From 2011 Oracle Open Word. Were you there?Drive User Adoption And Productivity Using Crm Within Microsoft Outlook

1. 1 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

2. Drive User Adoption and Productivity
Using CRM within Microsoft Outlook
Brian Kelly
2 Senior Principal Product Manager
Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

3. 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 © 2011, Oracle and/or its affiliates. All rights reserved.

4. Program Agenda
• The Business Problem
• Three CRM Products: One Solution
• Product Demonstration
• Feature Discussion
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5. The Business Problem
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6. Successful CRM
• The success of CRM relies on visibility into customer
interactions
– Tracks the interactive and self-service channels
– Preserved across employee role changes and turnover
– Addresses all aspects of the business
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7. Why it Does Not Work…
• Additional system beyond what users already use
• Two calendars, task lists, and address books
– Duplicate data entry
– Incomplete data entry
• Does not accommodate mobile device users
• Data needed in a disconnected mode
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8. Three CRM Products…. One Solution
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9. Three Server Platforms, One Client Solution
• Single solution supports all Oracle CRM platforms
– Siebel CRM
– Oracle CRM OnDemand
– Fusion CRM
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10. CRM Desktop
• Embed CRM data in desktop
applications
• Unified calendar, tasks, and
contacts
• Provide offline access to CRM
data
• Enforce business rules for data
entry
• Increase user adoption
• Minimize training costs
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11. Product Demonstration
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12. Feature Discussion
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13. Basic Architecture
• Outlook Plug-in
• Local data storage
– Native Outlook message store
– High performance
– Available offline
• Web-service based sync
– Leverages existing, native features
– Straightforward network requirement
13 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

14. Melding Instead of Integration
Personal and business
• CRM Desktop extends the native contacts in a single list
provides single
interface address book for the
end user
– Simplifies training
– Improves adoption
Custom CRM objects in
same folder structure
as native objects
14 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

15. Extendibility
• Metadata-based customization
• Custom objects, fields, validation rules, pick lists, …
• Server-side distribution minimizes deployment effort
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16. Globalization
• Supports all languages supported by the Oracle platform
• Symbolic string-driven translations
• Auto-detects Outlook language and presents UI
accordingly
• Respects system settings for currency, date format, etc.
16 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

17. Flexible Synchronization Model
• Two sync choices
– Local sync
– Full sync
• Bi-directional sync
• Respects user filters
Kick-off Local sync
manually, similar to
Full sync
17 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

18. Local Sync vs. Full Sync
• Benefits
– High-performance
Schedule automatic
• Local sync, similar to
Full sync
– Benefits
High-performance
– Scalability
•
Best practice
– Run Local sync multiple times a day as
you make updates
– Run Full sync only when you need the
latest updates from the server, typically
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19. Customer Case Study
Pella
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20. CRM
Desktop
Pella’s
ini2al
look
at
the
CRM
on
Demand
Desktop
product

21. Agenda
• Pella
Business
Drivers
• Progress
• Early
Learning

22. Business
drivers
• Expand
the
reach
of
CRM
• Simplify
interac2on
with
CRM
• Improve
access
to
CRM
informa2on

23. Progress
• Installed
in
Development
Environment
• Demo
to
Subset
of
Users
• SuperUsers
Tes2ng

24. Early
Learning
• Easy
to
setup
and
install
out
of
the
box
• Familiar
interface
encourages
quick
adop2on
• Capable
of
package
customiza2on
-­‐
steep
learning
curve
• Intui2ve
deployment
of
package
updates
• Different
toolset
to
maintain
Pella
fields
and
layouts

25. Quotes
From
Business
Users…
• Can
easily
decide
to
add
Outlook
emails
and
Ac2vi2es
to
CRM
-­‐
Seems
Seamless
• Offline
capability
is
preRy
great
• Far
superior
to
PIM
Sync

26. What’s
Next
• Model
sales
process
to
determine
when
and
how
to
use
CRM
Desktop
• Con2nue
to
define
our
mobile
strategy

27. Q&A
27 Copyright © 2011, Oracle and/or its affiliates. All rights reserved.

28. CRM at Open World
• Attend one of our Sessions
– 90+ sessions in the CRM Track
– Most in Moscone West, Room 2003-2012
• Register for CRM Reception for Senior Executives
– Tuesday night, 6:00 – 8:00 PM, Howard Street Tent
– Tickets at Pavilion Booth #3837, Moscone West, Level 1 Exhibit Hall
• Visit the CRM Pavilion and Live Demos in DEMOgrounds
– Booth #3837 and Aisle 3800 section Moscone West, Level 1 Exhibit Hall
• Meet CRM experts in the Oracle CRM Lounge
– Moscone West, 2nd Floor Apps Lounge
– Monday-Wednesday, 10:00 am – 6:00 pm; Thursday, 9:00 am – 4:00 pm
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29. Stay Connected…
Read
blogs.oracle.com/CRM
The
image
cannot
Watch youtube.com/OracleCRM
be
displaye
d. Your
comput
Follow
twitter.com/OracleCRM
Join
facebook.com/OracleCRM
Learn
oracle.com/CRM
Community http://communities.oracle.com
Use and Follow #OOW11CRM for LIVE UPDATES during the conference
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