oracle cloud day oracle service cloud · in a software as a service (saas) model. by 2018,...

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Oracle Cloud Day Bucharest, 8-th of April 2015

Oracle Service Cloud The Path toward Modern Customer Service Costin Ditescu CX Principal Sales Consultant

April 9, 2015


Safe Harbor Statement

The 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.


Agenda

Context

Solution

Successes

1

2

3


In 2014 and beyond, customer service professionals will work on better understanding the channel preference of their customer base, and guiding customers to the right

channel based on their on the complexity and time-sensitivity of their inquiry.

Kate Leggett, Forrester, 2014


Some Thing’s Have Changed Forever

1980s 1990s 2000s 2010s

Empowered Customers

Digital is Humanized

Knowledge Everywhere

Internet of Things

Mobile as Primary Channel

Cross-Channel Service

WHAT’S NEXT

Harder To Differentiate,

Compete & Win

Channels, Devices, Technologies & Behaviors


Most Customers Cross Many Channels

1 channel 2 channels 3 channels 4 channels 5 or more channels

25% of consumers use less than 3 channels

75% of consumers use 3 or more channels

*Source: Ovum: Optimizing Customer Service in a Multi-Channel World, 10/2010


What Customers Expect Has Evolved

And Someone Will Deliver

Access on their terms

Consistent information

A clear path to an agent

Know the facts about them

Don’t make them repeat

Access to their peers

On Every Channel


Oracle Service Cloud streamlines the path toward Modern Customer Service

Modern Customer

Service

Engage Customers

Make it easy for customers to engage with your brand

1 2 Empower Employees

Make it easy to serve customers

3 Adapt Quickly Easily adapt to the changing needs of your business

Establish a Knowledge Foundation

Promote Service Everywhere

Make Switching Channels Easy

Understand the Customer

Drive the Resolution Process

Be Preventative and Proactive

Configure Not Code

Extend and Integrate

Scale at Lower TCO


Oracle Service Cloud

Next is

Now

Born cross-channel Delivering next gen innovations now


Through 2017, 60% of core customer support functionality will be in a SaaS model, although 90% of buyers will prefer this model.

By 2018, 85% of customer engagement centres (CECs) for business-to-business support will be in a software as a service (SaaS) model.

By 2018, cloud-based contact centre will experience a compound annual growth rate of 17.5%

60% 17.5% 85%

CRM Magazine – May 2014

Delivering next gen innovations now…

Gartner – 2014 MQ CEC Gartner – 2014 MQ CEC


ORACLE COMMERCE CLOUD

ORACLE SALES CLOUD

ORACLE MARKETING CLOUD

ORACLE SERVICE CLOUD

ORACLE SOCIAL CLOUD

Service Cloud Platform

Cross Channel Contact Centre

Knowledge Management

Web Customer Service

Policy Automation

Field Service Management

Oracle Service Cloud


Solution Attributes

Market Leading Web Self-Service

Richest Contact Center Desktop in the Industry

Built on a Common Knowledge Foundation (not bolted on)

Entire Product Extensible by Business User

Focused on Creating Business Results

Flexible and easily configurable

Consistently strong in cross-channel customer service

Strong multichannel functionality (web, mobile, co-browse, chat, social…)

High marks for usability and strong case management

Quick time to value due to SaaS deployment model


2014 Forrester Wave Customer Service Leader Customer Service Solutions For Enterprise Organizations

Customer Service Solutions For Small & Midsize Teams

Source: Forrester Research, The Forrester Wave, Q2 2014


Proven Customer Success

• 18% increase in service levels • $3 million in cost savings

• <6 mos. launched cross-channel • 2 days to hours for email response

• 10% higher agent effectiveness • 2 minute lower avg handle time

• 15-20% decrease in training time • 45% drop in inbound calls

• 16 million online customer sessions • 90% fewer agent errors

• Cut chat time by 25% • Reduced email volume by 10%

Retail Communications High Tech

Financial Services Travel & Hospitality Public Sector


Customers Recognized As Leaders

JD Power Customer Satisfaction

Winner Six Consecutive Years

Winner 2012

Total Customer Satisfaction Award

CRM Magazine Service Elite Award

2011 Winner 2010 Winner

JD Power Service Champions

Winner 2012 Winner 2012

IQPC Call Center Excellence

Gartner & 1to1 Media CRM Excellence Award Winners

#1 Customer Experience

2012 Temkin Ratings 2013 Temkin Ratings 2011 Winner Call Center

Leader of the Year

2014 Runner-up


Customers Recognized As Leaders

Business Reporter Top 50 Companies for Customer Service 2013

Best Extra Large Centre

Best Extra Large Centre

#1 Retail and Medium Centre Most Improved 2011 (after deploying Service Cloud)

Best in eRetail / Social Pioneers

Most Improved Call Handling


Healthcare Retail Travel/Transportation Higher Education Media/Entertainment

High Tech Consumer Goods Public Sector Financial Services

Select Oracle Service Cloud Contact Center Customers

Communications

Communications

Communications


Achieve Sustainable Growth & Profit

IMPROVE CONVERSIONS

DRIVE MORE SALES

INCREASE SATISFACTION

IMPROVE LOYALTY

DRIVE ADVOCACY

INCREASE PRODUCTIVITY

DECREASE COST OF OPERATIONS

RETENTION (MONETIZE RELATIONSHIPS)

ACQUISITION (INCREASE SALES)

EFFICIENCY (LEVERAGE INVESTMENTS)

GENERATE OPPORTUNITIES

• 25% increase cart size

• 15% increase in leads

• 15% increase in AOV

• 5x conversion rates

• 2x chat conversions

• 53% educate themselves

• 10% decrease in churn

• 15% increase in FCRR

• 25% in CSAT / NPS

• 15% increase in LTV

• 30% reduction in email

• 15% reduction in calls

• 50% reduction in training

• 25% reduction in AHT

• 35% reduction in call wrap

Oracle Service Cloud enables you to consistently deliver great service experiences across channels and

enterprise systems, driving improved acquisition, retention, and efficiency.

IMPROVE SELF-SERVICE


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oracle cloud day oracle service cloud · in a software as a service (saas) model. by 2018,...

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