Customer Relationship Management

A Report On

Oracle CRM

Group 7 1. 2. 3. 4. 5. 6. 7. 8. Kanupriya Kohli Swapnil Joshi Kritika Chandra Mohit Agarwal Neeraj Jain Pankaj Shidurkar Apoorva Agarwal Prasoon Jain

About Oracle
Oracle has been the leader in database software. And as it has further developed technologies and acquired best-in-class companies over the years, that leadership has expanded to the entire technology stack, from servers and storage, to database and middleware, through applications and into the cloud. It all began when Larry Ellison saw an opportunity other companies missed: a description of a working prototype for a relational database. No company had committed to commercializing the technology, but Ellison and co-founders Bob Miner and Ed Oates realized the tremendous business potential of the relational database model. None of them realized at the time that the company they formed would change the face of business computing. Throughout its history Oracle has proved it can build for the future on the foundation of its innovations and its knowledge of customer challenges and successes analyzed by the best technical and business minds in the world. What does Oracle have in store for tomorrow? We will continue to provide our customers with hardware and software engineered to work togetherintegrated from disk to applications that meet their business needs and solve their business problems. And we will continue to innovate and to lead the industry, while always making sure that we focus on solving the problems of the customers who rely on our technology. Oracle CRM solutions Oracle offers the broadest and deepest portfolio of CRM solutions that address all customer touch-points and provide rich functionality to support the specific business needs for organizations of every size to deliver a superior customer experience. Only Oracle provides complete CRM:
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IndustryOver 20 industry tailored solutions InsightEmbedded real-time business intelligence InnovationIndustry recognized leader in CRM IntegrationEnd-to-end business processes InfrastructureBroadest choice of deployment options

Oracle provides following CRM solutions

Oracle E-Business Suite CRM Oracle Fusion Applications for CRM PeopleSoft Enterprise CRM Siebel CRM Oracle CRM On Demand

Oracle CRM on Demand Oracle's Complete CRM solutions offer the broadest and deepest capabilities that help organizations drive sales, marketing, loyalty, and service effectiveness. And in combination with Oracle's Commerce solutions, they deliver a unified cross-channel experience for consumers. Oracle CRM on Demand enables organizations of all types and sizes to:
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Get smarterwith contextual intelligence, real-time and historic analytics, and adaptive business planning. Get more productivewith integrated sales and marketing in the cloud, Outlook/mobile integration and industry specific solutions. Get the best value, periodwith a lower total cost of ownership, enterprise grade security and your choice of multi-tenancy or single-tenancy options.

As the global leader in CRM, Oracle's Complete CRM solutions offer the broadest and deepest capabilities that help organizations drive sales, marketing, loyalty, and service effectiveness. Sales Oracle CRM on Demand Sales increases sales productivity and results by providing companies with a comprehensive set of tools to optimize the entire sales processesfrom initial lead qualification to opportunity management through forecasting and deal closure. CRM On Demand Sales also delivers critical information to everyone involved in the sales process, including inside sales, field sales, sales management, and partners. Embedded real-time reporting and powerful historical analytics provide insight to help you make better decisions. Relevant sales and prospecting information can be accessed quickly and conveniently through Outlook, a Web browser, on a smart phone, or on a tablet device. By automating sales processes, and providing a comprehensive view of your customers, CRM On Demand Sales helps sales teams focus on selling rather than searching for information, resulting in increased productivity and higher revenues.

Features and benefits

Automate sales processes, enabling your salespeople to be more efficient, focus on customers and close more deals Provide salespeople with a choice of easy-to-use interfaces and the flexibility to work the way they dowith complete access, anytime and anywhere Improve interaction with customers, by giving everyone in the organization access to one single source of truth via a customer repository Enable salespeople and managers to access advanced analytics to improve pipeline visibility and forecast more accurately

Marketing Whether you have a full staff of marketing professionals or a lean do-it-all demand generation team, Oracle CRM On Demand Marketing provides organizations with a smart, simple, integrated solution for managing marketing campaigns and activities. Oracle CRM On Demand Marketing provides a full suite of capabilities to automate the complete marketing process, from designing inbound and outbound campaigns through lead management and lead nurturing to measuring marketing ROI. With built-in e-mail and Web marketing, easy-to-use automation, and built-in analytics, Oracle CRM On Demand Marketing provides the best of enterprise marketing automation with the benefits of complete integration with CRM.

Features and benefits

Increase campaign effectiveness by delivering the right message to the right prospect at the right time with adaptive 1:1 campaigns Deliver higher-quality leads to sales by gathering more complete and valuable information through progressive profiling at each interaction

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Increase lead volume and conversions with automated lead nurturing campaigns Build a comprehensive prospect database with a robust response management system Maximize marketing ROI by analyzing the unified revenue funnel across marketing and sales

Services In today's competitive market, customer expectations for superior service have never been higher. Oracle's CRM on Demand Service solution enables organizations to provide quick, accurate, and consistent service to their customers, driving both increased customer satisfaction and organizational profitability. CRM on Demand Service brings together all of the critical elements of a comprehensive service management solution that are needed to handle simple questions or manage a complex issue. With CRM on Demand Service, agents have clear visibility into the information that is required to ensure customer issues are resolved to satisfaction.

Features and benefits

Allow customers to interact with your service organization using any channel they wish including IVR, voice, and e-mail Enable agents to quickly and accurately find the right answer the first time Monitor customer satisfaction and provide valuable feedback for agent performance management Monitor organizational efficiency and maintain continual process improvement

Oracle Contact on Demand Improving service agents' productivity, providing superior customer service, and keeping IT costs low are the key requirements for any call center. Oracle Contact On Demand is the only hosted multichannel support application that can be deployed in days without up-front capital expenditures or integration costs. Agents can work efficiently from anywhere in the world with 360-degree views into customer interactions and real-time business intelligence. Customers gain from rapid and personalized sales and service, while organizations can dramatically reduce costs and increase revenues

Features and benefits y y Allow customers to interact with your service organization using any channel they wish including IVR, voice, and email. Enable agents to quickly and accurately find the right answer the first time. Full solution lifecycle management is also supported, so you can create and maintain a relevant solution library. Monitor your customer satisfaction and provide valuable feedback for agent performance management. Maximize Oracle's best-of-breed analytics to monitor your organizational efficiency and maintain continual process improvement.

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Analytics Making informed, intelligent, and real-time business decisions is critical in understanding whats happening across your organization. Oracle CRM on Demands fully interactive analytic capabilities let you gain deep insight into your business. By combining real-time and historical pre-built and ad hoc reports as well as customizable dashboards, Oracle CRM on Demand is the only CRM solution that delivers actionable insight at the speed of business. With Oracle CRM on Demand, you get the critical insight that is required to quickly and intelligently identify and respond to changing market conditions. The real-time, actionable business intelligence available through the interactive dashboards, custom reports, and historical trending enables you to uncover new opportunities and identify issues before they impact your business. Oracle CRM On Demand can help you get the most out of your return on investment by giving you the ability to take action to improve organizational effectiveness, lower costs, and increase revenue. Features and benefits y y y y Access real-time business intelligence Create historical and trend analysis via high-powered data warehouse functionality Create powerful ad hoc analysis Cover a comprehensive set of subject areas and easily cover all CRM functionalities

Mobile Handheld devices allow you to keep in touch with the latest information at any time of the day. If you are a sales representative on the go, clicking and scrolling through endless lists and views of customer data can be frustrating. Oracle CRM on Demand Connected Mobile Sales offers a rich user experience that connects sales users with the people and information they need to be more productive and efficient. Features and benefits y y y y Manage your key customer relationships data in real time from your handheld device Integrate with on-device calendar and contact applications (iPhone only) Easy to configure, deploy, manage, and use Extend and enhance investment in Oracle CRM On Demand

Partner Relationship Management Todays industry leaders increasingly rely on partners and indirect channels to achieve scale and reach every possible market and customer. Oracles CRM On Demand for Partner Relationship Management (PRM) enables companies to recruit partners and manage those relationships to ensure you get the right partners working on the right territories and deals. Sales executives can easily review direct and indirect channels, while channel sales managers can quickly respond to the everyday needs of their partners. Features and benefits y Work directly with clients through a fully branded partner portal that uses role-based custom themes, custom logos, color schemes, and links to maintain consistency with your company's brand Onboard partners quickly and easily, from application through program enrollment Ensure optimal return on investment for marketing and co-op spend Enhance your partner channels offerings and ability to know their customer by providing partners access to customer service requests. Use Oracle's best-of-breed analytics to provide partners their own scorecard

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Integration Strategic integrations yield cross-functional visibility, coordination, streamlined tasks, and increased productivity. To operate more efficiently, you need to integrate all the silos of information in your enterprise, creating an end-to-end, adaptable business process that allows you to overcome the complexities of your application environment and create the capabilities you need to meet business change more quickly. Oracle CRM On Demand can help you do that. Oracle CRM on Demand is the only solution available on the market that provides Web services support as well as pre-built integration to Oracle business applications and other applications to fully integrate your extended enterprise with the power of CRM.

Features and benefits y Utilize the environments you already know

With Oracle CRM On Demand, you can leverage your existing development environments: Oracle JDeveloper, IBM WebSphere, Microsoft .NET, or BEA WebLogic. You can use a comprehensive set of XML/SOAP APIs for accessing our business logic and data services to retrieve, modify, create, delete, and synchronize information. y Expand your integration capabilities

Updating several different applications with separate logins often leads to information gaps or inconsistencies from human error. Oracle's Web Services On Demand API solves the multisystem problem by creating seamless, real-time integrations between those multiple systems and Oracle CRM On Demand. End users can obtain holistic, secure views of customers by using standard, configurable integration technology such as Web links, custom tabs, mashups, JavaScript, or RSS feeds. Users have rapid access to contextual data from other systems, and a quick navigation point, giving administrators the ability to integrate without requiring development or IT resources. y Leverage single sign-on

You can choose to be authenticated into Oracle CRM On Demand automatically, once authenticated within your corporate network or portal, without having to enter your log-on credentials a second time. You can get a single identity management system for all applications. y Access robust enterprise-grade security

Protecting your data is of paramount importance to Oracle. To ensure data is protected, Oracle CRM On Demand provides multiple security features such as including configurable authentication options such as Single Sign-On, configurable sign- in, various session handling options, IP address filtering, user authentication and validation, session authentication, CrossSite Request, Forgery protection (CSRF), virtual private network (VPN) support access, and the most secure data facility in the world. y Single vendor solution

Increase your sales organizations performance, adoption, and information access with prebuilt integrations between Oracle CRM On Demand and Oracles Siebel CRM, JD Edwards Enterprise One, and Oracle E-Business Suiteand even third-party applications like Microsoft Office and Lotus Notes.

Conclusion Oracle is simplifying IT by engineering hardware and software to work togetherfrom servers and storage to database and middleware to applications. The idea behind Oracle's integrated technology stack is that the whole is greater than the sum of the parts. There are best-of-breed products throughout the stack, and every product and every layer of the technology stack is designed and engineered to work together. That's not all. Integrated solutions engineered for specific industries make delivering IT simpler. And when IT is simple, you can focus on business innovation.