Inside-Out is out – The changing paradigm of CX in Manufacturing / Hi-Tech Organizations
Sunil NairLead Consultant Infosys
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Table of Contents
Evolution of Customer Experience
Customer Experience Success Factors
Oracle CX Portfolio & Infosys CX Solutions
Illustrative Use Case & Case Studies
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Drivers for Unified Customer Experience
Evolving Technology Changing Customer Expectations CX Imperatives 2 31
• Mobility
• Internet of Things
• Big Data Analytics
• Movement to Zero Footprint/ Cloud
• Improved User experience
• Seamless integration across channels
• Personalization, Convenience, Social
Business Imperatives Higher customer satisfaction and increased Loyalty Increased customer engagement and advocacy Enhancing brand value through better real time insights and focused actions Increased reach of brand(s) and expansion of customer base
• Ensure End to End coverage across
customer touch points
• Personalized offerings & promotions
• Gather actionable insights
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Evolution of Customer Experience4
Inside-Out Approach Product Focused
• Made to Stock Products• You buy what we make
Service Focused– Customer Satisfaction (CRM)
• Satisfied Customers • Build Sustainable Brands
Outside-In Approach – Customer Experience (CX)
• Co-create and Co-Innovate• Loyal Customers • Repeat Business
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CX Success Factors
Customer Experience
Intuitive User
Experience
Personalized Offerings
Cross Channel
Engagement
Service Interactions
Analytics and
Optimization
Maximizing RoI
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Web
MobileSocial
In Store Contact Center
Field ServiceDirect Sales Channel Sales
Oracle CX Portfolio: Comprehensive Coverage
Marketing
Oracle Marketing
Cloud
Sales
Oracle Sales Cloud
Oracle Fusion
CPQ
Oracle CPQ Cloud
Service
Oracle Service Cloud
Social
Oracle Social Cloud
Commerce
Oracle Commerce
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Customer Experience Solution Accelerators
Large project implementation experience and Organizational Capabilities
Implementation accelerators
Domain Expertise
Business Consulting
Services
Technology extensions
Integration Packs
• Business case for CX adoption
• CX Process Consulting
• Mobility Enablement
• Pre Built Integrations with enterprise applications and other CX products
• Methodology / Framework with templates and other tools
• Ready to use pre-configured business processes
• More than 18M Man hours of Domain Consulting experience across verticals
Infosys CX Solutions and Extensions
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Summary of Prebuilt CX SolutionsBusiness Scenario Products Leveraged
Ability to launch a social marketing campaign and collect responses
Dynamic web catalogue providing ease of use to select complex products.
Service center access and delivery across multiple channels for customers as well as service delivery personnel
Single view access to knowledge base for service personnel by integrating Knowledge base with call center application
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Cross Chanel Service: Illustrative Use Case9
Problem realization
and contact channel
selection
Self help with community
and knowledge
base
Incident creation and
agent assistance in
service resolution
Service Request
assignment
Service Request
Resolution
Feedback Management
Customer Service Agent
Customer Service Agent
Field Service EngineerCustomer Customer Customer
Case Studies – Infosys CX Implementations
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Eloqua Marketing Automation for a leading Chemical Manufacturing Company
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• Leverage Eloqua for campaign development
• Execute campaigns without technical know how of campaign development.
• Reduce the work load of Marketers
• Develop Reusable components in Eloqua for quicker implementation of campaigns
• Maintain Brand theme across all campaigns developed
• Infosys Solution – Setup MADC (Marketing Automation Development Center)
• Focus Areas:
• Campaign Development in Eloqua• Optimization of Eloqua campaigns
for effectiveness• Analytics to generate business
insights from the campaigns
Background/Objectives Infosys Solution Client Benefits
• Eloqua Campaign Accelerator
• Reduced campaign creation duration by 40%
• Response rates to campaigns increased by 5% quarter on quarter
• Implemented and Launched more than 20 Campaigns in Eloqua in a duration of 5 Months
• Executed campaigns of type – Trade Show, Product Launch, Sample Request etc.
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Product Configuration and Pricing for World’s Largest ATM Manufacturing Company
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• Application landscape: Oracle R12 integrated with multiple CPQ solutions across multiple geographies / businesses
• Complex Product Architecture involving 3 Level of product hierarchy
• No existing Middleware Solution in place.
• Multiple Vendors and heterogeneous design teams.
• Infosys will implement product configuration and pricing in Big Machines to handle complex requirements.
• Building a SOA based interfaces using fusion middleware between Big Machines and eBS for Order management & contract management.
Background/Objectives Infosys Solution Client Benefits
• Faster Order handling & Order fulfilment for complex product with maximum order lines up to 50 lines.
• Highly Scalable architecture with capacity to roll-out solution to around 20 locations in six months after go-live.
• Best in class middleware architecture using SOA based integrations providing a scalable solution.
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Knowledge Management at a Global Information Technology Company
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• Global information technology company using distribution channels to offer range of solutions and services
• Multi Locale, multi lingual Oracle Knowledge 8.5 implementation
• Encountered multiple technical challenges in Oracle Knowledge Implementation
• Infosys engaged in critical phase of the project lifecycle
• Resolved KM process deficiencies in the Oracle Knowledge implementation.
• 50 + critical defects resolved in a span of 2 months.
• Resolved 15-20 process issues for optimum user experience.
Background/Objectives Infosys Solution Client Benefits
• Reporting solution
• Locale wise breakup of the translations done in Oracle Knowledge
• Built API to integrate Oracle Knowledge with custom web application for export/import of bulk articles and user creation
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Background/Objectives Infosys Solution Client Benefits
Providing Sustainable Shopping Experience for Customers of World’s Leading Postal and Logistics Group
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• Commerce application - a market place for the private customers, small and medium enterprises
• Offers a sustainable shopping experience
• Different shop systems for similar product types
• Hindrance to the shopper experience in terms of product purchase and order management.
• Remove redundant function blocks and offer continuous shopping experience to the customer.
• Solution defined and implemented in a timeframe of 6 months with a peak Team Size of 25 people.
• Requirement Management, architecture and design, implementation.
• eBay integration.
• Improved user shopping experience
• Reduced redundancy
• Improved Sales
• Wider choice of products available for the customer at a single website
• Improved order management process due to consolidation of fulfillment channel
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Questions
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