Front Office. Scott McMarrow, CPM, CPIM Front Office Sales Consultant

Front

Office

Front Office Footprint

Oracle integrates marketing, sales and service functions across all channels: call center, web and field sales.

Oracle Marketin g Oracle Telemarket ing Internet Marketing Marketing Web Call Center Market Place Oracle E-commerce Oracle Telesales Oracle Field sales Mobile/PDA Sales Oracle Self-Service Oracle Customer Care Oracle Field Service Mobile/PDA Service ERP Mobile

Front Office Footprint

Agenda

• Format

•

Commerce, Web Customers, Service, Contracts, Mobile Field Service, and MRO

• Miscellaneous Product Information

Format

• Position

Marketing

Oracle Marketing automates the entire marketing process from demand creation to revenue

recognition. It helps marketers plan, execute, and analyze the results of customer/prospect-focused

marketing campaigns.

Closed Loop Marketing-Targeted Marketing-Increase Marketing ROI

Marketing

• Call Centers Integration

• Partners Integration

• List Management/Execution

Features/Integration Campaigns Internet

Marketing Direct Mail

Telemarketi ng Response Management Qualificatio n Lead Management Activity Management Fulfillmen t Opportunity Management Forecasting Quotes Order Service Management

Marketing

Features/Integration Campaigns Internet

Marketing Direct Mail

Telemarketi ng Response Management Qualificatio n Lead Management Activity Management Fulfillmen t Opportunity Management Forecasting Quotes Order Service Management

Sales

Oracle Sales automates the entire sales cycle, from opportunity management and pipeline analysis, to

forecast and order management.

Increase Revenue-Win Probability-Customer Retention-Sales Representative Productivity

Sales

Field Sales Online

Oracle Field Sales Online is a browser-based extension to Oracle Sales. Its ease of use dramatically reduces training and eliminates

frustration.

Increase Sales Productivity-Revenue-Maximize Sales Force Effectiveness

Field Sales Online

Field Sales Online

• Key Performance Indicators

Features/Integration

3.1

• Sales Rep Dashboard

4.0

• Configured Mobile

Mobile Field Sales

Oracle Mobile Field Sales is the mobile extension to Oracle Sales. It allows sales reps to download

complete territory sales information to their laptops. Any changes to information on the network or the

laptop is synchronized when the representative connects to the network.

Increase Sales Productivity-Flexible Selling Efforts-Ease of Use

Mobile Field Sales

Mobile Field Sales

Mobile Field Sales

• Palm Pilot Integration

Features/Integration

3.1

Sales Compensation

Oracle Sales Compensation manages commissions and incentives as a key motivator to increase

revenues.

Increase Sales Rep Retention-Reduce Administrative Costs-Enforce Sales Model-Increase Revenue

Sales Compensation

3.0

• Flexible Compensation Plans

• Rule-based Collection and Revenue Classification

• Sales Credit Hierarchies

• Complete Payment Control

• Manual Adjustments

• Salesperson Subledger

Features/Integration

3.1

• Cumulative Quota Target Calculation • Discount-based Calculation • Margin-based Calculation • Frcstng Compensation 4.0 • Open Calculation

Call Centers

Oracle Call Center & Telephony Suite is a technology and applications suite that supports the operation of

inbound, outbound and blended call centers.

Customer Retention-Agent Productivity-Enterprise-wide Capabilities-Increase Revenues

Call Centers

Features/Integration

CCT Applications Business Application Support

Middleware

Switch Support

Rules Based Routing Enterprise Routing Analysis Telephony Manager Service Prospect Aspect Release 3.0 CT-Connect Genesys Nortel Lucent Rockwel l Alcatel Ericsson Others

Oracle Telesales and Telemarketing Oracle Financial Sales and Service

Marketing List Execution Workforce Manager Scripting IVR Predictive Connectivity Fulfillment Call Blending Release 3.1 Sales Channel Manager Release 4.0

Internet Commerce

Oracle Internet Commerce is a business-to-consumer application which provides a web-based channel for

unassisted selling of products direct to consumers.

Extend Sales Channel-Lower Cost of Sales-Faster Time to Market-Increase Customer Care

Internet Commerce

Internet Commerce

• Analysis and Reporting

3.0

• Multi Currency 3.1

• ERP Integration

Web Customers

Oracle Web Customers is a business-to-business application which provides a web-based channel for

unassisted selling and services to business customers.

Faster Time to Market-Value Chain Efficiencies-Empower Customers-Customer Care

Web Customers

Features/

Web Customers

Service

Oracle Service manages customer interactions and customer information with the goal to promote customer loyalty and generate additional revenue

from an existing customer base.

Increase Profits-Improve Service Delivery-Proactive Care

Service

Features/Integration

3.0

• Install Base Tracking

• Depot Repair

• Repair Diagnosis, Estimate, and Approval

• Service Requests

Contracts

Oracle Contracts is a comprehensive contracts management solution designed to create flexible service agreements tailored to supply the customer with the exact level of product service coverage they

need.

Maximize Market Opportunities-Extend Business-Increase Performance to Contract

Contracts

Features/Integration

3.0

• Flexible Contract Agreements

• Track Warranties and Contract Renewal Dates

3.1

• Counter Tracking/Mgt

• Event Based Entitlements

4.0 • Complex Billing • Pricing Configurator • Multiple Reporting Currencies • Contacts Integration

Oracle Mobile Field Service

Who do You Service?

Oracle Mobile Field Service

Field Service Productivity

“The Planner”

Command Post Workstation

Expressions

™

“Progress is according to schedule.”

“Progress is 1.5 hours ahead of schedule.” “We’re sorry. This is going to be a long day. 45 minutes or more behind schedule” “The Field Service Engineer is on the road and is ahead of schedule.”

“The Field Service Engineer is on the road and is running late.”

“Customer is unhappy. This appointment will most likely escalate.”

“The Service Technicians”

Oracle Cockpit

Mileage Meter Ignition Key Start of the Day Current

Time Job Progress

End of the Day Pending Transaction s Network Coverage Agenda Window Mileage Meter

Type of service

order

Planned

starting time_{starting time}Actual _Address

Activity or Complaint Status of the Activity Actual task performed

Unplanned Service Order Interrupted Service Order Completed Service Order Cancelled Service Order

Doubleclick address to view workform

®