……Connect……

• With Other CRM Customers

• With The Right CRM Sessions

• With Oracle CRM Experts

 <Insert Picture Here>

Suite CRM: An Overview to Oracle EBS CRM R12

Mark Woollen
Vice President, CRM Product Strategy
Safe Harbor Statement

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.

3
 Oracle At-a-Glance
• 275,000 total customers
• 220,000 database customers
• 30,000 applications customers
• 30,000 middleware customers
Globally…
#1 in Database
#1 in Supply Chain Mgmt
#1 in Customer Relationship
Mgmt
#1 in Human Capital Mgmt
#1 in Industries
• 17,700 partners - Retail
• 56,000 employees
- Communications
• 14,000 developers
- Public Sector
• 7,000 support staff
- Professional Services
- Financial Services
4
Agenda

1. Challenges in the Front Office

2. EBS 12 CRM Release Themes
3. The Solutions in EBS 12 CRM
4. Apps Unlimited – Why it Matters
5. Why Oracle is a Great Partner for You
6. CRM Roadmap

5
 <Insert Picture Here>

EBS CRM Release 12

6
 EBS CRM R12 Footprint
360 Customer View
Customer Data Hub

Market Sell Order Support & Service

• Marketing • Field Sales • Order Management • Customer Support
• Trade Management • TeleSales • iStore • iSupport
• Partner • Proposals • Advanced Pricing • Help Desk*
Management • Incentive Comp • Configurator • Case Management*
• Sales For • Quoting • TeleService
Handhelds • Service Contracts
• Sales Contracts • Field Service
• Depot Repair
• Interaction Center

Industry Solutions – B2B Product Companies

Information Architecture
Contact Center On Demand*
Daily Business Intelligence

*New Product

7
EBS CRM – Key Fit for Customers and Prospects

•Excellent fit for Suite customers

–Integrated footprint
–Out of the box integration to backend
–Single Data Model

•Low Total Cost of Ownership

–Expand and grow existing footprint
–Modular applications, centralized setups
–Leverage existing infrastructure

8
Key Release Themes
Solving Key Business Challenges and Adding Value

Enhance Provide Provide Extend

Usability Deeper Cross-Suite Customer
Industry Value Capabilities
Flows

Added Value from Power for the

User Adoption Instant Industry Fit your Partnership Integrated
with Oracle Corporation

Lower TCO

9
 Enhance Usability - A New User Experience for R12
Simplified user interface and business flows
• Reduced pop-ups and
duplicate screens
• Re-designed and streamlined
entire workflows
• Reduced the number of steps
to complete key tasks
• Improved overall look & feel
and visual style
• Increased personalization
capabilities

Improved Workflow in Targeted Areas

• Campaign Management • Financial Consolidation • Self-Service Purchasing
• Customer Support • Online Candidate Registration • Sourcing
• Collections & Payments • Absence Management • Supplier Collaboration
• Loan Management • Salary Administration • Business Intelligence

10
 Provide Deeper Industry Flows

• Efficiently resolve issues at the customer’s convenience regardless of

geographic location
• Coordinate the delivery of all global services within a single system
- Self-service & agent-assisted - Outsourced / 3rd party services
- On-site repair - Internal issues (help desk)
- In-house repair & refurbishment - Investigations (case mgmt)
• Increase revenues while decreasing contact, research & execution costs

Case Management Customer Support Field Service

Manage key activities related to Initiate service requests 24x7 Coordinate service delivery
cases / clients / involved parties plus interact with service reps across time zones, schedule
and securely share information online via new screens for outsourced services globally,
across geographies or agencies “internal” & “external” customers utilize digital maps to route reps

11
 Provide Cross-Suite Value
New On-Demand Software Replaces Costly Contact Center Infrastructure

• Low cost and Agent Desktop

secure entry into

Integration
Direct CTI
COD Client – URL Push

COD Adapter for EBS

CTI Contact
Center
• Lower Total Cost of
Ownership (TCO)

Basic SDK
• Flexibility SR Form,
TeleSales,
– Add new offices, Collections
business units and
users
– Extend to PSTN
outsourced call COD Web Server
centers COD Web Service Interface
Customers
– Extend existing
VoIP
Oracle deployments
– Use existing PSTN/
Contact OnDemand Recording
Platform
telephone assets VoIP
CTI, ACD, IVR Monitoring
– Business continuity PSTN

/ Disaster recovery
Agents

CTI link Message Transport Contact OnDemand 12

Extend Customer Capabilities

• Instant-Value Integrations – first EBS CRM to

Contact Center On-Demand will be first available

• New Versions of All Product Lines – this

release and more to come

• Applications Unlimited – ability to stay on the

EBS platform – migrate when and if you choose
to
 Lower Total Cost of Ownership - R12 Data Hubs
• Provide a unified view of
customer data
• Synchronize data
in near real-time*
• Protect and share information
assets across all systems
• Apply a Standardized Open
Integration Platform Siebel SAP
• Standardize, cleanse
and enrich data Customers,

• Support key interactions Suppliers,

• Orders Products, …
• Contracts
• Service history
• Leverage pre-built
analytics
• Also New or Enhanced in R12 Broadvision Legacy
• Object-based Trading Community
Architecture simplifies integration*
• More Data Quality Management
Reports

*New in R12 14
 <Insert Picture Here>

R12 Product Highlights

15
 EBS CRM R12 Footprint
360 Customer View
Customer Data Hub

Market Sell Order Support & Service

• Marketing • Field Sales • Order Management • Customer Support
• Trade Management • TeleSales • iStore • iSupport
• Partner • Proposals • Advanced Pricing • Help Desk*
Management • Incentive Comp • Configurator • Case Management*
• Sales For • Quoting • TeleService
Handhelds • Service Contracts
• Sales Contracts • Field Service
• Depot Repair
• Interaction Center

Industry Solutions – B2B Product Companies

Information Architecture
Contact Center On Demand*
Daily Business Intelligence

*New Product

16
 R12 Marketing
• Complete Campaigns Workbench
• OA Framework-based campaign
management & execution
• Support for end-to-end campaign
management
• Enhanced & improved user flows to
facilitate collaborative campaign setup*
• Event-based Marketing
• Simple and complex triggers for
customer state monitoring
• Analytics to determine customer insight
and audit trigger effectiveness
• Out-of-the-box seed rules for support
scenarios, including sales contracts
• Inbound Marketing
• Marketing, informational message in
iSupport
• Marketing cross-sell/upsell in Contact
Center
• New or Enhanced in R12
• Superior Ownership Experience
• Improved Usability
• Better Closed-Loop Analytics
• Improved fulfillment management*

17
*New in R12
 R12 Sales
• Global Processes Support
• Account Planning with new tools, i.e.
SWOT Analysis, Scorecards,
Business Driver Analysis*
• View Business Activities Across
Operating Units
• View Business Hierarchies
• Improved User Productivity
• Periodic Recurring Charges*
• Opportunity Reports*
• Enhanced Quote & Proposals
generation with PDF support &
intelligent templates
• Proposals collaboration
• Enhanced Mobility
• Outlook Email Interactions capture
• Extensible SMS and e-mail alerts
notification framework
• Also New or Enhanced in R12
• Look and Feel*
• Access Control by Transaction*
• Multi-Organization Access Control*
• XML Publisher*
• Opportunity Owner* & Territory F l a g fo r I n te ra c t i o n

Administration
• B2C Selling
• Daily Business Intelligence
• Sales Manager Dashboard

18
*New in R12
 R12 eCommerce
• Increase user adoption with
an enhanced user experience
• New look and feel*
• Optimized B2B and B2C check
out flows
• Improved order tracking user
experience
• Increase revenue with new
online ordering capabilities
• Streamlined customer / partner
ordering*
• Integration with third party
procurement software*
• Optimize online initiatives
with Web Analytics
• Monitor site adoption*
• Optimize online partnerships*
• Telecommunication Service
ordering support
• New service ordering*
• Service change*
• Recurring payment support*

*New in R12 19
 R12 Orders
• Increase user adoption
with an enhanced user
experience
• New look and feel*
• Enhanced ATP
• Sales Supplement
• Quote across business units
• Configurable defaulting rules
• Improved Extensibility,
Security
• Improved install base and
service contracts integration
• Credit card encryption
• Configuration tags for UI
generation, model migration
• Enhanced Telco support
• Recurring charges support*
• Extended warranty support in
network container models*
• TSO enabled call centers*

*New in R12 20
 R12 Service & Support
• Industry Configurations and
Products
• Case Management*
• Service Desk*
• Telecom Service Ordering & Billing
Integration*
• Greater Customer Service
Capabilities
• Expanded solution set in HTML
• More extensibility, better information
access & control, new automation
and interaction features
• Many industry capabilities enhance
overall product
• Improved Contact Center
• Enhanced customer management
and business flow
• More integration options
• Enhanced self service support
• Remote Online Support through
Web-Collaboration*
• Advanced knowledge search via
Oracle Secure Enterprise Search*

*New in R12 21
 <Insert Picture Here>

Oracle Partner with Us

 Large Cross-Industry Customer Base

Manufacturing/Retail Asset Intensive Service Public Services

23
More Household Names in Every Industry

Hudson’s
Bay
Company

24
 Most Experience Making Customers Successful
Award Winning Customer Support

9 Only enterprise software service organization

certified by J.D. Power
9 STAR Awards Hall of Fame member with five
Software Technical Assistance Recognition
Awards since 1989
9 SSPA Award for Innovative Support, 2005
9 SSPA WebStar Awards—2003, 2005
9 Best Customer Service Organization,
International Business Awards Awards.
9 2005 Stevie Award for Best Support Team in
EMEA

25
 Most Experience Making Customers Successful
Five Critical Areas Drive CRM Project Success

CRM Success Depends on

More than Software “The most-critical success
factors for implementing CRM
Technology Strategy are managing expectations,
knowing the scope, choosing
the right approach, focusing on
21% 19% end users, understanding your
sponsors and balancing
customizations to the
Process 17% 21% Governance software.”

- B. Eisenfeld, Gartner Research

22% Note: “Critical Success Factors
for Implementing CRM,” June
2004
User Adoption

ƒ Based on detailed analysis of Siebel deployments

ƒ Input from over 17,000 end user interviews
ƒ Interviews with project team, business sponsors, end users

26
 Most Proven Implementation Approach
The Customer Experience Blueprint
• Clearlydefined steps for customers to achieve business results
• Based on experiences with over 4000 customers and 3.5M users
• The only framework focused on customer facing solutions

27
 The Best Customer Experience
HIGHEST CUSTOMER SATISFACTION AWARD WINNING SUPPORT

Oracle SAP

Quality 72% 55%

Cost 43% 31%

Ease of use 44% 27%

Technical Support 53% 39%

Easy to do business with 48% 29%

Innovative Company 75% 63%

Overall Satisfaction 79% 67%

% respondents indicating a positive response

Source: Walker Information’s 2005 Hardware and Software customer loyalty report

28
Most Open Application Infrastructure
Open Standards Increase Choice, Reduce Cost, and Speed Innovation

STANDARD SAP: CLOSED ORACLE: OPEN

Portal 168 compliant No 9

ETL Tools 3rd party 9 “Oracle is aggressively

Standard Integration via Webservices Wrappers, Proprietary 9 adopting standards to
ensure that its software
Standard Java Server with 3rd party support J2EE 1.3, no 3rd party support 9 can be intermixed with
Content Management 3rd party 9
other standards-based
offerings.”
Collaboration 3rd party, limited to Portal 9
“SAP’s platform … still
Native BPEL Import/Export 9
relies on a number of
Central management of entire tech stack No 9 proprietary SAP protocols
Identity Management No 9
and technologies, even
as the vendor moves to
LDAP Directory No 9 adopt standards-based
Certificate Authority No 9 configurations.”
—Summit Strategies
Federated Identity (SAML, Liberty) Limited 9
Nov 2005
Intrusion Detection No 9

Auditing No 9

29
 Market Leading Middleware
Coordinate Business Activities Across Oracle, Custom, & Legacy Apps

HIGHEST RATED
• Ranked #1 by Forrester Research FASTEST GROWING

33K
33K
Oracle
Oracle

SAP
SAP

2K2K

# Middleware Customers

MOST OPEN
BROAD PARTNER ADOPTION
• Open standards: J2EE, WS-*, WS-SCA,
• 7,500 Partners UDDI, AJAX, Java Server Faces, DHTML,
• 4,800 ISVs BPEL, LDAP, SAML, ….
• 28,000+ consultants

Sources: Forrester Application Platform Wave (April 2005); Gartner Enterprise Application Server Magic Quadrant, Q2 2005; Oracle Survey 30
Results, 2005
 Lower IT Costs through System Consolidation

Only Oracle…
• Supports all languages and
localizations in same database
• Scales to very large volumes
via RAC and Grid Computing

Lower Cost Better Automation Better Information

• Consolidate data centers • Standardize, document, • All detail available
• Administer fewer systems and audit processes for drilldown
• For each new flow, • Integrated cross- • Deploy DBI in weeks
leverage existing setups application business vs. quarters or years
and reference data flows for a traditional
warehouse

31
Oracle’s Single Global Database
Oracle saves over $1 billion annually using a single global database

• Merged 40 data centers worldwide into 1 database

• Reduced overall IT cost by 46%
• Reduced cost of expense transactions by 70%
• Increased sales force productivity by 10-20%
• Reduced web support cost per request by 60%
• Consolidated IT infrastructure of acquired
companies into Oracle’s single global database

• 6.4 terabytes of data • 374,000 people • 42.7M AR invoice lines

• 13.2B rows of data • 208,000 projects • 11M AP invoices
• 101 operating units • 307,000 vendors • 4.7M sales orders
• 533 sets of books • 1.45M customers • 40.7M sales order lines

32
Secure the Global Enterprise
Address global security pressures with a comprehensive security portfolio
Risk
Without control of data integrity
and access, business risk
increases
Manageability
Multiple user communities
require management (clerical,
self-service, customers, suppliers)
Cost
User provisioning, de-provisioning
and re-provisioning are often
manual and labor-intensive
Audit & Compliance
Government mandated
accountability is driving new
scrutiny of security
• Provide enterprise-wide,
standards-based security
- Single sign-on
- Corporate directory
- Access / identity management
- Identity federation
• Simplify security administration
- Decentralized, delegated user admin
- Automated & self-service provisioning
with approvals
- Extended IT and system admin security
with DB tools (e.g. DB Vault)
• Continuously monitor environment
- Security dashboard / reports
- Best practice & typical violations
33
Configure, Don’t Customize
Tailor your systems without programming

9 Accelerate systems 9 Preserve configurations 9 Eliminate costly

deployment through upgrades customizations

Flexfields – User definable data key

Folders – User tailorable forms

Workflow – Configurable business process flow

Custom Library – Directory for customer extensions (forms)

OA Framework / Forms Personalization –

Configurable page “look & feel”, navigation, tabs, fields, buttons

XML Publisher – Flexible report / document output

34
 Next Gen. Business Process Mgmt
Integrate Oracle, 3rd party & legacy apps to extend process automation

• Quickly integrate
heterogeneous
Oracle PeopleSoft Custom Order applications using an
EBS Financials Application
intuitive, graphical UI
• Manage system
• Standard Interfaces performance via web with
BPEL Process Manager • Cross-application maps a user-friendly console

Business Step Step Step Step Step • Reduce connectivity

Process 1 2 3 4 5 headaches with
pre-packaged, standard
interfaces for applications
and legacy systems
Siebel Mainframe HR New Web • Built on widely adopted
CRM Application Application
industry standard
language (BPEL)

35
 Comprehensive Integration Repository
Simplify and accelerate systems connectivity

A Catalog of All EBS Integration Points • Enable key integration types

• Web Services • Business Events - Business to Business
• Public Java & PL/SQL APIs • Batch Interfaces - Enterprise Application Integration
- Business Process Management
- Business Activity Monitoring

• Support industry-standard
messages

• Support standards-based
XML documents

• Search and view available

interfaces via powerful UI

• Automatically keep in step with

source code via standard patching

36
Apps Management Pack for EBS
Consolidate and simplify systems management

• Manage entire systems

infrastructure (apps, middleware,
DB, H/W) from a single console
• Provide visibility across dev, test,
and production systems
• Proactively monitor KPIs and
events with alert notifications
• Drive root cause analysis with
graphical topology views and
config / patch level comparisons
• Accelerate EBS provisioning with
automated system cloning
• Open integration with 3rd party
products and mgmt frameworks

37
E-Business Suite Patching
Simplify maintenance and minimize system downtime
• Ensure patch compatibility with
customer’s installation and
automatically alert for incompatibility

• Leverage faster programs to analyze

patch prerequisites

• Generate custom “read me”

instructions based on customer-
specific setup and configuration

• Automatically consolidate “read me”

instructions for multiple patches and
eliminate redundant steps

• Automatically detect patches that

have already been downloaded
(i.e. maintain download history)

38
 Multi-Org Access
Increase the efficiency of shared services and single database operations
with streamlined ACCESS, processing, &reporting across operating units

Belgium Holland Denmark

Perform multiple Legal Entity Legal Entity Legal Entity
tasks across
operating units (OUs)
without changing Belgium Holland Denmark
responsibilities Operating Unit Operating Unit Operating Unit

Single Responsibility

• Define and manage OUs from a central location

• View and manage customers across OUs
For Example: • Enter and pay invoices across OUs
• Receive goods across any OU
• Negotiate with suppliers for your enterprise, not just your OU

39
 <Insert Picture Here>

The CRM Roadmap

40
Extend Your Capabilities
New Versions of All Product Lines

Past 18 Months Coming Soon

Version 8.9 Version 9.0

Extension
Version 8.12 Version 9.0 of All
Product
Version Lines Will
Version A9.1
A7.3 & A8.1
Continue
into the
Version 11i.10 Version 12
Future

Version 7.8 Version 8

41
Applications Unlimited
Stay on the Applications Product Line of Your Choice

• Continued Product Releases

• Customer Driven Product Roadmaps

• Dedicated Development Teams

• No Forced Upgrades

Tailored for Your Industry,

Processes and Geography

42
 Continued Commitment to CRM Innovation
Protect – Extend – Evolve
Next 12 Months 2008 2010

Protect, Extend
• Siebel 8.0 • Siebel 8.x • Siebel 8.x
• PeopleSoft 9.0 • PeopleSoft 9.x • PeopleSoft 9.x
• EBS R12 • EBS R12.x • EBS R12.x
SOA Enabled • EnterpriseOne 9.x • EnterpriseOne 9.x
• EnterpriseOne 9.0
• World 9.1 • World 9.x • World 9.x

Extend, Evolve
APPLICATION INTEGRATIONS
• Oracle Application Integrations • More Business Value Integrations • More Business Value Integrations

SOA Composite o Siebel On-Demand to EBS

o Siebel Hosted Call Center to EBS
o Siebel Order Capture to Oracle Order Management
o Siebel CRM to i-Flex Banking Account Execution

Evolve to Fusion
FUSION CRM
• Next Generation Self-Service • Fusion CRM V1 (Cross-Industry Apps) • Fusion CRM for Industries
• Distributed Order Orchestration (DOO)
SOA Native

43
44