<Insert Picture Here>

Oracle CRM Options For EBS UsersPaul WellerSales Consulting Manager, Oracle Corporation

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, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Agenda

• What is CRM• Options for existing EBS users

• EBS CRM• Siebel Enterprise• CRM OnDemand

• 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

SFA

SelfService

PRM

IncentiveComp

Order Mgmt

eBilling

Call Center

FieldService

Sales PRM

MRM Loyalty

OrderMgmt

Contact Center

FieldService

eCommerce

Real TimeDecisions

eService MDM BusinessIntelligence

Telecommunications

Financial Services

Banking

Insurance

Public Sector

High Tech

High Tech

Retail

The Oracle CRM Advantage

Leadership• Complete Industry CRM

Innovation• Deployment Flexibility• Modules Built to Work Together• Integrated CRM

Results• Proven CRM

…4000+ Customers

…5 Million Live Users

…125 Million Self-Service Users

CRM

OD OP HYBRID

SCM

FUSION MIDDLEWARE

APPLICATIONSINTEGRATION

ARCHITECTURE

ERP

Oracle: Complete CRM

Complete, Business-Adaptive CRM for Every User, Industry

Oracle Application Integration Architecture

Siebel CRM

JDEE1

Oracle EBSCRM

PeopleSoftCRM

Social CRM ApplicationsSocial CRM Applications Rapid Time to Market, User-Adaptive CRM

ORACLE FUSION MIDDLEWAREORACLE FUSION MIDDLEWAREStandardsBased Architecture for Lower TCO

Siebel CRM On Demand

Mobile CRM ApplicationsMobile CRM Applications

Solutions For EBS CustomersGeneralization is unwise but…

EBS CRM Siebel Enterprise

• Simple SaaS delivered solution.

• Rapid deployment.• SaaS Benefits:

•No Hardware or software•Fully Managed

• OOTB Integration to EBS

CRM OnDemand

• Sophisticated Robust Market leader

• Industry Functionality• Strength across all aspects of

CRM• Ultimately flexible, metadata

driven configuration environment.

• Strong Service Offering, including Field Service & Depot Repair.

• Good Online Presence in iStore

• Limited Integration required.

Develop

Market

Sell

Order

Plan

Procure

Make

FulfillService

Maintain

Finance

HR

Projects

Contracts

Customers,

Suppliers,

Products, …

Customers,

Suppliers,

Products, …

Oracle Customer Service Products

• Depot Repair• Field Service• Adv Scheduler• Mobile Field Svc• Spares Mgmt

Self-Service

AssistedService

• iSupport • TeleService• Adv Inbound• Adv Outbound• Scripting• eMail Center

• Service Contracts• E-Business Intelligence

ServiceFoundation

OnsiteService

• Message Center • Sticky Notes • Custom

Dashboards • Widgets • RSS Feeds • Action Bar

enhancements • PDA Sales

Assistant

Siebel CRM On DemandRelease 15

Self-Service

• Communications E-Commerce

• Public Sector online case management applications

• Retail & Airline loyalty management

Customer Loyalty

• Complete loyalty management solution

• Personalized, relevant customer promotions

• Comprehensive point promotion and redemption

Deep Industry

• Comprehensive E-Commerce solution

• Enhanced online customer self-service solution

• Uses Fusion Middleware for flexible architecture

Announcing Siebel 8.1.1Complete CRM

Oracle’s Commitment to CustomersApplications Unlimited

JD Edwards EnterpriseOne 8.12• 5 New Products• 291 Enhancements

Siebel 8.0• 10 New Products• 366 Enhancements

JD Edwards World A9.1• 4 New Products• 1297 Enhancements

PeopleSoft 9.0• 2 New Products• 1478 Enhancements

Oracle E-Business Suite 12• 18 New Products• 2443 Enhancements`

Many IT Priorities: Application Integration, System Consolidation and Enhancing Processes at the Top

“IT’s Top Technology Priorities for 2008”

32%Of companies with revenues over $1billion say

standardizing and consolidating their IT infrastructure is a top technology priority—more than any other.

“State of the CIO 2008” survey

Most Companies Struggle with Integrations and Linking Business Processes across Systems

Telco

Hi-Tech

FinServ

Oracle Integration PacksPre-built, Sustainable, Best-of-Breed Integrations Using AIA

Pre-built integrations enable rapid time to value

Orchestrated flows deliver end to end visibility across your Oracle Applications

Common object model and extension framework enable upgrades

Productized integrations reduce maintenance costs

Virtual suite with much richer functionality

Pre-built integrations enable rapid time to value

Orchestrated flows deliver end to end visibility across your Oracle Applications

Common object model and extension framework enable upgrades

Productized integrations reduce maintenance costs

Virtual suite with much richer functionality

Pre-built Sustainable Integrations

Back Office Applications

Front Office Applications

E-BusinessSuite

Siebel CRM On Demand

Opportunity to Quote

E-BusinessSuite

Siebel CRM

Order to Cash

Siebel CRM

i-flex

Account Origination with Core Banking

E-BusinessSuite

Adverse Event Reporting

Others…

Other…

Other…

Siebel CRM Call Center

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

Custom Hosted

PortalseStore

CRM

Self Service Other

Front Office Applications Faster, cheaper, easier integration of core processes

Reduced integration risk

Improved adaptability of business processes

Back Office Applications

Custom

Analytics ServiceProviders

B2BERP

Legacy

SupplyChain

People BusinessProcesses Information

Ideal for:

• Adding new Oracle applications

• Enhancing existing application functionality

• Extending a business process

• Adopting SOA / Fusion Applications

• Simplifying enterprise-wide integration

AIA Process Integration Packs Deliver Prebuilt, Sustainable Integrations across Oracle Applications

Customer Value:

Fast time to value

Richer functionality

Less risk, lower maintenance costs

Features:

Participating apps & enhancements

Predefined process flows

Extensible framework

Deployment methodology and more…

Rapidly Implement Core ProcessesDeliver Greater Operational Productivity and Transparency

IT Benefits

Faster time to value than building yourself

More reliable and less risky

Extensible and upgradeable to protect customizations to end-points and processes

Easier to optimize and evolve

Oracle E-Business Suite

Siebel CRM Integration Pack for Oracle E-Business Suite Order ManagementIntegrated Order to

Cash Process

Sales:• Cust Svc Reps• Inside Sales

Order Management System

Configure Product

PaymentCheck

Availability

Pricing

Synchronize customer

Create Quote/Order

Customer Relationship Management

Siebel

Application Integration Architecture Process Integration Pack

Business Benefits

Richer functionality

Quick and detailed customer information

Faster process execution; less errors

Increased individual and corporate efficiency

18

LeadLead

MgmtMgmtOrder Order

FulfillmentFulfillmentQuoteQuote

CaptureCapture

Oppty / Oppty /

AccountAccount

MgmtMgmt

AR /AR /FinancialsFinancials

PIP delivers Opportunity-to-Quote BPPIP delivers Opportunity-to-Quote BP

Applications Integration Architecture (AIA)Applications Integration Architecture (AIA)Fusion MiddlewareFusion Middleware

EBS | CRM On Demand

EBS CRMOD Process Integration Pack

Which Enables larger Business ProcessesWhich Enables larger Business Processes

Combines the ease of use and rapid deployment of Siebel CRM On Demand with the power of Oracle E-Business Suite

19

LeadLead

MgmtMgmtOrder Order

FulfillmentFulfillmentQuoteQuote

CaptureCapture

Oppty / Oppty /

AccountAccount

MgmtMgmt

AR /AR /FinancialsFinancials

PIP delivers Opportunity-to-Quote BPPIP delivers Opportunity-to-Quote BP

Applications Integration Architecture (AIA)Applications Integration Architecture (AIA)Fusion MiddlewareFusion Middleware

EBS | CRM On Demand

CRM OnDemand – EBS PIP

Which Enables larger Business ProcessesWhich Enables larger Business Processes

Combines the ease of use and rapid deployment of Siebel CRM On Demand with the power of Oracle E-Business Suite

Oracle Quoting

Configurator

Advanced Pricing

Proposals

Sales Contracts

iStore

Address Complex Integration Challenges with AIA Foundation Pack

Foundation Packs

SOA Reference Architecture

SOA Governance

SOA Programming Model

Enterprise Business Services

Speeds time to value Reduces risk and improves productivity Facilitates move from EAI/P2P integrations Ensures control and visibility throughout your business process lifecycle

Oracle Differentiator: Application independent approach to building any-to-any integrations

Why AIA Foundation Pack is Different

Service Oriented Reference Architecture• Open & nonproprietary• Includes both content and technology

Enterprise Business Services Library• Prebuilt and standards-based• Application Independent

SOA Governance• Includes methodology and tools• Interoperable with Partners

Service Oriented Programming Model• Based on Oracle best practices• Rationalized against Best in Class applications

Oracle’s own implementation

of SOAQuicker Assembly and Extension of

Processes

Standardized Building Blocks for Interoperability &

Reusability

End to End Lifecycle Consistency and

Predictability

Evolve to an Enterprise Architecture Leveraging

What You Have

Integrated CRM: Campaign to Cash End-to-End Customer Centricity

Oracle Application Integration Architecture (AIA)

ORACLE FUSION MIDDLEWARE

Oracle Application Integration Architecture (AIA)

ORACLE FUSION MIDDLEWARE

CampaignMgmt.

OrderFulfillment

Account/Opportunity

Mgmt.

OrderCapture

LeadMgmt.

AR/Financials

23

<Insert Picture Here>

“The combination of CRM On Demand, AIA, and our E-Business 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.”

Dominic MartinelliVP of IT, Rackable Systems

24

Available AIA Process Integration Packs

Siebel CRM On Demand Integration Pack for Oracle E-Business Suite*

Siebel CRM Integration Pack for Oracle EBS Order Management: Order to Cash*

Cross Industry Process Integration Packs Enabling…

►Opportunity to Quote

►Order to Cash

Siebel CRM Integration Pack for Trade Promotion Management* ►Trade Promotion Management

Oracle Comms Billing and Revenue Management Integration Pack for Oracle E-Business Suite: Revenue Accounting**

Siebel CRM Integration Pack for Oracle Comms Billing and Revenue Management: Order to Bill**

Siebel CRM Integration Pack for Oracle Comms Billing & Revenue Management: Agent Assisted Billing Care**

►Comms Order to Bill

►Comms Customer care

Industry Process Integration Packs

►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

Enabling…

*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

25

Planned FY09 AIA Process Integration PacksHorizontal

Cross Industry PIPs Enabling…

Siebel UCM (8.1) for Oracle EBS (11.5.10), Siebel CRM SIA (8.0)

Siebel CRM SIA (8.0) for EBS Order Mgt (11.5.10) ►Order to Cash

►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

Siebel CRM to SAP* ►Order to Cash

Agile to SAP* ►Design to Release

AIA for SAP PIPs* Enabling…

Oracle CRM On Demand for Siebel CRM (7.8.2 HOR) ►Customer Synchronization (Direct Int.)

Oracle CRM On Demand for SAP* ►Opportunity to Order

Oracle CRM On Demand for JD Edwards E1 (2.3) ►Opportunity to Order

SaaS PIPs Enabling…

* Subject to Oracle Senior Management Approval

Siebel CRM (8.1) for EBS Order Management (12.1) ►Order to Cash

Agile PLM (9.2.2.4) to EBS (12.1) ►Design to Release

Above timeframes are target dates only and subject to change at any time.

26

Communications:

Comms 2.4, includes OSM ►Order to Activate

Comms 2.0.1 (Siebel 8.0/8.1; Nested Service Bundle feature)►Order to Bill / Agent Assisted /

Fin. Consolidation

Industry PIPs Enabling…

Roadmap: Planned FY09 Process Integration PacksIndustry

Comms 2.5, includes PIM ►Product MDM (FY10)

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 (FY10)

Logistics Service Providers:

Fleet Management 1 (OTM 6.0, SEBL 8.0)

Fleet Management 2 (EBS 12.1, OTM 6.0)

►Quote and Order Management

►Driver Management

Fleet Management 3 (EBS 12.1, OTM 6.0) ►Settlement and Financial Management

Utilities:AIA for Utilities ►Order to Billing

Banking:EBS Financial Service Accounting Hub (12.1) for PeopleSoft GL (9.x) ►Account Consolidation

Above timeframes are target dates only and subject to change at any time.

27

FY09 Available and Planned AIA Foundation Packs

Foundation Pack 2.0.1 Core Common Objects and ServicesReleased February 2008 Business Service Repository, Management Utilities

Foundation Pack 2.1 NEW Enterprise Objects & Services Released June 2008 Extension Templates / Sample Patterns

Enhanced Repository and Utilities

Foundation Pack 2.2.1 Industry Foundation PacksPlanned for FY09 Utilities and Insurance

Foundation Pack 2.3 NEW Enterprise Objects and ServicesPlanned for FY09 BEA uptake

Foundation Pack 2.4 NEW Enterprise Objects & ServicesPlanned for FY09 HCM, horizontal objects from Retail & LSP

Foundation Pack 2.5 NEW Enterprise Objects & ServicesPlanned for FY10

Foundation Pack 3.0 Oracle 11g Service Component Assembly

TBD Composite Application Framework

Above timeframes are target dates only and subject to change at any time.

Horizontal & Industry Versions Features…

28

Conclusion

• EBS Customers have three primary CRM options• EBS CRM• Siebel Enterprise• CRM OnDemand

• 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

29

AQ&

30