2011 | ISSUE 14

SOLUTIONS FOR BUSINESS DRIVERS

INSIDe ONe
THE NEW SAAS ERA
Why its time to take SaaS seriously

VALUE. DELIVERED
We examine the benefits of SaaS in relation to CRM

SAAS SUCCESS
How organisations like yours are already reaping the rewards of SaaS

Be a SaaSSUPeRSTaR!

WELCOME

ITS TIME TO EXPERIENCE THE POWER OF SAAS

Favourable TCO is still a big factor in any SaaS buying decision. But its not the whole story.
Theres no doubt about it. SaaS deployment has evolved from hype to mainstream reality for organisations of all sizes. Many are already using applications delivered as a service to manage key business processes such as CRM and eRP . and many more are preparing to start or expand their use of SaaS over the coming months. The tipping point for SaaS adoption occurred as organisations searched for cost-savings in the wake of the global financial crisis. And favourable TCO is still a big factor in any SaaS buying decision. But its not the whole story. So, what are the other key benefits?

VALUE ON DEMAND
SaaS eliminates the time and money associated with complex onsite deployments. And the user-friendly interfaces typical of the best SaaS solutions allow key tasks such as marketing automation to be performed without IT personnel. Add the reduction of maintenance and support calls, and SaaS adopters quickly find themselves able to redeploy IT staff to value-creating projects.

DECEPTIVELY SECURE
Security, once cited as a reason not to invest in SaaS, is actually proving to be one of its strengths. The reason? SaaS applications are hosted in datacentres with state-ofthe-art data protection that most organisations could never implement themselves. For companies in our region, vendors like Oracle that host data in EMEA offer additional peace of mind. These are just a few of the potential benefits of SaaS for your organisation. This edition explores how implementing SaaS in relation to two critical business processes CRM and ERP can turn you into a true SaaSSuperstar within your organisation. I hope you find it valuable. Best regards,

Dominic Sumpter Sales Director General Business Applications Oracle England, Ireland

CONSOLIDATING DATA REDUCES COST AND IMPROVES EFFICIENCY PReVIOUS eDITION

DISCOVER HOW SAAS DELIVERS VALUE IN CRM & ERP IN THIS ISSUe

DISCOVER HOW TO MAKE ERP FIT YOUR BUSINESS WHaTS COMING UP?

02

BE A SAASSUPERSTAR

WHY SAAS MAKES SENSE

VALUE ON DEMAND
The best SaaS CRM solutions address all these challenges with an integrated application suite that covers sales, marketing and service. And rather than just supporting processes, they actually help drive business value through, for example, marketing automation that reduces campaign costs, captures more leads and helps to increase lead conversion rates. Additional benefits include the freeing-up of scarce IT resources to focus on more value-generating work. And SaaS enables all of this without hardware investments, through applications that are supported, patched and updated centrally saving you even more time and money.

Interest in and adoption of SaaS has accelerated rapidly in the last 12 months and most commentators believe this trend will continue. So, why are more organisations turning to SaaS to support key business processes?

INTeGRaTe & aUTOMaTe CRM

Use SaaS to align sales & marketing for better business results. Download the white paper. > oracle.com/goto/crm-ondemand/uk > oracle.com/goto/crm-ondemand/ie

THE BIG PROCESS DISCONNECT

Lets take CRM as an example of a process with a direct impact on business success. Many organisations experience two key disconnects in this area. The first exists specifically between sales and marketing. Sales teams believe marketing doesnt generate enough qualified leads, and that they deliver most sales on their own. The marketing department believes it generates most of the leads, and that sales teams dont follow them up quickly enough. Part of the problem is that many of the lead generation tasks are performed manually or require IT staff to execute. Coupled with a lack of integration between sales and marketing applications, that means: The success of specific lead generation activities is hard to assess A comprehensive view of all leads and their status is difficult to establish Lead conversion is challenging to measure These issues also reveal a second, broader disconnect a lack of alignment between business goals and the IT that supports them. Resources are scarce. Applications and systems are not integrated. And because software functionality is incomplete or difficult to use, support workload is high. Business performance often suffers as a result.

ITS NOT ALL OR NOTHING

Of course, pure SaaS may not always be the right choice, especially if large volumes of sensitive data or very large and complex infrastructures are involved. In these situations, a hybrid approach could be the answer. Existing, highly customised applications could remain part of an on-premise infrastructure And SaaS can be delivered to users that need less functionality or maximum productivity while on the move. The key in this scenario is to ensure compatibility and interoperability between the two systems. This helps achieve maximum operationaland cost-efficiency by giving the right users, the right kind of access, to the right application. It also ensures valuable data is not lost or invisible. And it makes it easier to extract maximum value from the system by ensuring all the available data can be analysed, preferably using built-in or easy to integrate analytical/ BI tools. Ultimately, its this kind of flexibility that will enable many, and perhaps even most organisations, to implement SaaS in some form in the short- to medium-term.

03

GENTOO AND CAPRICORNVENTIS

GENTOO CASE STUDY

Gentoo, guided by CapricornVentis, uses an Oracle CRM On Demand, to migrate to a multi-centric model for CRM and Information Management From day one we set out to deliver far more than bricks and mortar. We strongly believe in people, too, and their ability to create sustainable communities that they can be proud to call home where future generations can have the lifestyle they deserve Peter Walls Gentoo, CEO

SOLUTION
CapricornVentis was engaged because of their experience aswell as their innovative solution and approach (David Dixon, Gentoo). The project was split into 3 key stages, delivered by ajoint team with overall business ownership. 1. Blueprint. A period of engagement with the business to establish the future vision for Gentoo. This was translated by CapricornVentis into the target model (Blueprint), taking multiple business and technology perspectives into account. The Blueprint was then presented back to the business and agreed with them. This, in turn, drove the Statement of Work (SoW) to implement the programme. 2. Configure Technology. The foundation CRMOD system for Gentoo was configured in 3 months using a focused CapricornVentis team. This provided the foundation platform for Gentoo to manage stakeholder organisation and person information, contact management and key processes around product/offering, multiple services delivery, the contact centre and all commercial, property and service related contracts and obligations. The solution (in the cloud) was fully integrated to other core (internally hosted) systems operational systems. 3. Migration. With the system configured, CapricornVentis then embarked on a migration phase where the transformation was made real. This was very much a change management activity where the solution(s) was brought to each area to allow them to revisit the Blueprint, to understand the technology solutions and to prepare their area to make the migration happen.

GENTOO GROUP
Gentoo is a UK top 10 association and leader in service innovation, promoting home ownership and the implementation of sustainable and green policies. The Gentoo vision encompasses more than property alone. We want to have a tangible, positive effect on the way people and communities live, develop and improve.

CHALLENGES
The focus of the strategy was to implement a single operational model that applied across multiple business areas. The technology had to support all areas without being overcomplicated. It needed to be flexible enough to enable multiple and disparate services, and to integrate easily to existing housing management applications and other core systems. Migration for over 1,000 Gentoo employees had to allow easy introduction of new procedures as well as the new technology. Gentoo were looking for a business transformation that could be implemented easily and effectively. It needed to provide the foundation upon which the business could evolve later at a pace to suit them.

BENEFITS REALISATION
Gentoo is now operating to a multicentric model with the customer at the heart. Operationally the CRMOD solution is now enabling a completely streamlined set of processes over a very rich information repository. Every user can access a single system for core (CRM) processes with common functions across all areas. Highlights include Comprehensive organisation and person information Contact management

SELECTION
In November 2009, after a comprehensive tender process, Gentoo selected business solutions specialists, CapricornVentis as their partner to help the transformation to the customer centric model at the heart of their vision. Oracle CRM On Demand (CRMOD) Software as a Service(SaaS) was chosen as the hosted platform for CRMapplications.

04

GENTOO AND CAPRICORNVENTIS

Contract management linking properties, people, products and services Needs analysis Service delivery (internal and external) Commercial processes and business generation

BASIS FOR CONTINUOUS IMPROVEMENT

Having established the foundation, Gentoo have now implemented a programme of continuous innovation, improvement and change. The Blueprint is extended applied throughout the organisation to identify and realise value for Gentoo stakeholders every day.

The CRM strategy has put our customer at the centre. It is creating value for our customer, employees and, ultimately, our business. The skills and approaches of CapricornVentis have allowed us to refocus and modernise our business rapidly and efficiently while minimising any resistance to cultural changes. Our employees have embraced the new way of working. David Dixon Gentoo, Director of Customer Experience
Oracle is not responsible for partner offers, products or services and disclaims all liability related to partner offers, products or services.

CONTACT CAPRICORNVENTIS
Call John Glennane on +44 (0)845 313 8696 to book a free consultation.

CapricornVentis John Glennane > +44 (0)845 313 8696 > capventis.com

Go9

Maintaining a winning position is much more than about being the fastest. When considering ERP solutions the same is true. You need the best application, best processes and most importantly a great and well motivated Team. The JD Edwards global portal provided by Oracles Specialised Partners aims to help you consistently win and Go9.

Here are 9 reasons how...

1. Tour a Global Network of Specialised partners implementing and upgrading JD Edwards version 9 effectively 2. Discover the latest feature sets including mobile access and social media tools 3. Get hardware advice on integration plus how to deliver a best in breed Oracle Optimised Solution 4. Read and download leading analyst related reports about Oracle and competitive products 5. Learn how Oracle Business Accelerators provide reduced risk, accelerated time-to-market and save you money

6. Walk through the well-defined product road map, backed with Oracles Lifetime Support and Applications Unlimited 7. Identify (from a portfolio of almost 250) relevant industry Oracle Business Accelerators 8. Drill down to find more on 9s inclusive Business Intelligence within version 9 9. Join the Go9 Community and User Group for access to one central JD Edwards portal of information.

Join the community today at www.go9withjde.com

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05

ORACLE SAAS SOLUTIONS

ORACLE CRM ON DEMAND

You need to improve the effectiveness and reduce the cost of your marketing activities. You want to generate more leads and convert a greater proportion of them into revenue. And youre also looking for a significant reduction in your IT costs. Oracle CRM On Demand can help you achieve all of this and more. Its simply the most complete, integrated SaaS solution for supporting every aspect of marketing, sales and customer service automation. And its recognised by independent industryanalysts including Gartner and Forrester as leading themarket in CRM functionality.

YOUR BENEFITS
Low TCO through integrated sales force and marketing process automation, affordable monthly subscriptions with no up-front software or hardware investments, and reduced support, maintenance and management Improved productivity and intuitive operation, customisable but consistent user interfaces, and integration with MS Office Best and fastest time to value through rapid implementation, integrated business intelligence, enhanced lead generation and conversion, and redeployment of scarce IT resources to value-creating projects Increased responsiveness to changes in requirements through straightforward integration, customisation and expansion Peace of mind through local EMEA sales data hosting

LeaRN MORe
Discover Oracle CRM On Demand: > oracle.com/goto/crm-ondemand/uk > oracle.com/goto/crm-ondemand/ie

ORACLE JD EDWARDS ENTERPRISEONE

Perhaps the rapid growth of your organisation is putting unacceptable pressure on your IT resources. Maybe your business is outgrowing your existing ERP solution due to increasingly complex processes. Or it could be that you want to increase your competitiveness by gaining greater insight intobusiness performance and reacting faster to new opportunities. Oracle JD Edwards EnterpriseOne isthe ERPsolution that can do all of this and more, while simultaneously reducing your operational costs.

YOUR BENEFITS
Complete, flexible, integrated business process coverage Best and fastest time to value with rapid deployment Investment protection through a well-defined product roadmap backed by Oracles Lifetime Support and Applications Unlimited program Lower training costs and increased user productivity through intuitive and consistent user interfaces Closer alignment between processes and business requirements through extensive localisation options and industryspecific application modules

LeaRN MORe
Discover how to make your key business processes more effective and efficient: > oracle.com/goto/jde/uk > oracle.com/goto/jde/ie

06

SAAS SUPERSTARS IN ACTION

THE POWER OF INTEGRATION & AUTOMATION

with Oracle CRM On Demand, they were able to automate their entire lead and customer management process, including lead follow-up. And powerful analytics has enabled the company to help advertisers target campaigns and measure results more effectively. The ultimate result for the business? An ROI of 100% in less than 6 months.

IT-FREE MARKETING FOR TRANSACTIONS SERVICES PROVIDER

VocaLink is a specialist UK provider of transaction services to banks, their corporate customers, and government departments. The company wanted to consolidate all its customer information into a single database, automate marketing and improve the sales pipeline while minimising costs. By implementing Oracle CRM on Demand, Vocalink was able to consolidate 17 separate sales and marketing databases onto a single platform. The solution has also empowered marketing personnel to manage an automated marketing process without any involvement from IT. Finally, Oracle CRM On Demand also enabled Vocalink to automate all its sales reporting, and centrally manage all the sales and customer service processes associated with a new range of products.

The key to maximising the value of SaaS in relation to critical business processes such as CRM is integration. The applications within Oracle CRM On Demand are designed to work seamlessly together, and provide consistent interfaces while also allowing for customisation. The benefits are reflected in enhanced user productivity, reduced IT support workload and cost, complete and actionable data, and smoother, more efficient operations. Here are some examples of companies that are already benefitting.

RAPID DEPLOYMENT AND REDUCED COSTS FOR FINANCIAL CONSULTANCY

COMIT SE is an established consultancy and implementation partner for the financial industry in Germany. It needed to create a uniform customer database, standardise opportunity management, and implement integrated reporting. The company deployed Oracle CRM On Demand for 100 users spread across 3 countries in just six weeks. The solution enabled the firm to implement reporting and analytical functionality for forecasting, front log and backlog reporting, and project status, and integrate it with a number of other programs. The integration of external applications helped secure user acceptance of the system, while built-in email campaigns made it easier to track marketing effectiveness. And simplified administration, combined with the hosting model has enabled COMIT to significantly reduce operational and capital expenditure.

aRe YOU ReaDY FOR SaaS?

Many more oracle customers have become saas superstars and are now reaping the rewards. > crmondemand.oracle.com/uk/customers

RAPID ROI FOR HEALTHCARE PORTAL PROVIDER

Slovakian healthcare portal provider Sandling spol. s.r.o needed to integrate its sales and service processes more closely. The project goals were to improve the efficiency of lead tracking, maximise lead conversion, assess the effectiveness of specific ads and promotions, and track user behaviour. By replacing their spreadsheet-based client record and account management tools

07

IN THE SPOTLIGHT

ERP AS A SERVICE
Oracle JD Edwards EnterpriseOne, Oracles leading ERP solution for midsize businesses is now available as a service. It delivers a comprehensive, easy-to-use, fast to implement, cost-effective and fully integrated suite of applications covering your key business processes. With no hardware investment required and regular updates deployed centrally, you can be assured of a low total cost of ownership. And with Oracle investing heavily in both R&D and support, you can also be confident that your ERP software, delivered securely as a service, will always be up-to-date.

Access tools and resources that prove the value of Oracle JD Edwards EnterpriseOne to your business. Click on one of the links below for access to a wide range of white papers, product documents, videos, podcasts and customer testimony.

Learn more about Oracle CRM On Demand

> oracle.com/goto/ crm-ondemand/uk > oracle.com/goto/ crm-ondemand/ie

Discover Oracles ERP applications as a service

> oracle.com/goto/jde/uk > oracle.com/goto/jde/ie

For further information call: England 8705332200 Ireland 1850 672 253 Email: uksales_ie@oracle.com
> oracle.com/uk/smb

CRM aS a SeRVICe

eRP aPPLICaTIONS aS a SeRVICe

CONTaCT US

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