1. Riverdeep Riverdeep is an educational software company. Destination Success Printshop Carmen Sandiego Reader Rabbit Oregon Trails

2. How did we get to Oracle 11i Riverdeep was a.com IPO and started with 11.03 for financial. Through acquisition, we had 5 ERP and 7 CRM Systems JDE vs Oracle 11i Came down to feature-set, and future

3. What are we running (11.5.9) ERP –Financials (GL, AR, AP, FA) –Supply Chain (OM, INV, PO) –Manufacturing (BOM, WIP, CST) CRM –Telesales (30) –Sales Online (50) –Marketing Online –iStore –Quoting –Teleservice (12) –Portal Next Modules –iProcurement, Travel and Expense –iSupport, Knowledgebase –Incentive Compensation –Portal (Product/Subscription, Intranet, etc) –Daily Business Intelligence

4. Implementation Points EXECUTIVE SUPPORT – Don’t leave home without it. CRM is not ERP: CRM can be implemented in pieces Don’t be afraid to start small with one implementer (walk before you run) Soft Projects: unannounced, unscheduled, unbudgeted, fit-it-in- when-you-can –Teleservice –Time and Labor –Contracts –Portal –iProcurement Guard Against the notion that Go-live is the end. Go Live is the Beginning. Don’t move on right away Training: We have done big bang and little bang. I like big bang for ERP and little bang for CRM

5. Telesales: Lead to Cash

6. Telesales: Good Stuff Single Customer Record 1 Database Quote to Order handoff works great CRM to OM reporting 1 system to maintain Common Reporting Tools Common Language: Lead, Opp, Quote, Order Past Life: 7 CRM, 7 Databases, 7 Customer Records, 7 Technologies, 7 Reports, Time spent on housekeeping.

7. Sales Online: Square Wheel to Round Wheel Field Sales goes from Excel to Sales Online Conversation changes from ‘what are the opportunities’ to ‘how can we grow, leverage, strategize opportunities’ Senior Management Changes from Collector to Strategist of Opportunities Conversation and Focus Changed Overnight Sales Force Changed Attention Overnight Senior has a tool by which to manage Sales Staff can no longer hide – complete visibility Leads, Quotes are New: Marketing, Price Management

8. Telesales and Sales Online Tearing Down the Berlin Wall Territory Management Improved Drastically Reporting Visibility Account-level Communication and exchange 360 Degree View of Customer a Promise Worth Chasing

9. Marketing Online Behind TS and OSO but has similar future Today: Lists go out Discoverer to MS Access for ‘Beating with Stick’ and to mail/email. Call lists are distributed on printouts. Tomorrow (literally Monday): Call lists appear in UWQ in Telesales. –Marketing get direct visibility into outcomes (heretofore impossible) –More Data, More learning –Source Code is king becomes focus –Marketing begins to transform –Conversation changes from ‘we can’t get that’ or ‘we don’t know’ to real information, real analysis, real strategy

10. Teleservice (contact center, service requests) Soft Project Systems Group First (replaced intranet) Helpdesk (replaced TrackIT) Networking Strategic Project To go Live with first business unit we added users and created 3 LOV’s, tweaked contact center –Field Engineers –Customer Training Department –Tech Support (iSupport, Knowledge)

11. Oracle 11i Business Suite Telesales Order Management Sales Online Accounts Receivable Cash Collections Marketing Teleservice Portal/iStore Manufacturing Customer Data Reporting