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Oracle Service Cloud - Consumer Electronics & Home Appliances

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Modern Customer Service Experience for Consumer Electronics & Home Appliances Industry

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Oracle Service Cloud - Consumer Electronics & Home Appliances

  1. 1. 1 Modern Customer Service Experience for Consumer Electronics & Home Appliances Oracle Service Cloud
  2. 2. 2 Safe Harbor Statement The following is intended to outline the general product direction. It is intended for information purposes only, and may or may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. Both Oracle and Ephlux shall only be responsible for what gets incorporated into a contract with the customer. The development, release, and timing of any features or functionality described for Oracle’s product remains at the sole discretion of Oracle, whereas the development, release, and timing of any features or functionality described for Ephlux Solution on top of Oracle’s product remains at the sole discretion of Ephlux. All material herein is copyrighted by either Oracle or Ephlux and any re-production of the material without consent is strictly forbidden.
  3. 3. 3 Agenda What’s all the hype about? Oracle Service Cloud Overview 1 How it all fits together? Consumer Electronics Modules How to get started? What’s next? Questions & Answers 2 3 4 5 6 7
  4. 4. 4 86% of customers stop doing business with a company after one bad experience 80% of your future profits come from your existing customers
  5. 5. 5 80% of high-growth companies provide a consistent customer experience across all channels
  6. 6. 6 the customer as we all know has changed drastically
  7. 7. 7 your consumer electronics business is no different
  8. 8. 8 Welcome the new customer Fiercely Empowered Revolting with Vengeance
  9. 9. Demands awesome experience Endorses and recommends the brand to the whole world Can’t wait for a minute to get a Response: Likes, Re-tweets, Comments, Feedback mentality Needs to be constantly pampered, engaged, listened to and then pampered some more. 9 Customer Expectations Appreciated good service Recommended a brand to friends n family Could wait 24 hours for your customer support to get back Would understand and follow your company policies and business processes
  10. 10. 10 Every customer has a unique journey
  11. 11. 11 that transcends across multiple channels social mobile web in-store call center at home
  12. 12. 12 What does your customer do when the home appliance breaks down? 75% of customers try to contact you via 3 or more of these channels 1. Tries to search for the fix on the internet esp. YouTube 2. Shares with friends n family on Social Networks 3. Finds the Knowledgebase on your website on her mobile 4. Tries to find LIVE Chat support 5. Tries to find your contact information 6. Drops you an email 7. Calls your call center 8. Never wants to repeat her story
  13. 13. 13 Your customer hates your Call Center and so do you – coz its costly! Still the majority ends up frustrating themselves and you on your Call Center
  14. 14. 14 and this happens when you don’t have a cross-channel service center… that spans the customer journey across the Customer Experience Lifecycle
  15. 15. 15 WOW the customer across Customer Experience Lifecycle
  16. 16. 16 Introducing Oracle Service Cloud for Consumer Electronics & Home Appliances Oracle Service Cloud
  17. 17. 17 Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules
  18. 18. 18 Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules
  19. 19. 19 Web | Mobile Self Service Live Chat | Co-Browse Email Management Web Experience Intent Guide Virtual Assistant
  20. 20. 20 Web | Mobile Self Service Live Chat | Co-Browse Email Management Web Experience Intent Guide Virtual Assistant Strengthen relationships by guiding customers to highly relevant knowledge and experiences through an understanding of intent from search queries Web | Mobile Self Service Cloud Service enables visitors to find answers online from any device. The self-learning knowledge base improves with every customer interaction and provides deep and valuable insight into every customer or trend. Oracle RightNow Co-browse Cloud Service, agents can share a visual experience with online customers, helping solve issues and answer questions more quickly and accurately than ever before. Email Management is integrated with the self-learning knowledge base and across customer interaction channels, and it’s optimized for today’s smartphones and mobile web devices Virtual Assistant Cloud Service enables your customers to have a conversation with your website in everyday language. A web concierge will offer the personalized and engaging humanized interaction experience your customers demand
  21. 21. 21 Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules
  22. 22. 22 Social Experience Self-Service Facebook Support Community Innovation Community Social Monitoring Semantic Search
  23. 23. 23 Social Monitoring Support Community Innovation Community Social Experience Self-Service Facebook Semantic Search Facebook Cloud Service empowers and differentiates your brand by increasing your relevance, growing your fan base, and delivering on your brand promise where your customers are. You'll never be left in the dark. Take action by automatically capturing posts related to your brand and determining next steps to address your consumers needs. Empowering consumers to share their experiences, ideas, and advice, they become trusted resources for cost-effective, peer-to- peer support. Innovation Community Cloud Service helps you connect with your most loyal, knowledgeable customers, the ones with strong opinions and great product ideas Oracle Knowledge vastly expanded language and geography coverage, significantly increased performance, and reduced footprint with faster search response times, These improved efficiencies deliver increased productivity and lower operation costs.
  24. 24. 24 Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules
  25. 25. 25 Contact Center Experience Guided Resolution Cross-channel Service Collaboration Unified Desktop Agent Unified Mobile Agent App
  26. 26. 26 Unified Desktop Agent Guided Resolution Collaboration Contact Center Experience Cross-channel Service Unified Mobile Agent App Cross-Channel Cloud Service is a comprehensive cross-channel solution, letting you seamlessly and consistently engage with your customer across every channel. Agent Desktop Cloud Service enables you to deliver superior customer experiences by unifying enterprise systems and guiding call center agents through business processes across channels Oracle RightNow Guided Assistance Cloud Service enables you to build guides that lead agents and consumers through a series of questions and answers to direct them to the help and information they desire Oracle RightNow Collaboration Cloud Service enables Service agents can work together to more quickly resolve issues and deliver a higher level of service. Deliver relevant, consistent answers for quick resolution over a rapidly growing number of mobile devices, Increase customer satisfaction and loyalty by providing customer support over mobile app.
  27. 27. 27 Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules
  28. 28. 28 Customer Feedback Integrated Apps Outreach Analytics Knowledge Base Engage & Knowledge Base
  29. 29. 29 Knowledge Base Outreach Analytics Engage & Knowledge Base Customer Feedback Integrated Apps Actionable Voice of the Customer is a fully integrated, enterprise- class feedback management software solution that makes it easy for you to gather and act upon critical voice-of-the-customer insight in real time Get Knowledge Anywhere combines knowledge management software technology with social media collaboration for a consistent, superior customer experience. Outreach Cloud Service enables you to create proactive, relevant communications based on complete customer history. Powerful campaign management tools help you improve the quality of customer service Real-Time Actionable Insight that Enables Timely, Informed, and Effective Decisions. The Oracle RightNow App Builder products form a complete suite of tools for configuring, extending, and integrating customer experience applications on Oracle RightNow Cloud Service.
  30. 30. 30 Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules
  31. 31. Web Experience Intent Guide Web | Mobile Self-Service Live Chat | Co-Browse Email Management Virtual Assistant Campaign Management EBS | SAP | JD Edwards AP/AR – Parts Inventory ERP Financials Knowledge Management Customer Portal E-Commerce Oracle RightNow Connect PHP API Cloud Service Responsys Commerce Marketing Email Marketing Consumer Profiles Service Cloud Guided Knowledge Semantic Search Live Chat Consumer Electronics & Home Appliance Modules
  32. 32. 32 Consumer Electronics & Home Appliances Modules Oracle Service Cloud
  33. 33. 33 Consumer Electronics Modules Product Registration Customer 360 degree 1 Service Rep. Assignment Field force Route Planning Warranty Claim Processing Service Invoice Generation Service Estimates 2 3 4 5 6 7
  34. 34. 34 Consumer Electronics Modules CTI Integration* ERP Integration Product Inventory Sync Parts Inventory Availability Check-In Geo-Tracking 10 11 12 13 14 Document Scanning*9 Service Franchise Mgmt.8
  35. 35. 35Product Registration Consumer Electronics Modules Know your customers the day they start using your products. 1 – Product Registration 2 – Product Serial # 3 – Customer Products
  36. 36. 3 – Create and manage new incidents 36 1 – Customer 360 view 2- Bird’s eye view of past cases & purchases Facilitates agents to know the customer holistically before they interact with them. Customer 360 degree Consumer Electronics Modules
  37. 37. 37Service Rep. Assignment Automatic service center and resource assignment Automatically suggests best available technicians based on customer’s location and availability. Consumer Electronics Modules
  38. 38. Relatively free resource Packed resource 38Field force Route Planning TSO 1 2 case(s) TSO 2 7 case(s) TSO 2 7 case(s) With real-time status of on the ground staff’s schedule, agents can allocate visits based on staff’s schedule and proximity to the customer. Consumer Electronics Modules
  39. 39. 39Warranty Claim Processing Thanks to tighter integration with your ERP systems, your agents can know the warranty status of customer purchases and act accordingly. Consumer Electronics Modules
  40. 40. 40Warranty Claim Processing Separate workflows, business rules and guided assistance for the agents based on the warranty status – automatic determination of revenue case or non-revenue case. Consumer Electronics Modules
  41. 41. 41Service Estimates Calculator Your agents can provide the service estimates to your customers on the fly with the help of our price/quote estimates generator. Consumer Electronics Modules
  42. 42. 42Service Invoice Generation In-built module facilitates Price| Quote estimates, invoice generation and ERP integration with just a few clicks. Consumer Electronics Modules
  43. 43. 43Service Franchise Management Manage great customer experience across your sales n support franchise network. Auto-assign cases to the franchise service center closest to the customer. Manage Revenue Sharing on service calls with each franchise. Consumer Electronics Modules
  44. 44. 44 Oracle Service Cloud With custom built document scanning support, enterprises moving towards paperless environments can keep their legacy data intact. Document Scanning Consumer Electronics Modules
  45. 45. 45 With native support for all major CTI clients like Avaya, CISCO and Cloud 5, managing customer calls priority and SLA rule implementation is more efficient than ever before. * May require 3rd party license. CTI Integration* Oracle Service Cloud Consumer Electronics Modules
  46. 46. 46 Seamless integration with other on-premise and cloud based ERP deployments including but not limited to Oracle e-Business Suite, JD Edwards and SAP. ERP Integration Oracle Service Cloud Consumer Electronics Modules
  47. 47. 47Product Catalog Management Your product catalogs can be imported easily to provide the most up to date information for your call center agents. Consumer Electronics Modules
  48. 48. 48 Agents can quickly scan spare parts inventory items about their in-stock availability and price. Spare Parts Inventory Status Consumer Electronics Modules
  49. 49. 49Field force Check-In | Activity Geo-Tracking Checked-in customers Yet to visit TSO 1 – Activity map Sep. 02, 2015 Managers and supervisors can monitor and geo-track the activities of the field force in near real-time environment with up to the minute accuracy. Consumer Electronics Modules
  50. 50. 50Customer Service Rating & Feedback Consumer Electronics Modules Let your end customers rate the service & provide feedback along with optionally taking snaps of the repaired appliance from their mobile.
  51. 51. 51 How to get started? Schedule a demo Proof of Concept 1 Subscribe Service Cloud Customization & Integration Data Migration & Soft Launch Support & Maintenance Launch 2 3 4 5 6 7
  52. 52. 52 Modern Customer Service Experience for Consumer Electronics & Home Appliances Oracle Service Cloud http://www.ephlux.com info@ephlux.com +1 866 788 4185

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