This document provides an overview of Oracle CRM On Demand. It discusses key features such as being software-as-a-service hosted in Oracle's data centers, its multi-tenant architecture, and its mobile capabilities. The roadmap shows ongoing focus areas like usability, analytics, and mobility. It also highlights CRM On Demand's applicability across various industries and its integration with other Oracle applications.

1. <Insert Picture Here>
CRM On Demand Overview
Koit Puusaag
Master Principal Consultant, ECEMEA

2. Oracle CRM Product Initiatives
Industry Applications
CRM 2.0 Applications (Fusion-Based)
Siebel CRM EBS PSFT JDE Other
CRM OD CRM CRM CRM CRM..
Application Integration Architecture
Fusion Middleware

3. What is Software-as-a-Service?
• Software deployment model where
applications that are delivered via web
browser access over the internet.
• No requirements for hardware, software
installation, upgrades. All infrastructure
is hosted in Oracle’s data center.
• Web-native: designed and optimized for
a browser and internet technology.
• Also referred to as “Multi-Tenant”.
Multiple customer’s data stored in a
single database

5. Increased Reach. More Data Centers
Coming
Scotland
India
Austin
China
Singapore
Sydney
Production Planned

6. Release 20
CRM On Demand Roadmap Release 19
• CRM Desktop
•
•
Usability
Analytics
• iPad • Mobility
Release 18 • Analytics • Life Sciences
• Usability • Database Vault • Hosted Code
• Analytics • Insurance
• PRM • Life Sciences
• Life Sciences
Release 16 R16 Innovation Pack 2 • CRMOD to Siebel CRM PIP
• More Custom Objects • Sales Campaigns • Advanced Security (VPN,
• Better forecasting • Analytics Data Visibility Dedicated Circuits, HIPAA)
• Related Items layout / inline edit • EBS PIP, Phase II
• Web Svcs for attachments • JDE World PIP
• Search enhancements
• Analytics for User Quotas FY12
• Dutch, Thai, Traditional Chinese
• Sales Library Q1 FY12
• PRM Q3 FY11
Aug 2010
Feb 2010
Nov 2009 R19 Innovation Pack
Aug 2009 • Configurable Mobile
• Disconnected Mobile
Mar 2009 R18 Innovation Pack • Chat (COD)
• CRM On Demand Marketing • OPA Integration
• Insurance
Release 17
• Life Sciences
R16 Innovation Pack 1 • PRM
• Named queues • More web 2.0 / Social CRM
• Small Enhancements • More integration
• Swedish, Russian, Danish, • More enterprise SaaS
Polish, Finnish • More languages
• Advanced workflow
• Related Items Visibility

7. What Is Oracle CRM On Demand?

8. Broad Applicability Across Industries
Insurance Telecommunications
•Self-service quoting for customers and •Self-service quoting and bundling
brokers • Includes compatibility and constraints
•Guided sales agent quoting for •Wholesale pricing
insurance policies •Contract termination / separation
•Risk classification and premium •Technical service charging
calculations
•Claims adjudication and payment
calculations
High Technology and Financial Services
Manufacturing •Self-service loan origination –
needs analysis, eligibility and quotes
•Service billing
•Business policy adherence for rates,
•Warranty processing
eligibility, exception management
•Manufacturing process automation
•Regulatory compliance for marketing
and consistency / escalation rules
offers and transactional flags
•Tailored to region- and corporate-
specific needs
Other
•Complex territory assignments
•Healthcare provider assessments
•Hosted field service management
•Multi-level marketing – sales and campaign mgmt

9. Mobile CRM
2.4 Average days Field Sales Reps
spends on the road per week
400M # of Outlook users in the
world
2012 Smartphones may eclipse PC
market
#3 Apple’s rank in global portable
computing market in Q2/2010

10. Next Generation Mobile CRM
CRM On Demand Anywhere, Anytime
• CRM Desktop for Outlook • Safari browser on iPad • Native Connected &
– Manage CRM On Demand – CRM On Demand native UI Disconnected Mobile Sales
information directly from certification Applications
Outlook interface – Manage CRM On Demand from
– Connected and disconnected iPad, iPhone, RIM, (future
modes Android)
– Extensible – Extensible

11. Two Disconnected Pipelines
• Marketing generates most of the • Marketing doesn’t deliver enough
leads qualified leads
• Sales doesn’t contact them quickly • Sales generates 90% of our own
enough leads
SUSPECTS PROSPECTS
Lead Lead Lead Lead Deal Closed
Generation Nurturing Acceptance Support Business
Qualification
MARKETING FUNNEL SALES FUNNEL

12. Oracle Provides Complete Sales &
Marketing
SALES MARKETING
Contact Management Analytics
Lead Nurturing
Lead Management
Lead Scoring
Opportunity Unified
Management Funnel Response
Management
Forecasting &
Enterprise Website Monitoring
PRM Visibility
Web Marketing
Mobile
Campaign Automation
Sales Reporting Email Campaigns

13. High Level Capabilities and Resources - Service
• Capabilities
• Service Request Management
• Solution Management
• Asset Management
• Call Center on Demand Integration
• Resource Links
• Service Data Sheet
• Service Feature Sheet
• Service Flash Demo
• Service Home Page
(Oracle.com)
• Call Center on Demand
(Oracle.com)

14. High Level Capabilities and Resources - Marketing
• Capabilities
• Lead Assignment
• Lead Management
• Campaign Management
• Integrated Email Marketing
• Resource Links
• Marketing Data Sheet
• Email Marketing Data Sheet
• Marketing Feature Sheet
• Marketing Home Page
(Oracle.com)
• Email Marketing Flash Demo

15. High Level Capabilities and Resources - Sales
• Capabilities
• Account & Contact Management
• Calendar &Task Management
• Opportunity Management
• Forecast Management
• Resource Links
•Sales Brochure
•Sales Feature Sheet
•Sales Flash Demo
•Sales Home Page
(Oracle.com)

16. High Level Capabilities - Analytics
• Capabilities
• Historical and Real-Time reporting
• Pre-Built, Interactive Dashboards &
Reports
• Easily Create Custom
Reports/Dashboards
• Resource Links
• Analytics Data Sheet
• Analytics Feature Sheet
• Analytics Flash Demo
• Analytics Home Page
(Oracle.com)

17. Integrated CRM (AIA)
Pre-built Integration To The Back Office
Oracle
• Capabilities
CRM OnDemand
• Consolidate your customer, contact and product data
• Synchronize customer, contact and product data in
real-time
• Gain a true 360 degree view of your customers
• Enable a complete Lead-to-Cash and Opportunity-to-
Quote business flow
Oracle
Application Integration
• Resource Links Architecture (AIA)
• EBS Integration Pack Data Sheet
• EBS Integration Pack Flash Demo
• CRM On Demand Integration Web Page
• Customer Story:Rackable Systems Video
(under High Tech)
Oracle
E-Business Suite

18. Oracle CRM On Demand
The Smart Choice for Cloud CRM
Oracle Others
Sales Force Automation
Service
Integrated Marketing
Tailored Industry Support
Comprehensive Analytics
Enterprise-Grade Cloud Security
Multiple Cloud Deployment Options
Single Provider Solution
Lowest Total Cost of Ownership

19. The World’s Most Demanding
Organizations Run on Oracle CRM On
Demand