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Copyright © Oracle Corporation, 2003. All rights reserved. Oracle Sales and Service Key Product Highlights Releases 11.5.8 - 11.5.10.

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Presentation on theme: "Copyright © Oracle Corporation, 2003. All rights reserved. Oracle Sales and Service Key Product Highlights Releases 11.5.8 - 11.5.10."— Presentation transcript:

1 Copyright © Oracle Corporation, 2003. All rights reserved. Oracle Sales and Service Key Product Highlights Releases 11.5.8 - 11.5.10

2 Copyright © Oracle Corporation, 2003. All rights reserved. Oracle Sales Key Product Highlights 11.5.8 – 11.5.10

3 1-3 Copyright © Oracle Corporation, 2003. All rights reserved. Key New or Changed Features in 11.5.8 (Subset) Quoting - iStore Integration Quote Approvals Processing Sales Offline Outlook and Palm Synchronization Forecast by Product Category and Opportunity SALES – 11.5.8

4 1-4 Copyright © Oracle Corporation, 2003. All rights reserved. Benefits Increase sales by collaborating with customers across channels Enforce business and pricing rules Increase Sales Rep Productivity Increase Forecast Accuracy SALES – 11.5.8

5 1-5 Copyright © Oracle Corporation, 2003. All rights reserved. Sales Intelligence 11.5.8 Web Publish Quotes

6 1-6 Copyright © Oracle Corporation, 2003. All rights reserved. Sales Intelligence 11.5.8 Web Publish Quotes

7 1-7 Copyright © Oracle Corporation, 2003. All rights reserved. Sales Intelligence 11.5.8 Sales Offline

8 1-8 Copyright © Oracle Corporation, 2003. All rights reserved. New or Changed Features in 11.5.9 (Subset) Proposals Mobile Quoting TeleSales Quick Order Entry Single Administrator UI for Web Store Oracle Content Manager SALES – 11.5.9

9 1-9 Copyright © Oracle Corporation, 2003. All rights reserved. Benefits Create consistent content and messages; personalize with merged data from applications. Sales reps can produce accurate quotes offline with full product and pricing information. Increased efficiency for TeleSales users creating quotes and orders. Simple and powerful UI for creating and managing web stores. Complete content management features integrated with applications SALES – 11.5.9

10 1-10 Copyright © Oracle Corporation, 2003. All rights reserved. Sales Intelligence 11.5.9 Proposals

11 1-11 Copyright © Oracle Corporation, 2003. All rights reserved. Sales Intelligence 11.5.9 Proposals

12 1-12 Copyright © Oracle Corporation, 2003. All rights reserved. Sales Intelligence 11.5.9 iStore Administrator UI

13 1-13 Copyright © Oracle Corporation, 2003. All rights reserved. Sales Intelligence 11.5.9 Content Manager

14 1-14 Copyright © Oracle Corporation, 2003. All rights reserved. Key New or Changed Features in 11.5.10 (Subset) Oracle Sales Sales Intelligence Data Quality Management Integration Sales Contracts Integration Sales Campaigns SALES – 11.5.10

15 1-15 Copyright © Oracle Corporation, 2003. All rights reserved. Key New or Changed Features in 11.5.10 (Subset) Territory Manager HTML UI Sales Dashboard Sales Coach Projected Commission Returns through iStore SALES – 11.5.10

16 1-16 Copyright © Oracle Corporation, 2003. All rights reserved. Benefits More flexibility in configuring sales application; better performance Increase sales by having access to timely and accurate sales information Increase data integrity and cleanliness Specific terms and conditions are stored in central place to better track contract compliance Closer alignment of sales and marketing; sales reps can initiate sales campaigns SALES – 11.5.10

17 1-17 Copyright © Oracle Corporation, 2003. All rights reserved. Benefits Reduce costs and time involved with creating and maintaining territories and named account lists Sales rep has access to important information in a single, configurable view Increase sales effectiveness by “guiding” reps through established sales methodologies Increased motivation for sales rep by seeing personal benefit Simpler return process SALES – 11.5.10

18 1-18 Copyright © Oracle Corporation, 2003. All rights reserved. Sales Intelligence OA Framework-based reporting architecture 11.5.10 Sales Intelligence

19 1-19 Copyright © Oracle Corporation, 2003. All rights reserved. TeleSales / Field Sales DQM Product Hierarchy 11.5.10 Oracle Field Sales DQM

20 1-20 Copyright © Oracle Corporation, 2003. All rights reserved. 11.5.10 Oracle Quoting Contract Integration (Update)

21 1-21 Copyright © Oracle Corporation, 2003. All rights reserved. 11.5.10 Oracle Sales Sales Campaign and NQL

22 1-22 Copyright © Oracle Corporation, 2003. All rights reserved. Territory Management HTML UI ADI 11.5.10 Territory Manager Easy Territory and Named Account Setup

23 1-23 Copyright © Oracle Corporation, 2003. All rights reserved. 11.5.10 Oracle Sales Funnel and Dashboard

24 1-24 Copyright © Oracle Corporation, 2003. All rights reserved. Oracle Sales 11.5.10 Oracle Sales Sales Coach

25 1-25 Copyright © Oracle Corporation, 2003. All rights reserved. 11.5.10 Oracle Compensation Projected Commissions

26 1-26 Copyright © Oracle Corporation, 2003. All rights reserved. 11.5.10 Oracle iStore Order Returns

27 Copyright © Oracle Corporation, 2003. All rights reserved. Oracle Service Key Product Highlights 11.5.8 – 11.5.10

28 1-28 Copyright © Oracle Corporation, 2003. All rights reserved. Key New or Changed Features in 11.5.8 (Subset) Field Service scheduling enhancements Improved Spares Management planning Field Service Debrief enhancements SERVICE – 11.5.8

29 1-29 Copyright © Oracle Corporation, 2003. All rights reserved. Benefits Assign the right person to the right job with the right parts More accurate spares management while reducing costs “Wrap up” field service visit at client site SERVICE – 11.5.8

30 1-30 Copyright © Oracle Corporation, 2003. All rights reserved. New or Changed Features in 11.5.9 (Subset) iSupport - Guest User Functionality Preventive Maintenance Color Coded tasks Offline capabilities for field service wireless Search KB from wireless device and co-workers trunk stock for parts Service Request Status Propagation SERVICE – 11.5.9

31 1-31 Copyright © Oracle Corporation, 2003. All rights reserved. Benefits Reduce costs and time associated with answering questions/service requests Proactively service customers based on usage, specified date, or period of time Better visibility to important Field Service tasks to ensure commitments are met and customer service is upheld Access important field service information offline Ensure technicians have access to right parts and information to service customer Reduce service costs SERVICE – 11.5.9

32 1-32 Copyright © Oracle Corporation, 2003. All rights reserved. Key New or Changed Features in 11.5.10 (Subset) Productivity and Usability enhancements Service Daily Business Intelligence (DBI) Multiple iSupport Sites Configurable SR process and templates SERVICE – 11.5.10

33 1-33 Copyright © Oracle Corporation, 2003. All rights reserved. Key New or Changed Features in 11.5.10 (Subset) Marketing Integration KM Search effectiveness Improved OM-IB integration for component replacement eAM Integration SERVICE – 11.5.10

34 1-34 Copyright © Oracle Corporation, 2003. All rights reserved. Benefits Improved customer service since agents have more information available to them to serve customer Monitor KPIs and make betters decisions based on timely and accurate information Meet the needs of different divisions within the enterprise to provide support to their customers Streamline process and capture information specific to type of service request SERVICE – 11.5.10

35 1-35 Copyright © Oracle Corporation, 2003. All rights reserved. Benefits Up sell support customers through targeted promotions Customers can resolve their own issues easier with more accurate KB searches Accurately track changes to products in the installed based Log tickets against internal assets SERVICE – 11.5.10

36 1-36 Copyright © Oracle Corporation, 2003. All rights reserved. New Orders Tab How to Use this Feature 11.5.10 TeleService Enhancement Orders Tab

37 1-37 Copyright © Oracle Corporation, 2003. All rights reserved. New Invoices Tab How to Use this Feature 11.5.10 TeleService Enhancement Invoices Tab

38 1-38 Copyright © Oracle Corporation, 2003. All rights reserved. 11.5.10 TeleService Enhancement Contracts Tab

39 1-39 Copyright © Oracle Corporation, 2003. All rights reserved. Enhanced Service Request Tab How to Use this Feature 11.5.10 TeleService Enhancement Redesigned Service Request Tab

40 1-40 Copyright © Oracle Corporation, 2003. All rights reserved. 11.5.10 TeleService Enhancement Standalone Knowledge Management

41 1-41 Copyright © Oracle Corporation, 2003. All rights reserved. Notice that escalated backlog is growing for Medium Severity, Click to drill to more detail

42 1-42 Copyright © Oracle Corporation, 2003. All rights reserved. Trending of the Backlog, Escalated, and Unowned counts are available in one report.

43 1-43 Copyright © Oracle Corporation, 2003. All rights reserved. The average time to close and the distribution by aging bucket is fairly constant even though the number of requests closed in the last period increased.

44 1-44 Copyright © Oracle Corporation, 2003. All rights reserved. Target Your Support Enable multiple support sites to provide targeted support to different customer segments Common infrastructure for iSupport, iStore and Partners Online Multiple Sites 11.5.10 iSupport Enhancements Multiple Sites and Common Infrastructure

45 1-45 Copyright © Oracle Corporation, 2003. All rights reserved. 11.5.10 iSupport Enhancements Configurable Service Request Creation

46 1-46 Copyright © Oracle Corporation, 2003. All rights reserved. Configurable Service Request Process Documentation Issue Might Be A One Step Process Product Issue Might Be A Four Step Process

47 1-47 Copyright © Oracle Corporation, 2003. All rights reserved. Define audience for campaign Define postings and rule sets Define campaign and messages Show campaign message on iSupport 11.5.10 iSupport Enhancements Campaigns To Up-sell and Cross-sell Campaign Posting displayed at the top section of Home Page

48 1-48 Copyright © Oracle Corporation, 2003. All rights reserved. Mobile Service Solutions Store-and-Forward Pocket PC

49 Copyright © Oracle Corporation, 2003. All rights reserved. Thank You. Oracle Sales and Service

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