahead/Autosuggest based on indexed data Redesigned Search on Open UI Improved usability & productivity Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 40
30.
• Private &
Shared workspaces for configuration changes • Governance model for improved quality & better control • Centrally managed for improved reliability & security – No local database • Aligned with modern SDLC • Foundational building block for Siebel Composer Siebel Tools with Workspaces Centrally Managed Source, Versioned & Governed Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 41
31.
• Exposes Transactional
Data and Repository Metadata • Tomcat inside Siebel - Proxy OM to allow Tomcat management as a Siebel Component • Stateless REST sessions with (User) Connection Pooling RESTful Integration Interface AOM IntegrationCloud Service ReverseProxy AAOOMM Siebel WebEngine (LoadBalanced) SiebelComposer Other REST based Clients EEAAIIOOMM ((S(SOOAAPP)) SEOAAIPO)M Tomcat LoadBalancer (sticky sessions) PProroxxyyOOMM ProxyOM ffoforrTToommccaatt or Tomcat EEEAAIIOOMM AI OM ((S(SOOAAPP)) REST) Stateless Sessions/Connection Pooling Embedded, Siebel Managed, Standards based Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 42
32.
Siebel Composer • Runtime
configuration, preview & deployment • Drag and Drop UI Design • Multi user role development • Private and shared Workspaces for developer isolation & collaboration WYSIWYG UI Development Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 43 Visual Design Product
33.
Key Takeaways Copyright ©
2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 44 Oracle is Committed to Siebel and is delivering many New Product Innovations annually Siebel and CX Cloud solutions are Complementary Siebel innovation is focused on the Automation Imperative Significant enhancements in Industry Applications and Automation Agility
34.
Siebel CRM Online oracle.com/siebel youtube.com/OracleSiebelCX @oraclecrm blogs.oracle.com/siebelopenui Copyright
© 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 45
35.
Time Session# Description
Notes Siebel CRM Sessions MON 14.15-15.00 GEN7023 Siebel CRM Strategy and Roadmap - ContinuousInnovation and Customer Success Siebel CRM Strategy – GeneralSession 17.15-18.00 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great CustomerExperiences Siebel CRM Customer Leadership SuccessPanel: General Motors, American Airlines,Sberbank TUE 11.00-11.45 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM MobileStrategy 12.15-13.00 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility InnovationStrategy 14.00-15.00 Siebel CRM – Meet the Experts Demo grounds - CX Foundation 16.00-16.45 CON9637 Customer Innovation Showcase with Siebel Open UI Open UI innovations from Australia DSS,Rabobank 17.15-18.00 CON5022 Delivering exceptional CX with Siebel Open UI and Oracle Cloud solutions Open UI and Oracle Cloud (CIMA & BoxFusion) WED 12.15-13.00 CON9626 Siebel CRM for Communications – Now and into theFuture Communications:Mobilink 13.45-14.30 CON9639 Public Sector InnovationsDriving the Citizen Experience and PositiveSocial Outcomes Public Sector: City of Los Angeles (3Di), Dell Federal 15.00-15.45 CON8927 Fiat Brazil transforms customer care with Oracle CXSuite Automotive: Fiat, Tata Consulting,Volvo THU 10.45-11.00 CON9632 Modern Banking with Siebel FinancialServices Financial Services: Westpac , Infosys 12.00-12.45 CON9645 New era for Siebel Life Sciences enriched with Cloud and Mobile solutions Life Sciences: Johnson& Johnson, Laerdal 13.15-14.00 CON9642 Success stories with Siebel ConsumerGoods Consumer Goods: Masan (Hitachi Consulting),JTI 14.30-15.15 CON9640 Increased Agility enabled by the rapid adoptionof Siebel InnovationPacks Agility & Upgrade: Insperity, Barclays (Oracle Consulting) Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 46
36.
Copyright © 2015,
Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 47
37.
38.
Siebel CRM
CX strategy, solution information, feature videos etc – http://www.oracle.com/us/products/applications/siebel/overview/index.html Oracle Customer and Partner Success Stories (including Siebel CRM) – http://www.oracle.com/search/customers/browse?Ns=InDateMillis%7C1&Ntt=Siebel • For support and training: My Oracle Support - Support Issues (Doc ID 1466493.2) – https://support.oracle.com/epmos/faces/DocumentDisplay?id=1466493.2 Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 49 Siebel CRM Resources
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