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

Fixed Scope Offering (FSO) for
Fast Track Implementation of Service Cloud

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.
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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.

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Index
• Today’s Business Challenges
• Proposed Solution
• Implementation Scope
• Implementation Methodology & Deliverables
• Project Resources
• Assumptions and Exclusions
• Our References

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Customer Experience Lifecycle
Great Customer Experience is the Sum of ALL Interactions

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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

Oracle RightNow CX Cloud Service
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Delivering Your Customers the
Right Answer
at the
Right Time
Services

Service is Key to Oracle’s Complete CX Portfolio
For Helping You Differentiate your Brand
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The Oracle RightNow CX Cloud Service combines Web, Social & Contact Center experiences,
for a unified cross-channel service solution in the Cloud
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Improving
Cross Channel Customer Experiences
Unifying cross channel
experiences to
strengthen customer
relationships, improve
resolution rates, and
increase sales

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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

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Oracle RightNow Social
Social
• Oracle RightNow Social
Monitor
• Oracle RightNow Support
Community
• Oracle RightNow Innovation
Community
• Oracle RightNow Self Service
for Facebook

Contact Center
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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

Engage
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Oracle RightNow Engage
• Oracle RightNow
Analytics
• Oracle RightNow
Outreach
• Oracle RightNow
Customer Feedback
• Oracle RightNow
Knowledge

Implementation Scope
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Knowledge
Management
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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

Core CX Services
Common Configuration & Supporting Features
Included In Scope (Knowledge/Email/Web)
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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

Core CX Services
Knowledge Management
Included In Scope
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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

Core CX Services
Incident/Email Management
Included In Scope
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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

Core CX Services
Web Self Service Management
Included In Scope
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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

Optional CX Services
Customization & Configurations
Out of Scope
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
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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

Implementation Methodology &
Deliverables
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GO LIVE
in as early as
5
WEEKS

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GO LIVE
FIXED
SCOPE
APPROACH
FIXED
COST
ZERO RISK
SUPPORTED BY
RightNow Certified specialists
Oracle Validated integration products

Discover & Define Configure Go Live Warranty
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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

Project Resources
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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

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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.

Assumptions & Obligations
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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.

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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

Our References
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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

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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

Case Study #3
Large Retail chain in Australia Deploys Oracle Service Cloud to Support
Enhanced Customer Experience
CHALLENGES
• A 5-day time line to Australian Privacy Principles’ (APP) 2014 regulatory compliance and
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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

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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

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Enabling Excellence
Best Customer Relationship
Management Program Award
Best SaaS-Based Program Award
National
Award
for
E-governance
2007-08 2012 Winner
2014

EMEA
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Reach us
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Middle East
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560068. India
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Riyadh,
Kingdom of Saudi Arabia
Rest of Asia
Deployment base spread over 25+ countries

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