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Social BPO

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

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Social BPO

  1. 1. 1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  2. 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.2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  3. 3. ToSocial CRMOracle Financial Services BPO3 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  4. 4. What is Social CRM4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  5. 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/products5 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  6. 6. OFSS BPO – Social CRM Solution overview6 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  7. 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 & Optimization7 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  8. 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 resolution8 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  9. 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 analysis9 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  10. 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 operation10 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  11. 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 interaction11 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  12. 12. Pictorial depiction of Social Media Support Center12 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  13. 13. Example Lead Generation – Banking Product Responds to Advertisement / Promotion/ Posts about Banking Product Receive, Analyze and Relate Data Customer Customer Service – Lead Pursued13 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  14. 14. Example –Marketing & Campaign Management Website Blogs Product Email Promotion Monitor Customer Response & Feedback Contact Customer – Product Demo, Additional Blog & Information, Opinion & Feedback Facebook Pages14 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  15. 15. 15 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
  16. 16. 16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.

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