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.

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. 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. Introduction

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. 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. 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. 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. Customer interaction in real life

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. Customer interaction in real life
Start (small)
Source: http://www.freeimages.com/

11. Customer interaction in real life
Start (small)
Vanilla implementation
Start (small)
Source: http://www.freeimages.com/

12. Customer interaction in real life
Start (small)
Vanilla implementation
Start (small)
Self service
Source: http://www.freeimages.com/

13. Customer interaction in real life
Start (small)
Vanilla implementation
Start (small)
Self service
One voice
Source: http://www.freeimages.com/

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. 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. 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. Every customer interaction is a case

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. 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. 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. 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. 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. 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. Demo

25. Demo: Case management in a hybrid
environment
On Premise Oracle
PaaSService CloudCloud Service Cloud Customer Portal
Oracle

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. 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. 28Copyright © Capgemini and Sogeti 2016. All Rights Reserved
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29. 29Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Presentation Title | Date

30. 30Copyright © Capgemini and Sogeti 2016. All Rights Reserved
Presentation Title | Date

31. Conclusion

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. 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. 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. 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. 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.