1. Effectively Migrating from Salesforce.com to
Oracle CRM On Demand
Ed Ahearn, CRM Practice Manager
Jenn Ardery, Marketing Programs Manager
1 © 2009 KBACE Technologies, Inc.

2. Agenda
• Project Background
• Software as a Service (SaaS)
• Oracle CRM On Demand Overview
• Project Scope
• Data Conversion
• Outlook Integration
• Reporting & Analytics
• User Adoption & Training
• Lessons Learned
• Demo
• Q&A
2 © 2009 KBACE Technologies, Inc.

3. Project Background
• Used Salesforce.com for over 7 years
• Sales Force Automation (SFA) functionality was generally okay
• Lacked analytics and many of the pre-built reports that Oracle CRM OD offers
(from Siebel Analytics best practices)
• Never owned by an implementation team
• Data cleanliness became an issue
• User adoption had room for improvement
• Run our own business on the E-Business Suite R12.1.1
3 © 2009 KBACE Technologies, Inc.

4. Software as a Service (SaaS)
• Enables the delivery of business applications in an on-demand
environment over the Internet
• Eliminates software licenses and hardware management
• Offers affordable and predictable monthly costs
• Delivers faster return on your investment
• Provides upgrades to all users
4 © 2009 KBACE Technologies, Inc.

5. Oracle CRM On Demand
• Deep CRM and SFA
• Marketing
• Sales
• Analytics
• Service
• Usability
• Rapid user adoption
• Easy to administer
• Options
• Call Center
• Partner Relationship Management
• Mobile Access
• Email Marketing
• Social CRM
• Stand Alone application
5 © 2009 KBACE Technologies, Inc.

6. Project Scope
• Implement only standard functionality in 1st phase
• Decided one month later to implement Campaign functionality
• Manage Pipeline flow - Account, Contact, Lead, Opportunity,
Task / Appointment
• Generate targeted Campaign lists
• Enable call and appointment logging (historical)
• Convert data from Salesforce.com
• Leveraging Oracle CRM On Demand spreadsheet upload function
• Change the way Opportunities are categorized
• Opportunity to optimize business processes with any new implementation
• Configure account and partner hierarchies
6 © 2009 KBACE Technologies, Inc.

7. Data Conversion
• Converted 4000 Contacts and 1500 Accounts
• Provided opportunity to identify and resolve duplicate data (i.e.
company names)
• Exported from Salesforce and imported into CRM On Demand
using standard tools in both applications
• It’s that easy!
• Used intuitive field mapping
• Eliminated need for custom code by leveraging SaaS approach
• Saved time and decreased cost
• Converted all Objects including Opportunity and Call history
7 © 2009 KBACE Technologies, Inc.

8. Outlook Integration
• Installs in minutes by anyone
and requires very minimal
training
• Accesses your CRM contact
database directly from your
familiar Outlook interface
• Creates a single view of the
customer for better decisions
and service
8 © 2009 KBACE Technologies, Inc.

9. Reporting & Account Intelligence
• Delivers customer insight through
real-time reporting
• Packaged with numerous pre-built
reports and dashboards
• User-friendly lists can be
generated in a couple of minutes
• Embed reports / dashboards on
home page for easy access
9 © 2009 KBACE Technologies, Inc.

10. Historical & Real Time Analytics
• Based on Siebel Analytics
• Delivers snapshots comparing
business performance over time
• Drives corporate objectives with
quantified business data
10 © 2009 KBACE Technologies, Inc.

11. Report Drillability
Oracle Salesforce
Any report value may be a hyperlink to Reports are static, and do not include the
anywhere, including other reports, ability to drill deeper and easily access
records in the CRM system, or external deeper data. Cannot link to the record in
URLs; to any number of levels. Can also the report.
drill into multiple locations from a link.
Commentary
A key to user adoption in any application is ease of use an navigation. When viewing a report,
users often need more information and want to go deeper to the source of the data, which
allows them to gain better insight into their business. Without drillability, reporting will be
cumbersome, and user adoption will be significantly diminished.
11 © 2009 KBACE Technologies, Inc.

12. Enterprise Grade Dashboards
Oracle Salesforce
• Tabbed Dashboarding • No Tabbed Browsing
• Dynamic Guided Navigation • No guided navigation
• Color Control of chart elements • No color control of elements
• Drag & Drop creation/administration • Clunky arrow based report admin
• Unlimited Components • 20 components only
• Dashboards easily Sum • Dashboards don’t natively Sum
Commentary
A simple user interface for both users and administrators is critical to the adoption of both
reporting and analytics. Oracle allows for tabbing and nesting of dashboards, more varied
chart types and colors, unlimited reports within dashboards, easy summation, and many
other little features that add up to a big difference in actual report utilization.
12 © 2009 KBACE Technologies, Inc.

13. Training
• Able to get 15 users up and running within 1 week
• CRM Administrators, new to the application, were able to deliver
one-on-one training
• Training sessions lasted 1 to 1.5 hours and most were remote
• Validated converted data
• Experienced minimal follow-up questions
• Received no negative feedback from sales team
• Suggestions received from the field were implemented
immediately
13 © 2009 KBACE Technologies, Inc.

14. User Adoption
• The more value provided, the quicker users will adopt:
• Pipeline summary on home page
• Delivered the same pipeline report as sales team was used to
• Web site stats / leads display on home page
• One-on-one training
• Requests from the field can be implemented immediately
• Easy to maintain and configure
• User personalization
• Sales team is able to run their own reports
14 © 2009 KBACE Technologies, Inc.

15. Lessons Learned
• Effectively running our business on CRM On Demand with
entirely out of the box functionality
• SaaS platform enables a rapid implementation – 4 weeks!
• Small goals, yield big returns
• No cost for continued support
15 © 2009 KBACE Technologies, Inc.

16. Lessons Learned
• Seamless Go-Live - Data conversion took place over the weekend and
system was up and running on Monday
• Experience minimal performance issues as Oracle fine tunes system behind
the scenes
• Realized importance of buy-in from Executive Team
• System is only as good as the quality of data in it
• CRM Administrator keeps track of leads and keeps the sales team “honest”
• No negative feedback from the Sales team – uncommon with change
• Leverage ongoing upgrades offered to all customers
16 © 2009 KBACE Technologies, Inc.

17. Questions & Answers
As a Worldwide Oracle Certified Advantage Partner (the highest partner distinction
awarded by Oracle), KBACE is committed to delivering quality results. KBACE enables
clients to become productive from day one by maintaining five lines of business
dedicated to all areas of the Oracle E-Business Suite:
• Professional Services
• Analytics
• Education
• Advanced Technology
• Support Services
17 © 2009 KBACE Technologies, Inc.

18. Thank You!!
Speakers:
Ed Ahearn Jenn Ardery
Email: eahearn@kbace.com Email: jardery@kbace.com
Phone: 617.803.5205 Phone: 603-821-7148
Recording & Presentation:
http://kbace.com/index.php/events/webinars/online-archives
18 © 2009 KBACE Technologies, Inc.