Date post: | 18-Nov-2014 |
Category: |
Technology |
Upload: | tboraclecrm |
View: | 2,175 times |
Download: | 0 times |
<Insert Picture Here>
CRM at Oracle – Do Not Call & Do Not Email
Deepak Gupta Melanie Mann Richard Lau
Vice President Principal Consultant DirectorCRM Systems Sales Systems CRM
Architecture
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 Oracle’s products remains at the sole discretion of Oracle.
Oracle Corporation
Solutions Offerings• Oracle Database• Oracle Fusion Middleware• Oracle Applications• Oracle Services• Oracle Servers• Oracle Storage• Oracle Operating System• Oracle Virtual Machine
Information Technology• Four major IT Functions
1. Applications2. Development 3. Traditional 4. On Demand
About Oracle
•US$26.8 billion in revenue for fiscal year 2010
•More than 370,000 customers worldwide
•More than 20,000 partners
•105,000 employees, including:
•35,000 sales & marketing
•16,000 support
Global CRM (GCM) Single Instance
• 1.8M Accounts• 20M Contacts• 20M Prospects
35,000 Internal users
• 72M Marketing Responses• 24M Sales Activities• 18M Marketplace Accounts
105,000 Territory Lookup users
300,000 Partner users
Partner Portal
145 Countries
10 Languages
Objective
• Global, consistent, streamlined, and scalable campaign to opportunity to quote processes
Approach• Go Native – 90% Native• Go Fast – 1 Year to Rollout• Consolidation/Centralization• Start Clean, Stay Clean• Standards based Integration• Drive value with BI
Oracle’s Global CRM ImplementationOptimizing Our Go-To-Market
Sales
Customer Data
Marketing
Partners
Global CRM Single Instance Ecosystem
Implementation planned
<Insert Picture Here>
CRM at Oracle – Do Not Call & Do Not Email
Deepak Gupta Melanie Mann Richard Lau
Vice President Principal Consultant DirectorCRM Systems Sales Systems CRM
Architecture
Do Not Contact (DNC)
• Ensure full compliance with all government laws by having a Oracle specific DNC flag• Ability to track why the DNC flag was
updated, who updated the flag, etc.• Systematic method to update the
government DNC flag to ensure compliance with regulations• “Single source of truth” for sales & marketing
for contacts and their communication preferences
Government (Federal) DNC
Oracle DNC
Sales DNC
Email & Postal Mail
Communication Preferences
• List received from government with telephone numbers NOT to call
• Individual’s preference regarding telemarketing contacts from Oracle
• Oracle rep requests that an individual is not to be contacted for 90 days
• Individual’s preference for marketing activities
DNC
Benefits of Functionality
• Compliance with global legal requirements by adding Oracle specific DNC flag• Audit tracks when the Oracle DNC flag was updated
and by whom• Regular processing of the Government DNC flag
information• DNC functionality available in all Sales and Marketing
systems
Sales and Marketing Business Process
• Reps ensure that contacts are not on the DNC list before reaching out to them by phone or email• Emails sent to multiple contacts are created as email
marketing campaigns• Customer communication preferences are updated in
the system – Activities are created to update the customer preferences flag,
which syncs with all contacts with the identical phone and email
• Allowable lead follow up if not actively being worked will be automatically closed to ensure compliance
<Insert Picture Here>
CRM at Oracle – Do Not Call & Do Not Email
Deepak Gupta Melanie Mann Richard Lau
Vice President Principal Consultant DirectorCRM Systems Sales Systems CRM
Architecture
Communication Preferences
Do Not Contact Visibility