OSM

Communications Order & Service ManagementExtending CRM Service Delivery

July 2007

Key Presentation Objectives

• Explain how the acquisition of MetaSolv addresses akey Service Delivery Order Management need

• Describe the respective positioning of CRM, Fusionm/w and Order & Service Management (OSM) in anend to end fulfillment footprint

• Provide guidance for CRM teams on how to identifyadditional CRM opportunities & sales engagement

Suite comprises a tightlyintegrated set of applicationsincluding:

Provisioning

Inventory Management

Service Activation

Network Mediation

Configuration Management

Business Benefits

Accelerate and improve the servicefulfillment process, leading to:

Lower service fulfillment costs

Lower order fall out

Fewer mistakes, less rework

Faster order throughput

Improved cash flow

CommunicationsService Fulfillment

Suite

MetaSolv’s solutions have a new name…Oracle CommunicationsService Fulfillment Suite

Oracle Accelerates the Service LifecycleWith the First End-to-End Solution, from ‘Concept-to-Cash’

Service Creation

OfferManagement

RevenueManagement

Usage / Charging

Service Delivery

Analysis

Service Fulfillment

Campaign Execution

Billing / Collections

Reporting

Service Design

Concept to Cash

Customer OrderManagement

Top 10 ‘Order-to-Fulfillment’ Issues

0 1 2 3 4 5 6

1. It takes too long to introduce new products

2. Slow order delivery

3. Cost of service delivery

4. Not having a comprehensive software solution

5. Too many manual and redundant activities

6. Difficulty tracking order progress and status

7. Lack of end-to-end process support

8. Inefficient order-handling

9. Mistakes leading to more work or lost contracts

10. Pricing is not flexible

Data based on independent study conducted for Oracle by KRC Research. n=55

Guaranteeing the Customer Experience

Pre-OrderPromotion &

PricingAdministration

Promotion Eligibility Rules Setup

Product Compatibility RulesSet up

Bundle Formation

Pricing Rules Set up

Pre-Launch Scenario Testing

Promotion RecommendationRules Set up

Product and Pricing DefinitionPublish and Subscribe

Sales OrderCapture &Validation

Sales Product Catalog

Bundle Configuration

Pre-built Cross and Up-sellRecommendation

Sales Order Capture &Validation

Pricing Waterfall

Order Status Tracking

Credit Check

Service Availability Check

Service Delivery

Order Management

Order Decomposition

Coordinates Inventory,Activation, other OSS

Order Lifecycle and StatusTracking

Jeopardy Handling

Supplemental, CancellationOrder handling

Order Fallout management

Order Management Requirements forService Delivery

Operational ChallengesOrder Management

Requirements

Process coordination & management oforders across any & all systems and groupsacross the organization

Service Delivery across multipleorder capture & fulfillmentexecution systems

Growing need for full order lifecyclemanagement – service complexityrequires managing Order Kick-Outs &Fall-Outs

Increasing rate of change &complexity of new services

Shift from custom code development toproductized order management functionalcapabilities

Custom solutions using EAItechnologies have provenexpensive to build & maintain

Need for clear design time tool focused on, andenabling, rapid service configuration,deployment & retirement

Order management capabilities that enhanceand supplement limitations of existingsystems

Introducing Order & ServiceManagement (OSM)* application

• Key Value with Oracle CRM:

• Productized order management -From pre-order through to delivery

• Integrates CRM with ServiceFulfillment and Assurance

• Enables predictable service deliveryand guaranteed end to end customerexperience

En

terp

rise

An

aly

tic

s

Se

rvic

eC

rea

tion

En

viro

nm

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t

Communications Applications

CustomerRelationshipManagement

Billing &Revenue

Management

FinancialManagement

Order & Service Management

Inventory Management

Activation Mediation

Service Delivery Platform (Fusion)

En

terp

rise

An

aly

tic

s

Se

rvic

eC

rea

tion

En

viro

nm

en

t

Communications Applications

CustomerRelationshipManagement

Billing &Revenue

Management

FinancialManagement

Order & Service Management

Inventory Management

Activation Mediation

Service Delivery Platform (Fusion)

• Lifecycle order management –order decomposition andexecution across any service &network domain

• Provides constant visibility oforder progress during the entirecustomer experience

• Intelligent change managementfor in-flight order changes /exceptions

• Navigates users dynamicallythrough order lifecycle

* Previously known as Oracle Communications Provisioning

OSM – Capabilities & Differentiators

Valueof

OrderMgmt.

Foundations(Processes, Workflow, Tasks, Rules, Workgroups, etc.)

Order & Service Management

Order Support(Order Lifecycle Support, Order Editing, Order Tracking, etc.)

Auto Service Provisioning(Performance, Throughput, etc.)

Manual Service Provisioning(Intelligent OE, Views,Workstreams, etc.)

Advanced Order Management Capabilities(Intelligent Change Mgmt, Decomposition, etc.)

Cartridges

Platform

Enablers

Monitoring

Reporting

ServiceCreation

Environment

CartridgesCartridges

Monitoring

Reporting

Cartridges

PlatformEnablers Retail Orders* Wholesale Orders* Partner Orders*

ServiceCreation

Environment

* Orders captured, validated & generated in CRM are executed by OSM

How OSM & CRM intregrate in theoverall Concept to Cash value chain

3 CampaignExecution

• Campaign Management

• Sales Execution

• Real-time up sell/cross sell

• Order Capture and Commit

4 Service Fulfillment

• Inventory assignment

• Order orchestration

• Provisioning

• Service Activation &Configuration

5 Usage Charging

• Service Delivery & Usage

• Service Mediation

• Real-time charging and billing

• Discounts and promotions

1 Concept Creation

• Customer insight

• Behavioral and revenueanalytics

• Segmentation analysis

• Concept generation

2 Service Design

• Service definition &configuration

• Service pricing, bundles andpromotions

• Service network deployment

• Service trials and release

• Customer and invoicing

• Trial billing

• Receivables and G/L

• Collections

• Partner settlements

6 Billing & A/R

Order & Service Management

• Supporting CRM Campaign Execution

• Integrated contract management

• Ingest Order from CRM Order Capture

• Resource reservations

• Technical service availability

• Ensure exact promise delivery

• Track order execution to campaign

3 CampaignExecution

• Campaign Management

• Sales Execution

• Real-time up sell/cross sell

• Order Capture and Commit

4 Service Fulfillment

• Inventory assignment

• Order Process Management

• Provisioning

• Service Activation &Configuration

5 Usage Charging

• Service Delivery & Usage

• Service Mediation

• Real-time charging and billing

• Discounts and promotions

1 Concept Creation

• Customer insight

• Behavioral and revenueanalytics

• Segmentation analysis

• Concept generation

2 Service Design

• Service definition &configuration

• Service pricing, bundles andpromotions

• Service network deployment

• Service trials and release

• Customer and invoicing

• Trial billing

• Receivables and G/L

• Collections

• Partner settlements

6 Billing & A/R

Order & Service Management

• Order Validation

• Order Decomposition

• Order Coordination

• Order Tracking and Visibility

• Intelligent Change Management

• CRM integrated worklist management

How OSM & CRM intregrate in theoverall Concept to Cash value chain

Interoperability – OSM & CRM

• What is available today

• OSM is GA application that’sinteroperable with Fusion

• Siebel / OSM Quad Playdemonstration

• Enabled by Fusionmiddleware

• Unveiled at 3GSM in Feb2007

• Marquee tier one referenceaccounts for Siebel / OSM – e.g.China Tel (Shanghai)

• Field sales support &demonstration capabilities

• What is planned• Productised Siebel / OSM

integration using Fusion-based AIAinfrastructure

• Priority focus on order-to-cashflow from CRM to OSM, andreturn status updates

• Native Fusion adoption within OSMapplication

• Priority focus - Port on OracleContainer for J2EE (OC4J)

• Enhancements to OSM application

• Integrated, Design Time ServiceCreation Environment forService Fulfillment

China Telecom – ShanghaiIntroduction

• BSS / OSS Transformation programme – replace System97• Selected Siebel as CRM for their M/BOSS system• Selected Oracle Comms OSM, S&SM & Activation for Service Fulfillment

• Business Challenge:• Retire Legacy Ordering & Inventory System• Requires concurrent support of existing and emerging next-gen

services/technologies

• OSS Solution:• Convergent provisioning capability for Voice, Broadband and Mobile,

including TN, Address and Customer Service management

• Business Benefits:• A single automated system managing end user services• Flexibility to model and support new services rapidly – e.g. 3G Mobile

Mobile – PHS

Siebel CRM

OracleCommsServiceFulfillment

NetworkTechnology

China Telecom – ShanghaiSolution Architecture

Basic flow as follows:• Siebel CRM interacts with

OSM, S&SM, etc viamiddleware

• From OSS perspective, SiebelCRM will:

• Sends order to OSM andreceives order response

• Query status / reserve /redeem inventory – e.g. TNreservation

• Order Management based onOSM and custom module fororder combine and splitoperation – merges severalorders into one order or splitone order to several ordersaccording to customer businessrequirements

HLR IN

Subscriber& Service

Service Activation

Order & ServiceManagement

Voice Broadband

Custom Order Split / Merge

Middleware

Value of OSM in China Telecom

• Creating a Perfect Order• Oracle CRM - Order Capture & Offer

Management• First Contact to Contract to Cash to Care

• Leverages expertise, customer intelligence,manage complex products & execute salesflawlessly

• “multi-channel” order/offer managementacross call center, web, and storefront

• Delivering a Perfect Order• Oracle OSM – Order Decomposition,

Coordination & Fulfillment• Order Visibility - Unified view of customer order

across different systems & silos of information

• Streamlined Processes for all order types inService Lifecycle

• Glue for CSR to negotiate the order

Order & ServiceManagement

• Delivers the CustomerExperience

• Provides ability toRespond to theCustomer

• Real Time Changes toCustomer requests

OSM role in Service Delivery

Product & Service MaturitySupport Services from incubation to mass market volumes

• Time to Market Launch

• Time to Volume

• Time to Resolve3 Campaign

Execution

• Campaign Management

• Sales Execution

• Real-time up sell/cross sell

• Order Capture and Commit

4 Service Fulfillment

• Inventory assignment

• Order orchestration

• Provisioning

• Service Activation &Configuration

5 Usage Charging

• Service Delivery & Usage

• Service Mediation

• Real-time charging and billing

• Discounts and promotions

1 Concept Creation

• Customer insight

• Behavioral and revenueanalytics

• Segmentation analysis

• Concept generation

2 Service Design

• Service definition &configuration

• Service pricing, bundles andpromotions

• Service network deployment

• Service trials and release

• Customer and invoicing

• Trial billing

• Receivables and G/L

• Collections

• Partner settlements

6 Billing & A/R

Gain Control of In-flight Order Changes

• Focus on ‘sunny day’processes

• Avoid costly developmentand maintenance, anddisruption ofcompensation, rollback &do-over approaches

• Avoid costly manualimpact analyses andcompensation plans

Minimize CostsOrder Fulfillment Process Costs

Sunny DayProvisioningProcesses

Cloudy /Rainy Day

ProvisioningProcesses

Typical Costs Oracle Order Management

ICM EliminatesUnpredictable

Costs

PredictableCosts

Key Value to CustomersExtended

CRMServiceDelivery

Deliver the perfect order & customerexperience

Streamlined processes for all ordertypes in customer life cycle

Seamless manual and automatedprovisioning

Leveraging existing operational assets

Incremental growth to full scaleautomation

Fast timeto market

ReducedCost

Automated compensation for changesto in-flight orders

Reduce fall out

Empowered to create / modify anddeploy service Cartridges

Configuration, not code driven

Customer& partnerEnabled

Customer benefits include:

Faster time to market

Faster order throughput

Lower operating costs

Fewer mistakes / lost orders

Greater service flexibility

Why CRM sales should care about OSM

• Order Management is a key challenge that Telco’s are struggling withtoday

• Siebel CRM + OSM offers a unique product based solution that addressesthe Order Management challenges

• Create additional CRM opportunities• Leveraging OSM enables you to identify and create additional sales

opportunities

• Pitch Integrated Order Processing with - Siebel Quote & Order Capture;Siebel Configurator, Siebel Dynamic Pricer, Siebel Dynamic Catalog

• Cross-sell: Siebel Contracts, Siebel Bulk Orders, Siebel Field Service, Siebel8.1 eCommerce (future)

• Create key competitive differentiation• Through packaged application capability, not custom solution

• Provide a larger Service Fulfillment footprint from CRM to order mgmt to activation –increase strategic customer value

• Productised integration (AIA) with industry service packs

• Referencable tier one customers

OSM enables & extendsSiebel CRM’s ServiceDelivery capabilities

• Mature, proven GA productwith 14 productiondeployments in tier onecustomers on a global basis

• Supports Service Deliveryrequirements forcommunications industry