automotive - oracle service cloud - solution overview

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Modern Customer Service Experience for Automotive Industry

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Safe Harbor Statement

The following is intended to outline the general product direction. It is intended for information purposes only, and may or may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. Both Oracle and Ephlux shall only be responsible for what gets incorporated into a contract with the customer.

The development, release, and timing of any features or functionality described for Oracle’s product remains at the sole discretion of Oracle, whereas the development, release, and timing of any features or functionality described for Ephlux Solution on top of Oracle’s product remains at the sole discretion of Ephlux. All material herein is copyrighted by either Oracle or Ephlux and any re-production of the material without consent is strictly forbidden.

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Agenda

What’s all the hype about?Oracle Service Cloud Overview

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How it all fits together?Auto Service ModulesHow to get started?

What’s next?Questions & Answers

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86% of customers stop doing business with a company after one bad experience

80% of your future profits come from your existing customers

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80%

of high-growth companiesprovide a consistent

customer experience acrossall channels

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the customer as we all knowhas changed drastically

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your automotive servicing business

is no different

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Welcome the new customer

Fiercely Empowered

Revolting with

Vengeance

http://www.ephlux.com/cx-cloud

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Demands awesome experience

Endorses and recommends the brand to the whole world

Can’t wait for a minute to get a Response: Likes, Re-tweets, Comments, Feedback mentality

Needs to be constantly pampered, engaged, listened to and then pampered some more.

Customer Expectations

Appreciated good service

Recommended a brand to friends n family

Could wait 24 hours for your customer support to get back

Would understand and follow your company policies and business processes


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Every customer has a unique journey

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that transcends across multiple channels

social

mobile

web

service center

call center

in car

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What does your customer do when the auto breaks down?

75% of customers try to contact you via 3 or more of these channels

1. Tries find out nearest reliable accessible workshop

2. Finds the Knowledgebase on your website on their mobile

3. Tries to find your contact information

4. Calls your call center / Service Center

5. Seek help from friends n family on Social Networks

6. Drops you an email

7. Never wants to repeat their story


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Your customer hatesyour Call Center

and so do you – coz its costly!Still the majority ends up frustrating

themselves and you on your Call Center


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and this happens when you don’t have a cross-channel service center…that spans the customer journey across the

Customer Experience Lifecycle


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WOW the customer acrossCustomer Experience Lifecycle


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Oracle ServiceCloud

Introducing Oracle Service Cloud forAutomotive Industry

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Intent Guide

Web | Mobile Self-Service

Live Chat | Co-Browse

Email Management

Virtual Assistant

Engage & Knowledge Base

PlatformService Cloud

Self-Service FacebookSupport Community

Innovation CommunitySocial Monitor

Semantic Search

Case Management

Guided Resolution

Cross-channel Service

CollaborationUnified Desktop Agent

Unified Mobile Agent App

Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs,

Experience Management, Extensibility & Integration,Hosting & Operations

SocialExperience

Contact CenterExperienceWeb

Experience

Auto Industry Service Center Network Modules

Service Warranty Check

Inventory Availability

Workshop Route Planning

Check-In Geo-Tracking

Service Scheduling

Service Estimates

CTI Integration

IoT Integration

Product Inventory Sync

Service Rep. Assignment

Service Force Tracking

Service Invoice Generation

Franchise Support

ERP Integration

Customer Reward(s)

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Intent Guide



Email Management

Virtual Assistant





Semantic Search

Case Management

Guided Resolution






SocialExperience


Experience






Service Estimates

Service Scheduling

CTI Integration





Franchise Support

ERP Integration

Customer Reward(s)

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Web | Mobile Self Service


Email Management

Web Experience

Intent Guide

Virtual Assistant

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Web | Mobile Self Service


Email Management

Web Experience

Intent Guide

Virtual Assistant

Strengthen relationships by guiding customers to highly relevant knowledge and experiences through an understanding of intent from search queries

Web | Mobile Self Service Cloud Service enables visitors to find answers online from any device. The self-learning knowledge base improves with every customer interaction and provides deep and valuable insight into every customer or trend.

Oracle RightNow Co-browse Cloud Service, agents can share a visual experience with online customers, helping solve issues and answer questions more quickly and accurately than ever before.

Email Management is integrated with the self-learning knowledge base and across customer interaction channels, and it’s optimized for today’s smartphones and mobile web devices

Virtual Assistant Cloud Service enables your customers to have a conversation with your website in everyday language. A web concierge will offer the personalized and engaging humanized interaction experience your customers demand

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Intent Guide



Email Management

Virtual Assistant





Semantic Search

Case Management

Guided Resolution






SocialExperience


Experience






Service Scheduling

Service Estimates

CTI Integration





Franchise Support

ERP Integration

Customer Reward(s)

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Social Experience

Self-Service Facebook

Support Community

Innovation Community

Social Monitoring

Semantic Search

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Social Monitoring

Support Community

Innovation Community

Social Experience

Self-Service Facebook

Semantic Search

Facebook Cloud Service empowers and differentiates your brand by increasing your relevance, growing your fan base, and delivering on your brand promise where your customers are.

You'll never be left in the dark. Take action by automatically capturing posts related to your brand and determining next steps to address your consumers needs.

Empowering consumers to share their experiences, ideas, and advice, they become trusted resources for cost-effective, peer-to-peer support.

Innovation Community Cloud Service helps you connect with your most loyal, knowledgeable customers, the ones with strong opinions and great product ideas

Oracle Knowledge vastly expanded language and geography coverage, significantly increased performance, and reduced footprint with faster search response times, These improvedefficiencies deliver increased productivity and lower operation costs.

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Intent Guide



Email Management

Virtual Assistant





Semantic Search

Case Management

Guided Resolution






SocialExperience


Experience






Service Scheduling

Service Estimates

CTI Integration





Franchise Support

ERP Integration

Customer Reward(s)

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Contact Center Experience

Guided Resolution


Collaboration

Unified Desktop Agent


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Unified Desktop Agent

Guided Resolution

Collaboration

Contact Center Experience



Cross-Channel Cloud Service is a comprehensive cross-channel solution, letting you seamlessly and consistently engage with your customer across every channel.

Agent Desktop Cloud Service enables you to deliver superior customer experiences by unifying enterprise systems and guiding call center agents through business processes across channels

Oracle RightNow Guided Assistance Cloud Service enables you to build guides that lead agents and consumers through a series of questions and answers to direct them to the help and information they desire

Oracle RightNow Collaboration Cloud Service enables Service agents can work together to more quickly resolve issues and deliver a higher level of service.

Deliver relevant, consistent answers for quick resolution over a rapidly growing number of mobile devices, Increase customer satisfaction and loyalty by providing customer support over mobile app.

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Intent Guide



Email Management

Virtual Assistant





Semantic Search

Case Management

Guided Resolution






SocialExperience


Experience






Service Scheduling

Service Estimates

CTI Integration





ERP Integration

Franchise Support

Customer Reward(s)

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Customer Feedback

Integrated Apps

Outreach

Analytics

Knowledge Base


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Knowledge Base

Outreach

Analytics


Customer Feedback

Integrated Apps

Actionable Voice of the Customer is a fully integrated, enterprise-class feedback management software solution that makes it easy for you to gather and act upon critical voice-of-the-customer insight in real time

Get Knowledge Anywhere combines knowledge management software technology with social media collaboration for a consistent, superior customer experience.

Outreach Cloud Service enables you to create proactive, relevant communications based on complete customer history. Powerful campaign management tools help you improve the quality of customer service

Real-Time Actionable Insight that Enables Timely, Informed, and Effective Decisions.

The Oracle RightNow App Builder products form a complete suite of tools for configuring, extending, and integrating customer experience applications on Oracle RightNow Cloud Service.

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Intent Guide



Email Management

Virtual Assistant





Semantic Search

Case Management

Guided Resolution






SocialExperience


Experience






Service Scheduling

Service Estimates

CTI Integration





Customer Reward(s)

Franchise Support

ERP Integration

Product Inventory SyncService Rep. AssignmentService Fieldforce TrackingService Invoice Generation

WebExperience

Intent GuideWeb | Mobile Self-Service

Live Chat | Co-BrowseEmail Management

Virtual Assistant

CampaignManagement

EBS | SAP | JD EdwardsAP/AR – Parts InventoryERP

Financials

KnowledgeManagement

Customer PortalE-Commerce

Oracle RightNow Connect PHP API Cloud Service

ResponsysCommerce Marketing

Email MarketingConsumer Profiles

Service CloudGuided Knowledge

Semantic SearchLive Chat










Customer Mobile app

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Oracle ServiceCloud

Automotive Industry Modules

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Service SchedulingCustomer 360 degree

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Service Rep. AssignmentService Force TrackingService Warranty Check

Service Invoice GenerationService Estimates

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ERP IntegrationProduct Inventory SyncWorkshop Route PlanningInventory AvailabilityCheck-In Geo-Tracking

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CTI Integration*9

Service Center Support8

35Service Scheduling

Automobile Service Center Modules

1 – Customer Registration 3 – Customer Car(s)

2 – Loyalty Card # / Customer # Know your customers the day

they start availing your service

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3 – Create and manage new service requests

1 – Customer 360 view

2- Bird’s eye view of past SRs & purchases

Facilitates agents to know the customer holistically before they interact with them.

Customer 360 degree


37Service Rep. Assignment

Automatic service center and resource assignment

Automatically suggests best available technicians based on customer’s location and availability.


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Relatively free Service Center(CS)

Packed Service Center(CS)


SC15 SR(s)

SC 217 CR(s)SC 4

15 CR(s) With real-time status of on the ground staff’s schedule, agents can allocate service staff based on staff’s schedule and proximity to the customer.


39Service Warranty Check


Thanks to tighter integration with your ERP systems, your agents can know the warranty status of customer purchases and act accordingly.

40Warranty Claim Processing

Separate workflows, business rules and guided assistance for the agents based on the warranty status – automatic determination of revenue case or non-revenue case.


41Service Estimates Calculator

Your agents can provide the service estimates to your customers on the fly with the help of our price/quote estimates generator.


42Service Invoice Generation

In-built module facilitates Price| Quote estimates, invoice generation and ERP integration with just a few clicks.


43Service Center Support

Manage great customer experience across your sales n support franchise network. Auto-assign cases to the franchise service center closest to the customer. Manage Revenue Sharing on service calls with each franchise.


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With native support for all major CTI clients like Avaya, CISCO and Cloud 5, managing customer calls priority and SLA rule implementation is more efficient than ever before.

* May require 3rd party license.

CTI Integration*

Oracle ServiceCloud


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Seamless integration with other on-premise and cloud based ERP deployments including but not limited to Oracle e-Business Suite, JD Edwards and SAP.

ERP Integration

Oracle ServiceCloud


46Executive management Dashboard

Bottlenecks Drill Down Reports

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Dashboards provide actionable intelligence based on bottlenecks by service center, region, by service category, by spare parts & by service specialists for quick management decision making

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Service Requests Drill Down Reports

Executive management Dashboard

Dashboards with drill down to the lowest level enables management to take action instantly

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48Spare Parts Inventory Sync

Your spare parts inventory can be integrated in real-time to provide the most up to date information for your call center agents.


49Workshop Load Monitor

Checked-in customers

Yet to visit Workshop Load– mapSep. 02, 2015

Managers and supervisors can monitor and geo-track the SR(s) of the Service Centers in near real-time environment with up to the minute accuracy.


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Agents can quickly scan spare parts inventory items about their in-stock availability and price.

Spare Parts Inventory Availability


51Customer Service Rating & Feedback


Let your end customers rate the service & provide feedback along with optionally taking snaps of the repaired appliance from their mobile.

52Internet of Things - Integration


Free your customers from the worry and hassles of remembering service due dates, oil changes.

53Internet of Things – Pre-emptive guidance


Help your customer by making it hassle free to know about vehicle’s health using IoT enabled car sensors. This gadget monitors significant parts, reports & reminds preemptively about upcoming maintenance tasks .

54Smart Vehicle Health Monitoring | Appointment Setting


Through a comprehensive loop, it uses your customer’s day planner to automatically schedule service appointments based on vehicle’s health data and service center workload and availability.

Engine Oil levelEngine healthFuel efficiencyAccelerometers

Uses customer's day planner to schedule an appointment

Alert user of the appointment

Keep track of vehicle metrics

1. Smart device senses the potential problem, verifies & confirms it.

2. Find out solution ( i.e. Visit to service center )

3. Checks available slots of vehicle owner and service center calendar

4. Picks 3 matched slots based on both preferences

5. Sends alert to both parties for approval 6. Locks the slot and mark it reserved on

both calendars

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How to get started?

Schedule a demo Proof of Concept

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Subscribe Service CloudCustomization & IntegrationData Migration & Soft Launch

Support & MaintenanceLaunch

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Oracle ServiceCloud

http://[email protected]+1 866 788 4185

Introducing Oracle Service Cloud forAutomotive Industry