1 Copyright 2011, Oracle and/or its affiliates. All rights reserved.

(1)

(2)

En collaboration avec

Oracle CRM : L’innovation au Service de la

Mobilité Commerciale

Alexandre Losson - Managing Director CRM EMEA – Business & Decision Sebastien Barillot – CRM Sales Consulting Team Leader – Oracle

Pascal Hary – CRM Sales Development Manager – Oracle

December, 1st_{, 2011}

(3)

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

decision. The development, release, and timing of any

features or functionality described for Oracle’s products

remains at the sole discretion of Oracle.

Safe Harbor Statement

Oracle Confidential: Not for Distribution

(4)

Business & Decision is a

Global Consulting and System Integrator

2010 revenue : 237 M€

a Multi-Specialist 2800 Employees 19 countries BI PM CRM EIM E-bus 4

Unique expertise recognized globally by independent industry analysts

• Business Intelligence & EPM “BI World-Wide Magic Quadrant”. Gartner

• Customer Relationship Mgt & MDM “CRM European Magic Quadrant”. Gartner

(5)

Our approach for Customer Experience Management

EIM MDM ECM Dématérialisation …… …… …… …… Marketing Lead Management Sales Service Fullfiment Performance Mgt Packaged software ALERTER Search engine

Real Time Marketing Augmented reality Social CRM M. Commerce Lead Management Mobile CRM Social CRM Search marketing Mobile devices Cross channel Self-service BPM

Feed back management

EIM MDM Data Quality Rules Engine Digital asset repositories CRM processes based on a long-lasting foundation A relational

model with customer paths that take all

channels into consideration The use of IT innovations to improve sales experience and efficiency Leverage robust and shared repositories ( customer, pro- duct, sites…)

(6)

Customer

driven

CRM

Mobile

• Always connected • Personalized experience

• Context aware (including location) • Where the action is

• Adapted to any situation (face to face, self service)

Social network

• Personalized and engaging • Mostly Inbound

• Conversational

• Person to Person • Viral

Mobile and Social network are the two building blocs to blur

the lines between CEM and CRM programs

+

Mobile and Social network are two pillars to drive sustainable, real time, personalized & ongoing customer relationships rather that anonymous and event based

(7)

The CRM Point of view : bringing back the R from CRM

Mobility is a key priority for CRM initiatives across all domains

Source : Gartner

(8)

Mobility and CRM : how to align with your CRM initiatives ?

8

Closer to your customer

(9)

Designing uses cases for customer facing

mobile applications

Fournir un bouquet de service et les adapter aux spécificités des canaux de communication utilisé par chaque client

Goal

Service géo localisés

• Direction • Business • Produits, Promotions • Amis E-Commerce • Discount/coupons/incentive • Loyalty card • Notifications • Click to buy • Product Search Productivity tools • Home banking • Payment

• Real time news

Context aware apps

• At home • At the office • Transports • In the shop Universal communication • Unified Registry • Photo, music • games • Email, Telephone • VoIP Mobile Apps • Price comparators • On line checking • barcode/flashcode readers Social Networks • Facebook • Twitter • Linkedin • Skyrock, Devices Connexions Usages

+

(10)

Designing use case for the mobile enterprise

10

Sales & Marketing

Boost the sales cycle

• Planification des actions commerciales

• Recommandation produit

• Configuration produit

• Prise de commande

• Disponibilité des produits/services

• Formulaire et signature électroniques

Directors & Managers

Decision to action

• Real time alerts

• Social networks • Dashboard, Mobile BI • Aproval • Workflow • Office automation • Productivity apps • Unified Communicatios Mobile Enterprise

Service & Support

Améliorer le service client

• Gestion des interventions sur site

• Diagnostic et base de connaissance

• Paiement et upselling

• Planification et dispatching des tournées

• Recherches et commande de pièces détachées

Mobile employee

The mobile office

• Fonctions de communication

• Planification des déplacements

• Saisie des temps

• Facturation des prestations

• E-learning, accès aux expertises

• Gestion des congès

• Fonctions RH

• …

(11)

• Identifier les leads et opportunités • Organiser son plan de visite

• Démarche collaborative de qualification des besoins clients et de son potentiel

From Sales force automation to sales force empowerment

Reinventing Face to face selling scenarios

• Rechercher et expliquer les meilleures offres • Collaborer à la sélection des solutions

• Transformer le client en acteur de la vente

• Réaliser la vente en face à face sans rupture • Capturer les documents et la signature client

• Gérer le paiement en continu de l'acte de vente • Délivrer le service en temps réel

• Comparer les offres

• Echanger ses impressions • Demander ou donner un avis

Qualify

Support

Acquire

Share

(12)

Mobility @ Business & Decision: mobilizing your processes,

employees and customers

Customer Mobile E-business Mobile Enterprise Social Networks & Intranets CRM _Business Intelligence Enterprise Apps (industry specific, ERP…) Choice of devices

Mobile Device Management Prepare

Improve Innovate

…

Dedicated expertise and partnership with mobile leaders

(13)

13

Sales Reps Haven’t Embraced their CRM System

CRM System End User Adoption Rate

CSO Insights, 2011

Half of reporting companies say adoption is still below 75%

(14)

14

Mobile Devices Are Revolutionizing Sales Conversations

(15)

15

Mobile Devices: More Powerful and Less Hassle than Laptops

What I can do with phone/tablet

• Run apps

• Access Email, Phone, SMS

• Find a location with GPS

• Take a picture – or read a barcode

• Show multi-media presentations

• Capture a signature

Less hassle for me to do it

• Instant-On

• Long Battery Life

• Small, Lightweight

(16)

16

For Mobile Sales Reps, One Size Doesn’t Fit All

3 Key Considerations

1.

What industry is my company in?

Different business process requirements

2.

What devices has my company standardized on?

Apps are device-dependent

3.

How often are my reps disconnected?

(17)

17

Oracle CRM Provides a Complete Solution

Connected Mobile Sales • Phone • Real-time Disconnected Mobile Sales • iPad • Offline-sync CRM Desktop • Outlook • Offline-sync

(18)

18

Designed to Work Across Multiple Back Ends

(19)

19

Day in the Life Revolves Around the Customer Meeting

Wrap Up

• Document outcome

• Create follow up steps

Plan Your Day

• Scheduling tools • Maps Prepare to meet • Customer profile/history • Customer analytics • Alerts

Meet with Customer

• Sell with Interactive Media

• Transact with signature capture

(20)

20

CRM Desktop

•

CRM Sales functionality is

available for Microsoft Outlook

– CRM Data: Customer, Opportunity, and Lead

data available in Outlook

– PIM Data: Calendar, Contact, and Task data

consolidated in Outlook

– Users Control: How Information is sync’ed to

the CRM system

– Interaction Tracking: Makes it easy to track,

analyze email interaction with customers

– Offline Access: Sales reps can access sales

data while disconnected from network

(21)

21

Oracle Connected Mobile Sales

Horizontal & Real Time



Horizontal Sales



Real-time, Connected



Native iPhone & Blackberry Apps



Easy to Configure

(22)

(23)

23

Oracle Disconnected Mobile Sales

Optimizes Customer Interactions Offline

Enhanced User Experience

• UI optimized for the iPad, iPhone, & Blackberry

• Full disconnected support

• Multi-media detailing with finger notation

• Built in signature capture for samples

Major Functionality

• Call Planning

• Call Execution

• Sample Management

• Account and Contact Management

• Signature Capture

(24)

(25)

Oracle Social Network with CRM

• Drives sales force collaboration

with natural Conversations

throughout the sales cycle

• Promotes sales team productivity

through purposeful social

networking without the noise

• Builds cross-team knowledge

by

integrating Conversations with

CRM and other business

applications

(26)

(27)

Oracle Leverages Mobility to Deliver on the SFA Vision

•

Platforms: Simplification without Sacrifice

•

Changing the Customer Conversation

•

The Platform is Agile

(28)

(29)