First look at social customer service/social analytics outsourced BPO offering coming to market with Oracle as partner.

1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

2. The following is intended to outline our general product direction. It is intended
for information purposes only, and 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. The development, release,
and timing of any features or functionality described for Oracle s products
remains at the sole discretion of Oracle.
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3. To
Social CRM
Oracle Financial Services BPO
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4. What is Social CRM
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5. Social CRM - Perspective
 Use of Social media, services & technology to enable organizations to
engage customers by augmenting existing CRM technology &
processes
 Banks & FIs have to now deal with new & existing customers through a
diverse & still evolving social media channels (Facebook, Twitter,
Blogs, Product Reviews etc.)
– Unprecedented volume of data being generated everyday
– Data analytics is still evolving
 Customer interaction in the social media is transmitted & shared with
other customers at a rapid pace necessitating prompt & accurate
response from providers of services/products
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6. OFSS BPO – Social CRM Solution overview
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7. Social CRM – OFSS BPO Service Offerings
OFSS Social Media support center
 Social servicing (service request)
 Lead generation
 Loyalty programs
 Integrated view of the customer (VOC)
Business Intelligence
 Dashboards & Report Development
 Custom reporting solutions
 Data processing & management
Analytics
 Market Research
 Competitor Analysis
 Channel Effectiveness & Optimization
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8. OFSS Social Media Support Center
 Dedicated contact center focused on customer’s social media
interaction
 Driven by derived social data from Buzzient.
 Key Data drivers
– Service Requests
– Leads
 Key Areas of focus
– Respond to Service Requests
– Proactive Lead management
– Manage marketing campaigns based on client inputs & social data
– Proactive/Reactive escalated issue resolution
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9. OFSS Business Intelligence & Analytics
 Focused on advanced data analysis derived from customer’s social
media interaction
 Driven by derived social data from Buzzient
 Key Areas of focus
– Analyze client product(s) chatter compared to competitor/s
– Research client product(s) feedback
– Extract, Research & Quantify customer complaints/specific incident data
– Supply OFSS Contact Center with incident data & potential leads derived
from data analysis
– Establish potential marketing opportunities based on data analysis
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10. Social CRM – OFSS BPO Benefits
 Dedicated team focused on a dynamic, evolving customer interaction
channel
– Clients can continue to manage existing customer contact channels
 Leverage social media technologies from Oracle, partners and 3rd
parties
 Leverage existing contact center infrastructure for managing global
Social Media support centers
– Clients will realize cost savings & efficiencies as a result of using a mature
business operation
10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

11. Social CRM – OFSS BPO Benefits (Continued)
 OFSS BPO will develop Social CRM best practices
– Clients will realize benefits from best practices across multiple client
processes
 OFSS BPO will help optimize other customer contact channels
– OFSS BPO will leverage its customer contact expertise to recommend
channel optimization strategies based on Social media interaction
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12. Pictorial depiction of Social Media Support
Center
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13. Example Lead Generation – Banking Product
Responds to
Advertisement /
Promotion/
Posts about
Banking
Product
Receive, Analyze and Relate Data
Customer
Customer Service – Lead Pursued
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14. Example –Marketing & Campaign Management
Website
Blogs
Product Email
Promotion
Monitor Customer Response & Feedback Contact Customer – Product Demo, Additional
Blog & Information, Opinion & Feedback
Facebook
Pages
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15. 15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

16. 16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.