Safe Harbor Statement

Transcription

1

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 s products remains at the sole discretion of. 5

3 CX Strategy Overview 7

4 social mobile y-gen Customers have CHANGED self discovery buying learning targets choice value expectation information 8

5 Customer Experience Complete Customer Experience Platform Marketing Sales CPQ Commerce Service Social Siebel CRM Integrated Customer Experience Foundation Social Network Mobile MDM & DQ Integrations Analytic KPIs & Dashboards Predictive Analytics 9

6 CX Portfolio Delivers Cloud Solutions that Augment Siebel Marketing Commerce Sales & CPQ Service Social Digital Marketing Dynamic Content Digital Body Language Campaign Orchestration Personalized ecommerce Web Content Management Faceted Search and Navigation Sales Performance Mgmt Mobile Analytics Social Collaboration Configure, Price and Quote Online Channel Support Guided Self Assistance Frequently Ask Questions Context Driven Knowledge Social Marketing Social Lead Generation Social Monitoring and Engagement Siebel CRM 10

7 CX Cloud adoption with Siebel 11

8 Complete Solutions, Complete Choice You decide what. You decide how. You decide when. Upgrade Augment Migrate Adopt Industry Innovations Stay on the Innovation Pack path and get monthly patch sets and annual releases Augment with New Capabilities of CX Leverage CX Cloud from Siebel CRM to enhance your deployment Migrate to the cloud if and when you are ready Incremental transformation to CX Cloud as your business demands 12

9 How to Approach Cloud Transformation Marketing Sales CPQ Commerce Service Social Social Network Siebel CRM Integrated Customer Experience Foundation Analytic KPIs & Mobile MDM & DQ Integrations Dashboards Predictive Analytics Focused Augmentation Address specific CX pain points by augmenting existing processes using best of breed Cloud CX capabilities. Minimal impact, Quick wins. Process Transformation Transform specific end to end processes by replacing them or augmenting them with Cloud CX solutions. Medium impact, Short term wins. Siebel and CX Coexistence Embrace cloud solutions when you are ready. Siebel and the Cloud CX suite are complementary. Incremental Strategy, Long term. 13

10 Customers are Supplementing Siebel with Cloud Capabilities Siebel Rich industry model Master of customer information Agents capture and resolve Service Requests Mobile Field Service for Technicians in Connected and Disconnected mode Retains investment in your highly customized backbone Integrated with back-end systems Retains investment and integrations across the enterprise applications Cloud SaaS offering for quick deployment and reduced maintenance costs Modern user experience presented on tablet and mobile Complete, modern multi-channel customer service Advanced, easy to use knowledge management Agile cloud upgrades Pre-integrated CX Cloud (sales, marketing, service and CPQ) Take Advantage of Existing Investments While Leveraging New Innovations 14

11 Key Packaged CX Integrations Commerce CRMOD Siebel Social Cloud to... Marketing Cloud. Sales Cloud. Service Cloud. Marketing Cloud to Sales Cloud Social Cloud CRMOD Siebel Commerce Siebel EBS OTBI-E Service Cloud to.... Sales Cloud. Social Cloud. OSN. Integrated Sales Cloud to Marketing Cloud CPQ Cloud Service Cloud Social Cloud OSN CRMOD Siebel EBS JDE Siebel. OTBI. Commerce to Service Cloud. CPQ Cloud. Social Cloud. CPQ Cloud to Sales Cloud CRMOD Commerce EBS OTBI-E Available Today Roadmap 15

12 Siebel and Service Cloud Omni-channel Service in the Cloud Integration Overview Value Service Cloud complements s Siebel Contact Center and Service Provides an innovative expansion/augmentation strategy for existing Siebel customers Hosted solution, fully scalable, minimize implementation costs/time, speed to delivery Support for all channels of your business All features configurable by business analyst Capabilities Siebel Service augmented with Service Cloud Customer Portal for Customer Self Service, Contact Center and Knowledge Management Customers can quickly contact agents via chat, , and click-to-call, SRs created in Siebel from Self Service Ability to utilize the Smart Assistant knowledge functionality within Service Cloud Customer portal 16

13 Siebel and Service Cloud Market Leading Self-Service + Assisted Service Contact Center Self-Service Siebel Call Center Customer Portal Service Cloud Search Guided Resolution Tech Support Customer Care Warranty Mgmt. Field Service Customer Master Product Catalog Mobile Self- Service Ask a Question & Smart Assistant Virtual Agent Incident & Warranty Status Proactive Chat Product Registration Depot Repair Service Cloud Contact Center Knowledge Management Chat Customer Middleware Orders Contracts Billing Self-Service Community CP Widget Syndication Custom Apps & Integrations Click2Call Social Agents SMS Agents Voice Overflow ERP BI 17

14 Siebel and Sales Cloud Modern Sales and Cloud flexibility Integration Overview Value Enables sales reps to leverage easy to use mobile applications for managing customers and opportunities within Sales Cloud Simplifies quoting and reduces duplicate entry for sales reps managing opportunities that require quotes Provides real-time insight into quota and forecasting analytics across business divisions and sales channels Leverages existing investment in Siebel CPQ functionality and backend integrations while allowing for modern, agile and mobile SFA from Sales Cloud Capabilities Synchronized accounts/contacts, opportunities and activities between Sales Cloud and Siebel One-click entry from opportunities to downstream quotes with customer and opportunity line item information prepopulated into the quote Customer 360 view with visibility into sales/service activities & quoting history 18

15 Siebel and Sales Cloud Modern Sales and Cloud flexibility Sales Cloud Create a Quote from Opportunities Integration Overview Account Management: Account, Contact, Opportunity and Activity real-time synchronization (from Sales Cloud to Siebel) Opportunity to Configure, Price, Quote: Punch-out from Sales Cloud customer center and opportunities into Siebel quotes. Batch import of Siebel products into Sales Cloud products. Siebel CRM Sales Cloud Accounts Contacts Activities Opportunities Products Data Sync Siebel Accounts Contacts Activities Opportunities Products 19

16 Sales Cloud Enhancements Siebel integration with Sales Cloud Siebel integration continually evolving for features in OSC R8 and R9, R9.2 No manual configuration required More objects synchronized (bi-directional) in real-time Account, Contact, Activities, Opportunity Synchronization Sales Opportunities Generated from Contract Renewals Create a Quote from Opportunities with Forecast Visibility Product Mapping Employee/Position Import View Service Requests View Quotes from Mobile Device 45

17 Siebel and Marketing Cloud Leverage the Synergy with Cloud insights Integration Overview Value One stop shop for Marketing Automation Design & execute cross channel campaigns - , mobile, social media 360 degree view of the customer Enterprise CRM [Customer Master] Capabilities Bridge the gap between marketing and sales Increase customer experience by targeted, dynamic messaging across channel Accelerate sales effectiveness by moving scored leads down the funnel with lead nurturing Boosts demand generation efficiency & effectiveness Unlock marketing resources and reduce marketing spend 20

18 Siebel and Commerce Cloud Enrich Siebel Commerce with Cloud functionality Integration Overview Value Provide the ability to offer configurable products, rules based bundles on the web or mobile channels Allow customers to view promotions based on the assets they own Offer customers the ability to upgrade, downgrade or modify assets (ABO) Capabilities Synchronization of product catalog from Siebel to Commerce Integrated Configuration, dynamic pricing and Bundled promotions Submit Orders from Commerce to Siebel Asset Based Ordering 21

19 Siebel and Social Cloud Social Customer Service and Social Marketing Integration Overview Value Easily route and respond to customer service issues from social networks within existing customer support platform Create Social Marketing Campaigns and link to Siebel Marketing Push leads generated from Social into Siebel Capabilities Escalate service-related social messages from Social Engagement & Monitoring (SEM) into Siebel Call Center Automatically route to appropriate agent for response Monitor social for follow-up comments Create Social Marketing campaigns and Facebook pages to capture social lead generation 22

20 Integration Cloud Service Siebel and Cloud Integration simplified to compliment your IT strategy Simplified integration for Siebel with Integration Cloud Services Faster Time to Integrate Point, click and activate Pre-built Integrations from the Cloud Marketplace for SaaS and On- Premise integrations, or customize for your business needs 23