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CRMIT Solutions' Fixed Scope Offering for Fast Track Implementation of Oracle RightNow CX Service Cloud

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The Oracle RightNow Cloud Service Fixed Scope Offering (FSO) from CRMIT Solutions is specifically designed by incorporating leading practices to provide a fast track implementation and get clients up …

The Oracle RightNow Cloud Service Fixed Scope Offering (FSO) from CRMIT Solutions is specifically designed by incorporating leading practices to provide a fast track implementation and get clients up & running on Oracle Service Cloud quickly, reliably with minimum-risk and maximum-ROI.

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  • RightNow capabilities in these 5 areas solve the common problems we just mentioned, such as:Connections with social dialogues results in retained customersConnected organizations and knowledge enables consistent responses across channelsConnected channel experiences serve customersTimely resolutions decrease costs and increase loyalty Agents can focus on both support issue resolution and revenue opportunitiesNow, let’s take a brief look at a fewof RightNow’s capabilities in these 5 areas.
  • 27 days
  • 27 days
  • 36 days

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  • 1. Fixed Scope Offering (FSO) for Fast Track Implementation of Service Cloud
  • 2. Executive Summary • This is an overview presentation of a “Fixed Scope Offering” from CRMIT Solutions for the FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com implementation of the industry leading Oracle RightNow CX Service Cloud solution. • CRMIT is Platinum level member of Oracle PartnerNetwork (OPN) with an OPN Specialized status for Oracle Service Cloud (Oracle RightNow CX Service Cloud solution) • Have a strong and experienced team of skilled and certified CX Consultants with a proven track record of successful Oracle RightNow implementations including Fortune 100 companies • The Oracle RightNow CX Cloud Service solution, along with our fixed scope offering for the implementation brings to you quick ROI at minimum risk. • The following presentation gives insight into our fast track methodology, proven tools and expertise that will ensure the successful deployment of the solution in the given timeline and budget.
  • 3. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Index • Today’s Business Challenges • Proposed Solution • Implementation Scope • Implementation Methodology & Deliverables • Project Resources • Assumptions and Exclusions • Our References
  • 4. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Customer Experience Lifecycle Great Customer Experience is the Sum of ALL Interactions
  • 5. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Today’s Business Challenges • Improve your customer experience whilst reducing operational costs • Reduce and streamline your email processes and achieve measurable efficiencies • Provide an improved knowledge management solution, with increased self-service rates • Enable Cross Channel Customer Engagement
  • 6. Oracle RightNow CX Cloud Service FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com
  • 7. Oracle RightNow CX Cloud Service FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Delivering Your Customers the Right Answer at the Right Time Services
  • 8. Service is Key to Oracle’s Complete CX Portfolio For Helping You Differentiate your Brand FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com
  • 9. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com
  • 10. The Oracle RightNow CX Cloud Service combines Web, Social & Contact Center experiences, FSO for Service Cloud for a unified cross-channel service solution in the Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Improving Cross Channel Customer Experiences Unifying cross channel experiences to strengthen customer relationships, improve resolution rates, and increase sales
  • 11. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Oracle RightNow Web Web • Oracle RightNow Web Self- Service • Oracle RightNow Guided Assistance • Oracle RightNow Email Management • Oracle RightNow Chat • Oracle RightNow Co-Browse • Oracle RightNow Mobile
  • 12. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Oracle RightNow Social Social • Oracle RightNow Social Monitor • Oracle RightNow Support Community • Oracle RightNow Innovation Community • Oracle RightNow Self Service for Facebook
  • 13. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. Contact Center www.crmit.com Oracle RightNow Contact • Oracle RightNow Dynamic Agent Desktop • Oracle RightNow CX and Fusion Sales • Oracle RightNow Scripting & Workflow • Oracle RightNow Add-Ins & Custom Objects • Oracle RightNow Agent Desktop CTI Media Bar • Oracle RightNow Multi- Channel Solution • Oracle RightNow App Builder Connect
  • 14. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. Engage www.crmit.com Oracle RightNow Engage • Oracle RightNow Analytics • Oracle RightNow Outreach • Oracle RightNow Customer Feedback • Oracle RightNow Knowledge
  • 15. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. Implementation Scope www.crmit.com
  • 16. Knowledge Management FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Implementation Scope Functionalities Covered Incident/Email Management Supporting Functions Inscope Supporting Functions Inscope Supporting Functions Inscope Knowledgebase articles  Incident and contact creation  Customer Portal Configuration  Smart Assistant  Queue Management  Self- Service  Guided assistance  SLAs  Self Service for Facebook  Standard texts  Escalation Management  Analytics and Reporting  Staff and Profiles creation  Web Self Service
  • 17. Core CX Services Common Configuration & Supporting Features Included In Scope (Knowledge/Email/Web) FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Category Features Items included Common Configuration Staff Management 15 Staff Accounts Application Appearance 4 Workspaces ( 1 per object. For Objects : Incident, Contacts, Tasks, 1additional object) 3 Navigation Sets ( 1 per Profile) 5 Customizable Menus (Standard & Custom -including incident queues, severity & status) 7 Business Rules and 5 workspace rules Import Assistance to Import Answers by providing sample templates and mapping files Site Configuration 1 instance, 1 interface (US-English Language Pack) (Note: Interfaces are provisioned by hosting) Internationalization 1 Country/Province setup (Note: creation of country provinces/currency, if not defined in RN already) Service Level Agreements 1 Response Requirements definition, 1 Service Level Agreement Holidays definition As per customer requirement Products/Categories/ Dispositions 50-Products, 10-Categories, 10-Dispositions Database Configuration 30 fields across objects (objects as per customer requirement) Reports 10 Custom Reports
  • 18. Core CX Services Knowledge Management Included In Scope FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Category Features Items included Service Configuration Knowledge base Setup up to 50 answers to enable customer portal up to 20 Topic Words, up to 10 Stop Words Configuration of 1 Guided Assistance Setting up of Smart Assistant Setting one answer feedback configuration rule Import Configuration of one propose an answer workflow
  • 19. Core CX Services Incident/Email Management Included In Scope FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Category Features Items included Email Management Email Management / Mail Box Setup 3 Service Mailboxes (customer to provide email settings/hosting details) • Up to 5 Message templates • Up to 10 standard text • Configuration Settings • Incident Queues creation Service Level Agreements 1 Response Requirements definition Holidays definition As per customer requirement 1 Service Level Agreement
  • 20. Core CX Services Web Self Service Management Included In Scope FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Category Features Items included Customer Portal Customer Portal Branding & Styling Apply basic Customer-supplied branding & styling design elements, limited to basic HTML and CSS elements; limited to template-specific styling such as header, footer, global colors, fonts, and logo; testing is limited to RightNow CX desktop web browsers. Standard Widgets Configure standard widgets provided with RN generated standard portal pages: • Search • Most popular answers • Contact Details • Ask a Question • Self Registration and Login Social Assistance to Import Answers by providing sample templates and mapping files
  • 21. Optional CX Services Customization & Configurations Out of Scope FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. RN Features which are not part of scope • Chat • Co-Browse • Set-up in any other language than English • Virtual Assistance • Agent Scripting and workflows • Additional custom reports and dashboards • Social monitor and communities www.crmit.com Items not included in Fixed scope offering • Data Migration • Training & Documentation (for Training contact Oracle University) • Data Integration to external systems • Syndicated widgets and custom widgets • Corporate/other web site integration with standard RightNow portal pages • Custom development of modules • Telephony Integration Note: Implementation services described in this document are designed for single stage go-live (production environment ) Anything not explicitly listed in the scope is deemed to be out of scope and hence not included Multiple or staged go-lives are outside the scope of these services, and if desired a Change Order can be discussed
  • 22. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. Implementation Methodology & Deliverables www.crmit.com
  • 23. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com GO LIVE in as early as 5 WEEKS
  • 24. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com GO LIVE FIXED SCOPE APPROACH FIXED COST ZERO RISK SUPPORTED BY RightNow Certified specialists Oracle Validated integration products
  • 25. Discover & Define Configure Go Live Warranty FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Project kick off Requirements workshop Document requirements Requirements sign off High level design Low configuration workbook Configuration system testing UAT support End user training Go live preparatory activities Post go live warranty support of configured system for 1 week Implementation Approach Week 1 Week 2-3 Week 4 Week 5
  • 26. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. Project Resources www.crmit.com
  • 27. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com CRMIT Project Team Delivery Head Oversee the overall project and provide necessary inputs to the team in achieving the critical success factors of the project | Keeps a track of the budget and is also responsible for customer satisfaction Project Manager Primary point-of-contact; co-leader of all project activities in partnership with your organization's project manager | Leads the weekly Project Status Meeting Leverages and applies project management best practices Manages expectations and issues, and ensures the project is on track to deliver results. Facilitates the Project Results Meeting | Facilitates the Customer Care Transition Meeting. Principal Business Consultant Understands user issues and translates them into requirements for the technology group Works directly with clients at all levels throughout the organization to help identify and clarify business requirements | Prepares time and cost estimates based on guidance from technical consultants for systems development and implementation. Sr. Business Consultant Gather customer requirements | Vision and Glossary document for entire project | Write Use-Cases, BRD, FSD etc based on the solution being offered | Coordinate with development team in issue resolution. Active participation in all phases of the project including planning and analysis, design, development, testing and implementation, related to their area of expertise Sr. Quality Lead Test effort estimation of the project | Prepare test strategy and test plan for the project | High level testing of the flow of the Application software | Investigate potential defects and discuss them with developers. Prioritize test requirements and organized test cases accordingly Prepare the end user documentation of the project flow for the User Acceptance Testing
  • 28. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Your Organization's Project Team Project Manager Primary point-of-contact; co-leader of all project activities in partnership with your assigned RightNow Professional Services project manager | Coordinates all project resources and participation for your organization | Manages expectations and issues, and ensures the project is on track to deliver results. Project Sponsor Provides overall project leadership and executive direction | Communicates business objectives and goals RightNow Administrator Primary administrator for RightNow product configuration settings, including Staff Accounts, Profiles, Workspaces, Custom Menus and Fields, and Analytics | Manages publication of approved content to the production environment | Primary contact for day-to-day operations of your RightNow CX solution Trainer(s) & Tester(s) Develop agent training materials and delivers agent training | Performs User Acceptance Testing tasks for the RightNow environment. Functional Lead / Subject Matter Expert(s) Provides specific expertise to the project by owning functional requirements and the overall configuration design of the solution | Creates and maintains the knowledgebase (answers) within the RightNow CX environment | Acts as a champion of your RightNow CX solution within your organization. Technical Lead / Subject Matter Expert(s) Provides specific expertise to the project by owning technical requirements and coordinates appropriate IT resources as needed | Provides input data files and approves data import specifications (if separate add-on services are purchased) Web Team / Subject Matter Expert(s) Provides design and styling details for Customer Portal | Coordinates website rollout activities to ensure seamless integration of the RightNow Customer Portal into your other web properties.
  • 29. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. Assumptions & Obligations www.crmit.com
  • 30. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Key Assumptions 1. Formation of a Project team empowered for critical decisions. 2. A timeline of 5 weeks is assumed to kick start subject to the availability of Oracle RightNow CX Cloud Service environment. 3. The implementation will be based on the cloud deployment model, hosted at Oracle 4. Configuration within the standard system is performed. No customization or modifications to any non- RightNow web page (i.e. pages that are part of your primary web site) included. 5. Organizational Change Management will be client’s responsibility 6. CRMIT’s responsibility excludes desktop workstation or internet network configuration and/or troubleshooting. This includes, but is not limited to internet connectivity, router/switch troubleshooting, DNS issues, TCP/IP configuration, network appliance, web server, remote access client, client VPN, operating systems, Citrix, Terminal Server. 7. Visual assets (logos and graphics), HTML, CSS elements will be provided by customer. 8. Implementation services described in this document are designed for single stage go-live (production environment ) 9. Anything not explicitly listed in the scope is deemed to be out of scope and hence not included. 10.Multiple or staged go-lives are outside the scope of these services, and if desired a change order can be discussed.
  • 31. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Key Obligations For the project to be successful within time & budget, Customer must fulfill the following obligations: 1. Provision of Oracle RightNow CX environment prior to project start 2. Assign a project manager to lead your staff’s efforts 3. Assign experienced and empowered business and IT users to work closely with CRMIT’s consultants according to project plan (some full-time allocation may be necessary at times) 4. Perform certain project tasks according to project plan such as • Provide data in format specified by CRMIT • Create Knowledge Base items • End user training 5. Arrange for a project executive sponsor and project steering committee 6. Enablement of functionalities has the dependency of RightNow features purchased by customer
  • 32. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. Our References www.crmit.com
  • 33. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Case Study #1 Enabling student experience through contact centre solution CHALLENGES • Improve student experience across all communication channels • Customize incident tracking for each interaction • Increase application process efficiency • To gain greater visibility into students needs, education trends, and opportunities for institutes process improvement BENEFITS • Meets the needs for a sophisticated student service experience, and handle the complex and multiple interactions inherent in the student lifecycle. • Institute gains the ability to capture, track, access, assign, and manage student information all in within a centralized system. • Process automation provided the necessary tool to manage key relationship between the student and educational institutes.. • With complete student incident histories at their fingertips, University employees could easily address ongoing inquiries. • Deliver the ultimate cross-channel student experience options for students to interact with institute by leveraging additional channels enabled by RightNow such as online chat, email, web self-service, and mobile COMPANY OVERVIEW Global leader in international education with a number of related business lines including student placement into universities, English language testing as well as English Language Training and management of education related aid. Industry Education & Research Products & Services Oracle RightNow CX Cloud Service
  • 34. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Case Study #2 Delivering next-gen passenger travel experience CHALLENGES • Unify all passengers’ information across multiple channels • To resolve passengers’ issues quickly and easily. • To assist passengers on mobile website, portal, social media channels and seek and share information through self and assisted service BENEFITS • Unify all passengers’ information by providing agents with all relevant previous exchanges regardless of channel or department and resolve their issues quickly and easily. • Empowers customer service and sales teams to listen, engage, create, market and analyze interactions across multiple social platforms in real-time to effectively engage with customers and prospects • Offer service channel choice with personalized assistance for every passenger interaction • Deliver relevant knowledge at the point of need to both passengers and the agents • Extended self-service by delivering relevant, consistent answers for quick resolution over a rapidly growing number of mobile devices. • Enable passengers to seamlessly transition from web self-service to assisted e-mail, chat, co-browse, and phone agents. COMPANY OVERVIEW One of the largest & oldest independent, travel group companies in the Gulf region. Over 100+ years old the group has grown in trading and shipping business to become one of the most diversified business houses in the gulf region and beyond Industry Travel and Transportation Products & Services Oracle RightNow CX Cloud Service
  • 35. Case Study #3 Large Retail chain in Australia Deploys Oracle Service Cloud to Support Enhanced Customer Experience FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. CHALLENGES • A 5-day time line to Australian Privacy Principles’ (APP) 2014 regulatory compliance and www.crmit.com introducing a system of 13 Australian • Privacy Principles that impact on the collection and handling of personal information. • Enable customer care teams to accelerate response time to customer queries by replacing manual e-mail service & redundant data entry with a centralized customer contact database • Implement a systematic tool that categorizes customer query types and allocates to appropriate trained staff members to improve productivity and enhance service quality • Gain real-time customer insight to improve customer experience and support growth for customer base • Develop, track and analyze all communication pathways, including the call center, social media, email and web self-service multichannel BENEFITS • Base Application Setup - Setting up the base application to support current and future processes • Email Integration - Automatic case creation based on emails, routing to the right team members, and single point for all communication history • Social Integration - Ability to retrieve and respond to social channels within the RightNow • Workflow management - Ability to share requests (e.g. gift cards, credit vouchers) to internal departments and track them through various approval stages until the request is fulfilled • Reports & Dashboards COMPANY OVERVIEW This customer is an online shopping & department store chain with over 300 combined stores. The retail chain wanted to implement a centralized customer contact database to expand its communication channel. It also wanted to gain a consolidated view of customer information from all communication pathways, including the call center, social media, email and web self-service. Industry Retail Products & Services Oracle RightNow CX Cloud Service
  • 36. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Why customers choose CRMIT End to end expertise on Oracle Customer Experience solutions. Participate in evangelization, roadmaps, product feedback, issues identification & Integration specialization. 200,000+ users 250+ Engagements 25+ countries 24,000+ hrs training 4000+ app users 10 years Cloud CRM 1000+ man-years of deployment CX Enablement's Self Service Platform Social Channels Email Integration Telephony Integration Mobile Integration Specializations Accreditations Authored Book on CRM On Demand 3 apps on ORCL Market Place Solutions Configure Price Quote Marketing Cloud Sales Cloud Services Cloud Social Cloud Policy Automation Oracle Sales Cloud Oracle Service Cloud Education & Research Financial Services Oracle Validated Integration Computer Telephony ISO 270001 REGISTERED
  • 37. FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. www.crmit.com Enabling Excellence Best Customer Relationship Management Program Award Best SaaS-Based Program Award National Award for E-governance 2007-08 2012 Winner 2014
  • 38. EMEA Talbot House, 204-226, Imperial Drive, Rayners Lane, Harrow HA2 7HH London +1 (678) 447 1371 +1 (404) 736 2341 +61 2 9186 2550 FSO for Service Cloud © Copyright 2014 CRMIT. All rights reserved. +91 (80) 4292 5555 www.crmit.com Reach us Americas 1525 McCarthy Blvd Suite 1000,Milpitas, CA 95035 USA 3379 Peachtree Road NE (Buckhead), Suite 555, Atlanta, GA USA Australia & N Zealand Suite 19, 103 George Street Parramatta, NSW 2150 Australia Japan 2-21-7-703 Kiba, Koto- Ku, Tokyo 135-0042, Japan Malaysia B-5-8 Plaza Mont Kiara 50480 Kuala Lumpur, Malaysia +81 3 5809 8444 +603 2726 2759 + 44 20 8872 4127 Middle East # 14, CRMIT Towers, BTM Layout 1st Stage, 100 Ft Ring Road, Bangalore 560068. India Salahuddin Ayubi Road , Riyadh, Kingdom of Saudi Arabia Rest of Asia Deployment base spread over 25+ countries