Oracle Sales and Service
Key Product Highlights
Releases 11.5.8 - 11.5.10
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Sales
Key Product Highlights
11.5.8 – 11.5.10
Copyright © Oracle Corporation, 2003. All rights reserved.
SALES – 11.5.8
Key New or Changed Features in 11.5.8
(Subset)
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1-3
Quoting - iStore Integration
Quote Approvals Processing
Sales Offline
Outlook and Palm Synchronization
Forecast by Product Category and Opportunity
Copyright © Oracle Corporation, 2003. All rights reserved.
SALES – 11.5.8
Benefits
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1-4
Increase sales by collaborating with customers
across channels
Enforce business and pricing rules
Increase Sales Rep Productivity
Increase Forecast Accuracy
Copyright © Oracle Corporation, 2003. All rights reserved.
Sales
Intelligence
11.5.8 Web Publish Quotes
1-5
Copyright © Oracle Corporation, 2003. All rights reserved.
Sales
Intelligence
11.5.8 Web Publish Quotes
1-6
Copyright © Oracle Corporation, 2003. All rights reserved.
Sales
Intelligence
11.5.8 Sales Offline
1-7
Copyright © Oracle Corporation, 2003. All rights reserved.
SALES – 11.5.9
New or Changed Features in 11.5.9
(Subset)
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1-8
Proposals
Mobile Quoting
TeleSales Quick Order Entry
Single Administrator UI for Web Store
Oracle Content Manager
Copyright © Oracle Corporation, 2003. All rights reserved.
SALES – 11.5.9
Benefits
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1-9
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
Copyright © Oracle Corporation, 2003. All rights reserved.
Sales
Intelligence
11.5.9 Proposals
1-10
Copyright © Oracle Corporation, 2003. All rights reserved.
Sales
Intelligence
11.5.9 Proposals
1-11
Copyright © Oracle Corporation, 2003. All rights reserved.
Sales Intelligence
11.5.9 iStore Administrator UI
1-12
Copyright © Oracle Corporation, 2003. All rights reserved.
Sales
Intelligence
11.5.9 Content Manager
1-13
Copyright © Oracle Corporation, 2003. All rights reserved.
SALES – 11.5.10
Key New or Changed Features in 11.5.10
(Subset)
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1-14
Oracle Sales
Sales Intelligence
Data Quality Management Integration
Sales Contracts Integration
Sales Campaigns
Copyright © Oracle Corporation, 2003. All rights reserved.
SALES – 11.5.10
Key New or Changed Features in 11.5.10
(Subset)
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1-15
Territory Manager HTML UI
Sales Dashboard
Sales Coach
Projected Commission
Returns through iStore
Copyright © Oracle Corporation, 2003. All rights reserved.
SALES – 11.5.10
Benefits
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1-16
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
Copyright © Oracle Corporation, 2003. All rights reserved.
SALES – 11.5.10
Benefits
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1-17
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
Copyright © Oracle Corporation, 2003. All rights reserved.
Sales
Intelligence
11.5.10 Sales Intelligence
OA Framework-based reporting architecture
1-18
Copyright © Oracle Corporation, 2003. All rights reserved.
TeleSales
/ Field
Sales
11.5.10 Oracle
Field
Sales
DQM
DQM
Product Hierarchy
1-19
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 Oracle Quoting
Contract Integration (Update)
1-20
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 Oracle Sales
Sales Campaign and NQL
1-21
Copyright © Oracle Corporation, 2003. All rights reserved.
Territory
Management
11.5.10 Territory
Manager
Easy Territory and Named Account Setup
HTML UI
ADI
1-22
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 Oracle Sales
Funnel and Dashboard
1-23
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle
SalesSales
11.5.10 Oracle
Sales Coach
1-24
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 Oracle Compensation
Projected Commissions
1-25
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 Oracle iStore
Order Returns
1-26
Copyright © Oracle Corporation, 2003. All rights reserved.
Oracle Service
Key Product Highlights
11.5.8 – 11.5.10
Copyright © Oracle Corporation, 2003. All rights reserved.
SERVICE – 11.5.8
Key New or Changed Features in 11.5.8
(Subset)
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1-28
Field Service scheduling enhancements
Improved Spares Management planning
Field Service Debrief enhancements
Copyright © Oracle Corporation, 2003. All rights reserved.
SERVICE – 11.5.8
Benefits
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1-29
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
Copyright © Oracle Corporation, 2003. All rights reserved.
SERVICE – 11.5.9
New or Changed Features in 11.5.9
(Subset)
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1-30
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
Copyright © Oracle Corporation, 2003. All rights reserved.
SERVICE – 11.5.9
Benefits
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1-31
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
Copyright © Oracle Corporation, 2003. All rights reserved.
SERVICE – 11.5.10
Key New or Changed Features in 11.5.10
(Subset)
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1-32
Productivity and Usability enhancements
Service Daily Business Intelligence (DBI)
Multiple iSupport Sites
Configurable SR process and templates
Copyright © Oracle Corporation, 2003. All rights reserved.
SERVICE – 11.5.10
Key New or Changed Features in 11.5.10
(Subset)
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1-33
Marketing Integration
KM Search effectiveness
Improved OM-IB integration for component
replacement
eAM Integration
Copyright © Oracle Corporation, 2003. All rights reserved.
SERVICE – 11.5.10
Benefits
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1-34
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
Copyright © Oracle Corporation, 2003. All rights reserved.
SERVICE – 11.5.10
Benefits
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1-35
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
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 TeleService Enhancement
Orders Tab
New Orders Tab
How to Use this Feature
1-36
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 TeleService Enhancement
Invoices Tab
New Invoices Tab
How to Use this Feature
1-37
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 TeleService Enhancement
Contracts Tab
1-38
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 TeleService Enhancement
Redesigned Service Request Tab
Enhanced Service Request Tab
How to Use this Feature
1-39
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 TeleService Enhancement
Standalone Knowledge Management
1-40
Copyright © Oracle Corporation, 2003. All rights reserved.
Notice that escalated backlog is
growing for Medium Severity,
Click to drill to more detail
1-41
Copyright © Oracle Corporation, 2003. All rights reserved.
Trending of the Backlog, Escalated,
and Unowned counts are available
in one report.
1-42
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.
1-43
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 iSupport Enhancements
Support
Multiple Target
Sites andYour
Common
Infrastructure
Enable multiple support sites to provide targeted support to different customer
segments
Common infrastructure for iSupport, iStore and Partners Online
Multiple
Sites
1-44
Copyright © Oracle Corporation, 2003. All rights reserved.
Configurable Service Request Process
Documentation
Issue Might Be A
One Step Process
1-46
Product Issue
Might Be A Four
Step Process
Copyright © Oracle Corporation, 2003. All rights reserved.
11.5.10 iSupport Enhancements
Campaigns To Up-sell and Cross-sell
Define
audience
for
campaign
Define
campaign
and
messages
Define
postings
and
rule sets
Show
campaign
message
on iSupport
Campaign Posting displayed at
the top section of Home Page
1-47
Copyright © Oracle Corporation, 2003. All rights reserved.
Thank You.
Oracle Sales and Service
Copyright © Oracle Corporation, 2003. All rights reserved.