Performance commerciale et optimisation où que vous soyez grâce à Oracle Sales Cloud

(1)

Performance commerciale et

optimisation où que vous

soyez grâce à Oracle Sales

Cloud

(2)

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.

(3)

(4)

Fabrice Del Aguila

Directeur des Systèmes d’Information

Laurent Pacalin

Group Vice President, Sales Cloud

Pierre-Alexandre Sammarcelli

Consultant Avant-Vente

Martial Fenioux

(5)

Fabrice Del Aguila

Laurent Pacalin

Martial Fenioux

(6)

CloudWorld Paris| 28/01/14

Technology revolution leverages the complexity of

the customer journey. In parallel, brands become

actual media. For B2B or B2B2C, the customer

experience is richer, sharper and more innovative.

In 2015, 50% of companies

sales will be achieved on digital

channels, internet web sites,

social medias or mobile

applications

(7)

Being more agile

Enhance productivity

Ban silos and distances that reduces collaboration,

or dynamic interaction between entities, raises

effort to gather information,

Generate more Revenue

Retain and engage customers,

Enrich sales process with decision making

indicators, enhance collaboration with experts,

optimize offering, have a richer customer insight

(8)

Digital Building blocks / SMAC foundations

Transforming user behavior while creating new business opportunities

Customer

Experience

e

Operational

Process

Business

Model

Delivering personalised and

differentiated customer

experience vie multiple

channels

Improving organisational

effectiveness, agility and

robustness

Disintermediation, new

ecosystems, new sourcing

models

Technology

Drivers

Cloud

Combining & off-premise IT resources, moving to on-demand consumption

Mobile

Transacting and interacting with everybody, anywhere, on any device

Social

Enhancing customer, employee and supplier collaboration and interactions

Big Data /

Analytics

(9)

The Sales Customer eXperience as a Framework

Internet

MDM

/

A

na

ly

tic

s

/

Coll

a

bora

tiv

e

Back-office / DMS integration (invoicing, accounting, logistic, …) & SOA architecture



Lead & Opportunity mgt



Configuration pricing quotation



Real time decisionning



Collaborative selling



Order mgt



Product catalog



Partner Relationship mgt

Portal

360° View 360

(including social view)

Contact management

Service portal

Service catalog

Service follow-up

Phone/CTI E-mail

E-mail SMS SMS Forum Forum Portal Chat Chat VisioChat VisioChat Social Networks

Cross-channel management

POS Mobile Apps

Self care

e-Commerce

Ecommerce portal

Partner Portal

Communities



Mobile SFA



Customer Profitability



Pricing management



Speech analytics



Digital sales asset management

(10)

Connected objects: predicitive sale analytics?



Internet brings new features and

new customer experience into

the car



E.g. Infotainment, emergency

services, vehicle & contract

management, car2car

communication

Connected car features



Enriched customer insights

enable new business models

beyond “selling cars”



E.g. location based services,

cooperation with advertisers

New business models



Connected cars open a new

dimension on gathering and

analysing customer and vehicle

data



E.g. driving behavior, locations,

vehicle diagnostics, vehicle

usage

Big data / customer insights



Other industries have started to

find their position on the

Connected Car value chain



E.g. automotive suppliers,

insurers, content providers,

mobile network operators

New players & partners

http://tech.co/connected-

car-home-two-biggest-trends-ces-2014-2014-01

http://www.jeffkramer.com

/2012/01/31/the-

quantified-car-progressive-snapshot/

http://www.allstate.com/dri

ve-wise.aspx

(11)

Fabrice Del Aguila

Laurent Pacalin

Martial Fenioux

(12)

Excellence in Client Care

PRODUCTIVITY

SITE

PERFORMANCE

TEAM

SPIRIT

1. Connaitre et Respecter nos Clients

2.

Donner une image d’excellence

3. Construire une relation durable avec nos clients

4. Avoir une relation claire

5. Apporter des solutions

6. Respecter ses engagements

7. Conserver une attitude positive et contrôlée en toute

circonstance

(13)

Fabrice Del Aguila

Martial Fenioux

Responsable Offre Expérience Client

Laurent Pacalin

(14)

“Less than 5%

of organizations invested in CRM

are currently optimizing their investment.”

“46% CSOs

surveyed say that their CRM

adoption rate continues to be low.“

Sales Benchmark Index =

Three Steps to Optimize Your CRM Investment

Gartner: Predicts 2014: CRM Sales

(15)

Continued Challenges

37%

time spent actually engaging customers

47%

forecast accuracy

82%

challenged by volume of information

15

sources are researched to prepare for a call

CSO Insights 2013: Optimizing Sales Engagements

Gartner : Predicts 2014: CRM Sales

(16)

There is a Another Way

•

Make reps more productive

anywhere on any device

•

Ensure reps are in the right place

selling the right products

•

Provide customer insight across

internal and digital information

Mobile, Social

Data Growth

(17)

26

%

Sales

Productivity

w/ Mobile &

Social

70

%

Revenue Increase

with Marketing &

Sales Alignment

Increase in deal

size with sales

coaching

32

%

(18)

Oracle CX

Sales, Service, Marketing and Commerce across all Channels

Mobile

Social

Media

In Store

Self Service &

Support

Service

Execution

Direct Sales

Channel Sales

Web

Oracle

Marketing

Oracle

Commerce

Oracle

Sales

Oracle

Service

(19)

Leads and Opportunities

Mobile and Social

Customer Master

Partner Relationship

Management

Forecasting and Analytics

Sales Prediction

Quota and Compensation

Management

Territory Management

(20)

Oracle Sales Cloud Customer Momentum

Total Customers

300+

Live

100+

# of Industries

18

# of Data Center Locations

7

# of Countries

69

(21)

Oracle Sales Cloud Customers

Customers by Industry

Customers by Geography

North America

44%

EMEA

28%

APAC

19%

Latin America

8%

Japan

1%

ProfServ

38%

HTIM

28%

FINANCIAL

SERVICES

10%

ENG + CONSTRUC

5%

CPG + RETAIL

5%

COMM + MEDIA +

ENTERTAIN

4%

LS + HEALTHCARE

3%

TRAVEL+TRANS

2%

AUTOMOTIVE

2%

EDUCATION

1%

Other

2%

(22)

Sako Oy did not have a

CRM system in place. The

company was spending a

great deal of time on

administration of its

accounts. It needed a

user-friendly solution to support

its sales team with pipeline

generation, forecasting,

360° view, better reporting,

and mobility.

Oracle CX Cloud:

•

Oracle Sales Cloud

•

Oracle Marketing Cloud



Improved account

management through

structured forecasting



Gained a 360° view of

customers



Supported its field sales

force with mobile

information



Saved time in building

pipeline analytics

Challenge

Solution

Result

Midsize manufacturer of some of the world’s finest hunting and sporting rifles.

Based in Finland since 1921, Sako Oy’s firearms are known for legendary

accuracy and top quality.

(23)



Improved end user

adoption and productivity



Centralized core

business functions with

CRM, including lead

management and

related reporting



Improved quantity and

quality of customer data

captured

Elavon wanted to beef up its

sales automation

technology. The sales force

lacked visibility into

accounts and needed better

tools and processes to

renew and attract financial

services institution clients.

Oracle CX Cloud:

•

Oracle Sales Cloud

Challenge

Solution

Result

Global provider of secure and reliable payment processing solutions to more than

1.2 million merchants and financial institutions worldwide. The company is the #1

airline processor, #2 hospitality processor and has more than 1,500 bank clients.

(24)

Applico’s business model

was expanding to include

managed and consultative

services. It needed a more

robust sales platform to

support and enable its

growing sales team and a

marketing platform to

handle its campaign needs.

Oracle CX Cloud:

•

Oracle Sales Cloud

•

Oracle Marketing Cloud



Improved territory

planning and

management



Delivered multi-stage

and more targeted

campaigns



Enabled sales team

mobility



Increased effectiveness

of sales force

Challenge

Solution

Result

Mobile strategy developer with industry and technical expertise to meet an

organization’s mobile innovation needs, spanning everything from creating and

building apps to providing managed services and strategy guidance.

(25)

Vision Drives Investments

•

Usability:

No-Training UE, Simplicity, Faster ramp for users

•

Core Functionality:

SFA, Customer Data Management

•

Social:

Integrated, Collaborative, Pervasive, Document sharing

•

Mobile Access:

Anytime/Anywhere, Disconnected access

•

Analytics:

Consolidated, Contextual, Real-Time, Multi-Device

•

SaaS plus PaaS

– Configure, Extend and Integrate

(26)

$

Reps Sell More

Managers Know More

Companies Grow More

(27)

Reps

Sell More

$

(28)

Sell More Anytime, Anywhere, Any Device

(29)



Quick transactions driven by

voice interaction



Conversational approach to

data capture



Augment existing mobile

solutions

Oracle Voice

(30)



Sales Campaign



Forecasting



Account Hierarchy



Contact & Householding



Asset Management



Cross-Sell Recommendation



Embedded Analytics



UI Layout Extensibility

Core SFA Functionalities

(31)



Wall and Sales-Focused

Conversations



Document Sharing and Collaboration

within Sales Cloud



Work across the company, and

available on iPad and Mobile

Collaborate to Close Deals Faster

(32)



Enterprise Data Model



Geo-coding & Address Validation



Account & Contact Matching



Account & Contact Enrichment



Rules-based De-Duplication



Integrated with Marketing Cloud,

Service Cloud, and ERP

Customer Data Management

(33)

Managers

Know More

(34)



Configurable Sales Dashboards



Interactive Out of the box Reports



Embedded Reports in Simplified UI



Historical Opportunity Trending



Historical Forecast Analytics



Mobile Analytics

Predictable Forecasting

(35)

Ensure Consistent Performance

(36)



Forecasts with insights into

win/loss



Top Customers by status and

rep assignment



Top sales performers with win

rate and deal details



Territory & opportunity

analysis with pipeline

distribution

Oracle Mobilytics

(37)

Companies

Grow More

(38)

Get More Help from Marketing

(39)

(40)

Oracle Sales Cloud Takeaways

•

Reps

Sell More

with no training UI, Mobile, and Social

Selling

•

Managers

Know More

with Embedded Analytics, and

KPI-focused Dashboard

•

So your company can

Grow More

With Sales

Performance Management, and Platform as a Service

(41)

Oracle CX Cloud: stations de démonstration

Les stations de

démonstration Oracle

CX Cloud sont ici

(42)

Like

facebook.com/OracleCustomerExperience

Follow

twitter.com/OracleCX

Read

blogs.oracle.com/CX

Watch

youtube.com/oraclesalescloud

Learn

oracle.com/CX

(43)

http://tech.co/connected-

car-home-two-biggest-trends-ces-2014-2014-01

http://www.jeffkramer.com

/2012/01/31/the-

quantified-car-progressive-snapshot/

http://www.allstate.com/drive-wise.aspx