Siebel CRM Professional EditionCustomer-Facing Applications
Oracle Corporation
Agenda
• Overview
• Challenges
• Product Overview
• Features, Uses, and Benefits
• Target Messages
• Summary
Increasing Importance of Business Over the Web
Web SalesWeb Sales
Web ServiceWeb Service
Web MarketingWeb Marketing Customer DemandCustomer Demand
0
300
600
900
1200
1500
1800
2100
2400
2700
3000
3300
3600
1997 1998 1999 2000 2001 2002 2003
WebEmailPhone
$500+$500+ Channel EconomicsChannel Economics
Field VisitsField Visits Call CenterCall Center Web SiteWeb Site
$65$65
< $5< $5
The Need for a Multichannel Strategy
The quick acceptance of the Internet as a means of
attracting visitors, and transacting directly with customers
has created new selling opportunities for enterprises.
However, it has also added to the complexity of doing
business, since the vast majority of companies have
deployed applications that have, in effect, created islands
of information among the company’s field sales, call center,
Web, channel partners, and bricks-and-mortar.
““
The Gartner Group
When Marketing, Sales, and Service Are Not Integrated
Goes to Web to log
service request
Calls for assistance
“What problem?” Field technician visit
Customer Customer SatisfactionSatisfaction
Service Service CostsCosts
Service
New Web offer received before prior
issues resolved
CustCust SatSat
Product purchased
RevenueRevenue
Call to check order status
“What order?” No knowledge
of order
Customer Customer SatisfactionSatisfaction
Service Service CostsCosts
Sales
Receives a Web offer
Calls with a questionabout offer
“What offer?” Call Center rep not
aware of offer
Customer Customer SatisfactionSatisfaction
RevenueRevenue
Marketing
Service Service CostsCosts
Integrated Marketing, Sales, and Service
Goes to Web to log
service request
Calls for assistance
“I’ll access your service request. Let me talk you through
the steps.”
Service Service CostsCosts
Service Customer Customer
SatisfactionSatisfaction
Receives a Web offer
Calls with a questionabout offer
“There is also an offer for a corresponding
product” RevenueRevenue
Marketing
Customer Customer SatisfactionSatisfaction
Product purchasedCalls to check order status
“Your order has been shipped. Can I interest
you in another product?
Sales
RevenueRevenue
Customer Customer SatisfactionSatisfaction
Managing the Entire Customer Relationship
Maintaining Customer RelationshipsMaintaining Customer Relationships
CampaignsCampaigns
EmailsEmails
Personalized Web Personalized Web OfferingsOfferings
PromotionsPromotions
Response Response ManagementManagement
Service Request Service Request ManagementManagement
Asset ManagementAsset Management
Branch LocatorBranch Locator
Knowledge Knowledge ManagementManagement
Contact UsContact Us
MarketMarket ServiceServiceSellSell
Web CatalogWeb Catalog
Product SearchProduct Search
Online OrderingOnline Ordering
Order StatusOrder Status
Account StatusAccount Status
Challenge of Building a Web Customer Portal
Enabling Customer Self-Service across marketing, sales, and service encompasses a broad set of functional components
Patchwork of technologies• Home-grown systems• Point solutions• Immature infrastructures
Problems:• High cost of maintenance• Long, expensive integration• No upgrade path
Service Requests
Campaigns
Personalization
Response Management
Product Catalog
Online Ordering
Siebel Customer Applications
Siebel eCustomer
Siebel eSales
Siebel eService
Siebel Advanced Search
for Customers
Siebel SmartScript
for Customers
Siebel Web Marketing
Siebel Reports
for Customers
Siebel Events
Siebel Customer Applications: A Complete Customer Portal
• Comprehensive Web Application for Businesses• Web application for
marketing, sales, service • Includes all functionality
found in Siebel eSales, Siebel Web Marketing, and Siebel eService
• Manage customer relationships through the Web channel
• Multichannel• Complements and extends
other channels• Benefits
• Increases revenue• Reduces costs• Improves customer
satisfaction
Service Requests
Response Management
CampaignsProductCatalog
Online Ordering
Personalization
Lead Generation• Personalized offers:
• Create Web offers based on user profile and purchase history
• Recommended items:• Recommends products based
on user’s explicit preferences and implicitly though user profiling
• Surveys:• Capture and qualify leads on the
Web through surveys• Literature requests:
• Capture leads on the Web through information and literature requests
• Request a call• Users can request a phone call
from a sales representative regarding products of interest
Sales Service
Foundation
Marketing
Product Selection
• Keyword Search• Search by keyword or phrase to quickly
find products you need• Hierarchical Product Catalog
• Rich merchandising capabilities allow companies to display products in a logical, attractive manner
• Parametric Search • Pre-populated pull-down menus allow for
quick product selection• Favorites and Templates• Quick Add
• Simplify future purchases by creating favorites lists or order templates of items regularly purchased
• Lists products by invoice or product number for fast, easy ordering
Sales Service
Foundation
Marketing
Online Ordering• Shopping Cart
• Real-time Cart; Persistent Cart
• Customizable Order Flow• Users guided through ordering
based on profile information
• Business Selling Support• Delegated customer administration• Purchasing Manager• Purchase Order Support
• Order History and Order Management• Automatically reorder past
products• Real-time Credit and Tax Payment
Processing• Standard integration with Taxware
and CyberSource
Sales Service
Foundation
Marketing
Knowledge Management
• Knowledge Repository• Full text, proximity, synonym,
linguistic searching• Multiple taxonomies• Hierarchical knowledge
categories• Solutions, FAQs• Siebel eSmartScript
• Contact Us and Branch Locator• Built-in multichannel access• Proximity and type-based
locator • Integrated maps and driving
directions
Sales Service
Foundation
Marketing
Account Management• Asset management
• Product registration• Asset and warranty tracking
• Service request management• Track service issues and activities
submitted over any channel • Submit service issues for resolution• View new and historical solutions
• Order tracking• Modify order status throughout
fulfillment process • Track sales, service, and RMA return
and repair orders
• Survey and measure customer satisfaction• Service received• Web site experience
Sales Service
Foundation
Marketing
Personalization
• Present users the products and services that match their unique preferences to increase the likelihood of a purchase• Targeted product recommendations• Cross-sell and up-sell
• Provide specific information that meets a customer’s needs
• Customer-specific alerts and messages• Personalized salutations
• Personalize a customer’s experience based upon actions he or she takes across any channel
Sales Service
Foundation
Marketing
Customizable User Interface
• Standard user interface• Rapid deployment
• Extend brand identity to the Web• Control look and feel with
flexible HTML templates• Benefits:
• Consistent branding across channels
• Tailor user interface to business and customer needs
• Ease of deployment and maintenance
• Easily upgraded
Sales Service
Foundation
Marketing
Self-Service Flexibility for Deployment
• Web UI DDK Wizard• Creates repository objects, enters administrative runtime
data, and generates J2EE artifacts• Sample JSP Pages
• Fully functional JSP pages• Increase developer productivity with real source code • Imports into standard tools for flexible UI customization• Jumpstart projects with instant proof-of-concept
• Data Schema and Metadata Report• Design-time report on data schema and metadata• Reports in Siebel Tools• Java Web developer can quickly become familiar with
Siebel business object model• Web Services Infrastructure
• Standards-based• Pre-built plug-and-play services • Fast anonymous user access• Simplified Web Services development with native Java
objects• Siebel UI Data Access Adapter
• Robust and optimized services for UI rendering
UI Flexibility
Cos
t
Build From Scratch
Buy Packaged Solution
Build with Siebel APIs
Build with Siebel Web UI DDK
Sales Service
Foundation
Marketing
Siebel 7.8 Web UI DDK Solution
• Siebel 7.8 delivers solutions to expose Siebel Data in J2EE environment.
• The Web UI DDK Wizard in Siebel Tools creates repository objects, enters administrative runtime data, and generates sample J2EE artifacts for an Siebel view
• The Web UI DDK is intended to be used as a learning tool and a starting point for Java developers to expose Siebel application functionality in a custom J2EE Web application
Siebel View JSP page
Web UI DDK Wizard
Sales Service
Foundation
Marketing
Sample JSP Pages
• Fully functional Sample JSP pages• Reference implementation as a guide• Based on MVC design pattern • Use widely available open source
• JSTL tags• Axis Web Services
• IBM WebSphere and BEA WebLogic Support
• Increase developer productivity with real source code • Log in and manage sessions• Retrieve and manipulate data• Render HTML
• Import into standard tools for flexible UI customization
• Jumpstart projects with instant proof-of-concept• Dynamically generated for business
specific Siebel list or form views
JSP file
Account list view
Sales Service
Foundation
Marketing
Siebel EAI
• Flexible architecture• Siebel eBusiness Application Integration
(EAI) enables organizations to connect to existing legacy systems
• Standard credit and tax payment integration• Credit card authorization (Cybersource)• Sales tax calculation (Taxware
International)
Sales Service
Foundation
Marketing
Customers
1. Customer purchases a product from a sales representative
2. Customer goes to company
Web site
ALLALLCustomerCustomer
InformationInformation
“Welcome back, Ms. Jones.
Your order has shipped. May
I recommend …”
Customer Satisfaction and Loyalty
Siebel Customer Applications Benefits SummaryIncreases Revenue Reduces Cost Improves Customer
Satisfaction
• Allows organizations to extend their reach and sell directly to customers over the Web
• Maximizes average purchase size
• Reduces support costs and decreases volumes across other channels
• Lower total cost of ownership
• New low-cost channel for sales, service, and marketing
• Inexpensive to deploy
• Easily upgradeable
• Enables customers to buy and manage their account at their convenience
• Consistent and effective customer responses
• Proactive escalation and notification
• Customer satisfaction tracking and management
• Helps customers find the products and services that meet their needs
• Provides a consistent experience across channels