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Siebel crm strategy and roadmap ()

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Siebel crm strategy and roadmap

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Siebel crm strategy and roadmap ()

  1. 1. Siebel CRM Strategy & Roadmap George Jacob Sonia Wadhwa Darshan Kumar October, 2015 Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
  2. 2. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Safe Harbor Statement 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. Oracle Confidential – Restricted 3
  3. 3. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Program Agenda Strategy Roadmap: Industry Applications Roadmap: Automation Agility 1 2 3 Oracle Confidential – Restricted 4
  4. 4. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 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
  5. 5. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 6 Siebel CRM customers are working with the latest release (8.1.x/8.2.x) 89% SIEBEL CRM SUPPORT MATRIX SIEBEL RELEASE PREMIER SUPPORT EXTENDED SUPPORT SUSTAINING SUPPORT GO FORWARD STRATEGY 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 Incremental Innovation 8.2.x Nov ‘19 Nov ‘22 Indefinite Incremental Innovation
  6. 6. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 7 Sample Siebel CRM Success Stories for CX Oracle Confidential – Restricted Siebel & Oracle Social Cloud Siebel CRM (IP2014) Social Customer Service Multiple Brands Multiple Regions Service Excellence Siebel CRM (IP2013) Service Cloud Knowledge Management Self Service Siebel & Cloud Siebel CRM (IP2014) Sales Cloud Marketing Cloud Open UI Customer Portal Siebel CRM (IP2013) Financial Services Open UI eEvents Portal Global Loyalty programme Siebel CRM Large (70m members) Loyalty programme Oracle Cloud Hosted (Admiral Club) Siebel Communications Largest Telco in Australia Open UI B2B Sales platform Sophisticated Order Capture and Bundling process Open UI Siebel CRM (IP2014) Financial Services Large user base (30k) Public Sector Portal Siebel CRM (IP2013) Oracle Policy Automation Partner Relationship Management Obamacare Siebel CRM (IP2014) Large user base (18k) Healthcare.gov Siebel Loyalty Siebel CRM Large (32m members) Loyalty programme Oracle Cloud Hosted Siebel Financial Services Siebel CRM Incentive Compensation Siebel Automotive Dealer Management System Automated Service & Logistics 1600 Dealer locations Large user base (20k)
  7. 7. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 8 Sample Large Siebel Deployments Oracle Confidential – Restricted 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 Financial Services Public Sector Automotive Life Sciences Telco High Tech Retail
  8. 8. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 9
  9. 9. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Cloud Enabled Oracle Confidential – Restricted 10 Managed Cloud Hybrid Cloud Integrated Oracle CX Cloud solutions to augment Siebel CRM Move your deployment to the cloud on the latest versions of Oracle software Infrastructure Cloud Leverage cloud infrastructure platforms with your Siebel CRM application* * Roadmap
  10. 10. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | @ Oracle (Private Cloud) @ Partner (BPS) Siebel Customers Deploying in the Cloud Oracle Confidential – Restricted 11
  11. 11. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle CX Portfolio 12 The Automation Imperative WEBCONTACT CENTER SOCIAL MOBILE FIELD SALES FIELD SERVICE STORE IOT COMMON MODERN USER INTERFACE CUSTOMER MASTER DATA AS A SERVICE STANDARDIZED API’s COLLABORATION ANALYTICS CX FOUNDATION LAYER CX APPLICATIONS INDUSTRY SOLUTIONS MARKETING SALES CPQ COMMERCE SERVICE SOCIAL MARKETPLACE PLATFORM AS A SERVICE Oracle Confidential – Restricted SIEBEL CRM
  12. 12. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 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 Oracle Confidential – Restricted 13
  13. 13. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 14 Siebel Strategy Simplicity with Sophistication Customer Experience Industry Innovation Business Agility Cloud Ready, IoT Services & Systems 2011-2016 2014-2018 2016-2022+ Oracle Confidential – Restricted
  14. 14. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Applications Unlimited Siebel CRM Roadmap – Endurance with Agility 15 2022+2015 2016 2019 Annual Innovation Packs (IPs), Monthly Patch Sets 2013 2014 2017 2018 CX Augmentation IP2013 IP2014 IP2015 IP2016* IP2017 IP2018 IP2019 IP2022+ Simplified UI (Alta) Agile Development Run-Time Metrics Unstructured Data Usability (Voice) Agile Upgrades Open UI Mobility Open UI - RWD Real-Time Analytics Mobile 2.0 Application Usage Capture 20212020 IP2020 IP2021 * 0-12 months Oracle Social Cloud Oracle Sales Cloud Oracle Commerce Oracle Integration Cloud Service (ICS) Oracle Service Cloud Oracle Documents Cloud Process Automation (Cross-Industry) Machine Learning (Cross-industry) Industry-specific Automation Industry-specific Learning Advance the integration of core Oracle Cloud solutions; adoption of new Oracle Cloud disruptive technologies, simplified with Oracle (ICS) Oracle Confidential – Restricted
  15. 15. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 16 Oracle Applications: Current Release and Roadmap Siebel CRM • Siebel CRM Customer Experience • Oracle Cloud application theme for Siebel applications • Disconnected mode for Sales and Service mobile applications • New JQuery charting framework for Open UI Industry Innovation • 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 Increased Agility • Developer preview of Siebel Composer, ability to configure and deploy the Siebel application with no downtime and partial ability to configure via a web browser interface • Enhancements to the patching and annual innovation pack application process, providing simplicity and saving time • Embedded EDQ and Data Governance Management Reporting for improved master data management Customer Experience • 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 Industry Innovation • Support aggregate pricing & de-bundling scenarios for Mobile Wireless • Improved promotion upgrade / downgrade performance using In- Memory database • 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 Increased Agility • 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 Customer Experience • UI enhancements to support complex ordering scenarios • Improved UX design and continued investment in Open UI framework delivers superior user experience for mobile applications • Dynamic Bundling to simplify deals, Parallel Configuration of Customizable Products and enhanced Customer 360 Dashboard • Public Sector disconnected mobile application for Case Workers Industry Innovation • 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 Increased Agility • 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 Current Release – IP 2015 Q2 CY15 What’s Next 0-12 month planning cycle Future Directions 0-24 month planning cycle
  16. 16. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Industry Applications Innovation 17 Energy Consumer Goods Comm’s Financial Services Chemicals Aerospace & Defense Automotive Eng. & Const.High Tech Industrial Mfg. Insurance & Health Life Sciences Logistics Media & Ent. Retail & Hospitality Oil & Gas Public Sector Travel & Transp. Utilities Wealth Mgmt. Oracle Confidential – Restricted
  17. 17. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 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 Oracle Confidential – Restricted
  18. 18. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 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
  19. 19. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | • 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 20 Public Sector Oracle Confidential – Restricted Integration with OPA for rule based interviews
  20. 20. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 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 Oracle Confidential – Restricted Mobile Application for Case Worker
  21. 21. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Field Sales 25Oracle Confidential – Restricted •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 •Select products •Convert opportunities to quotes, quotes to orders •Track orders Closing Deals •Create account and opportunity tasks •Assign and follow-up on tasks with colleagues •Setup appointments with colleagues and contacts Tracking Tasks to Completion Disconnected Application for Sales
  22. 22. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 26 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
  23. 23. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | • 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 27 Customer Self-Service Oracle Confidential – Restricted Self Service Appointment Scheduling
  24. 24. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Automation Agility Roadmap 28Oracle Confidential – Restricted
  25. 25. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | • 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 • 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 29 Open UI browser performance improvements Oracle Confidential – Restricted IP 2013 IP 2014 IP 2014.1 IP 2015 IP 2015.3 1.20% 1.90% 2.00% 27.20% 58.10% 47.10% 69.00% 79.20% 95.50% 98.70% 99% of all Siebel Views under 1 second < 0.5 sec < 1.0 sec IP 2013 IP 2014 IP 2014.1 IP 2015 IP 2015.3 1056 924 871 628 509 Avg Response Time (ms) Avg Response Time (ms)
  26. 26. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | • 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 30 Application Usage Pattern Capture end user patterns, analyze & adapt Oracle Confidential – Restricted
  27. 27. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | • 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% 34 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) Oracle Confidential – Restricted
  28. 28. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | • 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 Oracle Confidential – Restricted 40 Redesigned Search on Open UI Improved usability & productivity
  29. 29. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | • 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 41 Siebel Tools with Workspaces Centrally Managed Source, Versioned & Governed Oracle Confidential – Restricted
  30. 30. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | • 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 Oracle Confidential – Restricted RESTful Integration Interface EAI OM (SOAP) AOMAOM EAI OM (SOAP) Integration Cloud Service Reverse Proxy AOM Siebel Web Engine (Load Balanced) Siebel Composer Other REST based Clients EAI OM (SOAP) Tomcat Load Balancer (sticky sessions) Proxy OM for Tomcat Proxy OM for Tomcat Proxy OM for Tomcat EAI OM (SOAP) EAI OM (SOAP) EAI OM (REST) Stateless Sessions/Connection Pooling Embedded, Siebel Managed, Standards based 42
  31. 31. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 43 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 Visual Design Product
  32. 32. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Key Takeaways  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 44Oracle Confidential – Restricted
  33. 33. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Siebel CRM Online Oracle Confidential – Restricted 45 youtube.com/OracleSiebelCX oracle.com/siebel @oraclecrm blogs.oracle.com/siebelopenui
  34. 34. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Time Session # Description Notes 14.15-15.00 GEN7023 Siebel CRM Strategy and Roadmap - Continuous Innovation and Customer Success Siebel CRM Strategy – General Session 17.15-18.00 CON7024 Using Siebel CRM and Oracle Cloud to Deliver Great Customer Experiences Siebel CRM Customer Leadership Success Panel: General Motors, American Airlines, Sberbank 11.00-11.45 CON7027 Discover the latest industry solutions with Siebel Mobile Siebel CRM Mobile Strategy 12.15-13.00 CON7026 Unleashing the power of Siebel Open UI for Business Agility Siebel CRM Business Agility Innovation Strategy 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) 12.15-13.00 CON9626 Siebel CRM for Communications – Now and into the Future Communications: Mobilink 13.45-14.30 CON9639 Public Sector Innovations Driving the Citizen Experience and Positive Social Outcomes Public Sector: City of Los Angeles (3Di), Dell Federal 15.00-15.45 CON8927 Fiat Brazil transforms customer care with Oracle CX Suite Automotive: Fiat, Tata Consulting, Volvo 10.45-11.00 CON9632 Modern Banking with Siebel Financial Services 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 Consumer Goods Consumer Goods: Masan (Hitachi Consulting), JTI 14.30-15.15 CON9640 Increased Agility enabled by the rapid adoption of Siebel Innovation Packs Agility & Upgrade: Insperity, Barclays (Oracle Consulting) 46 Siebel CRM Sessions Oracle Confidential – Restricted MONTUEWEDTHU
  35. 35. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 47Oracle Confidential – Restricted
  36. 36. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |  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 49 Siebel CRM Resources Oracle Confidential – Restricted

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