Driving Business Insight with Report Optimization in Oracle CRM On Demand

Shantanu GoswamiConsultantInfosys, Ltd

#InfosysAtOOW

2

Session Objective

Effective and innovative use of reports leads to focused business insight, quick turnaround time and low admin effort

Consolidate• Prompts and Pivot tables

• Column and View Selectors

Innovate

• Use of Report as Forms

Validate

• User Access for New Report Creation - Advantages/Disadvantages

• Validation process for new report creation

#InfosysAtOOW

Table of Contents3

Introduction - Oracle CRM On Demand Analytics

New Features

Part 1: Report Explosion

Part 2: Reports as Forms – Sharing information without integration

Part 3: User Creation of Reports – Access Mechanism

#InfosysAtOOW

4

Reports in Oracle CRM On Demand

Source: http://www.oracle.com/us/products/applications/crmondemand/analytics/analytics-306299.html

• Easy to use • Fast to deploy • Powerful analytics • Built-in contact

center

Interactive Dashboards

Embedded Analytics

Hosted Data Warehouse

Custom Reports

Prebuilt Reports

• Prebuilt industry solutions

• Embedded sales, marketing, and service best practices

#InfosysAtOOW

5

New Features in Oracle CRM On Demand Analytics

Release 25• Report Level Print Controls• Role based visibility for Dashboards• Solutions History and Real Time Subject Areas• Opportunity Contacts History and Real Time

Subject Areas• Support for Custom Notes in Opportunity and

Custom Objects• Support for Optimized Custom Fields in CRM On

Demand Objects

Release 26• Assessment Response Analysis • Calendar Date Dimension Range Extension• Division and Picklist Value Group (PVG) Support• Usage Tracking Analysis Enhancements

Part 1

Report Explosion

#InfosysAtOOW

7

Major Factor for High # of Reports

ABC Inc.

Sales

Product based

divisions

Region based

divisions

Service

Product based

divisions

Region based

divisions

Marketing

Product based

divisions

Region based

divisions

Multiple Reports

•Many reports in a particular business area e.g. sales usually look the same as only level of reporting changes.

Grouping or Filtering of data in similar reports

•The difference will be in consolidation of data from various regions, product groups and sales reps.

Result

•Multiple similar reports created with same column and charts but with different filters

Divisions Geographies Organizational Hierarchies

#InfosysAtOOW

8

Consolidate Reports

Organize data based on user selected

parameters

Summarize data based user selected parameters

Filter data dynamically

Prompts

Pivot Tables

Column and View

Selectors

#InfosysAtOOW

9

Prompts

#InfosysAtOOW

10

Pivot Tables with Pages

• Drop-down lists can be added on reports e.g. Sales Stage and/or Region

• Eliminates use of multiple reports with different filter criteria

The pivot table will display values for the selected Sales

Stage and Region onlyUse Charts/Graphs to add

visual insight to your reports

#InfosysAtOOW

Adding Pages to Reports11

Drag and drop columns to Pages section of Pivot Table to add drop down to the report

Totals can be added by selecting appropriate option through summation icon

#InfosysAtOOW

12

Pivot Tables with Sections

Get a summary data for all values of a filter criteria in a single report

Can use Prompts along with sections to make the report more precise

Add required row summations

Opportunities are summarized with totals for all the regions in a single report

#InfosysAtOOW

13

Adding Sections to Pivot Tables

Drag and drop columns to Sections space of Pivot Table

Totals can be added by selecting appropriate option through summation icona

Caution: Adding multiple columns in Sections space will make report very lengthy. For e.g. If we add Sales Stage and Region, we will have 6 x 5 = 30 pivot tables in the report

#InfosysAtOOW

14

Column Selector

Managers can select different columns in the same report to organize data in multiple ways

#InfosysAtOOW

15

View Selector

Managers can select different views to analyze data in multiple

contexts

#InfosysAtOOW

16

Adding Column and View Selectors

#InfosysAtOOW

17

Benefits

Effectively consolidate reports by:

• Using prompts to filter relevant data

• Using pivot tables with sections and pages to get focused insight

• Using column selector and view selector to get different context for the same data

Reduced Number of Reports

Better grouping and summarization of data

Reduced Admin Support effort

Part 2

Sharing Information without Integration

#InfosysAtOOW

19

Use of Reports as Forms

CSR enters the customer details in an SR

•CSR enters account information for new account to be created and saves the SR

Customer Data Stewards pick up the SR, verify customer information

•Generate the SR Form•Download, email, copy-paste information

Customer Data Steward create the Account

•in CRM•in ERP

Scenario

Other Scenarios of Reports as Forms

• CSR creates an SR to add a new customer record• Assumption: Integration effort not preferred

• Quotes• Orders• Product Information

#InfosysAtOOW

20

Creating Forms from Reports

New Account SR Form

New Account SR Form

CSR creates an SR and assigns it to Customer Data Steward

Generate the report from SR screen

Download the report, print, email as required

#InfosysAtOOW

21

Creating forms using pivot tables

Form is created by adding multiple “Title” and “Pivot Table” views alternately.

#InfosysAtOOW

22

Creating forms using pivot tables

For each section in the report for e.g. SR Information, drag and drop all the required fields in the “Sections” space of the pivot table

Part 3

Report Creation Access to Users

#InfosysAtOOW

24

Report Creation Access to Users

Advantages

• Users can copy existing reports and create modified reports themselves

• Low admin effort

• Reports logically evolve into giving better business insight

Disadvantages

• Multiple versions of the same report

• Multiple reports that are not used anymore

• Filters that are not optimized and hence greater run time

Caveat

• Provide Report Creation Access only to Super Users

• Use Role based access feature

• Providing Report Create Access to all users will create greater admin effort in the long run.

#InfosysAtOOW

25

Establish Report Validation process

• Only Super Users can create new reports

• Is similar report already existing?

• New reports are always moved to “Test” folder for users to test

• Admins to check if reports are optimized for performance

• Use Analytics performance reports to track report performance

Benefits:

Reports with better business insights

Manageable number of performance tuned reports

Quick Turnaround Time

Low admin effort

#InfosysAtOOW

Questions26

Visit Infosys at booth # 1411, Moscone South

Share your feedback on this session via Twitter#InfosysAtOOW

© 2014 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.

Thank You