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"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska
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"Oracle SaaS" Michał Wypych, Applications Technology Architect ECEMEA, Oracle Polska

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  • Good afternoon and welcome to today’s session to discuss How Oracle see the world of Cloud computing from a business perspective rather than a technical point of view. In particular, we will explore what cloud can mean to different parts or lines of your business, and how to harness the full power of cloud with other key transformational technologies like social and mobile solutions - to drive faster innovation and business agility, while avoiding some common risks and challenges with first generation clouds.
  • In today’s business world, we see the pace of change accelerating, with technology being a driving force.
  • The world is evermore increasingly connected – there are now 2.3 billion users on the Internet, growing at 8% annually
  • New technologies such as Social are influencing the way we interact. In fact, 1 out of every 5 online minutes ine is spent on social networking
  • The growth of mobile internet traffic is growing rapidly, driven by strong growth in mobile device market People are getting information from new sources, such as social networks, and they are able to access that information anywhere they go on their mobile devices
  • Out of the 6 billion people on the planet 4.8 Billion have a mobile device …By 2015, Mobile usage will surpass pc’s and other wired devices..
  • Importantly cloud is ENABLING incredible increases: Information access, anywhere, anytime (mobile) New models of interaction (social) Innovation and scale
  • No matter your role, the cloud is becoming integral to how you do your job Oracle Has Complete Solutions for YOU IT Professionals - who are building and managing clouds in house, want to be able to flexibly meet business needs while controlling costs Business Managers – who want instant access to applications on any device Application Developers - who want rapid and flexible access to environments for building and deploying apps in the cloud There are also Industry requirements, country and regional requirements are all unique so there are multitude of clouds.
  • As a Business Manager, you want Cloud to help you: Bring better products to market, faster Deliver better customer service Enable your sales force Better align talent mgmt. and business initiatives Reduce reporting, compliance, and investment risk
  • MAIN POINT: No matter which tech or business publication you read, it is difficult to avoid reading something about the trends, benefits, and challenges of social, mobile, cloud and bid data. These transformational technologies can be imperative to organizations – both large or small and across any region or industry. Just take a look at some of the metrics …. 65% of companies see social media as representing a critical risk to their brand reputation -By 2014, 90% of companies will support their applications on personal mobile devices - ( Gartner) - 90% of the F500 already have see value in big data initiatives and have invested in such technologies 80% of business and IT leaders see cloud as a springboard to more agility and innovation.
  • To carry this point further, “75% of large enterprise cloud deployments have 5 or more integration points.  But, only 4% of those are fully integrated.” So while the upfront cost savings may be there initially, the true total cost of ownership and return on your cloud investment cannot be accurately assessed in isolation to your other business initiatives and supporting IT projects.
  • Today, many of your options are incomplete, inflexible and isolated. Many clouds are specialized, offering limited functionality and lack modern social and mobile capabilities If you just string together a bunch of individual or point technologies, you’ll only see your cost savings erode You’ll have data and business process fragmentation, integrations to manage, expensive bolt-on solutions You’ll still fail to produce the enterprise views demanded by executives
  • One of the biggest challenges with niche clouds is that they are not built using open standards . Think of it like universal symbols when driving a car so you can obey street signs while trying to get where you need to go. Without it – you would have to relearn a new set of rules of the road each time you rent when travelling to a new city. Same thing with software. It’s got to all work together, in a simple, standard way, otherwise the power of accessing more information, faster and better – quickly becomes expensive and cumbersome to achieve. You also run the risk of being locked into a specific cloud – which can be a big problem if your business requirements change or say a new regulation is adopted that you have to comply with. And if anything is constant – it’s constant change. Most niche cloud providers have no exit strategy or portability between deployment models or clouds . Typically if you end your subscription with a niche provider, all you get is a large spreadsheet of your data , separated by commas. This runs counter to the philosophy of having more flexibility – a key benefit when cloud is done right.
  • Oracle also believes that in addition to being able to change your cloud, an enterprise must be able to consume cloud services any way they want in order to best map to their cloud to their specific business needs. For instance, some customers will want to have certain business applications and data in a public cloud – others in private cloud – or most likely, a combination of different clouds – often referred to as a hybrid cloud. We also have customers that want to keep their data in their own data center, or a partner’s data center for more control. Maybe you are a global bank or a government institution. Your needs are different from say a big box retailer. But with a “one size fits all cloud model” = like most niche clouds – you are essentially grouped all together, with the assumption that your business requirements are the same for each business process, and across customers. This may be work out great for the cloud provider – but Oracle’s feels the focus should be on the cloud consumer – you.
  • Adopt Applications More Easily Without Compromising Functionality - imagine having market leading capabilities at your finger tips coupled with complete business processes, visibility, and control Consume apps more easily as OpEx without compromising functionality Deliver new tools and BI quickly & map to specific projects & opportunities Empower business users to manage and customize their own experience Innovate Faster With Less Risk – imagine rolling out solutions faster and with less burden on IT, accelerating time to value and responsiveness to market conditions Scale and change your global enterprise faster and with less risk Get the latest features and innovations more quickly with less disruption Comply with industry standards and regulations with more confidence Transform Users’ Experiences and Insight – imagine delivering greater value to your teams and to customers with advanced, embedded reporting and social capabilities accessible anywhere, on any device Continuously access and analyze information across multiple devices/systems Drive opportunities and smarter innovation with mobility/social intelligence Attract/retain more customers with greater collaboration and a unified UX
  • The comprehensive nature of Oracle’s Cloud is a key selection consideration for customers. Oracle has the broadest cloud portfolio in the industry, delivering a complete range of production-level, cross-functional business applications running in the cloud, including sales and marketing, customer service, enterprise resource management, human capital and talent management, all enriched with social collaboration tools and an intuitive user interface. With such extensive functionality across business processes, customers can solve their business problems with complete solutions that give them end-to-end execution and complete visibility. There are no information silos, no need to coordinate software upgrades between vendors, integrate data, or manage disparate security policies. Talking point customer quote: “Herbalife needed cloud solutions that could integrate easily with its other business applications and processes. The people in the HCM system have to tie into all the other business processes. Having a vendor that can provide business solutions and not just stovepipe solutions was important to us” …. Mark Schissel, CIO and SVP, Herbalife.
  • intention is to replace existing functionality over time good choice if say Fusion is a fit for the customer, but they want to take it slow Still have some customizations you want to maintain but wish to start consolidating/standardizing across functional pillars Incremental Adoption: Incremental Adoption: Same thing as co-exist, but intention is to replace existing functionality over time; a good choice if say Fusion is a fit for the customer, but they want to take it slow. Start with going to Oracle Cloud HCM Services, then Oracle Cloud CRM Services etc.
  • And it works. And Our customers seems to really like it. Today we have over 10,000 customers and more than 25 million users of the Oracle Cloud. We will explore some of their stories in just a bit…
  • Whether you are looking at financial reports, sales performance data on how your team is doing, or are trying to get the pulse of what your customers are thinking about your brand using social media data points…the idea is bring ing it all together and analyzing this information in a standardized, unified way across multiple systems and business functions…A Complete view on a Unified Platform. The result is data that’s accurate, current, and accessible from any device, any time.
  • And speaking of all that data - Oracle Cloud is powered by the most secure, enterprise-grade infrastructure . As a business executive, this should be important because you can have confidence in knowing that all that great reporting we just mentioned is always readily available. It’ also means you can be confident knowing your organization’s sensitive data like customer information, financial results, etc. is kept safe and isolated from other companies’ data, especially your competitor’s information, who may be using the same cloud provider. Our cloud competitors don’t do this. So say there is a discovery request for a lawsuit or regulatory body asking for data from one of your competitors who shares the same niche cloud service – your company information could be submitted along with this discovery request even though you have nothing to do with it. This doesn’t happen with Oracle Cloud. We ensure data privacy through complete data isolation , never co-mingling data from different organizations. This also helps give our customers more flexibility on when they uptake new functionality from us. What’s under the covers matter: Oracle’s leading enterprise-grade infrastructure includes the world’s #1 application server and #1 database. And Oracle Engineered Systems provide the fault tolerance and reliability you’d expect from an enterprise-grade infrastructure. You get the best of the best powering your cloud when it’s in the Oracle Cloud.
  • The majority of customer conversations are happening beyond your company's reach on the web. As a business, it's not a matter of when to become a social-enabled enterprise but how to become a social business. It's a fact: More than 75% of consumers posted a negative comment on a social networking site after a poor customer experience. Yet 70% of companies have little understanding of the social media conversations around their brand. Oracle offers the most comprehensive portfolio of social business solutions enabling companies to leverage social interactions to build stronger relationships with your customers, deliver consistent & relevant brand experiences across all touch points, and better engage and connect employees and partners, all in the context of existing business processes. Collaborative work environment seamlessly connects users and content within a social network, no matter where people are located or which devices they prefer to use. Real-time and consistent data access/entry across apps and mobile devices Unified, personalized UX across processes and customer channels Embedded and “process aware” social collaboration – social capabilities that makes sense based on your role and where you are in the business process – not just social for the sake of social.
  • Różne źródła informacji – social i korporacyjne
  • This environment creates problems These problems create a lot of negatives. Excess capacity that’s unused – taking money away from profits or other areas of investment Complexity and difficulty of management – which trades off with the ability of IT to focus on innovation and undermines their agility when trying to move quickly. Give anecdotal customer example, or refer to problems customers face
  • • Adopt anywhere along the cloud continuum based on the amount of control you desire over things like customizations, upgrades, and data location, with the flexibility to adapt your cloud strategy as your business changes • For example, you can deploy and uptake new updates fastest with Oracle Cloud application services by subscribing to Oracle apps –updates can be automatic • Managed Cloud Services provides a good balance for customers wanting more control while still benefiting from Oracle running and managing the Oracle apps for them • Or on-premise – provides the most control, but you there will be a compromise on agility and adoption speed.
  • One of the most powerful benefits of deploying in the cloud , and in particular with HCM and talent mgmt. solutions - is the ability to scale very rapidly to changing business requirements – be it either up or down. A great example of this can be illustrated with a seasonal retailer – such as a company that sells umbrellas and rain coats. In this illustration, Rain Coat Supply Co is much slower during the warm summer months, and therefore requires less sales and support staff. But when the winter months approach and the weather turns wet, It can be as simple as turning the dial and expanding their cloud to map to growing requirements. It’s an op Ex expense, it’s almost immediate. Oh and by the way – this scalability must be mapped to both the sales and support staff as relates to Rain Coat’s CRM and CX cloud service, as well as their HCM and Talent cloud services. With Oracle – this can all be easily coordinated for max value and simplicity.
  • Herbalife is a global nutrition company that helps millions of people to pursue healthy, active lives. Its nutrition, weight-management and personal care products are available in more than 75 countries around the world. Five years ago, Herbalife began a global roll-out of the Oracle ERP suite, starting with on-premise solutions for order entry, supply chain, and financials. The company began to change its deployment mix in the last several years to leverage more of Oracle Cloud in order to get new products to market quickly and drive more innovation for the company. Before selecting Oracle Fusion as its global HCM platform, Herbalife examined a number of application software products, both on-premise and cloud based. The company needed cloud solutions that could integrate easily with its other business applications and processes. The people in the HCM system have to tie into all the other business processes. “Having a vendor that can provide business solutions and not just stovepipe solutions was important to us,” says Mark Schissel, Senior Vice President and CIO at Herbalife. Herbalife also required the complete range of deployment flexibility that only Oracle’s Cloud solutions offer. “It was important for us to work with a vendor that offered multiple deployment options,” says Schissel. “Whether it's on-premise, or whether it's a managed service, or whether it's software as a service, depending on our business circumstances, that answer changes. And it might change over time, as well. It's important to work with a vendor that understands all of those deployment options and can maximize it and make sure all of our systems are working together while they're in different states.”
  • Variety of customer results – All SaaS customers. Emphasize accelerated time to value and decreased operational risks.
  • To summarize, with Oracle you get a complete and highly flexible cloud solution that is built from the ground up for your entire enterprise, and embeds the latest social, mobile, and insight capabilities to drive faster innovation with less risk.
  • Transcript

    • 1. 1Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 2. Oracle Cloud Applications:Szybsze InnowacjeZmniejszone RyzykoAndrzej AmanowiczApplications Sales Consulting Snr ManagerNorth CEE 2Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 3. TEMPO ZMIAN TECHNOLOGICZNYCH Z ROKU NA ROK3Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 3
    • 4. MILIARDA użytkowników Internetu4Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 4 Copyright
    • 5. CO 5 MINUTA SPĘDZONA NA5Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 5
    • 6. 6Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 7. Ludzi używa urządzeń mobilnych7Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 7
    • 8. Nawyki użytkownika ery Web 2.0 Szybki dostęp Interakcja Innowacja 8Copyright © 2012, Oracle and/or its affiliates. All rights reserved. 8
    • 9. Biznes = Biuro CHMURA PRYWATNA CHMURA CHMURA HYBRYDOWA PUBLICZNA 9Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 10. Innowacja niejedno ma imię ...Lepsze produkty Lepsza obsługa Wsparcie dla Zarządzanie Redukcja ryzyka Krótszy czas Klienta przedstawicieli talentami niezgodności z wprowadzania w terenie w służbie prawem i na rynek biznesu procedurami 10Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 11. To planują firmy na świecie .. 65% firm uważa, że  Do końca 2014, 90% firm media społecznościowe będzie oferowało swoje mają krytyczne znaczenie SOCIAL MOBILE aplikacje na urządzeniach dla reputacji ich marek mobilnych Text  80% liderów biznesowych 90% firm z listy BIG uważa, że rozwiązania cloud Fortune 500 wdroży u CLOUD zapewnią im większą siebie do końca roku DATA innowacyjność oraz 2013 inicjatywę Big Data elastyczność w reagowaniu na zmiany 11Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 12. Korporacyjne wdrożenia Cloud czyli dlaczego„Zrób to sam” nie zawsze jest najlepsze 75 4 Jest w pełni % Posiada ponad 5 % zintegrowane. punktów integracji. 12Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 13. HCM NIEKOMPETNY OBRAZ PLATFORM CRM NIESPÓJNE PROCESY SOCIAL ERP13Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 14. 14Copyright © 2012, Oracle and/or its affiliates. All rights reserved.14Copyright
    • 15. ODPOWIEDŹ ORACLE: STANDARDOWE ELASTYCZNIE DOPASOWYWANE ROZWIĄZANIE15Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 16. 16Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 17. Kompletna obsługa procesów biznesowych ...17Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 18. ... w pełni przyjazna dla użytkownika końcowego Nowa jakość pracy z aplikacjami biznesowymiPortal E-mail Mobile(WebCenter, AnyWSRP, Sharepoint) (Outlook, Notes, Beehive) Browser (AJAX, Flash) (iPhone, iPad, Blackberry, MSFT Office (Excel, Word, PPT) Dostęp „na bele czym” Windows Mobile) Wszystkie funkcje Fusion dostępne na różnorodnych urządzeńiach Web 2.0 Personalizacja Funkcje Użytkownik końcowy dopasowuje społecznościowe Integracja z FB wygląd i sposób działania do i innymi portalami własnych preferencjiKr. procesów Kr. stron Kr.raportów Kr. aplikacji Dedykowane kreatory W trakcie działania aplikacji. Bez konieczności logowania/wylogowania. Point and Click. Bez programowania. 18Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 19. Dlaczego Aplikacje Fusion w chmurze ? Czyli dlaczego nie trzeba kupować browaru by napić się piwa Usługi ERP np.: Usługi kadrowo- Usługi związane Usługi związane zarządzanie projektami, płacowe oraz związane z kontaktem z Klientem z procesem sprzedaży zakupy,planowanie i z zarządzaniem np. contact center, np. zarządz. terytorium, budżetowanie, finanse talentami zarz. wiedzą, zarz. ofertowanie,, PRM chat/email20Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 20. MILIONÓW LUDZI CODZIENNIE UŻYWA ORACLE CLOUD21Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 21. Przegląd dnia: ZUNIFIKOWANA PLATFORMA22Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 22. FIRMA TWOJEB FIRMA DANEA Twoje dane Firma A Firma B23Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 23. ZMIEŃ SWÓJ BIZNES W24Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 24. Obszary w mediach społecznościowych (1) Social Engagement Social Engagement Social Network Social Network Social Marketing Social Marketing and Monitoring and Monitoring• Monitorowanie mediów • Korporacyjne sieci • Promocja w mediach społecznościowych społecznościowe społecznościowych• Kategoryzacja informacji • Chat i fora dyskusyjne • Mierzenie skuteczności kampanii• Kontakt z adresatami naszych • Badanie satysfakcji klienta komunikatów poprzez media społecznościowe 25Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 25. Obszary w mediach społecznościowych (2) Social Data and Insight Social Data and Insight Social Sites Social Sites • Agregacja informacji • Budowa miejsc spotkań w sieci • Różne źródła informacji • Publikacja do mediów • Zintegrowane z aplikacjami Oracle społecznościowych26Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 26. Cykl życia klienta AD 2013 “Nagródź mnie”” “Zaspokój moje potrzeby, a Cię zarekomenduje” “Zminimalizuj moje “Zdobądź moje ryzyko” zaufanie” “Upróść mój wybór” “”Pokaż, że mnie znasz”„Mów na temat” “Daj mi wiecej korzysći” “Zaciekaw mnie” “Bądź spójny”” „Bądź uczciwy” 27Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 27. Web Center Sites28Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 28. Jak to działa ? Zespołowa sprzedaż i marketing Wsparcie dla pracy grupowej zespołu handlowego … • Inteligentna identyfikacja i kwalifikacja leadów • Skuteczny Territory Management • Collaborative Account Management Wsparcie dla nowychIdentyfikacja istniejących Dostęp do informacji o klientach i Linki do popularnych handlowców np. przewodnikproduktów; identyfikacja leadach via Mobile & Outlook portali społecznośc. sprzedaży, współdzieleniepotencjalnych dosprzedaży informacji itp.. 29Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 29. Jak to działa? Zespołowe zarządzanie talentami Zespołowa ocena talentów • Szybka identyfikacja kandydatów • Wsparcie rekomendacji kadrowych dotyczących talentów • Wsparcie wykonania rekomendacji Identyfikacja pracowników do promocji / następstwa Macierz Wielostronna Wspólna ocena i planzarządzanie talentami informacja o rozwoju kandydata z kandydacie wykorzystaniem PAT 30Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 30. Oni już to mają ...Comprehensive and fully integrated HCM Recruit the right competenciessolution that aligns compensation with Pinpoint areas of improvementperformance and enhances workforce Develop and monitor employee goals tomotivation and retention support the global account organization 31Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 31. Overstock.com Obsługa Klienta w chmurze  Rozwiązanie: Oracle Customer Service i Support Cloud Service – RightNow Web Self-Service – RightNow Chat – RightNow Email Management  Rezultaty: – FCR (First call resolution) : +10% – Ilość emaili : -72% – Czas obsługi telefonicznej: -25% – Współczynnik satysfakcji klienta: +10%32Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 32. KLM Royal Dutch Airlines Obsługa Klienta w chmurze Rozwiązanie : Oracle Customer Service i Support Cloud Service – RightNow Intent Guide – RightNow Website Search Overlay Rezultaty – Udział obsługi poprzez on-line wzrasta o 30% rocznie – Redukcja rozmów telefonicznych o 18% – Współczynnik trafności odpowiedzi wzrósł z 20% do 70%+33Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 33. 34Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 34. Wybierz stopień kontroli i prędkości wdrożenia35Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 35. 136Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 36. Świadectwo Klienta: Herbalife37Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 37. Osiągnięcia naszych KlientówCzas trwania wdrożenia Oszczędności w 3 miesiące Poprawy w gromadzeniu danych nt. zgodności z prawem. 38Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 38. 39Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 39. 40Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
    • 40. 41Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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