![Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |
Achieving Digital Transformation
with Siebel CRM and Oracle Cloud
[BRK1546]
April, 2018
LEADING 20+ YEARS
CUSTOMER SUCCESS](https://image.slidesharecdn.com/brk1546achievingdigitaltransformationwithsiebelcrmandoraclecloudapril2018-180418040603/85/Achieving-digital-transformation-with-Siebel-CRM-and-Oracle-Cloud-1-320.jpg)
Achieving digital transformation with Siebel CRM and Oracle Cloud
- 1. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Achieving Digital Transformation with Siebel CRM and Oracle Cloud [BRK1546] April, 2018 LEADING 20+ YEARS CUSTOMER SUCCESS
- 2. 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 decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
- 3. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Agenda Siebel CRM 17 Siebel CRM 18 Journey to Cloud Community Update 1 2 3 Oracle Confidential – Restricted 3 4
- 4. Siebel CRM 17 – one of the most advanced releases in years... 17
- 5. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Release 17 Customers at different phases of adopting Innovation Pack 2017 Oracle Confidential – Restricted 5
- 6. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | • Work underway with Oracle University for a new Siebel CRM Learning Subscription • Updated content to reflect Siebel CRM 17 • Short Topics can be added for major new updates as they are added into the product Siebel CRM 17 Webcast Series (7 x 1 hour) • Siebel Management Console • Siebel Composer • Siebel Approval Manager • Application Migration • Open UI Test Automation • Transitioning to Agile Development with Siebel CRM • CRM Innovations Delivering Real Business Value • FAQs / Replays all detailed on blogs.oracle.com/siebelcrm • Over 200 FAQs answered Siebel CRM Training Oracle Confidential – Restricted 6
- 7. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | ACS Service Offerings • Siebel CRM Innovation Pack 2017 Workshop • Agile Development & Deployment using Siebel CRM Composer • Siebel CRM UX Design Workshop • Siebel CRM Migration (On Premise to Cloud) • Database Migration/Conversion (Cloud database/including non-Oracle) • Upgrade Assessment via the Oracle Public Cloud • Upgrade Tuning Service 7 Siebel CRM 17 Oracle Confidential – Restricted
- 8. Siebel CRM 18 Release Update
- 9. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 9 Business Process Discovery – using UPT features to track all User and Backend processes in Siebel CRM, and export to Process Mining tools UPT data to automate creation of application iHelp, user training and Task Based processes Enhanced Test Automation framework, providing a complete, free, one-stop suite for application testing Test Automation analytical reporting Product Configurator enhanced to use Oracle Advanced Constraint Technology (ACT) and Oracle Coherence Cache – improving performance Enhancements to Siebel UCM for Oracle Banking Platform integration Oracle Policy Automation Integration enhanced to support embedded interviews Enhancements to aid customers with General Data Protection Regulation (GDPR) projects Data Visualization – intuitive, modular, drag n drop , dashboard creation. Infolets, charts, timelines etc OOTB 360 Dashboards, Sales, Service, Engagement Open UI performance enhancements Open UI new visual charting components Enhanced Search – Elasticsearch & faceted searchSiebel CRM 2018 Siebel Composer, Browser based IDE, Parallel development, Workflow and Task editors Streamlined installer for faster deployment High Availability Gateway clustering Siebel Management console UX enhancements Continuous Innovation Delivery – moving to agile releases Application Migration features more dynamic deployment Siebel Approval Manager – improved UX and integration RESTful API – access control, ICS adapter Mobile Framework – UX and disconnected features Innovation Highlights – ‘18 Oracle Confidential – Restricted Customer Experience Industry Innovation Autonomous CRM Business Agility 2018 SOD
- 10. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 10 Siebel CRM 2018 Customer Leadership Oracle Confidential – Restricted Customer Experience Industry Innovation Autonomous CRM Business Agility
- 11. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Dashboards Insights with data visualization • Composer IDE to visually create Siebel views • Prebuilt Data Visualization Components – Infolet, Timeline, Chart, Map, Tile, Navigation Icon, Dashboard etc • Preview dashboards before publishing in the context of the application • Predefined dashboards – Sales, Service & Engagement (Telco, Financial Services, Hi- Tech) • Responsive across devices and form factors Oracle Confidential – Restricted 11
- 12. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Simplified Configuration Comparison – Infolet Improvement - 7x Steps, 5x View navigation, 10x Clicks Oracle Confidential – Highly Restricted 12 Automated – Infolet Creation 2 Steps, 1 View and 3 Clicks Infolet from Palette • Minimal Questions • Context Sensitive Defaulting or Constraining of Answers Applet Creation • Create Applet • Associate BC • Add Search Spec • Update Class Control Creation • Create 2 Controls • Applet Title • Record Count Layout • Add Web Template Information • Add Web Template Item • Applet Title and Record Count Applet User Property Changes • Drilldown View Name • Color for the Infolet Control User Property Creation • Define aggregation Count, Sum, Avg, Min, Max 14 Steps, 5 Views and 30+ Clicks Manual - Infolet Creation
- 13. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | • Easy to customize: Backed up by HTML5 and CSS for styling of charts • Responsive across form factors • Zoom-in/Zoom-out support • Efficient rendering helps in scaling up with large dataset • Enhanced aggregated queries for analytics: Pushed the aggregation to database layer (from Object Manager) • Support for multiple aggregate types such as SUM, AVERAGE, COUNT for huge data volume New D3 Charts engine Data-Driven Documents (D3) charting engine to implement SVG based charts 13Oracle Confidential – Restricted
- 14. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | • IP2017 – Migration Solution Recap – Source and Target servers available/connected – Discovery is dependent on the source/target availability • 2018 – Migration Solution – Eliminates dependencies on Source and Target • Assumes that Target is not available – Organizations have Governance for accepting migration packages from SI/Vendors • Consultation: DTAG, Sri Lanka Telecom, DELL, HTC (Saudi Arabia) Migration - Centralized, Separation, Segregation Design Confidential – Oracle Internal/Restricted/Highly Restricted 14 Development Production Migration DevelopmentDevelopment ProductionProductionDevelopment Production
- 15. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Migration • Near Zero downtime for migration configuration and extensibility – Adding a custom service to an existing migration plan • Near Zero downtime for actual migration • Highly extensible infrastructure Oracle Confidential – Restricted 15 Near Zero downtime for Configuration and Migration
- 16. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Migration • Segregation of Export and Import as separate tasks and packages • Ability to execute in parallel on source and sequential on target • Process orchestration via standards based interfaces • Support for Migration from Single Source to Multiple targets • Ability to Schedule and send notifications on status of migration • Additional logging for Utilities Oracle Confidential – Restricted 16 Segregation of Export & Import
- 17. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Version Rule Activation Date Rule Migration • Repository Configuration Management supports rules – Version selection rule are used to bind object references in the repository to specific versions – Activation Date rule are used to bind a version in the repository to a date • Administrator is prompted to update the Activation Date for a Version • Adaptive intelligence is built to adapt to the rules in real time and activates the applicable RR version Oracle Confidential – Restricted 17 Incremental Repository – Version Activation Rules MAIN Source Repository 1 2 3 4 2018IP2017 Activation Date Rule MAIN Production Repository 2 3 4 1
- 18. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | • Client side Integration using Embedded Interview Approach • No Cross Domain scripting risks due to iFrame • Easy deployment & customization • Rich UI with capability to inherit 3rd party styling • Lower TCO • Easy to upgrade OPA version OPA Integration – Siebel CRM with OPA 12.2.7 and above Embedded Interview Approach 18Oracle Confidential – Restricted
- 19. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 19 WEBCONTACT CENTER SOCIAL MOBILE FIELD SALES FIELD SERVICE STORE IOT Person-to-Person Person-to-Machine Machine-to-Machine DeliverDeriveDiscover Personalized User Experience | Autonomous Enterprise Applications Rooted Insights Advanced Analytics | Predictions | Scoring | Recommendations Automation Process Automation | Fluid Dashboards Unlocking Value from Data Journey towards Autonomous Enterprise Applications S i e b e l C R M D a t a | S o c i a l D a t a | O ra c l e D a t a C l o u d | E x t e r n a l S y s t e m s D a t a Cognitive Bots - Text | Voice | Video Oracle Confidential – Restricted
- 20. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 20 Translate Usage Pattern data into Process Flows • Unit Mode: Single process, recorded at front-end • Bulk Mode: Multiple processes, recorded in back-end over a period of time for a group of users. Siebel Process Discoverer Oracle Confidential – Restricted
- 21. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Process Discoverer • Unit Mode – For a single process flow, convert the UPT log into a ordered series of steps. – When a user is recording a process using Record button in the UI, it is considered as a Single Capture. – Process steps can be viewed from the Process View • Bulk Mode – Convert UPT logs into multiple processes. – Ability to configure delimiters to set the boundaries for different processes. – Segregation of processes based on Process ID. – Availability of System Preference to disable capturing of Input column (user provided data). – Output can be stored in SFS or SAN. Oracle Confidential – Restricted 21
- 22. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Application Help – Automatically generate iHelp using screen recording – No Siebel technical knowledge required – Multiple benefits • Directly captured from the UI flow • New admin UI for reduced page refreshes • Vertical designer for single page view • Preview at design time • In future, provides the opportunity to leverage ML to automatically improve the processes Oracle Confidential – Restricted 22 Ease of creation
- 23. Demo
- 24. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. |Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 24 Process insights using Siebel CRM Data Analyze Processes and User Journeys using Siebel UPT • All data • All users • All variations Input UPT Data Siebel CRM process flows derived from UPT logs • Frequency of process flow • Deviations in application click stream • Time consumed at individual step level • Variations in time consumed at every step • Abandoned flows Analyze Processes User journeys and Business Process deviations • User Training – At Individual / Group / Organization level • Application Improvements • Process Streamlining • Process Automation • Changes to Standard Operating Procedures Unlock Value Compliance, Training and Automation opportunities Oracle Confidential – Restricted
- 25. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 25 Continuous Delivery: Serial Updates • Multiple parallel codelines • Annual Innovation Packs • Incremental upgrade: IP13 - IP17 • 18-month patchsets • Single cumulative codeline • Continuous Innovation Updates • Patchsets: 17.1 – 17.6 • Updates: 18.4 onwards • No 18-month patchset cutoff • Nomenclature is Year.Month Oracle Confidential – Restricted
- 26. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Continuous Delivery 1. All future features to be delivered in Updates 2. Updates may contain features from the Statement of Direction 3. Logical naming process, related to the date of release, so an Update in April 2018 will simply be called 18.4 4. The new delivery model will begin with our 18.4 Update 5. 17.6 is the last “Patch Set” and 18.4 will be the start of “Updates”. Note that moving from 17.6 to 18.4, is simply applying an update, like a patch, this is not an upgrade Oracle Confidential – Restricted 26 Explanation of the new ‘18+ model
- 27. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Journey to Cloud
- 28. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Cloud Opportunity Move your Siebel CRM application to the Cloud Get started with Dev and Test environments. Embrace Cloud without Business Disruption Low risk adoption of Cloud technology Achieve Modern Customer Experience Leverage Siebel CRM, add CX Cloud Apps Trusted Business Partner Oracle team can help you understand Cloud 28Confidential – Oracle Restricted
- 29. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | Migrate On-Premise Siebel CRM Instances to Oracle Cloud 29 SSH Cloud Siebel InstancesOn-Premises Siebel CRM Instances Siebel Dev / Test Siebel Dev/Test Siebel ProdSiebel Prod Install images Linux → Linux Oracle DB → Oracle DB Siebel IP2017 → Siebel IP2017 Siebel IP2016 → Siebel IP2016 Customer Datacenter Oracle Cloud Migrates • Business Configuration • Business Data • Customizations • Application Patch Level Available Today Planned • Like-to-Like Migration • Release Version IP2017 and IP2018
- 30. Copyright © 2016, Oracle and/or its affiliates. All rights reserved. | DIGITAL TRANSFORMATION WITH SIEBEL CRM ON CLOUD • Oracle Financials Cloud and Oracle Fusion Incentive Compensation Cloud Service with the Siebel CRM applications running in the Cloud (IaaS) • Moving workloads to Cloud saves the company about $385,000 a year in operational costs • Paperless loan process with OPA and Documents Cloud AUTOMATIC SCALING OF SIEBEL CRM DEPLOYMENT IN THE CLOUD REDUCES OPERATING EXPENSE ORACLE PLATFORM SIEBEL CRM / CLOUD IAAS / FINANCIALS CLOUD / OPA CLOUD / DOCUMENTS CLOUD / SALES CLOUD / SOCIAL CLOUD $385k SAVINGS P.A. Confidential – Oracle Restricted 30
- 31. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Best Of Both Worlds Confidential – Oracle Internal/Restricted/Highly Restricted 31 Run the Siebel CRM you KNOW Leverage the Siebel CRM you OWN Differentiate the Siebel CRM you Configured
- 32. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | “SAAS Mobile”: Extend Siebel with Mobile in 5 Min! Mobile for Citizen Developers using MAX/MCS (like ABCS for web) ERP Cloud Service Cloud Sales Cloud 32
- 34. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Enriched Customer Buying Experience One-Stop-Shop Marketing Automation Streamlined Insight-based Sales Social-Enabled Service and Sales Comprehensive Product and Pricing Complementing Siebel with CX Cloud Leverage Siebel’s Rich Industry Data Model, Business Processes and Adaptive UI with Modern CX Cloud Oracle Sales Cloud Oracle CPQ Cloud Oracle Service Cloud Oracle Social Cloud Oracle Marketing Cloud Oracle Commerce Cloud Omni-Channel Customer Care Take Advantage of Existing Investments While Leveraging New Innovations 34
- 35. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Oracle Integration Cloud Simplify Connecting Key Features • Hub-and-spoke • Wizard-based user interface • Support both on-premise, cloud How It Works 1. Decide which apps to connect 2. Map the passing of data between them 3. Go! Oracle Integration Cloud Service (ICS) Oracle Marketing Cloud Oracle CPQ Cloud Oracle Sales Cloud Oracle Commerce Cloud Oracle Service Cloud Oracle Social Cloud 3rd Party Cloud services Oracle On-prem apps Siebel, PSFT, EBS, JDE, 3rd Party On-Premise apps Oracle Customer Experience Cloud Oracle ERP/SCM Cloud Oracle HCM Cloud 35
- 36. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | LARGEPREBUILTADAPTERLIBRARY SERVICENOW MS CALENDAR MAILCHIMP LINKEDIN GOOGLE CALENDAR GMAIL SIEBEL ORACLE DATABASE TRELLO DOCUSIGN TWITTER SUCCESSFACTORS EVENTBRITE EVERNOTE FACEBOOK EBS MS SQL SERVER AQ ORACLE UTILITIES REST FIELD SERVICE NETSUITE SALESFORCE MS MAIL SURVEYMONKEY JMS JDE ELOQUA MESSAGING SALES CLOUD MYSQL DB2 FTP SAP R/3 SOAP CONCUR COMMERCE CLOUD CPQ CLOUD RightNow ERP CLOUD RESPONSYS TWILIO ADOBE ESIGN MS CONTACTS ARIBA Confidential – Oracle Restricted 36
- 37. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 37Copyright © 2017, Oracle and/or its affiliates. All rights reserved. 37 CHALLENGES Poor utilization from sales due to UI and inflexible nature Disjointed visibility into accounts, sales, opportunities, and orders Heavily customized Siebel instances with deep integration Poor integration with their Salesforce implementation struggled to meet business requirements Schneider National Removes Salesforce & Extends Sales With Sales Cloud Improved productivity with robust Mobile Selling Tools Streamlined UI and improved utilization Real-Time Visibility across the enterprise with connected reporting
- 38. Community
- 39. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Siebel CRM Roadshow 39Oracle Confidential – Restricted MOSCOW BUCHAREST MECHELEN HONG KONG CANBERRA MELBOURNE SYDNEY LONDON BANGALORE DELHI SAN FRANCISCO UTRECHT FRANKFURT KUALA LUMPUR JAKARTA ORACLE HQ PHOENIX MUMBAI BANGKOK DUBAIATHENS TORONTO SRI LANKA AUSTIN NEW YORK Event Locations ‘16 & ‘17 LOS ANGELES CHENNAI Customer & Partner organizations attended Roadshow events 468
- 40. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | U.S.A. Los Angeles April 3rd FINLAND Helsinki April 5th S. ARABIA Riyadh May U.S.A. Dallas May 15th CZECH. REP Prague May 31st FRANCE Paris June 5th SPAIN Madrid June 7th CANADA Vancouver June 7th BRAZIL Sao Paulo June 19th CHILE Santiago June 22nd U.S.A. Washington July INDIA Delhi July 3rd RUSSIA Moscow July 11th ITALY Milan July 24th GERMANY Frankfurt July 26th MEXICO Mexico City July 17th HUNGARY Budapest August U.S.A. San Francisco October 21st HOLLAND Utrecht October 30th U.K. London November 6th CANADA Toronto November AUSTRALIA Sydney November N. ZEALAND Auckland November MALAYSIA Kuala Lumpur December INDIA Bangalore December S. AFRICA Johannesburg December Siebel CRM Grand Tour LEADING 20+ YEARS CUSTOMER SUCCESS Siebel CRM Grand Tour blogs.oracle.com/siebelcrm/siebel-crm-grand-tour Oracle Confidential – Restricted 40
- 41. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Event Outline Time Presentation Team 9.30 – 10.15 am Executive Strategy Update Strategy update, thematic Siebel CRM Transformation (Vision, Innovation, Value) Oracle 10.45 – 11.30 am Siebel CRM Innovation Latest Innovation Highlights Oracle 11.30 – 1.00 pm Customer Success Stories Customer 1.00 – 2.00 pm Lunch Oracle 2.00 – 3.00 pm Siebel CRM and Cloud – Unlocking the Potential Demo Scenario - Siebel CRM augmentation with Cloud CX Suite and Cloud Platform Oracle 3.00 – 3.30 pm CRM Strategy – Shaping the Future Customer roundtable to discuss Burning Issues and visions for CRM Oracle 1 2 3 4 5 Siebel CRM Grand Tour Oracle Confidential – Restricted 41
- 42. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Restricted 42 Product Development Sponsors Collaboration A closer, more personal and direct relationship leading to improved collaboration Product Strategy Provide customers & partners with the direct line to tell us their pain points and most wanted product features Advisory Provide customers & partners with the correct information about Siebel CRM Success Focus Build on our recent engagements to ensure customer & partner success
- 43. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | 43Oracle Confidential – Restricted OpenWorld 2018 • October 22nd - 25th • CAB event on Sunday 21st October • Call for Speakers is open, please let us know if you are interested to present
- 44. Copyright © 2018, Oracle and/or its affiliates. All rights reserved. | Oracle Customer Connect Oracle Confidential – Restricted 44 customerconnect.oracle.com