Insert Picture Here Oracle CRM Options For EBS

<Insert Picture Here> Oracle CRM Options For EBS Users Paul Weller Sales Consulting Manager, Oracle Corporation

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Agenda • What is CRM • Options for existing EBS users • EBS CRM • Siebel Enterprise • CRM On. Demand • Integration • AIA • PIP’s • Foundation Pack • Conclusion

What is CRM? If in doubt, ask Wikipedia. Customer relationship management (CRM) consists of the processes a company uses to track and organize its contacts with its current and prospective customers. CRM software is used to support these processes; the software system can be accessed, and information about customers and customer interactions can be entered, stored and accessed by employees in different company departments. Typical CRM goals are to improve services provided to customers, and to use customer contact information for targeted marketing. Wikipedia, 1/18/2009 Marketing/ Loyalty Incentive Comp SFA Call Center PRM Order Mgmt Field Service e. Billing Self Service

The Oracle CRM Advantage CRM Leadership • Complete Industry CRM OD OP HYBRID Telecommunications Innovation • Deployment Flexibility • Modules Built to Work Together • Integrated CRM MRM Real Time Decisions Banking Sales Order Mgmt PRM Insurance Public Sector Contact Center High Tech e. Service Results MDM Retail e. Commerce Field Service Business Intelligence SCM ERP • Proven CRM … 4000+ Customers … 5 Million Live Users … 125 Million Self-Service Users Loyalty Financial Services FUSION MIDDLEWARE APPLICATIONS INTEGRATION ARCHITECTURE

Oracle: Complete CRM Social CRM Applications Rapid Time to Market, User. Adaptive CRM Mobile CRM Applications Siebel CRM On Demand Siebel CRM Oracle EBS CRM People. Soft CRM JDE E 1 Complete, Business. Adaptive CRM for Every User, Industry Oracle Application Integration Architecture ORACLE FUSION MIDDLEWARE Standards Based Architecture for Lower TCO

Solutions For EBS Customers Generalization is unwise but… EBS CRM • Strong Service Offering, including Field Service & Depot Repair. • Good Online Presence in i. Store • Limited Integration required. Siebel Enterprise CRM On. Demand • Sophisticated Robust Market • Simple Saa. S delivered leader • Industry Functionality • Strength across all aspects of CRM • Ultimately flexible, metadata driven configuration environment. solution. • Rapid deployment. • Saa. S Benefits: • No Hardware or software • Fully Managed • OOTB Integration to EBS

Oracle Customer Service Products Develop Contracts Market Projects HR Finance Sell Customers, Procure Service Make Fulfill • i. Support Service Foundation Assisted Service • • • Tele. Service Adv Inbound Adv Outbound Scripting e. Mail Center Onsite Service • • • Depot Repair Field Service Adv Scheduler Mobile Field Svc Spares Mgmt • Service Contracts • E-Business Intelligence Plan Products, … Maintain Self. Service Order Suppliers,

Siebel CRM On Demand Release 15 • Message Center • Sticky Notes • Custom • • Dashboards Widgets RSS Feeds Action Bar enhancements PDA Sales Assistant

Announcing Siebel 8. 1. 1 Complete CRM Self-Service • Comprehensive E- Commerce solution • Enhanced online customer self-service solution • Uses Fusion Middleware for flexible architecture Customer Loyalty • Complete loyalty management solution • Personalized, relevant customer promotions • Comprehensive point promotion and redemption Deep Industry • Communications ECommerce • Public Sector online case management applications • Retail & Airline loyalty management

Oracle’s Commitment to Customers Applications Unlimited Siebel 8. 0 • 10 New Products • 366 Enhancements Oracle E-Business Suite 12 • 18 New Products • 2443 Enhancements` People. Soft 9. 0 • 2 New Products • 1478 Enhancements JD Edwards Enterprise. One 8. 12 • 5 New Products • 291 Enhancements JD Edwards World A 9. 1 • 4 New Products • 1297 Enhancements

Many IT Priorities: Application Integration, System Consolidation and Enhancing Processes at the Top “State of the CIO 2008” survey 32% “IT’s Top Technology Priorities for 2008” Of companies with revenues over $1 billion say standardizing and consolidating their IT infrastructure is a top technology priority—more than any other.

Most Companies Struggle with Integrations and Linking Business Processes across Systems Telco Hi-Tech Fin. Serv

Oracle Integration Packs Pre-built, Sustainable, Best-of-Breed Integrations Using AIA üPre-built integrations Front Office Applications enable rapid time to value üOrchestrated flows deliver end to end visibility across your Oracle Applications üCommon object model and extension framework enable upgrades Siebel CRM On Demand Siebel CRM Call Center Other… Pre-built Sustainable Integrations Opportunity to Quote Order to Cash üProductized integrations Account Origination with Core Banking Adverse Event Reporting Others… E-Business Suite Other… reduce maintenance costs üVirtual suite with much richer functionality E-Business Suite i-flex Back Office Applications

Oracle Application Integration Architecture Connecting People, Processes & Information across the Enterprise A comprehensive, open, standards-based integration platform that process-enables the entire value chain ü Faster, cheaper, easier Front Office Applications CRM e. Store Custom Portals Self Service Business Processes People Supply Chain ERP Legacy Analytics integration of core processes Hosted B 2 B Service Providers Back Office Applications Other Information ü Reduced integration risk Custom ü Improved adaptability of business processes

AIA Process Integration Packs Deliver Prebuilt, Sustainable Integrations across Oracle Applications Customer Value: üFast time to value üRicher functionality üLess risk, lower maintenance costs Features: üParticipating apps & enhancements üPredefined process flows üExtensible framework üDeployment methodology and more… Ideal for: • Adding new Oracle applications • Enhancing existing application functionality • Extending a business process • Adopting SOA / Fusion Applications • Simplifying enterprise-wide integration

Rapidly Implement Core Processes Deliver Greater Operational Productivity and Transparency Business Benefits IT Benefits ü Richer functionality ü Faster time to value than building yourself ü Quick and detailed customer information ü More reliable and less risky ü Extensible and upgradeable to protect ü Faster process execution; less errors ü Increased individual and corporate efficiency customizations to end-points and processes ü Easier to optimize and evolve Siebel CRM Integration Pack for Oracle E-Business Suite Order Management Integrated Order to Cash Process Sales: • Cust Svc Reps • Inside Sales Customer Relationship Management Oracle E-Business Suite Create Quote/Order Siebel Synchronize customer Configure Product Check Availability Payment Pricing Application Integration Architecture Process Integration Pack Order Management System

EBS CRMOD Process Integration Pack PIP delivers Opportunity-to-Quote BP Which Enables larger Business Processes Oppty / Lead Mgmt Account Mgmt Quote Capture Order Fulfillment AR / Financials Applications Integration Architecture (AIA) Fusion Middleware EBS | CRM On Demand Combines the ease of use and rapid deployment of Siebel CRM On Demand with the power of Oracle E-Business Suite 18

CRM On. Demand – EBS PIP delivers Opportunity-to-Quote BP Which Enables larger Business Processes Oppty / Lead Mgmt Account Mgmt Oracle Quoting Quote Capture Configurator Order Fulfillment AR / Financials Advanced Pricing Proposals Sales Contracts Applications Integration Architecture (AIA) Fusion Middleware i. Store EBS | CRM On Demand Combines the ease of use and rapid deployment of Siebel CRM On Demand with the power of Oracle E-Business Suite 19

Address Complex Integration Challenges with AIA Foundation Packs SOA Reference Architecture SOA Programming Model Enterprise Business Services SOA Governance Oracle Differentiator: Application independent approach to building any-to-any integrations ü Speeds time to value ü Reduces risk and improves productivity ü Facilitates move from EAI/P 2 P integrations ü Ensures control and visibility throughout your business process lifecycle

Why AIA Foundation Pack is Different Service Oriented Reference Architecture • Open & nonproprietary • Includes both content and technology Service Oriented Programming Model • Based on Oracle best practices • Rationalized against Best in Class applications Enterprise Business Services Library • Prebuilt and standards-based • Application Independent SOA Governance • Includes methodology and tools • Interoperable with Partners Evolve to an Enterprise Architecture Leveraging What You Have Oracle’s own implementation of SOA Quicker Assembly and Extension of Processes Standardized Building Blocks for Interoperability & Reusability End to End Lifecycle Consistency and Predictability

Integrated CRM: Campaign to Cash End-to-End Customer Centricity Campaign Mgmt. Lead Mgmt. Account/ Opportunity Mgmt. Order Capture Order Fulfillment AR/ Financials Oracle Application Integration Architecture (AIA) ORACLE FUSION MIDDLEWARE

<Insert Picture Here> Dominic Martinelli VP of IT, Rackable Systems “The combination of CRM On Demand, AIA, and our EBusiness Suite package has helped Rackable Systems keep IT costs under control… [AIA] has allowed Rackable Systems to have a much smaller team than would be required if we had islands of applications with different experts in each area. ” 23

Available AIA Process Integration Packs Enabling… Cross Industry Process Integration Packs Siebel CRM On Demand Integration Pack for Oracle E-Business Suite* ►Opportunity to Quote Siebel CRM Integration Pack for Oracle EBS Order Management: Order to Cash* ►Order to Cash Siebel CRM Integration Pack for Trade Promotion Management* ►Trade Promotion Management Industry Process Integration Packs Enabling… Siebel CRM Integration Pack for Oracle Comms Billing and Revenue Management: Order to Bill** ►Comms Order to Bill Siebel CRM Integration Pack for Oracle Comms Billing & Revenue Management: Agent Assisted Billing Care** ►Comms Customer care Oracle Comms Billing and Revenue Management Integration Pack for Oracle E-Business Suite: Revenue Accounting** ►Comms Revenue Accounting Siebel Life Sciences Integration for Oracle Adverse Event Reporting System ►Life Sci. Adverse Event Reporting Siebel CRM Integration Pack for i-flex FLEXCUBE Account Originations*** ►Banking Account Originations Siebel CRM Integration Pack for Banking Account Originations ►Banking Account Originations *Siebel 7. 8 / Oracle E-Business Suite 11. 5. 10 ***i-flex FLEXCUBE UBS V. UM 7. 2. 0 **Comms versions: Siebel 7. 8. 2 / Oracle E-Business Suite Financials 11. 5. 10 / Billing and Revenue Management 7. 3. 1 24

Planned FY 09 AIA Process Integration Packs Horizontal Cross Industry PIPs Enabling… Siebel CRM SIA (8. 0) for EBS Order Mgt (11. 5. 10) ►Order to Cash Siebel CRM (8. 1) for EBS Order Management (12. 1) ►Order to Cash Siebel UCM (8. 1) for Oracle EBS (11. 5. 10), Siebel CRM SIA (8. 0) ►MDM (Customer) Integration PIM (12. 1) for EBS (11. 5. 10) and Siebel CRM SIA (8. 0) ►MDM (Product) Integration Agile PLM (9. 2. 2. 4) to EBS (11. 5. 10) ►Design to Release Agile PLM (9. 2. 2. 4) to EBS (12. 1) ►Design to Release AIA for SAP PIPs* Enabling… Siebel CRM to SAP* ►Order to Cash Agile to SAP* ►Design to Release Saa. S PIPs Enabling… Oracle CRM On Demand for Siebel CRM (7. 8. 2 HOR) ►Customer Synchronization (Direct Int. ) Oracle CRM On Demand for JD Edwards E 1 (2. 3) ►Opportunity to Order Oracle CRM On Demand for SAP* ►Opportunity to Order * Subject to Oracle Senior Management Approval Above timeframes are target dates only and subject to change at any time. 25

Roadmap: Planned FY 09 Process Integration Packs Industry PIPs Enabling… Communications: Comms 2. 0. 1 (Siebel 8. 0/8. 1; Nested Service Bundle feature) ►Order to Bill / Agent Assisted / Fin. Consolidation Comms 2. 4, includes OSM ►Order to Activate Comms 2. 5, includes PIM ►Product MDM (FY 10) Retail: Oracle Retail Integration (RMS 2. 3) to PSFT (9. 0) ►Financial Controls for Retail Siebel CRM Loyalty (8. 1) to Retail Stores ►Customer Loyalty Management Product Data Hub Integration Pack for Retail Product Lifecycle Mgt ►Retail PIM Integration (FY 10) Logistics Service Providers: Fleet Management 1 (OTM 6. 0, SEBL 8. 0) ►Quote and Order Management Fleet Management 2 (EBS 12. 1, OTM 6. 0) ►Driver Management Fleet Management 3 (EBS 12. 1, OTM 6. 0) ►Settlement and Financial Management Utilities: ►Order to Billing AIA for Utilities Banking: EBS Financial Service Accounting Hub (12. 1) for People. Soft GL (9. x) ►Account Consolidation Above timeframes are target dates only and subject to change at any time. 26

FY 09 Available and Planned AIA Foundation Packs Horizontal & Industry Versions Foundation Pack 2. 0. 1 Released February 2008 Foundation Pack 2. 1 Released June 2008 Foundation Pack 2. 2. 1 Planned for FY 09 Foundation Pack 2. 3 Planned for FY 09 Foundation Pack 2. 4 Features… Core Common Objects and Services Business Service Repository, Management Utilities NEW Enterprise Objects & Services Extension Templates / Sample Patterns Enhanced Repository and Utilities Industry Foundation Packs Utilities and Insurance NEW Enterprise Objects and Services BEA uptake Planned for FY 09 NEW Enterprise Objects & Services HCM, horizontal objects from Retail & LSP Foundation Pack 2. 5 NEW Enterprise Objects & Services Planned for FY 10 Foundation Pack 3. 0 TBD Oracle 11 g Service Component Assembly Composite Application Framework Above timeframes are target dates only and subject to change at any time. 27

Conclusion • EBS Customers have three primary CRM options • EBS CRM • Siebel Enterprise • CRM On. Demand • Consultation with Oracle is urged to find best solution • Use of Oracle AIA to provide OOTB integration • Provides end business processes • Drive cost and risk out of implementation • Use of PIP’s or Foundation Packs provide flexibility 28

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