Oracle Customer Relationship Management (CRM)

Oracle CRM

Oracle's integrated Customer Relationship Management (CRM) solution is a set of applications that give you information-driven sales, service, and marketing. Oracle CRM is built on an open, standards-based architecture that streamlines business processes, improves data quality, and allows all your key divisions to draw from the same source of data.

There are more than 50 Customer Relationship Management (CRM)-specific applications that help you address every phase of your CRM cycle.

Some of them are listed below:

·        Oracle Channel Revenue Management

·        Oracle Order Management

·        Oracle Service

·        Oracle Sales

·        Oracle Marketing

Oracle Channel Revenue Management

The Oracle E-Business Suite family of Channel Revenue Management Applications enables information-driven channel revenue management by using consistent, accurate enterprise information and advanced tools for managing all aspects of both the direct and in-direct channels. From partner lifecycle management, discount and rebate program management, channel sales collaboration, claims settlement, marketing and measuring performance, Oracle Channel Revenue Management Applications increase channel effectiveness by using consistent enterprise information in every phase of the process. It is also integrate with other Oracle E-Business Suite application like Oracle Sales, Oracle iStore, Oracle Marketing, Oracle Supply Chain Management, and Oracle Financials.

Oracle Order Management

The Oracle Order Management drives the order fulfillment process of any business. The open, workflow based architecture supports tailored, automated fulfillment processes without customization. It captures multi-channel demand from sources including EDI, XML, telesales or web storefronts. As part of a complete order to cash solution it enables global order promising and is integrated to transportation management.

Oracle order management helps us to provide the benefits of  the following:

a.      Improving the Sales Visibility

Sale agents have access to accurate and complete information via a single repository housing all relevant sales transactions

b.      Increasing Customer Satisfaction

The customer are empowered with self-service status tracking functionality

c.      Quick sales Cycle

Blanket sales agreements associate customer orders (releases) with pre-negotiated terms and volume commitments.

Oracle Service

The Oracle Service Applications provides true information-driven customer service—service that enables your agents and technicians to meet and exceed customer expectations by empowering them with information that is consistent, accurate, and actionable. Through comprehensive integration of service delivery channels including web-self-service, agent-assisted service via the contact center, and field service, Oracle Service provides a single, robust platform for managing service-related information and processes. It is also integrate with other Oracle E-Business Suite application, including Oracle Sales and Oracle Marketing.

Oracle Sales

The Oracle Sales Applications enables information-driven selling by using consistent, accurate enterprise information and advanced selling tools for accelerating the sales cycle. From identifying prospects, creating proposals, to handling complex quotes and contracts, fulfilling orders and compensation and customer follow-up, Oracle Sales Applications increase selling effectiveness by using consistent enterprise information in every phase of the sales process. Oracle Sales is part of the Oracle E-Business Suite, integrating with other E-Business Suite applications including Oracle Marketing and Oracle Service.

Oracle Marketing

The Oracle Marketing provides a single, strong platform for managing marketing-related information and processes. Oracle's unique approach aligns the marketing process across the enterprise, facilitating successful business outcomes, driving revenue through up-sell and cross-sell campaigns, maximizing usage of marketing investments, and improving overall marketing and sales effectiveness.

With information-driven marketing, consistent, accurate and actionable enterprise information is derived from all marketing channels from your prospects and customers, from your partners and from your selling organizations. It also integrate with different Oracle application including Oracle Sales and Oracle Marketing.

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Introduction to Oracle Application

Oracle E-Business Suite (EBS) version 12 is an internet enabled product that can be managed from a single site.

A company can operate a single data center with a single database, similar to other ERP products. This release was launched in February 2007 and contains a number of product lines which users can implement for their business. Oracle EBS includes the company’s enterprise resource planning (ERP) product as well as supply chain management (SCM) and customer relationship management (CRM) applications. Each application is licensed separately so companies can select the combination that is suitable for their business processes.

The applications found in the Oracle EBS include:

• Oracle CRM
• Oracle Financials
• Oracle Human Resource Management System (HRMS)
• Oracle Logistics
• Oracle Supply Chain Applications
• Oracle Order Management
• Oracle Transportation Management
• Oracle Warehouse Management System

Oracle CRM

The Oracle CRM application provides the "front office" functions which help a business to increase customers and customer loyalty and satisfaction. The basic functionality includes marketing, order capture, contracts, field service, spares management and the call center functionality. The CRM application also includes internet focused products such as catalogs, content management, quote and order management.

Oracle Financials

The Financials applications include General Ledger, Cash Management, Payables, Receivables, Fixed Assets, Treasury, Property Management, Financial Analyzer and a self-service expenses function.

Oracle Human Resource Management System (HRMS)

The HRMS application helps companies manage the recruit-to-retire process. The application gives users a real-time view of all the HR activities, including recruiting, time management, training, compensation, benefits, and payroll. The HRMS suite integrates fully with the other EBS applications and supplies the users with an analytics package that allows the extraction of HR data with ease.

Oracle Logistics

The logistics module allows users to plan, manage, and control the flow and storage of products and services within a business. It provides information to plan future demand and safety stock within the warehouse. The application can create detailed, constraint-based production schedules and material plans.

Oracle Supply Chain Applications

Supply chain applications powers a businesses information-driven supply chains. Companies can predict market requirements, innovate in response to the change in the market conditions, and align operations across global networks. Oracle offers industry-specific solutions that include product development, demand management, sales, and operations planning, transportation management, and supply management.

Oracle Order Management

Order management applications can streamline and automate a business’s entire sales order management process, from order promising and order capture to transportation and shipment. Order management also includes EDI, XML, telesales and web storefronts. Some of the business benefits that can be achieved include reduced fulfillment costs, reduced order fulfillment cycle time, increased order accuracy and greater on-time delivery.

Oracle Transportation Management

Transportation management (TMS) provides transportation planning and execution capabilities to shippers and third party logistics, providers. It integrates and streamlines transportation planning, execution, and freight payment. The TMS function delivers functionality for all modes of transportation, from full truckload to complex air, ocean, and rail shipments. The benefits of the TMS function include reduced transportation costs, improved customer service, and greater asset utilization.

Oracle Warehouse Management System

Oracle’s Warehouse Management System allows the coordinated movement of goods and information throughout the extended distribution process. The module provides business processes that can deliver efficient utilization of employees, equipment, and space in the distribution process. Benefits include an acceleration of the flow of products through the supply chain while reducing lead times and releasing working capital, real-time inventory management, cross-docking, pick-by-line, advanced ship notices (ASN), inbound planning and yard management.