Selling the Value of EBS R12:
CRM in the R12 E-Business Suite
Paul Thaden
Sales Consultant
• Purpose:
This document provides an overview of features and enhancements included in
Release 12. It is intended solely to help you assess the business benefits of
upgrading to Release 12.
• Disclaimer:
This document in any form, software or printed matter, contains proprietary
information that is the exclusive property of Oracle. Your access to and use of
this confidential material is subject to the terms and conditions of your Oracle
Software License and Service Agreement, which has been executed and with
which you agree to comply. This document and information contained herein
may not be disclosed, copied, reproduced or distributed to anyone outside
Oracle without prior written consent of Oracle. This document is not part of
your license agreement nor can it be incorporated into any contractual
agreement with Oracle or its subsidiaries or affiliates. This document is for
informational purposes only and is intended solely to assist you in planning for
the implementation and upgrade of the product features described. 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 in this document remains at
the sole discretion of Oracle. Due to the nature of the product architecture, it
may not be possible to safely include all features described in this document
without risking significant destabilization of the code. So there.
Agenda
• CRM’s Place in the E-Business Suite
• New CRM Features in EBS R12
• Marketing
• eCommerce
• Sales
• Orders
• Service & Support
• CRM Future Direction
• Wrap Up / Q&A
Introducing E-Business Suite Release 12
The Global Business Release
Think Globally
R12 Improves Global Decision Making With Support for
All Types of Reporting & Analysis
Work Globally
R12 Provides Ability to Work across Lines of Business,
Geographies and Operating Units
Manage Globally
R12 makes it easier and less expensive to
implement, manage, and scale global applications
EBS CRM
Key Fit for Customers and Prospects
• Excellent fit for Suite customers
• Integrated footprint
• Out of the box integration to backend
• Single Data Model
• Low Total Cost of Ownership
• Expand and grow existing footprint
• Modular applications, centralized setups
• Leverage existing infrastructure
EBS Foundation:
Unified Information Architecture
Develop • Common data model
Contracts enables a single source of
Market truth
Projects • Comprehensive suite of
Sell applications designed to
work together
HCM
Customers,
Order • Robust set of integration
services based on open
Finance Suppliers,
standards
Products, … Plan
• Modular deployment
Maintain by business flow
Procure
• Single global instance
Support implementations
& Service Make
Fulfill
EBS Foundation:
Unified Information Architecture
Develop • Common data model
Contracts enables a single source of
• Marketing • Field Sales Market • Customer Support
• Order Managementtruth
• Trade Management • TeleSales • iStore • iSupport
Projects • Proposals •
• Comprehensive
• Help Desk
Advanced Pricing applications
suite of
• Partner
Sell designed to
Management • Incentive Comp • Configurator • Case Management
work together
HCM • Sales For • Quoting • TeleService
Customers,
Handhelds Order • Robust set of
• Service integration
Contracts
services
• Fieldbased
Serviceon open
Finance • Sales Contracts
Suppliers,
standards
• Depot Repair
Products, … Plan
• Interaction
• Modular Center
deployment
Maintain by business flow
Procure
• Single global instance
Support implementations
& Service Make
Fulfill
EBS CRM R12 Footprint
360 Customer View
Customer Data Hub
Market Sell Order Support & Service
• Marketing • Field Sales • Order Management • Customer Support
• Trade Management • TeleSales • iStore • iSupport
• Partner • Proposals • Advanced Pricing • Help Desk *
Management • Incentive Comp • Configurator • Case Management *
• Sales For • Quoting • TeleService
Handhelds • Service Contracts
• Sales Contracts • Field Service
• Depot Repair
• Interaction Center
Industry Solutions – B2B Product Companies
Information Architecture
Contact Center On Demand *
Daily Business Intelligence
* New Product
New User Experience for R12
Enhanced usability; simplified user interface and business flows
• Reduced pop-ups and
duplicate screens
• Re-designed and streamlined
entire workflows
• Reduced the number of steps
to complete key tasks
• Improved overall look & feel
and visual style
• Increased personalization
capabilities
Improved Workflow in Targeted Areas
• Campaign Management • Financial Consolidation • Self-Service Purchasing
• Customer Support • Online Candidate Registration • Sourcing
• Collections & Payments • Absence Management • Supplier Collaboration
• Loan Management • Salary Administration • Business Intelligence
R12
12
Good things come in twelve
Good things come in twelve
Good things come in twelve
R12 Features Multi-day
12
tasks
11
Secure
Enterprise
Scheduler 1
Marketing
Effectiveness
Search
10
Service 2
Tiered Trade
Desk Volume Offer
Contracts
iStore
9
Word 3
checkout
Integration
Proposals Web Analytics
8 4
Sales
Sales
Account
7
for Handhelds Outlook
Integration
5
Planning
6
R12 Marketing
•Superior Ownership Experience
•Desktop integration for increased
productivity *
•Personalized email content for better
deliverability and increased response rates*
•Single tech stack support
•Open application process interfaces to
enable extensions
•Better Usability
•Better usability for operational efficiency
•Streamlined business flows across
campaign management
•New look & feel across applications *
•Dashboard as a marketing console *
•Better Closed-Loop Analysis
•End-to-end support for e-commerce
fulfillment and tracking
•Advertising and web effectiveness
measurement *
•Control group and lift analysis
•Segmentation analysis and tracking *
* New in R12
Campaign Execution
All Campaign
management functions
accessible from
Dashboard
“Pretty URLs” for
tracking responses
Trade Volume Offer Discount Table
Include sales of a product
to reach volume plateaus
but exclude product from
discount.
Include XA 8000, XA 6000
for volume calculations but
only apply discounts on
XA8000
R12 eCommerce
•Increase user adoption with an
enhanced user experience
•New look and feel*
•Optimized B2B and B2C check out
flows
•Improved order tracking user
experience
•Increase revenue with new online
ordering capabilities
•Streamlined customer / partner
ordering*
•Integration with third party
procurement software*
•Optimize online initiatives with
Web Analytics
•Monitor site adoption*
•Optimize online partnerships*
•Telecommunication Service
ordering support
•New service ordering*
•Service change*
•Recurring payment support*
* New in R12
iStore Single-page Checkout (B2C)
Train indicating
checkout steps
Consolidated
shipping & billing
Web Analytics Referrals
Web Referral Analysis reports on the visit,
lead, order and registration information by
referring domain
R12 Sales
•Global Processes Support
•Account Planning with new tools,
i.e. SWOT Analysis, Scorecards,
Business Driver Analysis*
•View Activities Across Operating Units
•View Business Hierarchies
•Improved User Productivity
•Periodic Recurring Charges*
•Opportunity Reports*
•Enhanced Quote & Proposals generation with
PDF support & intelligent templates
•Proposals collaboration
•Enhanced Mobility
•Outlook Email Interaction capture
•Extensible SMS and e-mail alerts notification
framework
•Also New or Enhanced in R12
•Look and Feel*
•Access Control by Transaction*
•Multi-Organization Access Control*
•XML Publisher*
•Opportunity Owner* & Territory Admin
•B2C Selling Fl ag for Interaction
•Daily Business Intelligence
•Sales Manager Dashboard
* New in R12
Oracle Sales - Account Planning
Review key drivers and
pain points of
customer’s business Scorecard important
customer attributes
and perform SWOT
analysis
Outlook Integration
In addition to synching Contacts, Calendars
and Tasks, Outlook emails can be “flagged”
to update Interaction History
