Customer Relationship Management for SMB s March 2007

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1 Customer Relationship Management for SMB s March 2007

2 Applications Financials Manufacturing Procurement Supply Chain Mgmt. Human Capital Mgmt. CRM Business Intelligence Accelerators Partners Industry Best Practices Oracle Applications Experience Plans & Methodologies Test Scripts Training One Low Price Validated by Oracle

3 What are SMBs trying to achieve? SMB s want to become larger and more profitable companies - Increasing sales and market share in a competitive environment - Expanding into new products and geography markets - Making careful investment decisions to balance risk and return SMB s continue to seek more effective ways to run their operations that will lead to efficiencies as they grow - Provide improved customer service on a lower cost base - Meet ever increasing regulatory and compliance requirements

4 SMB Challenges Across Marketing, Sales and Service Lack of Business Intelligence and Actionable Insight Marketing Sales Service Stale or Lost Leads Inability to Track Campaigns and Measure Success No Coordination Across Functions Inaccurate Forecasts Poor Pipeline Visibility Inefficient Rep Productivity Dissatisfied Customers from Poor Service No Central Reusable Knowledgebase Contact Centers Complex and Costly to Build Silos of Customer Data Across Multiple Systems

5 Typical SMB Business Pains Sales and Marketing Investments in the Sales Asset are difficult to quantify for SMB - Loaded headcount costs of adding more sales capability to the SMB - Sales training and up-skilling costs, both cash payment and time investment. - What business impact is actually being achieved by Sales investments? - What medium term/corporate benefit flows back to the overall Sales function? Getting an accurate prediction of business results - Distilling the qualified leads that will drive the actual revenue is difficult. - The specific activities and events that will create the qualified leads is even harder to manage and predict. - Which activities by the sales force actually are actually driving business results? - How can I improve my competitive win rate? Selecting the most prudent investments for marketing and campaigns - Targeting the right customers or prospects to maximize returns - Finding a balance between quantity and quality of campaigns. - Closing the loop and learning from responses (and non-responses)

6 Typical SMB Business Pains Customer Service How much is too much when it comes to the customer experience? - Committing headcount vs self service channels continual consideration - How aligned is the overall organization to the customer mission or strategy? - What business results translate from our investments in customer service? Customer service processes were typically designed for when the SMB was much smaller - Often manual and fragmented service processes that have been tied together as the SMB has become more complex - Information required to solve the customer service issue typically exists in a multitude of data stores - Individuals often own a critical part of the process, posing an even greater risk

7 Best Practices for SMB s in Customer Management Think big, act small (as opposed to think small, act small) - Deliver initial benefits quickly and add capability over time as the users come on board ( rolling thunder vs big bang ) - Recognize that CRM is a journey, and decisions made now can impact future benefits Create a Single View of the Customer - Establish a single functional repository for operational customer data - Common language and processes for part of the company who touch the customer - Corporate memory for customer profile and preferences that builds on it s own insight over time Leverage Analytics to Drive the Business - Insight made easily available by out of the box analytics are the keys to improving business results - Leading and historical indicators should both be considered when making decisions Executive support is critical to any major CRM initiative - It can disappear quickly if the time to see benefit is longer term - Lower up front investments that yield business results will gain you further support Get the users bought in quickly - Simplicity and ease of use is paramount in roles such as Sales and Marketing - Create incentives and embed critical parts of the work process in the CRM system - Spend time seeking commonality and simplicity in their work processes

8 Siebel CRM On Demand Comprehensive CRM Solution Pre-built integration to Oracle EBS Industry leading Oracle technology World class hosting operations Single vendor commitment Acknowledged CRM leadership Industry-specific CRM Sales Marketing Service Built-in Contact Center Embedded Analytics with Built-in Data Warehouse Customization, Integration & Extensibility World-Class, Single-Vendor Hosting Infrastructure

9 Why Siebel CRM On Demand? Fast time-to-value Easy customization managed by business users High user adoption Low risk, predictable costs More frequent updates managed by Oracle Agility to change at the speed of business

10 Baseline 2-33 Week Implementation Plan Scope & Plan Design Build Business Readiness Test Train Implement Time 1 week 1 week 0.25 weeks 0.25 weeks 0.5 weeks Activities Agreed Scope of Functional Footprint Define & document base requirements for delta functionality Undertake requested configuration changes Conduct TNA, Test & Operations Planning Execute User Acceptance Testing Delivery End User Training Production Data Load Systems Verification Testing Deliverable Mini Project Plan Completed Configuration Workbook Configured application Mini Test Plan Training Plan & Materials Systems Acceptance Form Tailored Quick Reference Guides Implemented solution

11 Release 1 Sales Marketing Service Analytics Siebel CRM OnDemand History of Rapid Innovation Release 2 Attachments Advanced Import Q1 04 Q4 03 Calendar Year Release 3 Offline Outlook Sync Partners & Competitors Q1 04 Release 4 Outlook Integration Products & Assets Globalization Q2 04 Release 5 Web Services enablement Q3 04 Release 6 Industry Editions Sales Process Coach Desktop integration Q4 04 Release 7 Contact OnDemand Q1 05 Release 8 Advanced Calendar Group Sharing Segmentation Wizard Q2 05 Release 9 Branding Lotus Notes integration Q3 05 Release 10 Custom Tabs & Tables Multiple sales processes Intelligent scripting Data mgmt Q4 05 Release 11 campaigns Forecasting multi-currency rollups Q1 06 Siebel CRM On Demand Delivering value faster than other on demand solutions Release 12 Improved Analytics Enhanced Forecast Visibility Desktop integration enhancements Q3 06

12 Oracle Leadership in CRM both on-premise and On Demand

13 Embedded Sales Best Practices Improve Productivity and Effectiveness Automatic lead qualification Two-tier lead management Sales process coaching Automatic opportunity assessments Triangulated forecasting Easy to replicate the success of your best salespeople

14 Advanced Capabilities Yield Better Return on Marketing Investments Import Prospect List Analyze Campaigns Segment Customers Create Targeted Campaign Complete marketing solution that includes campaign execution and analysis Create targeted marketing campaigns Execute marketing campaigns from within Siebel CRM Analyze results to enable focus on highest impact campaigns Assign Leads for Follow-up Execute Campaign

15 Embedded Service Best Practices Increase Customer Satisfaction and Loyalty Personalized service through a 360 view of the customer First call resolution with a centralized knowledgebase Lower training costs and enforce consistent service with call scripting Real-time service optimization with analytics Customer satisfaction surveys Easy to use service solution increases customer satisfaction and loyalty

16 Pre-integrated Business Intelligence Enables Informed Decision-Making Benefits: - Catch key trends while there is still time to respond - Make decisions based on full context and real insight - Drive more informed decisions at all levels - Convert insight into action via interactive dashboards - Deepen business insight with custom reports

17 Extend Pre-built Functionality Through Customization Easy to configure by business users - Rapid time to value - Ability to quickly adapt to changing business conditions Extend out-of-the-box functionality to meet unique business requirements - Custom objects augment CRM On Demand with companyspecific data - Custom webtabs streamline access to 3 rd party data Easy to configure and extend functionality

18 Ease of Use, Tutorials, Help, and Training Drive User Adoption Maximize User Adoption - Easy to use, Yahoo-like interface - Free extensive built-in tutorials and context-sensitive help Ensure Continued Success - Free online Support Available 24x7 - Free unlimited 12x5 phone support - Free role-based web training - Additional on-site training available - Gold Customer Care available

19 Pre-built Industry-Specific Editions The first and only pre-built solutions that deliver industryspecific capabilities at the UI, data model, and process levels Financial Services Referral/lead management Household/contact management Financial profiling and portfolio tracking Customer analysis Life Sciences Medical education/events management Complex relationship management Medical field sales planning and forecasting High Tech Asset management Marketing fund management Account, contact, & opportunity mgmt Quota management Automotive Dealer profiling Vehicle & dealer service management Retail and Fleet opportunity management

20 Pre-built Integration with Oracle E-Business E Suite Combines the ease of use and rapid deployment of Siebel CRM On Demand with the power of Oracle E-Business Suite Siebel CRM On Demand Oracle E-Business Suite On Demand Instant Value Integration Synchronize customer information between Front and Back Office systems

21 Companies of All Sizes Use Siebel CRM On Demand

22 CRM On Demand Delivers Business Results We improved our win ratio by 36% in first 7 months. Using Siebel CRM On Demand, InFact has reduced the time it takes to close a sales opportunity by 15%. 3X increase in lead conversion. 80% reduction in claims handling

23 Customer Case Studies <Insert Picture Here>

24 <Insert Picture Here> Vish Yadamore Managing Director, InFact Group Once our sales and profitability increase as anticipated, Oracle s Siebel CRM On Demand will pay for itself 20 times over.

25 InFact Group Controlling the Business COMPANY OVERVIEW InFact Group is a global technology consulting organization with a world-class portfolio of customers in Europe, the United States, and the Indian subcontinent. The company provides end-to-end project services, and it delivers many outsourcing solutions based upon its dedicated development platform in India. CHALLENGES/OPPORTUNITY Multiple sales methodologies Unqualified or badly qualified deals Pipeline unreliable Manual forecasting No real visibility into past performance SOLUTIONS Siebel CRM OnDemand CUSTOMER PERSPECTIVE One of our sales professionals in India entered some information about a contact there with whom I previously met in France. I had immediate visibility into this individual s account and contact details. This prospect expressed an interest in an e-business solution--so I called him and we made a deal. This is the sort of thing happening almost every day now that we have the Siebel applications. Richard Napier, Director, Business Development RESULTS Reduced the time it takes to close a sales opportunity by 20% Forecast accuracy increased 50% Automated forecasting saves estimated $33,000 each quarter in reduced overhead

26 RPM Solutions Pty Ltd. Growing the Business COMPANY OVERVIEW Headquartered in Melbourne, Australia, RPM Solutions Pty Ltd is a privately held innovator in IT performance testing, monitoring and management for large multinational organizations. CHALLENGES/OPPORTUNITY The hosted model with a monthly subscription fee offered a more structured payment method and safeguarded us from major additional costs that might be incurred in the future. Siebel CRM OnDemand allows the use of custom fields and reports that enable RPM Solutions to manage both the sales and service delivery pipeline, optimizing utilization of resources by minimizing consultant downtime. RPM has a loyal client base with a strong history of repeat business. Siebel CRM On Demand has allowed RPM Solutions to take the personalized service clients receive to the next level. CUSTOMER PERSPECTIVE We found migrating to Siebel CRM On Demand was a straightforward process. The solution was quick to deploy, and the easy-to-use functionality meant there was virtually no down time during the transition process. We achieved benefits almost immediately. RESULTS In the first two months, Siebel CRM OnDemand allowed us to target the highest value opportunities and better manage our pipeline, yielding a revenue increase of 100%. SOLUTIONS Siebel CRM OnDemand Sources: Annual Report 2004

27 Leo Paper Group Removing Obstacles COMPANY OVERVIEW Headquartered in Hong Kong with offices in the USA, UK and Europe as well as manufacturing plants in China, Leo Paper Group is an Original Equipment Manufacturer that specializes in the production of paper products and provision of one-stop-shop printing services from prepress through to delivery It serves many world s multinational corporations, smalland medium-sized firms, and publishing and giftwrapping companies CHALLENGES/OPPORTUNITY Consolidate customer information currently fragmented across different systems and databases Introduce a robust CRM platform that supports Leo Paper s growth and vision to be the global leader in the printing communications industry Leverage best practices in the CRM solution to enable the company s pursuit of management excellence CUSTOMER PERSPECTIVE Based on proven capabilities, breadth and depth of functionalities, and strong customer references, we selected Oracle s Siebel CRM solution. It is also best positioned to help Leo Paper transform into an enterprise organization that is dedicated to management excellence. - Simon Leung, Global Information Strategy & Solution [GISS] Director SOLUTIONS Implementing Siebel CRM Professional Edition

28 Siebel OnDemand Product Demonstration