business services portal
TRANSCRIPT
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
Name:Title:
Copyright © 2014 Oracle and/or its affiliates. All rights reserved.
SafeHarborStatementThefollowingisintendedtooutlineourgeneralproductdirecGon.ItisintendedforinformaGonpurposesonly,andmaynotbeincorporatedintoanycontract.Itisnotacommitmenttodeliveranymaterial,code,orfuncGonality,andshouldnotberelieduponinmakingpurchasingdecisions.Thedevelopment,release,andGmingofanyfeaturesorfuncGonalitydescribedforOracle’sproductsremainsatthesolediscreGonofOracle.
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
BusinessNeedsDeliveringmobile-op8mizedonlineservicesforcustomersandpartners
3
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
In2020,customerexperiencewillovertakebothpriceandproductasthekeybranddifferen8ator.
– Customers2020Report
4
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
60%ofinformaGonworkersspendatleast1houreverydaydirectlyengagingcustomers
Only12%ofcustomers/partnershaveonlinevisibilityintosupplychaindisrupGons/issues
62%companiesthinkmobilecustomerserviceisacompeGGvedifferenGator
55%ofcustomerspreferautomatedself-service,doublingfiguresseeninthepast5years
BusinessServicesChallenges
5
Source:Forrester Source:Aberdeen
Source:Forbes Source:ICMIMobileCustomerServiceStrategyReport
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
WhatisNeeded?
Self-ServiceandEngagement
6
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
SoluGonsCustomerandPartnerSelfService
7
• B2Bselfserviceforordermanagement
• Warrantyrequests• Fieldservicerequests• Assetmaintenance• Knowledgebasesites• Communityengagementsites
HeadofService
EmpowerCustomersandPartnersthroughSelfService
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
Consider,ForExample…
ORDERSELFSERVICE SELFSERVICECOMMUNITYSITES
• Mobile-enabledorderselfservice• IniGate,track,updateorderrequests,ReturnMaterialAuthorizaGons(RMAs),warrantyextensions,servicerequests
• AggregateddatainsightsacrossdifferentSaaS/on-premisesERP,CRMapplicaGons
• Bi-direcGonaldocumentexchange
• Service-builtpersonalizedB2Bpartner/suppliercommunitysites
• Integratedwithknowledgebaseforselfdiagnosisandhelp
• PeertopeerinteracGonforquickresoluGon,just-in-GmeconversaGons,discussionforums,improvedloyalty
CONNECTED WITH
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.| 9
B2BSelf-ServicePortal/MobileApp
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
B2BPortalApp
10
Mobile App Or Mobile-Optimized web portal
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
MonitorOrdersByBU/LocaGon,Status
Oracle Confidential – Internal/Restricted/Highly Restricted 11
Drill Down: Closed Orders for BU/Location, Order Detail
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
B2BOrderSelfService
Review: Order history, Product Config. Take Action: Request RMA, Submit Order, service request
Product Information: In context access to product information, maintenance procedures
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
B2BOrderSelfService:RequestRMAPCS Process: • Initiated from mobile app • Sample: Create RMA in EBS, Assign
RMA validation task to RMA Analyst • Easy to modify and extend
Task Execution: RMA Analyst validates and approves
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.| 14
B2BOrderSelfServiceMobileApp
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
SOLUTION
ImaginethePossibiliGesSELFSERVICEPORTAL
• ServiceRequestSelf-Service• WarrantyManagement• OrderManagement• ReturnsAuthorizaGonandTracking
BENEFITS
CustomerEmpowerment
ServiceEmployeeProducGvity
StreamlinedOperaGons,AudiGng&ReporGng
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
myEatonOrderPortal
• Deliverservicestoendcustomer– Order,configurators,biddingtools,techspecs
• IncreaseddigitalmarkeGng/salesinformaGon– TargetedmarkeGng/Digitalcatalog
• ConsolidaGonofmanytoolsovermanydivisionstounifiedpresence
• Customer-focused
• Driving“OneEaton”look,feelandfuncGonality
16
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.| 17
CommunitySites
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
SelfServiceCommunitySite
• QuesGons&Answers• IdeaSharing• KnowledgeBase• LeaderBoards• AccesstoContacts• Self-Help
Sites Cloud
EmbeddedProcessCloud
SocialConversaGons
EmbeddedDocuments
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
SITESOPTIONS
CommunityandCollaboraGonPossibiliGes
• CustomerCommunity• ServicesTeamCommunity• Product-specificCommunity• TrainingSite• PartnerCommunity• BetaRegistraGonSite
BENEFITS
ImprovedCustomerEngagement
ServiceTeamEmpowerment
SpeedtoDelivery(Services,Products,Responses)
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
CommunityPortal-McAfee
• Serves50millionsusers• Deliverscommunityengagement,onlinesupport,self-diagnosisandtroubleshooGngcapabiliGes
• Connectedtobackendsystemsandprocesses
• DrivescustomersaGsfacGon
20
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
Solu8onandBenefitsACloudPlaXormforSalesProduc8vityandCustomerEngagement
21
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
UnderlyingArchitectureWithApplicaGonExtensions
SITESCLOUD
E-BUSINESSSUITE/JDEDWARDS/SERVICECLOUD/ERP/OTHERAPPS
PROCESSCLOUD DOCUMENTS/SOCIALCLOUD
ProcessReview,Approvals,SelfService
CommuniGesSites ContentandConversaGons
ApplicaGonsData
CloudOn-Premise
Web Mobile Desktop
MOBILECLOUD
MobileApp,IntegraGon
CONTENT&PROCESS
B2BServicesOrderPortal(MobileApp/Web)
CommunitySite(Web/Mobile)
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
PoweredbyOracleCloudServices
24/7 Anytime, Anywhere Access | Mobile | Social | Integrated and Contextual | Hybrid
CONTENTANDSOCIALENGAGEMENT
Work Orchestration | Integrating People, Processes and Information | Actionable Insight | Rapid Iteration | Cloud-On-Premise Portability
SIMPLIFIEDLINEOFBUSINESSAUTOMATION
Mobile Optimized | Easy to Build | Content Rich | Personalized | Single Pane for Governance
MICROSITESANDB2BCOMMUNITIES
DocumentsCloudService
ProcessCloudService
SitesCloudService
CONTENT&PROCESS
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
BETTERCUSTOMERENGAGEMENTANYWHERE,ANYTIMEAGILITY IMPROVEDPRODUCTIVITY
• Track,placeorupdateorders,servicerequests,returns24X7onmobile
• CommunitydrivespeertopeerinteracGon,speedresponseGmes,improvessaGsfacGonlevels
• SelfserviceandselfhelpimproveSLA’s,drivingcustomerloyalty
• Mobile-opGmized,24X7insights• Driveinventory,logisGcs,planningonthego
• SinglepaneofinformaGonforvisibility,decisionmakingacrossapplicaGonsandprocesses
• Selfserviceportals,communitysiteseliminateservicesoverhead
• CloudmodeleliminatesITrelianceandoverhead,applicaGoncustomizaGonissues
BusinessBenefits
24
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
NextStepsHowtoGetStarted?
25
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
MakeServiceExcellenceaHabitStartthinkingabout:
• HoweasyisitforyourB2Bcustomers,partnersandserviceemployeestoshareandcollaborateoninformaGon?
• Wouldservicesbenefitfromcustomerrelianceonself-service,selfdiagnosisandhelp?
• Whatbenefitswouldbegainedby“mobilizing”informaGonfrombackendERP,CRMandServiceapps?
• WhatbenefitscouldberealizedwithdrivingcustomercommuniGesrichwithknowledgebase,customerdiscussions,real-GmeconversaGonsandready-to-usecontent?
26
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|
EngagewithOracleforanon-sitestrategyday StartyourFREETRIALtoday:cloud.oracle.com/documents
Learnmoreat:oracle.com/digitalcollabora8on
GetStarted
27
Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.| 28