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Oracle Service Cloud and
Oracle PaaS-Best Practices
in a Hybrid Environment
San Francisco | September 18-22, 2016
Léon Smi...
2Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybri...
Introduction
4Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybri...
5Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybri...
6Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybri...
7Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybri...
Customer interaction in real life
Customer interaction in real life
Airline: Customer interactionsRetail: returning a couch
Best practises for implementatio...
Customer interaction in real life
Start (small)
Source: http://www.freeimages.com/
Customer interaction in real life
Start (small)
Vanilla implementation
Start (small)
Source: http://www.freeimages.com/
Customer interaction in real life
Start (small)
Vanilla implementation
Start (small)
Self service
Source: http://www.freei...
Customer interaction in real life
Start (small)
Vanilla implementation
Start (small)
Self service
One voice
Source: http:/...
Customer interaction in real life
Start (small)
Vanilla implementation
Start (small)
Self service
One voice
360° interacti...
Customer interaction in real life
Start (small)
Vanilla implementation
Start (small)
Self service
One voice
360° interacti...
Customer interaction in real life
Start (small)
Vanilla implementation
Start (small)
One voice
Measure Satisfaction & Loya...
Every customer interaction is a case
Recap from real life findings
 Intensive interactions
 Knowledge work
 Back office involvement
 Intelligence work
 Sh...
19Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
20Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
21Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
22Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
23Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
Demo
Demo: Case management in a hybrid
environment
On Premise Oracle
PaaSService CloudCloud Service Cloud Customer Portal
Oracle
26Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
27Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
28Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Presentation Title | Date
29Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Presentation Title | Date
30Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Presentation Title | Date
Conclusion
32Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
33Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
34Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
35Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybr...
The information contained in this presentation is proprietary.
Copyright © 2016 Capgemini and Sogeti. All rights reserved....
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Oracle Service Cloud and Oracle Platform as a Service: Best Practices in a Hybrid Environment

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Everyone knows Oracle Service Cloud delivers excellent support for customers, knowledge on the spot, and a top-notch overview of interactions. But what about that last mile, where complex cases are supported and you do not need to switch between multiple applications anymore?

Oracle Service Cloud in combination with Oracle Platform as a Service delivers a centralized portal where information from different sources is combined, enabling you to quickly align with your business demands.

This presentation discusses best practices for Oracle Service Cloud implementations in a hybrid environment, including complex interactions with back-end systems.

Presented by Capgemini's Leon Smiers, Jeroen Van essen and Remco Stolp at Oracle OpenWorld 2016.

Published in: Technology
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Oracle Service Cloud and Oracle Platform as a Service: Best Practices in a Hybrid Environment

  1. 1. Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment San Francisco | September 18-22, 2016 Léon Smiers, Remco Stolp, Jeroen van Essen
  2. 2. 2Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Agenda  Introduction  Customer interaction in real life  Every customer interaction is a case  Demo
  3. 3. Introduction
  4. 4. 4Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Léon Smiers Oracle Solution Architect Dutch Capgemini Center of Excellence lead Oracle PaaS Oracle ACE Author Oracle Case Management Solutions http://oraclecasemanagementsolutions.com/
  5. 5. 5Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Jeroen van Essen Oracle Solution Architect Dutch Capgemini Special interest Group lead Process Cloud Fusion Middleware and PaaS expert
  6. 6. 6Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Remco Stolp Oracle Solution Architect Dutch Capgemini Center of Excellence lead Oracle CX Over 15 years CRM experience on client side: Car industry, Airline
  7. 7. 7Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Customer interaction is more then a front-end Every Customer Interaction needs to be supported by proper case management handling, Oracle Service Cloud and Oracle PaaS deliver these capabilities
  8. 8. Customer interaction in real life
  9. 9. Customer interaction in real life Airline: Customer interactionsRetail: returning a couch Best practises for implementation of Service Cloud Visualized by 2 cases Source: Free images.com
  10. 10. Customer interaction in real life Start (small) Source: http://www.freeimages.com/
  11. 11. Customer interaction in real life Start (small) Vanilla implementation Start (small) Source: http://www.freeimages.com/
  12. 12. Customer interaction in real life Start (small) Vanilla implementation Start (small) Self service Source: http://www.freeimages.com/
  13. 13. Customer interaction in real life Start (small) Vanilla implementation Start (small) Self service One voice Source: http://www.freeimages.com/
  14. 14. Customer interaction in real life Start (small) Vanilla implementation Start (small) Self service One voice 360° interaction view Source: http://www.freeimages.com/
  15. 15. Customer interaction in real life Start (small) Vanilla implementation Start (small) Self service One voice 360° interaction view Measure Satisfaction & Loyalty Source: http://www.freeimages.com/
  16. 16. Customer interaction in real life Start (small) Vanilla implementation Start (small) One voice Measure Satisfaction & Loyalty Hybrid environments Source: http://www.freeimages.com/ Self service 360° interaction view
  17. 17. Every customer interaction is a case
  18. 18. Recap from real life findings  Intensive interactions  Knowledge work  Back office involvement  Intelligence work  Sharing of documents, pictures,..  Events taking place Start (small) Vanilla implementation Start (small) One voice Measure Satisfaction & Loyalty Source: http://www.freeimages.com/ Self service 360° interaction view Hybrid environments
  19. 19. 19Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 User Interaction leads to Case management Case management  Focused at reaching an end goal, not to the path towards it  Contains both routine work and knowledge work Knowledge work  Solving the customer question involves knowledge work  Collaboration with co-workers essential Knowledge work enablement via case management  Supporting the Rumsfeld uncertainty principle, ‘There are known knowns, known unknowns…and unknown unknowns’  Knowledge workers support decision making during case execution
  20. 20. 20Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Product return Lifecycle management Customer Product specialist Finance Department Shop Warehouse Backoffice Manager Managament 24h Delivery External parties Call Center On-line Shop Client facing Front-office Lifecycle Case flow/ Process Events Rules
  21. 21. 21Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Product return Information Information Data Document & media People relationship
  22. 22. 22Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Product return Interaction Interaction Portal design Dashboard Channel
  23. 23. 23Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Mapping case functionality towards Oracle products Service Cloud Case categroy Case Functionality Lifecycle Case flow/ Process Rules Events Information Data Docs & Media CRM & Product info Interaction Channel Portal Dashboard Process Cloud BPM/ ACM SOA Cloud Docs Cloud DB Cloud BI Cloud Mobile Cloud
  24. 24. Demo
  25. 25. Demo: Case management in a hybrid environment On Premise Oracle PaaSService CloudCloud Service Cloud Customer Portal Oracle
  26. 26. 26Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Demo: Retail case Return request Return approval Return handling Return confirmation  Customer enters details  Automated validation  Manual check  Update storage  Arrange transport  Customer approval  Confirm transport Service Cloud Customer portal Process CloudService Cloud
  27. 27. 27Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Demo
  28. 28. 28Copyright © Capgemini and Sogeti 2016. All Rights Reserved Presentation Title | Date
  29. 29. 29Copyright © Capgemini and Sogeti 2016. All Rights Reserved Presentation Title | Date
  30. 30. 30Copyright © Capgemini and Sogeti 2016. All Rights Reserved Presentation Title | Date
  31. 31. Conclusion
  32. 32. 32Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Concluding remarks Every Customer Interaction needs to be supported by a proper case management handling Oracle Service Cloud and Oracle PaaS deliver these capabilities Build your solution in a gradual way
  33. 33. 33Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Concluding remarks Roadmap Life cycle Interaction Phase 1 Multiple channels Dashboard KPI’s Sharing documents & media End to end case management Interactions with SaaS/On-prem Phase 2 Phase 3 Information Self Service One channel Intelligent Q&A Dashboard CSAT 1-to-1 customer interaction Service request information Product Catalog IoT events Full CRM functionality Predictive user interaction Internal / external communication
  34. 34. 34Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Concluding remarks Roadmap Life cycle Interaction Phase 1 Multiple channels Dashboard KPI’s Sharing documents & media End to end case management Interactions with SaaS/On-prem Phase 2 Phase 3 Information Self Service One channel Intelligent Q&A Dashboard CSAT 1-to-1 customer interaction Service request information Product Catalog IoT events Full CRM functionality Predictive user interaction Internal / external communication Service Cloud PaaS Continuous Innovation
  35. 35. 35Copyright © Capgemini and Sogeti 2016. All Rights Reserved Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016 Contact information Léon Smiers Oracle Solution Architect Oracle ACE leon.smiers@capgemini.com +31 6 150 30 373 http://twitter.com/leonsmiers http://www.capgemini.com/oracleblog http://oraclecasemanagementsolutions.com/ Remco Stolp Oracle Solution Architect CoE Lead Oracle CX remco.stolp@capgemini.com +31 6 55447827 Jeroen van Essen Oracle Fusion Middleware/PaaS specialist jeroen.van.essen@capgemini.com +31 6 51784883http://twitter.com/jeroen_vanessen http://www.capgemini.com/oracleblog
  36. 36. The information contained in this presentation is proprietary. Copyright © 2016 Capgemini and Sogeti. All rights reserved. Rightshore® is a trademark belonging to Capgemini. www.capgemini.com www.sogeti.com About Capgemini and Sogeti With more than 180,000 people in over 40 countries, Capgemini is a global leader in consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model. Learn more about us at www.capgemini.com. Sogeti is a leading provider of technology and software testing, specializing in Application, Infrastructure and Engineering Services. Sogeti offers cutting-edge solutions around Testing, Business Intelligence & Analytics, Mobile, Cloud and Cyber Security. Sogeti brings together more than 23,000 professionals in 15 countries and has a strong local presence in over 100 locations in Europe, USA and India. Sogeti is a wholly-owned subsidiary of Cap Gemini S.A., listed on the Paris Stock Exchange.

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