CRM for High Technology (PDF) - Oracle

Oracle CRM for High Technology

Oracle offers a complete singleprovider High Technology

Oracle helps transform high technology OEM,

Solution, deployable in right-

semiconductor, distribution, software, and outsourced

sized projects for process

manufacturing companies from product-centric to customer-

breadth via a choice of on premise software or cloud-based

centric processes that maximize profitability. The Oracle

Software as a Service (SaaS)

CRM for High Technology Solution addresses processes for direct and channel sales and marketing, campaigns, lead,

Solution Highlights: •

Best-in-class applications for fast reactions and quick decisions

•

Complete view of distribution/ channel/partner/retail, sales pipeline, and activities

•

quote and order management; and all service and support offerings, aftermarket and warranty administration. The applications are flexible and adaptable, deployable as individual components or as a complete strategic solution.

Sales productivity, and sales management enhancers

•

•

Marketing segmentation to

Challenge: Transform from Product-Centric to Customer-Experience Centric Processes

promote best products and offers

In today’s business environment, high technology high technology firms face a significant economic challenge: grow the business while improving profitability. To meet this challenge, high technology firms must transform the ways that they transact business and engage with customers. This means maximizing direct and channel sales results, decreasing channel operations costs, reducing warranty and services operations costs, and improving the retention and wallet share of profitable customers.

Predictive and collaborative marketing campaign program design for all channels & partners

•

Incentive and marketing programs evaluation

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Comprehensive campaign, lead, quote, and order activity management

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Customer experience management with orchestrated service automation

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Real-time decisioning, quoting, rating, and illustrations

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Low Total Cost of Ownership (TCO) with flexible deployment

Further compounding this challenge, a large portion of high technology business is conducted through indirect distribution channels. Hence, profitable growth starts with profitable distribution management. Legacy systems, valuable as they are, limit data flow, collaboration, and shared processes between distribution channels and high technology firms. Concurrently, legacy systems and their integrations carry higher service costs than are possible with the latest generation of industry technology. Oracle’s CRM for High Technology solution provides high technology firms with a powerful means for driving profitable product and services growth across multiple channels and lines of business, including capturing channel partner mindshare, leveraging channel competencies, optimizing marketing investments, and enhancing the productivity of channel managers and partners. With Oracle CRM for High Technology, manufacturers and distributors can get best-in-class applications and integration technologies that help them grow revenues while decreasing service costs.

Oracle CRM for High Technology

Transact: Grow Global Profitability

For many manufacturers, indirect channel sales are the largest portion of their business. However, most manufacturers and distributors struggle with maximizing the reach and effectiveness of their sales channels. In many cases, direct and channel marketing campaigns processes seem disconnected from the sales processes, underperforming while wasting resources. What is needed is to connect the information and process silos between channel and marketing operations for marketing, sales, and fulfillment. The Oracle CRM for High Technology solution offers fully integrated, end-to-end campaign-to-cash process management, designed to maximize sales performance. Selling from standardized item lists and discount schedules is commonplace. For the largest accounts, many firms tailor their portfolio of products and services to that account. As a result, win ratios and deal sizes increase. The opportunity (and challenge) is finding a way to apply this approach to mid-size accounts, without investing a large amount of time. The problem is that basic contact management systems do not tailor offers to customer interests. The Oracle CRM for High Technology solution offers account planning and opportunity management. These capabilities enable you to tailor product and services offerings for each customer. Channel operations can be expensive and resource intensive. From campaign development to deal registration, there are many steps to coordinate. Many firms find that they do not have adequate intelligence on channel transactions. Poor visibility into successful transactions hinders intelligent engagement and adjustment. The Oracle CRM for High Technology solution offers business intelligence capabilities that yield efficient and effective partner relationship management.

Expand: Capture Customer Mind Share

With so many manufacturers worldwide and ever-shortening product life cycles, getting consumer attention that drives deals is an ongoing challenge. Coupled with this, it is difficult to measure and improve the marketing return on investments. As a result, marketing campaign ROI is unpredictable. The time has come for marketing analytics. The Oracle CRM for High Technology solution enables targeted, customized, measurable multi-channel campaigns. As a result, now you can improve marketing execution and ROI. Increasing wins and deal size is a pervasive concern. In addition to offering competitive products, firms need to synchronize efforts across channels and business functions. What is needed is customercentric, rather than product-centric, marketing, sales, and trade promotions. The Oracle CRM for High Technology solution orchestrates campaign leads through quotes, into order capture and management, tying in with customer-centric marketing, sales, and trade management. Forward-thinking companies aim to discover untapped customer and market opportunities. One challenge is gaining enough usable information. The Oracle CRM for High Technology solution delivers market analytics and segmentation tools that help you identify customer and market white space opportunities.

Oracle CRM for High Technology

Key Benefits: •

Provide 360 degree view into partners and customers

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Enhance productivity of all channel sales and managers

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Enhance marketing segmentation to promote the best products and offers

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Improve marketing program collaboration and execution

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Increase visibility into sales pipeline and activities

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Increase channels efficiency and productivity from campaign to lead, quote, and order

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Grow services revenues

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Decrease warranty and product support/service costs

Engage: Maximize the Customer Experience for Loyalty

With the variety of communications channels available, customers can feel like they are dealing with different products and companies across channels. One factor is disconnected customer interaction and content across channels. The Oracle CRM for High Technology solution delivers a unified customer experience across channels. One way to boost margins is to offer product-related services, such as extended warranties or training. However, most sales systems focus on products. The Oracle CRM for High Technology solution enables guided up selling and cross selling of services. One means to boost profitability is to reduce warranty administration costs. The challenge is that many systems and steps are involved in warranty management. The Oracle CRM for High Technology solution delivers advanced warranty administration and analytics. Consequently, you can cut the administrative cost of meeting your warranty obligations. The challenge of customer service is to balance customer and corporate needs. The common thread is a degree of dissatisfaction by both customers and management with how issues are resolved. Complicating the situation is the wide range of information systems and business processes needed for resolving issues. Now, management does not need to choose between high customer satisfaction and low costs. The Oracle CRM for High Technology solution delivers a complete range of call center, chat, automatic customer request routing, field service, depot service, and web self service capabilities. As a result, companies can resolve issues quickly, efficiently, and at low cost – while satisfying customers.

Summary

One of the top objectives at most high technology high technology companies is to drive product and services revenue, and grow the business profitably. With continuous product innovation, there has been a significant focus on "time to market" programs to reduce the cycle time in bringing new products to market. However, increasing attention is needed to focus on optimizing across all channels, enabling and leveraging all interactions. The Oracle CRM for High Technology solution provides a complete solution to transform manufacturers and distributors from product-centric to customer-centric processes. Oracle offers a wide and deep portfolio of high-value, top-rated CRM products, including CRM On Demand High Technology Edition with great capabilities at a very low cost. With Oracle’s portfolio of best-in-class products, we can help you drive profitable growth across multiple channels and lines of business. Best of all, Oracle CRM for High Technology applications are flexible and adaptable, deployable on demand or on premise as individual components or as a complete, strategic singleprovider solution to fit varying functional, financial, and time-to-value needs. Go beyond simple sales force automation; enlist the power of a complete suite of CRM products to enhance your enterprise.

CONTACT US To learn more, please visit http://www.oracle.com/high-tech or call +1.866.906.7878 to speak to an Oracle representative.

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