Siebel CRM Professional EditionCustomer-Facing Applications

Oracle Corporation

Agenda

• Overview

• Challenges

• Product Overview

• Features, Uses, and Benefits

• Target Messages

• Summary

Increasing Importance of Business Over the Web

Web SalesWeb Sales

Web ServiceWeb Service

Web MarketingWeb Marketing Customer DemandCustomer Demand

0

300

600

900

1200

1500

1800

2100

2400

2700

3000

3300

3600

1997 1998 1999 2000 2001 2002 2003

WebEmailPhone

$500+$500+ Channel EconomicsChannel Economics

Field VisitsField Visits Call CenterCall Center Web SiteWeb Site

$65$65

< $5< $5

The Need for a Multichannel Strategy

The quick acceptance of the Internet as a means of

attracting visitors, and transacting directly with customers

has created new selling opportunities for enterprises.

However, it has also added to the complexity of doing

business, since the vast majority of companies have

deployed applications that have, in effect, created islands

of information among the company’s field sales, call center,

Web, channel partners, and bricks-and-mortar.

““

The Gartner Group

When Marketing, Sales, and Service Are Not Integrated

Goes to Web to log

service request

Calls for assistance

“What problem?” Field technician visit

Customer Customer SatisfactionSatisfaction

Service Service CostsCosts

Service

New Web offer received before prior

issues resolved

CustCust SatSat

Product purchased

RevenueRevenue

Call to check order status

“What order?” No knowledge

of order

Customer Customer SatisfactionSatisfaction

Service Service CostsCosts

Sales

Receives a Web offer

Calls with a questionabout offer

“What offer?” Call Center rep not

aware of offer

Customer Customer SatisfactionSatisfaction

RevenueRevenue

Marketing

Service Service CostsCosts

Integrated Marketing, Sales, and Service

Goes to Web to log

service request

Calls for assistance

“I’ll access your service request. Let me talk you through

the steps.”

Service Service CostsCosts

Service Customer Customer

SatisfactionSatisfaction

Receives a Web offer

Calls with a questionabout offer

“There is also an offer for a corresponding

product” RevenueRevenue

Marketing

Customer Customer SatisfactionSatisfaction

Product purchasedCalls to check order status

“Your order has been shipped. Can I interest

you in another product?

Sales

RevenueRevenue

Customer Customer SatisfactionSatisfaction

Managing the Entire Customer Relationship

Maintaining Customer RelationshipsMaintaining Customer Relationships

CampaignsCampaigns

EmailsEmails

Personalized Web Personalized Web OfferingsOfferings

PromotionsPromotions

Response Response ManagementManagement

Service Request Service Request ManagementManagement

Asset ManagementAsset Management

Branch LocatorBranch Locator

Knowledge Knowledge ManagementManagement

Contact UsContact Us

MarketMarket ServiceServiceSellSell

Web CatalogWeb Catalog

Product SearchProduct Search

Online OrderingOnline Ordering

Order StatusOrder Status

Account StatusAccount Status

Challenge of Building a Web Customer Portal

Enabling Customer Self-Service across marketing, sales, and service encompasses a broad set of functional components

Patchwork of technologies• Home-grown systems• Point solutions• Immature infrastructures

Problems:• High cost of maintenance• Long, expensive integration• No upgrade path

Service Requests

Campaigns

Personalization

Response Management

Product Catalog

Online Ordering

Siebel Customer Applications

Siebel eCustomer

Siebel eSales

Siebel eService

Siebel Advanced Search

for Customers

Siebel SmartScript

for Customers

Siebel Web Marketing

Siebel Reports

for Customers

Siebel Events

Siebel Customer Applications: A Complete Customer Portal

• Comprehensive Web Application for Businesses• Web application for

marketing, sales, service • Includes all functionality

found in Siebel eSales, Siebel Web Marketing, and Siebel eService

• Manage customer relationships through the Web channel

• Multichannel• Complements and extends

other channels• Benefits

• Increases revenue• Reduces costs• Improves customer

satisfaction

Service Requests

Response Management

CampaignsProductCatalog

Online Ordering

Personalization

Lead Generation• Personalized offers:

• Create Web offers based on user profile and purchase history

• Recommended items:• Recommends products based

on user’s explicit preferences and implicitly though user profiling

• Surveys:• Capture and qualify leads on the

Web through surveys• Literature requests:

• Capture leads on the Web through information and literature requests

• Request a call• Users can request a phone call

from a sales representative regarding products of interest

Sales Service

Foundation

Marketing

Product Selection

• Keyword Search• Search by keyword or phrase to quickly

find products you need• Hierarchical Product Catalog

• Rich merchandising capabilities allow companies to display products in a logical, attractive manner

• Parametric Search • Pre-populated pull-down menus allow for

quick product selection• Favorites and Templates• Quick Add

• Simplify future purchases by creating favorites lists or order templates of items regularly purchased

• Lists products by invoice or product number for fast, easy ordering

Sales Service

Foundation

Marketing

Online Ordering• Shopping Cart

• Real-time Cart; Persistent Cart

• Customizable Order Flow• Users guided through ordering

based on profile information

• Business Selling Support• Delegated customer administration• Purchasing Manager• Purchase Order Support

• Order History and Order Management• Automatically reorder past

products• Real-time Credit and Tax Payment

Processing• Standard integration with Taxware

and CyberSource

Sales Service

Foundation

Marketing

Knowledge Management

• Knowledge Repository• Full text, proximity, synonym,

linguistic searching• Multiple taxonomies• Hierarchical knowledge

categories• Solutions, FAQs• Siebel eSmartScript

• Contact Us and Branch Locator• Built-in multichannel access• Proximity and type-based

locator • Integrated maps and driving

directions

Sales Service

Foundation

Marketing

Account Management• Asset management

• Product registration• Asset and warranty tracking

• Service request management• Track service issues and activities

submitted over any channel • Submit service issues for resolution• View new and historical solutions

• Order tracking• Modify order status throughout

fulfillment process • Track sales, service, and RMA return

and repair orders

• Survey and measure customer satisfaction• Service received• Web site experience

Sales Service

Foundation

Marketing

Personalization

• Present users the products and services that match their unique preferences to increase the likelihood of a purchase• Targeted product recommendations• Cross-sell and up-sell

• Provide specific information that meets a customer’s needs

• Customer-specific alerts and messages• Personalized salutations

• Personalize a customer’s experience based upon actions he or she takes across any channel

Sales Service

Foundation

Marketing

Customizable User Interface

• Standard user interface• Rapid deployment

• Extend brand identity to the Web• Control look and feel with

flexible HTML templates• Benefits:

• Consistent branding across channels

• Tailor user interface to business and customer needs

• Ease of deployment and maintenance

• Easily upgraded

Sales Service

Foundation

Marketing

Self-Service Flexibility for Deployment

• Web UI DDK Wizard• Creates repository objects, enters administrative runtime

data, and generates J2EE artifacts• Sample JSP Pages

• Fully functional JSP pages• Increase developer productivity with real source code • Imports into standard tools for flexible UI customization• Jumpstart projects with instant proof-of-concept

• Data Schema and Metadata Report• Design-time report on data schema and metadata• Reports in Siebel Tools• Java Web developer can quickly become familiar with

Siebel business object model• Web Services Infrastructure

• Standards-based• Pre-built plug-and-play services • Fast anonymous user access• Simplified Web Services development with native Java

objects• Siebel UI Data Access Adapter

• Robust and optimized services for UI rendering

UI Flexibility

Cos

t

Build From Scratch

Buy Packaged Solution

Build with Siebel APIs

Build with Siebel Web UI DDK

Sales Service

Foundation

Marketing

Siebel 7.8 Web UI DDK Solution

• Siebel 7.8 delivers solutions to expose Siebel Data in J2EE environment.

• The Web UI DDK Wizard in Siebel Tools creates repository objects, enters administrative runtime data, and generates sample J2EE artifacts for an Siebel view

• The Web UI DDK is intended to be used as a learning tool and a starting point for Java developers to expose Siebel application functionality in a custom J2EE Web application

Siebel View JSP page

Web UI DDK Wizard

Sales Service

Foundation

Marketing

Sample JSP Pages

• Fully functional Sample JSP pages• Reference implementation as a guide• Based on MVC design pattern • Use widely available open source

• JSTL tags• Axis Web Services

• IBM WebSphere and BEA WebLogic Support

• Increase developer productivity with real source code • Log in and manage sessions• Retrieve and manipulate data• Render HTML

• Import into standard tools for flexible UI customization

• Jumpstart projects with instant proof-of-concept• Dynamically generated for business

specific Siebel list or form views

JSP file

Account list view

Sales Service

Foundation

Marketing

Siebel EAI

• Flexible architecture• Siebel eBusiness Application Integration

(EAI) enables organizations to connect to existing legacy systems

• Standard credit and tax payment integration• Credit card authorization (Cybersource)• Sales tax calculation (Taxware

International)

Sales Service

Foundation

Marketing

Customers

1. Customer purchases a product from a sales representative

2. Customer goes to company

Web site

ALLALLCustomerCustomer

InformationInformation

“Welcome back, Ms. Jones.

Your order has shipped. May

I recommend …”

Customer Satisfaction and Loyalty

Siebel Customer Applications Benefits SummaryIncreases Revenue Reduces Cost Improves Customer

Satisfaction

• Allows organizations to extend their reach and sell directly to customers over the Web

• Maximizes average purchase size

• Reduces support costs and decreases volumes across other channels

• Lower total cost of ownership

• New low-cost channel for sales, service, and marketing

• Inexpensive to deploy

• Easily upgradeable

• Enables customers to buy and manage their account at their convenience

• Consistent and effective customer responses

• Proactive escalation and notification

• Customer satisfaction tracking and management

• Helps customers find the products and services that meet their needs

• Provides a consistent experience across channels