Oracle Service Cloud - Consumer Electronics & Home Appliances

1
Modern Customer Service Experience for
Consumer Electronics & Home Appliances
Oracle Service
Cloud

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
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
86% of customers stop doing
business with a company after
one bad experience
80% of your future profits
come from your existing
customers

5
80%
of high-growth companies
provide a consistent
customer experience across
all channels

6
the customer as we all know
has changed drastically

7
your consumer electronics business
is no different

8
Welcome the new customer
Fiercely
Empowered
Revolting
with
Vengeance

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
Every customer has a unique journey

11
that transcends across multiple channels
social
mobile
web
in-store
call center
at home

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
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
and this happens when you don’t have
a cross-channel service center…
that spans the customer journey across the
Customer Experience Lifecycle

15
WOW the customer across
Customer Experience Lifecycle

16
Introducing Oracle Service Cloud for
Oracle Service
Cloud

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
Engage &
Knowledge Base
Platform
Service Cloud
Support Community
Social Monitor
Semantic Search
Social
Experience
Contact Center
Experience
Web
Experience

19
Web | Mobile Self Service
Live Chat | Co-Browse
Email Management
Web Experience
Intent Guide
Virtual Assistant

20
Web | Mobile Self Service
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
Engage &
Knowledge Base
Platform
Service Cloud
Support Community
Social Monitor
Semantic Search
Social
Experience
Contact Center
Experience
Web
Experience

22
Social Experience
Support Community
Social Monitoring
Semantic Search

23
Social Monitoring
Support Community
Social Experience
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
Engage &
Knowledge Base
Platform
Service Cloud
Support Community
Social Monitor
Semantic Search
Social
Experience
Contact Center
Experience
Web
Experience

25
Contact Center Experience
Guided Resolution
Cross-channel Service
Collaboration
Unified Desktop Agent
Unified Mobile Agent App

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
Engage &
Knowledge Base
Platform
Service Cloud
Support Community
Social Monitor
Semantic Search
Social
Experience
Contact Center
Experience
Web
Experience

28
Customer Feedback
Integrated Apps
Outreach
Analytics
Knowledge Base
Engage & Knowledge Base

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
Engage &
Knowledge Base
Platform
Service Cloud
Support Community
Social Monitor
Semantic Search
Social
Experience
Contact Center
Experience
Web
Experience

Web
Experience
Intent Guide
Web | Mobile Self-Service
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

32
Consumer Electronics & Home Appliances Modules
Oracle Service
Cloud

33
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
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

35Product Registration
Know your customers the day
they start using your products.
1 – Product Registration
2 – Product Serial #
3 – Customer Products

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

37Service Rep. Assignment
Automatic service center and resource assignment
Automatically suggests best
available technicians based on
customer’s location and availability.

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.

39Warranty Claim Processing
Thanks to tighter integration with your ERP
systems, your agents can know the warranty
status of customer purchases and act
accordingly.

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.

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.

42Service Invoice Generation
In-built module facilitates Price| Quote
estimates, invoice generation and ERP
integration with just a few clicks.

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.

44
Oracle Service
Cloud
With custom built document scanning
support, enterprises moving towards
paperless environments can keep their
legacy data intact.
Document Scanning

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

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

47Product Catalog Management
Your product catalogs can be imported easily to
provide the most up to date information for your
call center agents.

48
Agents can quickly scan spare parts
inventory items about their in-stock
availability and price.
Spare Parts Inventory Status

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.

50Customer Service Rating & Feedback
Let your end customers rate the service & provide
feedback along with optionally taking snaps of the
repaired appliance from their mobile.

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
Modern Customer Service Experience for
Oracle Service
Cloud
http://www.ephlux.com
info@ephlux.com
+1 866 788 4185

Oracle Service Cloud - Consumer Electronics & Home Appliances

Empfohlen

Empfohlen

Weitere ähnliche Inhalte

Andere mochten auch

Andere mochten auch (14)

Kürzlich hochgeladen

Kürzlich hochgeladen (20)

Oracle Service Cloud - Consumer Electronics & Home Appliances