2. Creating Meaningful Customer Experience to Beat the Competition
CAS5745
This is a Title Slide with Picture and Logo slide ideal for including a partner or product logo with a brief title, subtitle and presenter information.
To Replace the LOGO on this sample slide:
Right-click the sample LOGO and choose Change Picture. Navigate to the location where the new logo is stored, select desired logo file and click on the Open button to replace the sample logo.
The Presented with FPO logo placeholder box can be copy and paste to any of the Title Slides.
Itti Jindani, Sleep Number
Marcus Hakala, Finnish Police
Sonia Wadhwa, Oracle
October 23, 2018
Presented with
Confidential – Oracle Internal/Restricted/Highly Restricted

3. 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, timing, and pricing of any features or functionality described for Oracle’s products may change and remains at the sole discretion of Oracle Corporation.
Confidential – Oracle Internal/Restricted/Highly Restricted

4. Itti Jindani Sr Development Manager
Speakers
Itti Jindani Sr Development Manager
Scott Meyers
GM North America
Marcus Hakala
System Architect
Sonia Wadhwa
Sr Director

5. Modernizing sales experience with Siebel CRM
Sleep Number
Modernizing sales experience with Siebel CRM

6. Today’s Agenda Introduction About Sleep Number Siebel Overview
Innovation Drivers
innovacx
Engagement
Project Overview
Outcomes
Q & A

7. ABOUT US ITTI JINDANI HUNTER SAKLAD CRAIG BENSON SCOTT MEYERS
Sr. App Development Mgr.
SVP & CIO
Sales Operations Director
GM North America
SLEEP NUMBER
1001 3rd Ave S Minneapolis MN
SLEEP NUMBER® setting: 45
SLEEP NUMBER
1001 3rd Ave S Minneapolis MN
SLEEP NUMBER® setting: 55
SLEEP NUMBER
1001 3rd Ave S Minneapolis MN
SLEEP NUMBER® setting: 35
innovacx Solutions Inc.
5215 Ashley Way, San Jose CA
SLEEP NUMBER® setting: 40

8. Sleep Number Mission Vision Over 11 million lives improved
Improve lives by individualizing sleep experiences
Become one of the world’s most beloved brands by delivering an unparalleled sleep experience
Over 11 million lives improved
Providing the connection between better quality sleep and wellbeing
Over 560 retail stores in all 50 states
Online via sleepnumber.com

9. Sleep Number – Siebel CRM
Vertically integrated company with end-to-end focus on customer
Customer
Service
Contact creation
Sales Professionals
Service Professionals
Web Site
Lead Generation Bureaus
Sales Order
Service Orders
Service Requests
Product Support
Home Delivery Scheduling
Marketing
Order Creation
Sales Professionals
Service professionals
Web Site
Campaign
Segmentation
Loyalty
Rewards
Certificates

10. Customers and Users as the focus of experience
Innovation Drivers
Customers and Users as the focus of experience
Reduce Average Order Entry Time
Modernize UI/UX
Contact Creation
Customizing the product
Financing
Responsive Design
Modern Look & Feel
Streamline Order Process
Consolidate Functions
Reducing process steps and clicks
Access to information in context
Payments
Financing

11. Partnership for the long haul
innovacx Engagement
Partnership for the long haul
Partner Search
Rapid POC
Scope POC
Project Launch
Approached multiple vendors with modernization vision
Decided on the POC approach with innovacx before making final vendor selection
In collaboration with Sleep Number business partners, decided to do POC on Product Configurator
Based on the success of the POC, pursued on going engagement with innovacx

12. Project Overview and Approach
Involvement from all stakeholders
Business Driven
UX Design Led Approach 1 2
Business involvement at all levels from start to finish
Multiple prototypes to narrow down to optimal UX
Scope
Timeline
Constrained the scope to Customer and Sales Order Process 3 4
6-8 months of engagement
Collaborative scope alignment
Resourcing
Combination of on-site and offshore resources 5

13. Success and Business Outcomes
Making a difference
Improved Experience
Reduction in Training
Mobile Friendly
Reduction in screen transitions, number of clicks
Modern look & feel requires less training
Take sales process to where the customer is – On the sales floor

14. Before and After
Contact search

15. Before and After
Customer 360

16. Before and After
Product Catalog

17. Before and After
Order Payments

18. Computer Telephony Interface (CTI)
Before and After
Computer Telephony Interface (CTI)

19. Vitja – Finnish Police Case Management system
OOW2018
Markus Hakala
System Architect
National Police Board Finland

20. About Vitja
Vitja project is about to renew technical platform for case management and functional processes in crime combating area at Finnish police and other authorities
Involving parties: Police (user), Boarder Guard (user), Customs(user), Military forces and Justice Department (integration, user)
Goal is to create unified electronical crime combating chain (Vitja) of processes between involving parties
Vitja is a CRM system with strong twist of task handling
24/7 availability, strict access and visibility rules
Vitja is mostly about cultural change therefore Vitja is Finnish Police Operational Development Program

21. Vitja Numbers ~19000 users, 25% of all officials in Finland
Case types
Some yearly based examples
Preliminary investigation reported, lead to further investigation (per year)
Intelligence cases (new case type, estimate)
Arrest cases based on Public Law and Order
33000 Arrests based on Criminal Investigation
77000 cases, co-operation between authorities
Estimate for gained cost-benefits by changing operational model, adding automation, implementing integrations and consolidating systems is estimated to be around 200 M€ by year 2025

22. Technologies Used Solution relies heavily on Oracle’s products
Case management
Oracle Siebel CRM, version – updated to 18.X near future
Other technologies
Oracle Policy automation – business rules for case metadata, deletion rules, visibility groups…
Oracle Web Center Content – Storing and managing additional un structured content files, pictures etc.
Oracle Business Intelligence Enterprise Edition – Basic Reports print outs, Statistical analysis…
Oracle Data Integrator – ETL tool targeted mainly for analysis and some integrations (patch and files)
WCC Smart Search and Match – Elise – to full search capabilities
Oracle databases

23. Next Steps
Responsibilities in main Vitja application components

24. Vitja Core Ideology
Concept model for Vitja system and architectural choice for all new systems taken into use Finnish Police

25. Vitja/Police High Level Architecture
WCC
OBI EE
OPA
Elise search
System 1
System 2
System 3
Shared services
Other systems

26. New Feature Consideration - ODI
Under implementation
Vitja DB
Disaster recovery site
Active Data Guard
ODI
Extract, Transform, Load
Shared service in Police
Datawarehouse
Operational Database cluster
APP
Analyzing Tools
and applications

27. New Feature Considerations - Custom UI
High level, reference architecture for UI solution, using Vue.js framework and Siebel Rest API functionalities
REST API
Messaging
Integration services Messaging
Application
Services
Authorization
Integration
Presentation Layer
Application/Business Logic Layer
UI Application

28. Vitja Project Status First release go-live Next release
Engine core functions implemented
Supports Police's and Customs renewed Intelligence processes, around users
First step towards consolidation, New integrations between key systems -> more efficient user processes, less time spent with computer, more information available for officers at field
Getting rid of temporary registers used for intelligence operations
Next release
Definition phase nearly completed
Main Business processes to be implemented: Pre-Investigation, Coersive measures, Technical investigation, Jail and Inventory management, Warrants, International co-operation
Business objects gained: consolidation

29. Why Siebel Siebel Provides Challenges
OOT support for our concept model
Flexible OOT data model
Very good stability in production
Challenges
Development requires efforts if customization is needed
Competence challenge, multivendor environment
Siebel IP17 onwards has some solutions for this
Upgrade process is heavy
Our environments
Availability rules 24/7
Patch upgrade path as Oracle presented is supposed to be key solution for reducing time

30. Our Goal is to keep Finnish Police Goal at the #1 spot

31. Itti Jindani Sr Development Manager
Questions?
Itti Jindani Sr Development Manager
Scott Meyers
GM North America
Marcus Hakala
System Architect
Sonia Wadhwa
Sr Director

32. Key Takeaways
Siebel CRM forms the backbone for achieving operating efficiencies
Siebel CRM is agile; helps organizations innovate faster
Siebel CRM is reliable to run modern businesses
Unified electronic crime combating chain of processes (Vitja) for Finnish Police.
Cost-benefits of 200 M€ / year by the year 2025 through automation, integrations and operating model change
Improved experience with modern look & feel, requiring less training
Copyright © 2018, Oracle and/or its affiliates. All rights reserved.

33. Siebel CRM OpenWorld Sessions
Day
Time
Session #
Description
Location
Monday
PRM4277
Siebel CRM Strategy and Roadmap for Digital Transformation
Moscone West
PRO5748
Exciting Innovations in Siebel CRM to Enhance Agility and User Experience
Moscone West – 3001A
CAS5743
Siebel CRM Customer Leadership Panel
Tuesday
CAS5745
Creating Meaningful Customer Experiences to Beat the Competition
Moscone West 3001A
Wednesday
CAS5749
The Art of the Possible - Create your own UX with Open UI
TIP4394
Upgrading and Maintaining Siebel CRM in the Cloud or On-Premises
Thursday
CAS5750
Achieving Modern Agility and Continuous Delivery for Enterprise CRM
CAS5751
Gaining Industry Advantages with Siebel CRM Innovations
PRO5726
Enterprise Agility with the Siebel CRM Continuous Release Model
Oracle Confidential – Restricted