1. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Oracle Can Help You Execute a Roadmap to Modern
Customer Service Strategy
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Modern Customer Service Maturity Model
The Roadmap to Modern (RME) is an
on-site business assessment whose
objective is to identify high-value, high-
impact opportunities for your customer
service organization.
The program provides a holistic view that
encompasses these areas:
• Executive alignment, sponsorship
and direction
• Customer service business
processes
• Analysis of your capabilities in
relation to the RTM maturity curve
• Applications such as agent desktop,
knowledgebase, self-service and
channel management
Roadmap to Modern Evaluation
(RME)
Oracle’s Roadmap to ModernTM (RTM)
Customer Service is a phased
implementation approach that takes you
from the basics to becoming a service
leader in your industry.
It enables you to 1) benchmark where
you are, 2) prioritize your next steps and
3) measure your progress.
RTM’s maturity model has 3 stages:
• Get Going—move from limited, siloed
channels to multi-channel service
• Get Better—provide consistent,
relevant cross-channel service
• Get Ahead—personalize customer
interactions at every touch point
Roadmap to Modern
(RTM)

2. Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Modern Success Programs For Every Strategy
Roadmap to Modern Evaluation (RME)
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Contact us to see how Oracle Service Cloud can help you deliver quality
customer service and drive innovation 1.800.633.0738.
Your Outputs
• Executive Sponsor
• Senior Management Team for Sales,
Marketing, and Customer Service
• Line Management
• IT Architect
• Contact Center and Service Agents
Required Customer
Resources
“You’ve provided us with a roadmap to get
better value from our business and software.”
— VP, leading gaming company
Why Do a Roadmap to Modern
Evaluation (RME)?
1. Personalized Solution - Roadmap to Modern
2. Detailed Recommendations
3. Business Impact Model
4. Stack-ranked Recommendations
5. Individualized RTM Maturity Model
• Identify solutions that drive high-value
business impact
• Gain insight into your customers’
experience and ways to improve
• Compare your capabilities to
industry benchmarks
• Provide input into your planning and
budget cycles
• Learn about best practices, leading
technologies and winning approaches