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Oracle BI Applications: Customer Relationship Management Analytics Overview

Esmond Chia Director, Product Management / Strategy

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 decisions. The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle.

Program Agenda
Oracle BI Overview Current CRM Analytics Offerings Current Differentiators Complementary Products Q&A
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Business Intelligence Tools

Best-of-Breed, Integrated, Extensible

Data Integration

Query & Analysis

OLAP

Dashboards

Reporting

Activity Monitoring

Balanced Scorecard

Real Time & Predictive

MSFT Office Integration

Analytic Workflow

Oracle BI Server

Simplified Business Model and Abstraction Layer Shared Metadata Management and Caching Services Multidimensional Calculation and Integration Engine Intelligent Request Generation and Optimized Data Access Services

OLTP & ODS Systems

Data Warehouse Data Mart

SAP, Oracle PeopleSoft, Siebel, Custom Apps

Files Excel XML

Business Process

Oracle BI Suite Enterprise Edition

Unified Business Intelligence Infrastructure
Interactive Dashboards Reporting & Publishing Ad-hoc Analysis Proactive Detection and Alerts Disconnected Analytics MS Office Plug-in Web Services

Enterprise Business Model and Abstraction Layer

Oracle BI Server

Intelligent Caching Services Multidimensional Calculation and Integration Engine Intelligent Request Generation and Optimized Data Access Services

OLTP & ODS Systems

Data Warehouse Data Mart

SAP, Oracle PeopleSoft, Siebel, Custom Apps

Files Excel XML

Business Process

Hot Pluggable
Open, Integrate with Existing Investments
Portals Analytic Tools Reporting Desktop Tools

Any JSR 168 Portal

Oracle BI, BOBJ, COGN, MSTR

Actuate, Oracle Apache FOS

Excel, Outlook, Lotus Notes

Common Enterprise Information Model BI Server

Security
Oracle Kerberos iPlanet MSFT AD Novell Custom Others ..

Data Access
Oracle RDBMS Oracle OLAP Option Microsoft SQL Server & Analysis Services IBM DB2 Teradata SAP BW XML, Excel, Text Others ..

ETL
Oracle Warehouse Builder Ascential Informatica Oracle Data Integrator (Sunopsis) Others ..

Magic Quadrant for Business Intelligence Platforms, 1Q07

* Magic Quadrant Disclaimer The Magic Quadrant is copyrighted January 26, 2007 by Gartner, Inc. and is reused with permission. The Magic Quadrant is a graphical representation of a marketplace at and for a specific time period. It depicts Gartners analysis of how certain vendors measure against criteria for that marketplace, as defined by Gartner. Gartner does not endorse any vendor, product or service depicted in the Magic Quadrant, and does not advise technology users to select only those vendors placed in the Leaders quadrant. The Magic Quadrant is intended solely as a research tool, and is not meant to be a specific guide to action. Gartner disclaims all warranties, express or implied, with respect to this research, including any warranties of merchantability or fitness for a particular purpose. This Magic Quadrant graphic was published by Gartner, Inc. as part of a larger research note and should be evaluated in the context of the entire report. The Gartner report is available upon request from Oracle.

Gartner Magic Quadrant for Business Intelligence Platforms, 1Q07, Kurt Schlegel, Bill Hostmann, Andreas Bitterer, 26 January 2007
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Business Intelligence Customers

Select References
Communications Automotive Finance / Banking Consumer Goods High Tech

Media / Energy

Aero / Industrial

Insurance / Health

Life Sciences

Other

Oracles Product Strategy

Integrated Business Intelligence Database
Business Intelligence & Data Mining Functions Integrated in Database

Integrated Business Intelligence Tools

Best-of-Breed, Next Generation Business Intelligence Technology Platform

Integrated Analytic Applications

Enterprise Wide, Industry Specific Analytic and Corporate Performance Management Applications

Exploits Any Information Technology Environment

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CRM Analytics Offerings

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BI Apps Deliver Insight Leading to Increased Effectiveness in every Business Function

Sales Analytics
Improve pipeline visibility and forecast accuracy

Financial Analytics
Real-time view of financial condition and drivers of cost and profitability

Service & Contact Center Analytics

Convert service calls into sales through enhanced cross-selling

Supply Chain Analytics

Optimize supplier sourcing, supplier performance, and inventory levels

Marketing Analytics
Real-time visibility into campaign execution, results, and ROI

HR / Workforce Analytics
Understand what drives employee productivity and org. performance

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Analytic Workflows Sales Analytics

Business Objectives / Issues
Manage overall sales performance

Hows the sales pipeline?

Are my sales managers performing?

Are deals getting stuck in certain sales stages?

Which sales stage is not up to target?

Gain Insights

What are the opportunities getting stuck?

How can we add more deals to the pipeline?

Business Function:
Sales

Role:
Are opportunities large enough for me to intervene? Drill to Opportunity to investigate, escalate and intervene How can we convert more leads to opportunities?

Sales Executive

Objectives:
1. Manage Pipeline 2. Help Sales Reps Close Deals

Take Action

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Analytic Workflows Sales Analytics

Business Objectives / Issues
Manage overall sales performance

ail o Det D rill t

Hows the sales pipeline?

Are deals getting stuck in certain sales stages?

Gain Insights

What are the opportunities getting stuck?

Are opportunities large enough for me to intervene?

Take Action

Drill to Opportunity to investigate, escalate and intervene

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Oracle BI Applications

Key Competitive Weapon at Charles Schwab

Objective
Deliver better, insight driven, client analysis to its
sales organization Ability to view summarized sales activity by region and activity Provide financial consultants with 360 degree view of customer base

Solution
Siebel Sales Analytics for 1,700+ financial
consultants Event- and market-based opportunity detection and lead distribution based on the clients risk profile and portfolio allocation

Results Average of 5 - 9% of Sales Alerts have resulted in new business development opportunities Savings of over 2,400 hours of unproductive work per week
Integration with CRM System
Rep Workflow right time and place Easy access to timely information Helps plan a Reps day

Highly satisfied users

Deluge of requests for additional functions

Envy Factor
When do we get access to Siebel Sales Analytics?

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Oracle BI Applications
Single- and multi-source Analytic Apps Built on BI Suite EE
Service & Contact Center Order Management & Fulfillment

Sales

Marketing

Supply Chain

Financials

Human Resources

Oracle BI Applications
Interactive Dashboards Reporting & Publishing Ad-hoc Analysis Proactive Detection and Alerts Disconnected Analytics MS Office Plug-in Web Services

Oracle BI Suite EE

BAW Schema Packaged ETL Maps Universal Adapters

IVR, ACD, CTI Hyperion MS Excel Other Data Sources

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Speeds Time To Value and Lowers TCO

Build from Scratch with Traditional BI Tools Training / Roll-out Define Metrics & Dashboards Oracle BI Applications

Oracle BI Applications solutions approach: Faster time to value Lower TCO Assured business value

DW Design Training / Rollout Back-end ETL and Mapping Define Metrics & Dashboards DW Design Back-end ETL and Mapping Months or Years Weeks or Months Easy to use, easy to adapt Role-based dashboards and thousands of pre-defined metrics Prebuilt DW design, adapts to your EDW Prebuilt Business Adapters for Oracle, PeopleSoft, Siebel, SAP, others

Source: Patricia Seybold Research, Gartner, Merrill Lynch, Oracle Analysis

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What CRM Customers Are Achieving

Deployed to 800 users in under 90 days Service Analytics for sales-oriented contact center Live in 120 days Sales Analytics Deployed to 3,000+ users in 3 months Sales Analytics 4 months from decision to live for 1,200 users Pharma Analytics Live in 100 days, 6,500 users Sales and Marketing Analytics Having had experience of Siebel Business Analytics, I can vouch that it can be deployed as rapidly as they claim...It is a product that really delivers.
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Oracle BI Applications

Service Analytics at Putnam Investments

Objective Improve quality of service delivered to institutional clients Eliminate manual analysis of contact center performance vs. targets (2-3 days/mo) Solution Siebel Service Analytics to provide actionable intelligence for 1,900 employees across contact center and management Siebel Business Analytics to bring together information from switch, call center application, customer portfolio and 3rd satisfaction scores Results Pin point trends and take action to improve quality of service for institutional clients Measure service performance & take corrective action where needed Improve workforce performance in contact center

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Oracle BI Applications
Multi-Source Analytics with Single Architecture
Auto Comms Complex Consumer Sector Mfg & Media Energy Financial Services High Tech Insurance Life & Health Sciences Public Sector Travel & Trans

Sales
Pipeline Analysis Triangulated Forecasting Sales Team Effectiveness Up-sell / Cross-sell Cycle Time Analysis Lead Conversion

Service & Contact Center

Churn Propensity Customer Satisfaction Resolution Rates Service Rep Effectiveness Service Cost Analysis Service Trends

Marketing
Campaign Scorecard Response Rates Product Propensity Loyalty and Attrition Market Basket Analysis Campaign ROI

Order Management & Fulfillment

Order Linearity
Orders vs. Available Inventory

Supply Chain
Supplier Performance Spend Analysis Procurement Cycle Times Inventory Availability Employee Expenses BOM Analysis

Financials
A/R & A/P Analysis

Human Resources
Employee Productivity

GL / Balance Compensation Sheet Analysis Analysis

Customer & Product Profitability

Cycle Time Analysis Backlog Analysis Fulfillment Status Customer Receivables

HR Compliance Reporting Workforce Profile Turnover Trends Return on Human Capital

P&L Analysis Expense Management Cash Flow Analysis

Prebuilt adapters:

Other Operational & Analytic Sources

Oracle BI Suite Enterprise Edition

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Oracle BI Applications
Multi-Source Analytics with Single Architecture
Auto Comms Complex Consumer Sector Mfg & Media Energy Financial Services High Tech Insurance Life & Health Sciences Public Sector Travel & Trans

Sales
Pipeline Analysis Triangulated Forecasting Sales Team Effectiveness Up-sell / Cross-sell Cycle Time Analysis Lead Conversion

Service & Contact Center

Churn Propensity Customer Satisfaction Resolution Rates Service Rep Effectiveness Service Cost Analysis Service Trends

Marketing
Campaign Scorecard Response Rates Product Propensity Loyalty and Attrition Market Basket Analysis Campaign ROI

Order Management & Fulfillment

Order Linearity
Orders vs. Available Inventory

Supply Chain
Supplier Performance Spend Analysis Procurement Cycle Times Inventory Availability Employee Expenses BOM Analysis

Financials
A/R & A/P Analysis

Human Resources
Employee Productivity

GL / Balance Compensation Sheet Analysis Analysis

Customer & Product Profitability

Cycle Time Analysis Backlog Analysis Fulfillment Status Customer Receivables

HR Compliance Reporting Workforce Profile Turnover Trends Return on Human Capital

P&L Analysis Expense Management Cash Flow Analysis

Prebuilt adapters:

Other Operational & Analytic Sources

Oracle BI Suite Enterprise Edition

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Sales Analytics
Complete solution for entire sales cycle
Sales Analytics
Analyze pipeline opportunities and forecasts to determine actions required to meet sales targets. Determine which products and customer segments generate the most revenue and how to effectively cross-sell and up-sell. Understand which competitors are faced most often and how to win against them.

Usage Accelerator Analytics Option

Add-on to Sales Analytics empowers front line managers with the information needed to effectively manage their teams usage. Removes the ambiguity and focuses users on the information they need to maintain.

add Oracle Order Management Analytics for complete Contact to Cash

Order Management Analytics
Foundation application module that provides insight into critical Order Management business processes and key information, including Orders, Invoices, G/L Revenue, sales effectiveness and customer scorecards.

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Oracle BI Applications

Marketing & Sales Force Transformation at MCI

Objective Complete, consistent sales forecasting system for global sales force Solution Siebel Sales Analytics integrated with Siebel Sales deployed to 3,000+ users in 3.5 months Personalized secure access provides the right information, to the right people, at the right time Results Sales organization can adjust to changing conditions with insight-driven action Revenue forecasts track opportunity and billing data against targets Measure the impact of marketing campaigns against expected sales revenue and direct sales

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Service Analytics
Complete solution for entire service lifecycle
Service Analytics
Complete analysis of the business aspect of the services organization. Includes analysis of the call center and field service business to understand the true cost to serve in a complex service business

add Oracle Contact Center Telephony Analytics for complete insight

Contact Center Telephony

Enables the measuring and managing of multi-channel contact center operations, key business processes and activities by providing increased operational effectiveness through detailed staffing, headcount and scheduling analysis Also provides increased business value through complete campaign and sales performance insight by agent and across customer, product, service and region.

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Oracle BI Applications

Taking Service to the Next Level at Honeywell

Objective Transform sales and service data into actionable intelligence Provide single customer scorecard of sales, service, and satisfaction to drive improvements in operational processes Solution Insight in to customer-facing processes for 1,000+ employees across entire organization Support customer excellence initiative Aerospace Total Account System (ATLAS) Voice of the Customer (VOC) Analytics drive business operations Results Increased annual after-market spare parts revenue by 100% with approx 20% of increase attributable to Siebel Increased number of opportunities by 40% Improved SR closure rate from 45% to 83% Improved customer satisfaction by 30%

Siebel Business Analytics helped us realize measurable business benefits in numerous areas, including improving our average customer response time by 27%, leading to a 30% improvement in customer satisfaction.
Darryl Carroll, Director of Sales and Marketing, Honeywell Aerospace

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Marketing Analytics
Complete solution for entire marketing organization
Marketing Analytics
Campaign Analytics - Provides Campaign Results data by Offer, Segment,
Agent performance. Manager can monitor a campaign scorecard and identify root causes for shortfalls in meeting predicted goals

Customer Analytics - Provides product affinity, market basket and

next product purchased analysis. Provides demographic information and information on impact of customer behavior due to marketing activities.

Event Analytics - Provides Analytics related to management of trade shows, customer events etc. Marketing Events Analytics can show analysis of Event registrations, expenses on supplies by vendor, region, event etc., Event ROI analysis that is fully integrated with Marketing Planning Analytics.

Marketing Planning Analytics

Provides Marketing Planning related information. The information is organized for different roles like Marketing Executive, Director, Finance Director. The dashboard also has a Sales Alignment page to allow Sales and Marketing Executives to co-ordinate activities

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Oracle BI Applications

Improving Customer Retention at AXA Financial

Objective Improve customer profitability by analyzing individual broker's business and drive cross-selling, up-selling and retention Minimize customer attrition and maximize share of wallet Solution Deployed Book of Business Dashboard to analyze agents business Intelligence across multiple data sources to improve customer insight and segmentation Additional solutions deployed include Campaign Management and Orphan Management dashboards Results Significant increase in cross-sell and up-sell rates and retained assets Re-connection with high value orphaned accounts and successful win-back programs Greater marketing ROI, triggered by alerts monitoring customer events

Using Siebel Business Analytics and Siebel Marketing allows us to determine which products should be offered to a customer based on sophisticated analysis of that customers profile. As a result, each customer gets less but more clearly targeted offers. Sharon Sibigtroth, Managing Director of
AXA Financial

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Deep Industry Analytic Applications

Public Sector Analytics
Case Management Analytics

Pharma Analytics
Pharma Rx Sales Analytics Pharma Call Activity Analytics Pharma Sales Objective Analytics Pharma MedEd Analytics Pharma Sales Rep Analytics Pharma Physician/ Account Profiling Analytics

Finance Analytics
Finance Retail Analytics Finance Institutional Analytics Banking Customer Analytics

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Public Sector Case Management Analytics

Case Management Analytics
Foundational functionality to track the progress of social services and investigative cases; inventory applicants, suspects and cases by type and stage; and monitor employee and office case loads

Case Investigations Analytics

Allows government agencies to track investigative leads as part of the overall case management process

Benefits Management Analytics

Allows government agencies to track the types of customers and clients being served, and the types and amounts of products and services being delivered to them

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Pharma Analytics
Rx Sales Analytics
Improve Rx, market share and sales results, Improve targeting effectiveness, Maximize sales effectiveness

Call Activity Analytics

Improve targeting effectiveness, Reduce duplicate calls, Improve time on territory effectiveness, Improve territory profitability

Sales Objectives Analytics

Manage POA process, Improve call activity compliance and take corrective action, Improve alignment of sales strategy and execution

MedEd Analytics
Manage Medical Education budget spend, Improve Rx lift for multiple events, Improve KOL & invitee targeting

Physician/Account Profiling Analytics

Improve marketing segmentation, Focus promotional activities on high value physicians, Improve penetration of doctor universe

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Current Differentiators

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Unique Value of Analytics to CRM

Rock Solid
Over 4 years of development and market success THE leading Customer Analytics solution Hundreds of successful customers Broadest support of Siebel CRM versions

High Business Value

Prebuilt ETL Maps/Data Integration, Dashboards & Reports Lowers TCO, Speeds Time To Value Enhances value of CRM investments Deeply integrated with CRM system Integrated analytical insight into your CRM processes Extends insight from front office to back office with insight into entire business process
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High Business Value

Analytics Enhances CRM User Adoption
For the first time, sales people tell us, Now I see why I need to keep my opportunities updated. - SVP CRM Fortune 50 Company

Supporting Process Change Measure Alignment to Process Identify Gaps Track trends and progress

Supporting User Change Deliver more end-user value Provide visibility to performance Method to reinforce desired behavior

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High Business Value

Deeply Integrated into CRM system
Single user interface is essential to driving user adoption

Integrated Security & Data Visibility

Analytics

Broad Data Model Interoperability with Siebel CRM versions

OLTP 6.3 OLTP 7.5 OLTP 7.7 OLTP 7.8

OLTP 8.0

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Deeply Integrated into Siebel CRM

Analytics dashboards within screens Embedded in CRM transactional system, within a dashboard view

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Deeply Integrated into Siebel CRM

Action links between Analytics reports and Siebel screens Direct navigation from record to transactional while maintaining context Java script in Siebel Analytics issues SWE command to navigate to given view and query for ROW_ID of record in given applet

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Deeply Integrated into Siebel CRM

Embedded Contextual Analytics with Siebel 8.0 Embedded in CRM transactional system
Analytics results within a transactional applet Contextually filtered results to record that is in view

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Supported Siebel CRM Versions

Allow customers to leverage latest CRM Analytic Applications without upgrading the Siebel CRM transactional applications
Siebel 6.3 Siebel 7.5 Horizontal & SIA Siebel 7.7 Horizontal & SIA Siebel 7.8 Horizontal & SIA

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Complementary Products

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CRM Analytic Applications Complementary Products

Oracle Intelligent Offer Generation and Retention Management Application (IOG) for Siebel Call Center
Real-time platform and applications that provide predictive analytics on a self-learning engine Extends Siebel Call Center and Siebel Marketing Based on the Oracle Real Time Decision technology

Siebel Marketing Segmentation Bridge

Enables Analytical Marketing through Segment Definition, Segment Prioritization and De-duplication and List Generation Segmentation application leverages Oracle BI EE Platform

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Oracle Intelligent Offer Generation and Retention Management Application for Siebel Call Center
RTD Application for Siebel Financial Services and Communications
1. 2. 3. 4. Leverages customer inbound interactions to drive high offer response rates Recommends in real time in the context of each call the best offer to present Marketing decision logic self-adjusts based on close loop information Marketing decision logic can be integrated across the enterprise

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Siebel Marketing Segmentation Bridge

Intuitive segmentation designer based on Siebel Business Analytics technology Superior ease of use and enhanced features that enable fine tuning of segments to many attributes Segments created are integrated into Siebel Marketing directly

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Contact Info
Esmond Chia esmond.chia@oracle.com +1 (650) 506-0131 office +1 (650) 430-1430 mobile

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For More Information

http://search.oracle.com
CRM Business Analytics

or
http://www.oracle.com/applications/performancemanagement.html

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The preceding 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 decisions. The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle.

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