Oracle Self Service Webcenter Soa Telco V 5


Published on

Latest generation Online Channels. Self Service applications + Enterprise 2.0

Published in: Technology, Business
  • Be the first to comment

No Downloads
Total views
On SlideShare
From Embeds
Number of Embeds
Embeds 0
No embeds

No notes for slide
  • Let’s start with an “old” story It was January 1, 2007 when Time Magazine said YOU were the person of the year. We control the information - welcome to our world. 2 years later, the real internet era has arrived. It’s time to better serve our customer, it’s time for every stakeholder to play.
  • La siguiente evolución o revolución que está ocurriendo en internet son las redes sociales y la web 2.0. Es un nuevo ingrediente en todo este mundo que tiene un componente imp. Esencialmente COLABORATIVO. Caracteriza a una generación que: ha crecido con inet y comparte x defecto…
  • In order to effectively position the Oracle Social Applications, it is necessary to place them in the overall industry context. The terms and categories used are ill-defined, with each industry sage having his or her own definition. In general, we can see the convergence of two industry developments to create a broad category known as Enterprise 2.0. The first of these terms is “Web 2.0”, which is a series of technologies and tools that enable a more dynamic and lively user interface. If you’ve ever scrolled a map in Google Maps by dragging it around, you’ve experienced web 2.0 at its purest. In web 1.0, you would have to click on the border of the map and the entire page would redraw. The web 2.0 experience is much, much better. In addition, many web 2.0 applications deliver much of their value from the data they accumulate as the users interact with it. Amazon’s “People who like what you like also like …” recommendations get sharper and sharper as Amazon learns more about you and others. The second of these terms is loosely called “social apps”. Although MySpace and Twitter and their ilk get the attention know, other social applications like AOL Instant Messenger and Amazon’s user ratings have been around since the first boom of the internet. Social applications allow people to communicate and collaborate. Sometimes, this The third term is “Enterprise 2.0”, which represents the application of the first two towards solving business problems. The first wave of adoption – which we are still in at this point – represents the adoption of non-business tools for business problems. Our customers are establishing Wikis, setting up blogs, creating MySpace and Facebook pages for their companies. All of these are a first step, but like using a flat-blade screw-driver on a Phillips-head, they work but aren’t optimal. That’s where the Oracle Social Apps come into play. They are designed to truly realize the high business value that these technologies offer.
  • AT the beginning I mentioned one of the additional business drivers for Self Service is the ‘Green Impact’. There is growing momentum in this area as well – Customers are more aware and now often ‘buy’ based on a companies green standing. Apart from the print and paper aspect in which for example PT talk about saving 150 tonnes of paper a year which contributes to about 3000 trees; Verizon talk about 18M consumers turning off paper and that contributes to $22M/year to the bottom line.
  • Integrated user experience. This is important from two standpoints – First, as business processes are integrated through AIA, we are enhancing the UI in all end point applications to create a seamless user experience Second, as Web 2.0 technologies, such as Instant Messaging, Presence, Search and Blogging become pervasive in the enterprise, it is critical to incorporate these collaborative and content oriented capabilities into the structured world of business process to drive productivity and knowledge sharing in the work force. The anchor component of good collective intelligence is an enterprise portal to organize and display information about people, processes and data.
  • Integrated user experience. This is important from two standpoints – First, as business processes are integrated through AIA, we are enhancing the UI in all end point applications to create a seamless user experience Second, as Web 2.0 technologies, such as Instant Messaging, Presence, Search and Blogging become pervasive in the enterprise, it is critical to incorporate these collaborative and content oriented capabilities into the structured world of business process to drive productivity and knowledge sharing in the work force. The anchor component of good collective intelligence is an enterprise portal to organize and display information about people, processes and data.
  • Oracle’s goal was to create Self-Service applications that provide a single web experience scanning the breadth of touch-points incorporating a high degree of personalization and collaborative web 2.0 features. E-Commerce is the Presentation of Siebel Order Capture – The focus here is revenue generation and customer acquisition, up-sell and cross-sell being the priorities; The interesting thing here is that being the market leader of CRM we are best poised to use the relationship information to enhance the experience across the web channel E-Billing is the adoption magnet where superior adoption drives ROI on other self-service initiatives and is proven at the largest companies around the globe. E-Support is presentation of Siebel Service & Call Center where the focus is to reduce cost and deflect calls to the web channel delivering an improved service effectiveness.
  • How do we reduce billing costs? Overview: By leveraging the Oracle Self-Service E-Billing and realizing the highest user adoption rates, your business will experience: Dramatic cost savings & revenue growth HARD ROI NUMBERS: Reduces Processing Costs: Savings of up to 85 percent in Print, Postage, and Payment Processing Expenses Improve Cash Flow: Reduce DSOs an average of 2-10 days, decreasing the cost of working capital. Increase Revenue: Improved uptake of cross sell/up sell offers and improved close rate when delivered via the e-bill Savings from On-Line B2B Billing Function Going Paperless = $5.00 cost per paper bill vs. $2.00 cost per web transaction Automating Invoice Disputes = $55.00 per call for manual resolution versus $27.50 for online resolution Savings from On-Line B2C Billing Function Going Paperless = $1.10 cost per paper bill vs. .44 cents per web transaction Key Points: In order for companies to get full value from self-service E-Billing solutions, end user customers must actively use the solutions. The higher user adoption rates are, the higher the tangible ROI because more costly calls are being deflected from your cost center. We embed our domain expertise into the E-Billing solutions to deliver high end-user value. We consistently deliver 30-80% adoption by year 2 – no other vendor in this space can even come close to those figures and that level of performance. Payment Processing & Dispute handling is expensive. We provide the ability to pay not only by bank but by credit card and we have rich online dispute adjudication functionality so CASH FLOW IS INCREASED, DSOs ARE DECREASED!
  • How do we maximize our revenue per customer? Overview: Siebel E-Commerce is a complete commerce-in-a-box solution. Fully integrated with the rest of Siebel, it delivers a rich and dynamic selling experience to increase conversion rates and order sizes. Key Points: Enable a Personalized Sales Experience That Drives Loyalty In order for businesses to optimize the scarce attention of their customers, each interaction must be in the context of their customer’s intent. E-Commerce has been designed around the customer’s experience where relevant, personalized information to find a product and make a buying decision is never more than a click away. Get Social! Rich media from any content management system can be associated with the products in your catalog along with user generated content from customer reviews, ratings, and tags. Result - customers are engaged, user adoption rates are higher, loyalty levels are increased. Drive Targeted Actions For Increased Order Sizes Closed loop predictive analytics means relevant offers are constantly recommended based on the customer’s real time browsing actions, profile, and previous purchases. If the found product isn’t quite right, the customer can easily explore related promotions, accessories, and up-sell products across multiple channels to further maximize the order size of each closed sale.
  • How do we reduce customer support costs? Overview: Siebel E-Support reduces operating costs by empowering customers to access information when needed, thus improving the customer service experience and overall customer retention. Key Points: The paradigm has shifted from the high TOUCH, high COST channel to high SERVICE and low cost channel Hard ROI: Reduce Support Costs: 60-80% of customer service calls are account related; at less than $1.00 resolving an issue via the web can be up to 50 times less costly. B2B Savings: Migrating Calls To Web Self-Service = $17.00 each for customer service call vs. $10.00 per web self-service B2C Savings: Migrating Calls to Web Self-Service = $4.50 each for customer service call vs. .10 cents per web self-service Improves customer satisfaction and retention: It costs as much as 10 times more to get a new customer as it does to retain one. Reduce Churn: Online customers have lower churn rates, and those whose issues are resolved on first contact are more apt to make positive recommendations. Help users along – make the online experience pleasant If additional assistance is required, customers can seamlessly collaborate with agents through different channels at the same time. Chat has been integrated into the browsing process so that agents can quickly answer questions and push useful web pages and promotions. Agents can even add or delete items from the customer’s shopping cart, help customers redeem loyalty points or complete the checkout.
  • “ Innovación social para ventas” > FOCO primero en ventas Crear dialogo Foco en la obtención de información en vez de la inserción de datos Crear, interpretar, gestionar y impulsar valor de negocio Aprovechar el expertise y el conocimiento Agnostico respecto a otras soluciones CRM . Disponible como Saas (Software as a Service) Permite y facilita el despliegue rápido
  • 2 main approaches proposed by Oracle Packaged Approach Component/Custom Approach Packaged Approach Traditional approach taken by Siebel/Oracle up to now. Delivery of an E-Commerce packaged application fully integrated with Siebel backend. Quick to deploy OOTB functionality, potentially longer and more complex to deploy significant changes to the OOTB solution. Example customers & prospects: Swisscom, ComHem, Telecom New Zealand Component/Custom Approach Strategically the direction Oracle is moving towards. Extreme flexibility for deploying differentiated online user experience through the WebCenter Suite, however currently no reference app or OOTB pre-integration to Siebel backend. Example customers: BT, Verizon Alltel, Cbeyond
  • Oracle Self Service Webcenter Soa Telco V 5

    1. 1. IV ENCUENTRO DEL SECTOR DE TELECOMUNICACIONES Oracle SelfService y Redes Sociales Guillermo Poveda, Principal Sales Consultant Angel Ortiz, Sales Specialist Enterprise 2.0 16 de febrero de 2010
    2. 2. The Power of the Customer “...The new Web is a very different thing. It's a tool for bringing together the small contributions of millions of people and making them matter....”
    3. 3. El impacto de las Redes Sociales La evolución de la web trae nuevos usuarios Users grew up on the Internet and share by default Expect social structures from all applications Blur the line between professional and personal relationships Believe email is for OLD PEOPLE
    4. 4. Aplicaciones sociales en la Empresa Web 2.0 Social Apps Enterprise 2.0 Wiki
    5. 5. Tenemos más responsabilidades Social Responsibility - Going Green For any company that has 1,000,000 customers and achieves 25% paper turn-off, the company…. • Saves 283 tonnes of paper • Saves 565 tonnes of trees • Prevents 274 tonnes of solid waste • Saves 19.3 m litres of water • Prevents 727 tonnes of greenhouse gases On an annual basis !!
    6. 6. El canal Online Abierto, Estandar y Multidispositivo Oracle Enterprise 2.0 Colaboración / Intranet Internet. Contenidos Web Aplicaciones Servicios de Servicios 2.0 contenido Servidor de Aplicaciones. Gestor de contenidos
    7. 7. Y se está produciendo la convergencia Hacia una plataforma única Contenidos Comunidades Web Sociales Oracle Aplicaciones Compuestas WebCenter Documentos y Colaboración Suite 11g Interfaz de usuario Rico (Ajax y JSF) Gestión de Portales Gestión de Contenidos Framework Desarrollo J2EE / SOA
    8. 8. WebCenter Suite 11g Servicios 2.0 y gestión de contenidos - Announcements - Blogs - Documents - Discussions - Events - Links - IM & Presence - Lists - Mail - Notes - Search - RSS - Recent Activities - Tags - Wiki - Worklist - People Connection - Content - Personal Calendar Presenter -…
    9. 9. Universal Content Management “OpenWCM” • Cualquier capa de presentación: – Portal – JSP,.NET, ASP, PHP… – Sin duplicar el contenido • Región: “Viaje” • Contenido: – Título – Subtítulo – Imagen – Texto alternativo – Etc. • Detalle
    10. 10. Una plataforma RIA única Los usuarios de hoy son “Sociales” Recent Favorites Search Preferences Notifications Presence Email Contextual Wiring Discussions Documents Communities
    11. 11. Evolución Self-Service Market e ls Leading L ev on opti Ad 1990’s 2000’s 2010’s Basic Enhanced Market Leading
    12. 12. Una solución de autoservicio debe: E- Billing E- Billing E-Support E-Support E-Commerce E-Commerce ONLINE MULTICHANNEL WEBCENTER SUITE Web Web IVR IVR Call Center Call Center In-Store In-Store Chat Chat
    13. 13. Atraer al cliente a nuestra web E-Billing The Challenge The Opportunity The Value Exorbitant Call Oracle Self-Service Center, print, mail & E-Billing Solutions processing costs High Days Sales Outstanding (DSO) and lengthy collections cycles Low user adoption levels High churn levels Deflect call center calls and due to lack of deepen customer relationships differentiation with industry-leading Self-Service E-Billing solutions. • Save $20-35/customer/year and $100s to $1,000s/business
    14. 14. Ir donde los clientes están E-Commerce The Challenge The Opportunity The Value Weak online Siebel E-Commerce commerce Solutions presence in a 2.0 world High customer churn due to price & feature parity Pressure to increase revenue via the online channel Reduce costs and increase High order revenue channels with 2.0 cancellation & rich e-commerce solutions abandonment rates.
    15. 15. Dar las herramientas a los clientes E-Support The Challenge The Opportunity The Value Increasing Siebel E-Support customer service Solutions costs No common interaction history across channels Poor information flow from problem origination to resolution Tailor interactions to deliver Lengthy problem the ultimate service resolution cycle experience. • Deflect costly, high volume call center inquiries to the
    16. 16. Aplicaciones sociales Oracle CRM Oracle Sales Prospector Oracle Sales Library Oracle Sales Campaigns
    17. 17. Aplicaciones en Movilidad Social Sales
    18. 18. Lo mejor para el usuario Paquete vs. Componente vs. Desarrollo Packaged Component Custom • Full UI app integrated to • Self-Service Framework • Build from scratch or Siebel – UI components built on integrate existing systems – Siebel E-Support WebCenter Suite with Siebel – Siebel E-Commerce – Channel service layer for • Leverage Siebel services • Less UI flexibility integration to Siebel CRM • Oracle or 3rd party dev tools • Fewer technology choices • Augment flexible custom • Most flexible UI and choice development of technology tools
    19. 19. Completa, abierta, integrada, best of breed Menor coste de propiedad, basada en estándares Complete Open Integrated Best of Breed #1 Standards- Comprehensive Designed to Industry Based Offering Work Together Leader Architecture Oferta amplia y Maximiza las Menos esfuerzo, Líder en cada completa inversiones Más Valor uno de los existentes. mercados Reducción de Costes y de Riesgos