cx for midsize v11

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |

Oracle Customer ExperienceCloud For MidsizeTransforming the way you do business

Last Updated: August 2015

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 2

Safe Harbor StatementThe following is intended to outline our general product direction. It is intended for information purposes only, and 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. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


You are part of an Engine of Economic Growth

The Middle Market is the great unheralded driver of the economy. These businesses, with anywhere from $10 million to $1 billion in revenue, employ 48 million people in the U.S. and contribute about a third of the nation’s GDP.”

- GE Capital Corporate Finance

Representing 3% of all US companies

More than $10 TRILLION in

annual revenue

ONE THIRD of all U.S. jobs

The U.S. Middle Market would be, by itself, the FOURTH LARGEST economy in the world, just behind Japan.

Sources: GE Capital, Financing Challenges and Opportunities in the Middle Market.

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 4Copyright © 2015, Oracle and/or its affiliates. All rights reserved.

Customer Experience can help you Differentiate

CX LEADERS Have a category leading brand1

Are loyalty leaders in their market1

Grow faster than their competitors1

27% of all large companies in 2010 were still Midsize firms in 20052

Save revenue with lower churn3

Are sustainably profitable

Sources: 1. Bain, The five disciplines of customer experience leaders 2015 2. Ohio State University and GE Capital, The Market that Moves America

3. Forrester, The Business Impact of Customer Experience 2014

CX LAGGARDS Grow much slower than their competitors1

Are putting significant revenue at risk2

Have a high cost-to-serve Have issues with existing customers

switching brands to competitors3

Have limited insight when making strategic business decisions

Have issues with profitability1

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 5Copyright © 2015, Oracle and/or its affiliates. All rights reserved.

Sources: Bain, The five disciplines of customer experience leaders 2015

Competitive Advantage is Vital to Midsize Companies

Companies that excel at customer experience grow revenues 4 to 8% above the market.1

A superior customer experience earns stronger loyalty, turning customers into promoters with a lifetime value 6 to 14 times that of detractors.1


But Key Challenges in Midsize will get in your way

3. ConsistencySiloed business functions make it difficult to ensure each interaction is a continuation of the one before

2. RelevanceThere is limited bandwidth to understand each customer preference and personalize engagements

1. CoverageIt’s difficult competing with large enterprises and covering the total addressable market

6. Decision MakingLack of intelligence means important decisions are being made based on intuition and gut feel

5. ResourceLimited resources are making it difficult to deliver the level of service your customer demands

4. PresenceCustomers expect to do business over whichever channel is convenient to them at the time


ENGAGE WITH RELEVANCEAttract and nurture with Modern Marketing. Build relationships and sell smarter with Modern Sales. Support anytime, anywhere with Modern Service.

COMPETE WITH INTELLIGENCEReal-time insight embedded into Marketing, Sales and Service to make well informed, strategic decisions and outperform the competition.

GROW WITH CONFIDENCEIntegrated Marketing, Sales and Service on a secure platform that will scale as your business grows.

Oracle Customer Experience Cloud for Midsize


Modern Approaches to Transform your Business

KEY CHALLENGE

COVERAGE

RELEVANCE

CONSISTENCY

CHANNEL PRESENCE

LIMITED RESOURCES AND HIGH COST TO SERVE

DECISIONS MADE WITHOUT INTELLIGENCE

MODERN APPROACHES

MODERN MARKETING deliver automated yet personalized customer engagements at scale

MODERN SALES ramp up sales reps to full productivity with repeatability and compliance

MODERN SERVICE empower customers to self-serve across channels and agents to manage timely resolution

COMPLETE SUITE integrate business functions and embed intelligence


Empower Business TransformationSingle suite approach empowers business transformation

Marketing, Sales and Service with a unified customer record and set of processes

Deliver engaging, relevant and profitable experiences to end customers, and drive competitive advantage

LEVEL 3 - CX TRANSFORMATION Complete CX Suite Beyond automation to

business transformation System of record for all

customer interactions Integrated Marketing,

Sales and Service to drive personalized nurturing, profitable engagements and proactive service resolution

Embedded intelligence to make well informed decisions across every area of business

Deliver best possible experiences to end customer and drive competitive advantage

LEVEL 2 - CRM Automate whole business function Sales, Marketing and Service solutions Basic integration between functions

LEVEL 1 – CONTACT MANAGEMENT Basic Customer Information Isolated process automation Front-end legacy systems


Complete CX for Midsize

MULTIPLE DEVICE

SOCIAL NETWORK

ANALYTIC KPIs AND DASHBOARDS

INTEGRATIONSAPPLICATIONS EXTENSIBILITY

ORACLE CUSTOMER EXPERIENCE CLOUD FOR MIDSIZE

ORACLE MARKETING CLOUD ORACLE SALES & CPQ CLOUD ORACLE SERVICE CLOUD

WEB

EMAIL

MOBILE SOCIAL

CONTACT CENTER

DIRECT


Modern MarketingPlan and execute automated, yet personalized, marketing campaigns at scale.

“The CMO’s role is shifting to encompass every interaction a customer has with a brand. Marketers must go beyond product transactions to build a relationship.”

- Forrester

Target Segment: Get a clear picture of prospects so you can target your campaigns with highly personalized content.

Engage and Nurture across Channels: Nurture at scale across all channels including email, web, display search, video advertising, and mobile.

Track Performance: Real time insight into marketing campaign impact on qualified sales leads, pipeline, and ROI.


Modern Sales Reduce the time it takes to ramp up new reps to full productivity and provide highly qualified leads to engage. Use Sales Intelligence to take the intuition out of strategic decisions.

“Now we can have fact based discussions – where is this deal, where is this customer, do we want to invest more of our precious sales and technology resources on this deal.”

- Elavon

Sales Productivity: Introduce a structured selling process, integrating all customer touchpoints, helping new reps ramp up quickly and hit their quota.

Pipeline Generation: Pass sales highly nurtured leads at the point they need to engage. Provide sales with the tools to self prospect and understand exactly where they are in their buying journey.

Sales Intelligence: Truly understanding every aspect of the business and make important decisions based on intelligence rather than intuition.


Modern CPQGrow faster at scale by driving a more repeatable and compliant sales organization.

“If all members of the sales team follow a proven, predictable sales process – with appropriate allowances for individual selling styles – it’s much easier to scale your sales team more quickly, efficiently and successfully”

- RedRover

Sales Productivity: Offer the Right Solutions to the Right Customers. Work Smarter and Respond Faster.

Margin Protection & Profitability: Close Bigger Deals with Higher Margins. Empower your Teams across Channels.

Repeatable and Compliant: Eliminate waste and maximize margins by ensuring 100% accuracy across all quotes and orders.


Modern ServiceDevelop lasting, profitable relationships with unified web, social, and contact center experiences.

“Oracle provides a complete, well-automated environment for getting customers the information they need, when they need…while providing the rich insight we need to ensure our business decisions are truly customer-driven.”

- iRobot

Customer Self Service: Empower customers to easily self-solve their issues anywhere with Web Self Service, Mobile, Email and Live Chat.

Knowledge Everywhere: Deliver the right answers every time with contextual knowledge.

Cross-Channel Contact Center: Manage timely resolution of incidents across all your channels with an agent unified desktop.


Modern customer journey

A sales rep contacts Alison with full context of her online history and product of interest.

Alison runs a small business and is looking for a hosting provider. She searches online.

Following a promotional ad, she finds herself on a website where she signs up for a whitepaper.

After an engaging call, she agrees to purchase. A quote is configured and sent to Alison, which she signs electronically.

Alison’s details are added to a nurturing campaign and she is sent an invite to a webinar.

4 months on and Alison requires additional storage. She uses the self service portal to find out her options.

She attends the webinar and exceeds the lead scoring threshold. She is pushed to sales.

The question prompts an automatic promotional email to be sent to Alison and an immediate call from her sales rep. She buys the additional storage.


Drive a more connected and personalized experience

MARKETING

SALES

CONFIGURE, PRICE & QUOTE

SERVICE

UPSELL

Click thru

Lead Scoring

Digital Body Language

Nurturing

Order Information

Service Request

Asset Information

Promotion

Research

New Prospect

New Customer


Oracle CX for Midsize Customers

Increase net new revenue through targeted marketing and sales while servicing existing customers for repeat business. Increase TH March share of voice in social media.

Oracle Marketing Cloud Oracle Sales Cloud Oracle Service Cloud

Increase sales velocity through process standardization and increased awareness of all customer interactions resulting in more in-depth conversations with the customer.

Oracle Marketing Cloud Oracle Sales Cloud Oracle Data Cloud

Improved collaboration and coaching between Sales Management and Sales Reps by focusing on planned and completed customer activities.

Oracle Marketing Cloud Oracle Sales Cloud Oracle JD Edwards

Consistent sales processes and improved reporting supporting business strategy. Increased user adoption through mobile access and improved data quality and visibility across the platform.

Oracle Marketing Cloud Oracle Sales Cloud Oracle EBS

Increased revenue and margin. Gained management insight into customers, pipeline and opportunities. Improved customer experience.

Oracle Sales Cloud Oracle Service Cloud Oracle EBS

Increased sales, improved sales effectiveness, and increase lead to opportunity rates. Improve pricing consistency. Increase sales adoption and productivity with mobile and easy to use UI.

Oracle Sales Cloud Oracle CPQ Cloud Oracle JD Edwards

Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |

Company Overview

Experienced in meeting the insurance needs of retailers, designers, manufacturers, makers, collectors, repairers and wearers, who are all part of the UK’s diverse and vibrant jewelry scene.

100+ employees across the UK, 40 sales reps.

Goal to capture a new market and prepare for the future of selling to consumers.

HQ: London, UK

Industry: Insurance

No single customer view Poor manual process to run

campaigns Market has changed – millennials

want mobile/internet Difficult to identify appropriate

cross sell products Silos of sales processes Very impersonal business No social skills with Facebook,

Twitter, and LinkedIn and losing opportunity

The entire business has visibility of customers, their journey and when to cross sell

Social media listening to the competition has tweaked real-time campaign ideas

Marketing can deliver tangible ROI to the business

Field and inside sales run their own campaigns without the need for marketing

Increase net new revenue through targeted marketing and sales while servicing existing customers for repeat business.

Improve customer retention and recurring revenue

Increase share of voice in social New partner channel to

contribute to revenue. Payback in 16 months as $850k

based on a conservative 1% increase across 5 campaigns

18

Challenge Anticipated ResultsBenefits

SERVICECLOUD

MARKETINGCLOUD

SALESCLOUD

BACKOFFICE

T.H. MarchIncrease sales revenue generation with systematic sales processes


Why Oracle?Only vendor to connect all customer touchpoints across Marketing, Sales, CPQ and Service to drive significant business results and enable business transformation

Market-leading cloud solutions across Marketing, Sales, CPQ and Service

Cross CX Analytics provide accurate intelligence across all customer facing touchpoints

Simple and flexible pricing to support the growing needs of a midsize business

Provisioning handled across all capabilities allowing the platform to scale with growth


Standard Commercial Model From $100/user/function

MARKETING SALES CPQ SERVICE

Campaign Management Contact Management Nurturing and Scoring Marketing Effectiveness CRM Integration Integration API Engage (option)3

Customer Profiler (option)3

Core Sales Force Automation (SFA)1

Oracle Sales Cloud Mobile App Sales Analytics Forecasting Sales Catalog Oracle Social Network Territories Customer Data Management Configuration and Customization

Toolset2

Campaigns (option)3

Oracle Mobilytics (option)3

Incentive Compensation (option)3

Searchable Product Catalog Configurable Products List and Customer-Specific Pricing Discounting Extensible Scripting and Data

Structures Output Document Generation

Multichannel Incident (Case) and Service Contract Management

Email Management Cloud Service App Builder Experience Designer Analytics Dynamic Agent Desktop including

contextual workspaces, opportunity tracking and mobile agent app

Knowledge Enhanced Cloud Platform Chat (option)3

Additional Tier 1 (Customer Portal) sessions (option)3

Additional Emails Sent (option)3

1. Core Sales Force Automation includes accounts, contacts, leads, opportunities, and activities.2. The Configuration and Customization Toolset includes 1 user license for every 20 licensed Oracle Sales Cloud users.3. Options are at additional cost.

INTEGRATION CLOUD SERVICE AVAILABLE


Clear Path to Success

How much this will cost

When it will go-live

Exactly what you get

Simple Pricing

Clear Timelines

Defined Business Outcomes

YOU WANT TO KNOW… IMPLEMENTATION PACKS PROVIDE…

ORACLE CONSULTING provide a set of implementation packs for midsize organizations that deliver tangible outcomes across business functions.

The packs provide certainty of cost, the flexibility to prioritize functions, and are closely aligned to the software product; enabling you to truly transform the way you do business.


Don’t wait for the Competition…

See what’s possible with Oracle CX for Midsize.

Take a deeper dive into our solutionwith a personal demo.

cx for midsize v11

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