oracle partner sales playbook for professional servicesopnpublic/documents/webcont… · –...
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Oracle Partner Sales Playbook forProfessional Services
Effective for FY’07, or until next version is released
Version: V1 - FinalApril 2006
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Playbook Structure
• Based on Solutions Map or “footprint” for each Industry • A Playbook recommends integration cross-suite where it exists
today or will exist in the next quarter in a supported manner• Playbooks include white space where ISV’s play a role and name
the major global ISV partners• Playbooks present the most common exception scenarios for
installed base and greenfield opportunities:– E-Business Suite installed in some functional areas– Enterprise/Enterprise 1/World installed in some functional areas– SAP installed in some functional areas– Industry sub sectors with different needs (e.g., Homebuilders within E&C
or Staffing Firms within Prof. Services)
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Corporate Administration
Analytics Business Operations
Customer Channels
Industry Solution Maps – The Major Functional Components of an Industry
Infrastructure
Solutions supporting customers either directly or through an organization’s employee or partners
Solutions supporting the business operations of the organizationincluding all transaction processing, direct supply chain, and
product management
Solutions supporting the Finance, HR, Facilities, Indirect Procurement and other organization-wide functions
Solutions supporting business intelligence and analysis of all functional
areas
Technology supporting the functional areas above including data management, security, and integration
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The Siebel Impact: General Rules of Thumb• CRM & Customer Hubs - Lead with Siebel CRM for “Greenfield”
accounts, particularly those wanting “Best-in-Class” functionality, and in Siebel installed base accounts
• Exceptions• High Tech & Mfg B2B Suite sales(E-Business Suite)• Project-centric industries (E-Business Suite)• Higher Education (Enterprise CRM)
• For clients where moving to a single suite is a requirement, particularly in the mid market:
Sell appropriate suite CRM solution – e.g., E-Business to E-Business customers/prospects, E1 to E1 customers/prospects, Enterprise to Enterprise
• Subscription-based CRM• Lead with Siebel OnDemand
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The Siebel Impact: Specific Solution guidance
• Order Capture/Order Mgmt driven by OM System consolidation• Siebel for customers that have numerous OM systems and require a single Order
Capture “interface” to consolidate order information• E-Business Suite for customers with complex, highly configured products and
require one OM solution from order capture to fulfillment
• Field Service solution is driven by supply chain complexity• Siebel if deal Contact Center Driven, B2C with simple products, basic logistics
capabilities and minimal Supply Chain Integration • E-Business Suite if deal involves Parts Logistics, Complex Products & Depot repair
• Help Desk is driven by specific needs of client• If stand-alone IT helpdesk is required, lead with Siebel Help Desk• If client wants one help desk environment across IT and HR, lead with suite related
help desk (either E-Business or Enterprise)
• Integration Platform– lead with Fusion Middleware (i.e. not Siebel UAN)
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What is the Best fit today based on customer needs?1. For customers that need to insight from data in multiple sources and/or transactional
applications - offer Siebel Analytics Platform & Applications 2. Source only from Peoplesoft Applications - Offer “Improved” EPM with Siebel
Analytics Platform & Applications 3. Source from Siebel Applications - Offer Siebel Analytics Platform & Applications 4. Source only from EBS applications - Offer DBI as the embedded analytics application
Analytics Applications – Overall Approach
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• Overall Solutions Footprint (Greenfield) 8• Solutions Details (Greenfield) 9-14• Exception Scenario 1 (Psft. Corp Admin Installed) 15-17• Exception Scenario 2 (SAP Corp. Installed) 18-20• Exception Scenario 3 (Siebel CRM Installed) 21-23• Exception Scenario 4 (For all Staffing firms) 24-26• Regional Exceptions 27-31
Topic Pages
Professional Services TOC
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Analytics Business Operations
Customer Channels
ISV Partners
Infrastructure
Corporate AdministrationIndirect
ProcurementCPM
FacilitiesManagement
HumanResources
IT Management
CompensationFinancials HR ITHelpdesk
Professional Services Solution Map - Recommended Solutions in all Greenfield and most Installed Base Scenarios
Technology [e.g. Database, Application Server, RAC, Oblix, Times Ten]Integration Framework (e.g. BPEL)
Hubs (Customer Hub)
Human Resource
Financials
Marketing Analytics
Project Intelligence
Sales Analytics
SalesMarketing Proposal Management
ContractManagement
Billing Management
Project Collaboration
ProjectManagement
Time & Expense
ServiceProcurement
ResourceManagement
Project Portfolio Analysis
Scheduling
Oracle Applications
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Customer Channel SolutionsCustomer Channel Solutions
Business AreaBusiness Area Product/SolutionProduct/Solution
Marketing Oracle Marketing Lead with e-Business Marketing
Sales Oracle Sales Lead with e-Business Sales
Proposal ManagementOracle Proposal Management Lead with e-Business Proposal Management
Sales Strategy/ DependenciesSales Strategy/ Dependencies
Professional Services Solutions Details
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Analytics SolutionsAnalytics Solutions
Business AreaBusiness Area Product/SolutionProduct/Solution
Sales Analytics Oracle Sales DBILead with Oracle sales intelligence to deliver sales, revenue, and pipeline management
Marketing Analytics Oracle Marketing DBI
Lead with Oracle marketing intelligence to marketing planning, and campaign performance
Project Intelligence Oracle Project Intelligence DBI
Lead with Oracle project intelligence provides seamless drill down from top-level variances to supporting details, Linked to Oracle Projects Suite
Human Resource Oracle DBI Core DBI offering for Project’s
Financials Oracle DBI Core DBI offering for Financials and HR
Profitability, Planning, and Budgeting Oracle CPM Linked to core Financials and CPM Budget and Planning
and Consolidation processing
Sales Strategy/ DependenciesSales Strategy/ Dependencies
Professional Services Solutions Details
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Business Operations SolutionsBusiness Operations Solutions
Business AreaBusiness Area Product/SolutionProduct/Solution
Contract Management Oracle Project Contracts E-Business Project Contracts for management of complex contracted project work
Resource Management Oracle Project Resource Management
Oracle Resource Management to deploy human resources effectively on the right customer engagements
Project Management Oracle Project Management
Oracle Project Management to plan all client engagement activities and control effectively all project issues and changes to resolution
Service Procurement Oracle Service Procurement
Oracle Services Procurement is designed to accommodate the complexity associated with contingent labor services
Sales Strategy/ DependenciesSales Strategy/ Dependencies
Professional Services Solutions Details
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Business Operations SolutionsBusiness Operations Solutions
Business AreaBusiness Area Product/SolutionProduct/Solution
BillingManagement
Oracle Project Billing & Costing
Lead with E-Business Project Billing and Costing, to proactively control project cost and manage all project associated revenue and billing accurately
Project Collaboration Oracle Project Collaboration
Oracle Project Collaboration ensures secure access to all team members to perform progress updates and revision
Project Portfolio Analysis Oracle Project Portfolio Analysis
Oracle Project Portfolio Analysis helps organizations evaluate, analyze, prioritize and select the right set of projects to execute
Time & Expense Oracle Time & Labor and Oracle Travel & Expense
E-Business suite product which allows time & expense entry for employees and non employees
Sales Strategy/ DependenciesSales Strategy/ Dependencies
Professional Services Solutions Details
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Corporate Administration SolutionsCorporate Administration Solutions
Business AreaBusiness Area Product/SolutionProduct/Solution
Corporate Performance Management
E-Business CPM Suite This would include Budget and Planning, Balanced Scorecard and Consolidation Hub for end to end Financial analysis
Indirect Procurement
E-Business Suite Self Service apps through Purchasing for all indirect purchases such as supplies and internal facilities
Compensation Oracle Incentive Compensation Workbench Lead with Oracle Incentive Compensation
Help Desk E-Business Suite Lead with E-Business Teleservices for HR and IT help desk
Financials E-Business Suite Integrated suite including Payables, Expense Management, Fixed Assets and G/L
Facilities Management
E-Business Property Manager
Used for managing both corporate (employee) space and associated costs, as well as retail storefronts
Human Resources E-Business Suite HR HR, Benefits and Payroll including self-service
Projects E-Business Suite Used for capital project management and management of IT projects portfolio management
Sales Strategy/ DependenciesSales Strategy/ Dependencies
Professional Services Solutions Details
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Infrastructure SolutionsInfrastructure Solutions
Business AreaBusiness Area Product/SolutionProduct/Solution
Product Data Consolidation
E-Business Product Hub Leverage product consolidation from disparate systems
Customer Data Consolidation
E-Business Customer Hub Leverage customer consolidation for disparate systems
Integration FrameworkOracle Fusion Middleware or with BPEL or
Lead with Oracle Fusion Middleware
Core Technology OracleLead with Oracle tech stack unless not a standard at the client
Sales Strategy/ DependenciesSales Strategy/ Dependencies
Professional Services Solutions Details
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Exception Scenario 1: Installed Base PeopleSoft Corp.
Admin
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Analytics Business Operations
Customer Channels
Infrastructure
Corporate AdministrationIndirect
ProcurementCPM
FacilitiesManagement
HumanResources
ITManagement
CompensationFinancials HR ITHelpdesk
Professional Services Solution Map - Recommended for Installed Base PeopleSoft
Technology [e.g. Database, Application Server, RAC, Oblix, Times Ten]Integration Framework (e.g. BPEL)
Hubs (Customer Hub)
Human Resource
Financials
Marketing Analytics
Project Intelligence
ContractManagement
Billing Management
Project Collaboration
ProjectManagement
Time & Expense
ServiceProcurement
ResourceManagement
Project Portfolio Analysis
SalesMarketing Proposal Management
Scheduling
Sales Analytics
ISV PartnersOracle Applications
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PeopleSoft InstalledPeopleSoft InstalledBusiness AreaBusiness Area
InstallInstallProduct/SolutionProduct/Solution
Customer Channel Enterprise CRM Continue selling within Enterprise CRM suite for additional components: marketing, sale, proposal management
Business OperationsEnterprise Service Automation Lead with ESA to manage the entire service delivery business
operation
Corporate Administration Enterprise Continue to sell Enterprise Components wherever it’s
appropriate.
Analytics Enterprise Performance Management
Enterprise Financial Analytics and Workforce Analytics for for Portfolio Project Management, ESA Warehouse, ESA Portal, and Workforce Scorecard
Sales Strategy/ DependenciesSales Strategy/ Dependencies
Professional Services Solutions Details
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Exception Scenario 2: Installed Base SAP
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Analytics
Customer Channels
Professional Services Solution Map - Recommended Solutions if SAP Installed
Infrastructure
Corporate Administration
SAP
IndirectProcurement
CPMFacilities
ManagementHuman
ResourcesProjects CompensationFinancials HR IT
Helpdesk
Technology [e.g. Database, Application Server, RAC, Oblix, Times Ten]Integration Framework (e.g. BPEL)
Universal Customer Master
Business Operations
Human Resource
Financials
Marketing Analytics
Project Intelligence
Sales AnalyticsContract
Management
Billing Management
Project Collaboration
ProjectManagement
Time & Expense
ServiceProcurement
ResourceManagement
Scheduling
SalesMarketing Proposal Management
Project PortfolioAnalysis
ISV PartnersOracle Applications
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SAP InstalledSAP Installed
Business Area Product/Solution
Customer Channels Siebel CRM
Lead with Siebel Marketing, and Sales. Use third party or legacy Proposal Management applications
Corporate Administration PeopleSoft Enterprise Lead with Enterprise HR and additional Enterprise components as standalone wherever SAP is not used
AnalyticsSiebel SBA & PeopleSoft Enterprise CPM
Sell Siebel Sales and Marketing analytics and/or Enterprise CPM for HR
Infrastructure Siebel and Oracle Lead with Siebel universal customer master, Oracle fusion middleware and Oracle database
Sales Strategy/ Dependencies
Recommended for Installed Base SAP
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Exception Scenario 3: Installed Base SiebelCustomer Channels
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Analytics
Customer Channels
Professional Services Solution Map - Recommended for Installed Base Siebel Customer Channels
Infrastructure
Corporate AdministrationIndirect
ProcurementCPM
FacilitiesManagement
HumanResources
Projects CompensationFinancials HR ITHelpdesk
Business Operations
Human Resource
Financials
Marketing Analytics
Project Intelligence
Sales Analytics
SalesMarketing Proposal Management
Technology [e.g. Database, Application Server, RAC, Oblix, Times Ten]Integration Framework (e.g. BPEL)
Universal Customer Master
ContractManagement
Billing Management
Project Collaboration
ProjectManagement
Time & Expense
ServiceProcurement
ResourceManagement
Project Portfolio Analysis
Scheduling
ISV PartnersOracle Applications
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Siebel Customer Channel InstalledSiebel Customer Channel Installed
Business Area Product/Solution
Customer Channels Siebel CRMContinue to lead with Siebel Marketing, and Sales. Use third party or legacy proposal management applications
Corporate Administration Oracle Similar to Greenfield, but lead with Siebel for IT Helpdesk
Business Operations Oracle Solutions Similar to Greenfield
Analytics Siebel SBA & Oracle DBI
Sell Siebel Sales and Marketing analytics, and DBI for Projects,Financials, HR
Infrastructure Siebel and Oracle Lead with Siebel universal customer master, Oracle fusion middleware and Oracle database
Sales Strategy/ Dependencies
Professional Services Solutions Details
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Exception Scenario 4: For All Staffing Firms
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Analytics Business Operations
Customer Channels
Infrastructure
Corporate AdministrationIndirect
ProcurementCPM
FacilitiesManagement
HumanResources
ITManagement
CompensationFinancials HR ITHelpdesk
Professional Services Solution Map - Recommended For All Staffing Firms
Technology [e.g. Database, Application Server, RAC, Oblix, Times Ten]Integration Framework (e.g. BPEL)
Hubs (Customer Hub)
Human Resource
Financials
Marketing Analytics
Project Intelligence
Sale Analytics Staffing Front Office
Billing Management
ResourceManagement
ContractManagement
Time & Expense
Time & Expense
Staffing Pay/Bill Management
ServiceProcurement
SalesMarketing Proposal Management
Oracle Applications
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For All Staffing FirmsBusiness AreaBusiness Area
InstallInstallProduct/SolutionProduct/Solution
Customer Channel PeopleSoft Enterprise CRM Continue selling within Enterprise CRM suite for additional components: marketing, sales, proposal management
Business Operations
PeopleSoft Staffing Solution and Enterprise Service Automation
Lead with Enterprise Staffing Front-Office, Staffing Pay/ Bill and ESA to manage the entire service delivery business operation
Corporate Administration PeopleSoft Enterprise Continue to sell Enterprise Components wherever it’s
appropriate
Analytics Enterprise Performance Management
Enterprise Financial Analytics,Workforce Analytics, ESA Warehouse, ESA Portal, and Workforce Scorecard
Sales Strategy/ DependenciesSales Strategy/ Dependencies
Professional Services Solutions Details
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Regional Exceptions
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General Regional Exceptions: APAC
• Anywhere that a front office end user has to use multiple products / UIs, standardize on a single suite solution from Oracle or Siebel to reduce complexity and integration issues.
• Help Desk – HR Help Desk should be Enterprise not Oracle in all scenarios – where both HR and IT Help Desks are required, select same suite.
• Where Field Service is required select same suite for B2B and B2C.
• Use Oracle CDH alone in all cases where only dedupe / Data Quality Management are required without industry specific data model. Position UCM where vertical data model is available and required by the specific account (e.g., Banking, Insurance, Communications)
• Check ongoing support of Siebel OEM relationships for multi language data dedupe and merge, search engine, knowledge base, etc.
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• Lack of availability of products in some European languages willlimit options
• CDH/UCM– No Siebel → CDH– Siebel CRM for Industry Solution → UCM– Siebel CRM & FSI → UCM– Siebel CRM, public sector, Oracle apps → CDH– Siebel CRM, public sector, no Oracle apps → UCM– Siebel CRM & Industry w/o specific Siebel data model → CDH– No Siebel CRM → CDH
General Regional Exceptions: EMEA
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Siebel 8.0: Supported Languages
• Arabic• Chinese - Simplified• Chinese - Traditional• Czech• Danish • Dutch• English• Finnish• French• German • Hebrew• Italian • Japanese • Korean• Portuguese – Brazilian• Portuguese – European• Spanish• Swedish• Thai
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Siebel 8.0: Supported Platforms• Database Management System
– IBM DB2 UDB ESE 8.2– IBM DB2 for z/OS 8– IBM DB2 Connect 8.2– MS SQL Server 2005– Oracle 10g R2 Enterprise Server
• Siebel Enterprise Server OS– MS 2003 Server (IA32) – HP-UX 11i 11.23 IPF– IBM AIX 5L 5.3 – Sun Solaris 10 (32 and 64 bit) – Red Hat Enterprise Linux 4.0 on IA32– SuSe Linux 9.0 on IA32– Solaris 10/x86 (web tier only)
• J2EE App Servers– IBM WebSphere Application Server 6.0 – BEA WebLogic Application Server 9.0– MS .Net (Windows 2003 Advanced Server)
• Web Server– HP Apache Web Server Suite 2.0.3– IBM HTTP Server 2.0 on AIX 5.3– Microsoft IIS 6.0– SuSe Apache Web Server 2.0 – Red Hat Strong Hold Web Server 2.0 – Sun ONE Web Server EE 6.1 SP 4 SPARC &
IA32
• HI Client IE 6.0 browser (also IE 7.0 on XP)– Windows 2000 SP 4– Windows XP Professional SP2– Windows XP Tablet PC Edition
• SI Client compliant with HTTP 1.1, HTML 4.0, JavaScript 4.1
– Windows 2000– Windows XP– Windows 98– Windows ME– Solaris 10– Macintosh OS X 10.3– SuSe Linux SuSe