CRM at Oracle Series: Do Not Call & Do Not Email

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CRM at Oracle – Do Not Call & Do Not Email

Deepak Gupta Melanie Mann Richard Lau

Vice President Principal Consultant DirectorCRM Systems Sales Systems CRM

Architecture

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.

Oracle Corporation

Solutions Offerings• Oracle Database• Oracle Fusion Middleware• Oracle Applications• Oracle Services• Oracle Servers• Oracle Storage• Oracle Operating System• Oracle Virtual Machine

Information Technology• Four major IT Functions

1. Applications2. Development 3. Traditional 4. On Demand

About Oracle

•US$26.8 billion in revenue for fiscal year 2010

•More than 370,000 customers worldwide

•More than 20,000 partners

•105,000 employees, including:

•35,000 sales & marketing

•16,000 support

Global CRM (GCM) Single Instance

• 1.8M Accounts• 20M Contacts• 20M Prospects

35,000 Internal users

• 72M Marketing Responses• 24M Sales Activities• 18M Marketplace Accounts

105,000 Territory Lookup users

300,000 Partner users

Partner Portal

145 Countries

10 Languages

Objective

• Global, consistent, streamlined, and scalable campaign to opportunity to quote processes

Approach• Go Native – 90% Native• Go Fast – 1 Year to Rollout• Consolidation/Centralization• Start Clean, Stay Clean• Standards based Integration• Drive value with BI

Oracle’s Global CRM ImplementationOptimizing Our Go-To-Market

Sales

Customer Data

Marketing

Partners

Global CRM Single Instance Ecosystem

Implementation planned





Architecture

Do Not Contact (DNC)

• Ensure full compliance with all government laws by having a Oracle specific DNC flag• Ability to track why the DNC flag was

updated, who updated the flag, etc.• Systematic method to update the

government DNC flag to ensure compliance with regulations• “Single source of truth” for sales & marketing

for contacts and their communication preferences

Government (Federal) DNC

Oracle DNC

Sales DNC

Email & Postal Mail

Communication Preferences

• List received from government with telephone numbers NOT to call

• Individual’s preference regarding telemarketing contacts from Oracle

• Oracle rep requests that an individual is not to be contacted for 90 days

• Individual’s preference for marketing activities

DNC

Benefits of Functionality

• Compliance with global legal requirements by adding Oracle specific DNC flag• Audit tracks when the Oracle DNC flag was updated

and by whom• Regular processing of the Government DNC flag

information• DNC functionality available in all Sales and Marketing

systems

Sales and Marketing Business Process

• Reps ensure that contacts are not on the DNC list before reaching out to them by phone or email• Emails sent to multiple contacts are created as email

marketing campaigns• Customer communication preferences are updated in

the system – Activities are created to update the customer preferences flag,

which syncs with all contacts with the identical phone and email

• Allowable lead follow up if not actively being worked will be automatically closed to ensure compliance





Architecture

Communication Preferences

Do Not Contact Visibility