Oracle Service Cloud for Siebel Service
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- Rosalind Morton
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2 Oracle Service Cloud for Siebel Service The Success Story Scott Uptain - Intergraph Rhianna Albert - everge Group Christopher Patterson - Oracle October 1, 2014
3 Introductions Scott Uptain Executive Manager, Global Business Systems, Intergraph PPM 19 years at Intergraph Rhianna Albert Oracle Service Cloud Practice Director, everge 8 years experience implementing Oracle Service Cloud
4 Who is in the Audience? Siebel Customer Today? Oracle Service Cloud Customer Today? Evaluating Oracle Service Cloud?
5 Safe Harbor Statement 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.
6 Program Agenda Oracle Service Cloud Intergraph Project Overview Demo Q&A
7 Deliver on Your Brand Promise Across the Entire Customer Experience Life Cycle BUY Market & Sell OWN Support & Serve
8 The Oracle CX Portfolio ORACLE MARKETING CLOUD ORACLE COMMERCE CLOUD ORACLE SERVICE CLOUD ORACLE SALES CLOUD ORACLE SOCIAL CLOUD Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Field Service Service Cloud Platform Service Anywhere: Engage over more channels, on any device Find Answers Easily: Recommend and guide to best answers Switch Channels Seamlessly: Intelligently act on learnings
9 Connected, Engaging & Personal Web Customer Service Self-Service Mobile Self- Virtual Assistant Integrated Knowledge Pixel Perfect Support Sites and Widgets Service Global Device Support Next Generation Self- Service Single Knowledgebase Across All Channels Live Chat Industry Leading Chat & Proactive Chat Co-Browse In Depth Agent Assistance Social Self-Service Leverage the Power of Customer Knowledge Smart Engagement Guides & Troubleshooters Support Complete Response Management
10 Connected, Engaging & Personal Web Customer Service Self-Service Mobile Self- Virtual Assistant Integrated Knowledge Pixel Perfect Support Sites and Widgets Service Global Device Support Next Generation Self- Service Single Knowledgebase Across All Channels Live Chat Industry Leading Chat & Proactive Chat Co-Browse In Depth Agent Assistance Social Self-Service Leverage the Power of Customer Knowledge Smart Engagement Guides & Troubleshooters Support Complete Response Management
11 Connected, Engaging & Personal Web Customer Service Self-Service Pixel Perfect Support Sites and W idgets Mobile SelfService Global Device Support Virtual Assistant Integrated Knowledge Next Generation SelfService Single Knowledgebase Across All Channels Live Chat Co-Browse Social Self-Service Smart Engagement Support Industry Leading Chat & Proactive Chat In Depth Agent Assistance Leverage the Power of Customer Knowledge Guides & Troubleshooters Complete Response Management
12 Connected, Engaging & Personal Web Customer Service Self-Service Mobile Self- Virtual Assistant Integrated Knowledge Pixel Perfect Support Sites and Widgets Service Global Device Support Next Generation Self- Service Single Knowledgebase Across All Channels Live Chat Industry Leading Chat & Proactive Chat Co-Browse In Depth Agent Assistance Social Self-Service Leverage the Power of Customer Knowledge Smart Engagement Guides & Troubleshooters Support Complete Response Management
13 Connected, Engaging & Personal Web Customer Service Self-Service Pixel Perfect Support Sites and W idgets Mobile SelfService Global Device Support Virtual Assistant Integrated Knowledge Next Generation SelfService Single Knowledgebase Across All Channels Live Chat Co-Browse Social Self-Service Smart Engagement Support Industry Leading Chat & Proactive Chat In Depth Agent Assistance Leverage the Power of Customer Knowledge Guides & Troubleshooters Complete Response Management
14 Connected, Engaging & Personal Web Customer Service Self-Service Pixel Perfect Support Sites and W idgets Mobile SelfService Global Device Support Virtual Assistant Integrated Knowledge Next Generation SelfService Single Knowledgebase Across All Channels Live Chat Co-Browse Social Self-Service Smart Engagement Support Industry Leading Chat & Proactive Chat In Depth Agent Assistance Leverage the Power of Customer Knowledge Guides & Troubleshooters Complete Response Management
15 Connected, Engaging & Personal Web Customer Service Self-Service Mobile Self- Virtual Assistant Integrated Knowledge Pixel Perfect Support Sites and Widgets Service Global Device Support Next Generation Self- Service Single Knowledgebase Across All Channels Live Chat Industry Leading Chat & Proactive Chat Co-Browse In Depth Agent Assistance Social Self-Service Leverage the Power of Customer Knowledge Smart Engagement Guides & Troubleshooters Support Complete Response Management
16 Thu 11:30-12:15, M.West 3001 Oracle Service Cloud: Overview & Roadmap for Web Customer Service [CON8908] Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Field Service Engagement Service Cloud Platform
![Customer Service [CON8908] Web Customer Service Cross](/docs-images/41/14439561/images/page_16.jpg "Channel Contact Center Knowledge Management Policy")
17 + Web Customer Service Cross Channel Contact Center Knowledge Management Policy Automation Field Service Engagement Service Cloud Platform
18 2. Who is Intergraph PP&M?
19 Process, Power & Marine Leading Global Provider of Engineering Software #1 Engineering Design Solution Based on revenue for 6 straight years Lead Multiple Industry Segments Oil and gas Chemical Electric power generation
20 Intergraph Customers
21 Intergraph Siebel History Implemented Siebel for customer service in 2001 We had 3 main interfaces: 800+ employees on Siebel Service 300+ partner users on Siebel Partner Portal customers on Siebel ecustomer Ongoing need for a richer customer experience
22 3. Project Overview
23 Intergraph Smart Support Project Goals Deliver a modern customer-facing experience Modern, intuitive interface with a professional look and feel. Implement a solution that can be customized as needed. Tablet-friendly Capture more accurate and complete info at SR creation Easily find the right product Allow the adding of attachments Allow filing against multiple accounts Improve the self-service experience Improved KB search, monitoring, and content Embrace KCS SR Avoidance
24 Smart Support Solution Smart Support Merged Siebel OpenUI and Oracle Service Cloud (aka RightNow) New UX - Completely different from ecustomer Siebel Service Changes made to interface with Oracle Service Cloud Answers Search, create, update Answers, and link/unlink Answers to SRs Oracle Service Cloud Agent Desktop Knowledge Admins review/approve Answers Answers can be edited/formatted by the Knowledge Admin +
25 Project Challenges OpenUI was relatively new Intergraph had limited knowledge of OpenUI There weren t many consultants out there with experience Training options were limited Intergraph had no experience with Oracle Service Cloud Short Timeline Uncharted Territory
26 Key Project Success Factors Leveraged everge as our business partner Brought both Siebel and Service Cloud expertise to the table Created an innovative SSO integration Played a pivotal role in helping us get to the finish line on time Focused on UX Utilized web developers Ramped up on OpenUI Leveraged industry best practices (KCS)
27 Smart Support Results Went live on time in Dec of 2013 Metrics are showing positive results in terms of SR Deflection KB Usage Feedback from users has been overwhelmingly positive
28 Results Customer feedback has been overwhelming positive I like this new support site, it s a lot quicker to work with! The Smart Support system was smart enough to recommend the solution before we opened an SR. Smart Support is so much more user friendly and helpful than ecustomer in every way. The layout, while simple, is effective. The new Answer search is also significantly improved over the ecustomer's knowledge base search capabilities.
29 Results KCS has been embraced by the business Increased quantity and quality of knowledge articles Leveraging analytics to tune knowledge effectiveness Creating content at time of customer interaction
30 Results SR Deflection Trend Increased by 49% Total # of Web SRs Total Estimated SR Deflections / / / / / / 08
31 Results Answer Feedback Answer Solved Problem Answer Did NOT Solve Problem
32 4. Solution Demonstration
33
34 Oracle Service Cloud Track Sessions Wednesday, October 1, 2014 (continued) Session Time Room ID Achieving Excellence in Customer Service John Green, Client Relationship Manager, IDP Education Raleigh Burgess, CEO, BlueLeap LLC Stephen Fioretti, VP, Product Management, Oracle Service Cloud, Oracle 2:00 PM - 2:45 PM Moscone West CON8925 Best Practices in Knowledge Management 2:00 PM - Moscone CON8934 David Kay, Principal, DB Kay & Associates 2:45 PM West -3001A Nina Patel, Director, Global Knowledge Management, GCX, Ebay Nav Chakravarti, Vice-President, Oracle Knowledge Management, Oracle Erin Knapp, Director, Knowledge Management Proactive Support, Oracle How Service Executives Make Memorable Impressions with Siebel Service and Oracle Service Cloud Hosna Keyhan, CIO, NebuLogic Technologies, LLC Nivas Nallanthi, Chairman & CEO, NebuLogic Technologies, LLC Tiffany Blair, Senior Principal Product Manager - Public Sector CRM, Oracle 3:15 PM - 4:00 PM Moscone West CON8509 Oracle Confidential Internal/Restricted/Highly Restricted 35
35 Oracle Service Cloud Track Sessions Wednesday, October 1, 2014 (continued) Session Time Room ID Putting Knowledge at the Heart of Service Jeri Shelton, Director, CX Engineering, Comcast Michel van Zantbeek, Manager Knowledge Management Center, Achmea Interne Diensten N.V. Nav Chakravarti, Vice-President, Oracle Knowledge Management, Oracle 3:15 PM - 4:00 PM Moscone West CON8915 Best Practices in Online Customer Engagement 3:15 PM - Moscone CON8911 Jason Hillner, Exec. Director, Solutions Consulting, everge Group, LLC 4:00 PM West -3001A Christopher Patterson, Sr. Dir. Service Cloud Product Management, Oracle Oracle Confidential Internal/Restricted/Highly Restricted 36
36 Oracle Service Cloud Track Sessions Thursday, October 2, 2014 Session Time Room ID General Session: CX OpenWorld It s a Wrap! Aaron Shidler, VP, CRM Product Development, Oracle Customer Experience Journey Mapping Workshop: An Eye-Opening Experience Coryn DeGrands, VP, Sales Operations & Customer Service at Emerson Network Power Timothy Loomis, Senior Director, Sales Consulting, Oracle The Best of Both Worlds, Cloud to Ground: A Siebel/Oracle RightNow Integration Story Rhianna Albert, Director, CX Solutions Consulting, everge Group, LLC Shiloh Madsen, Developer, everge Group, LLC Oracle Service Cloud: Overview and Roadmap for Web Customer Service David Fulton, Director of Product Management, Oracle Connecting the Call Center to the Field Kayleigh Fitch, Senior Public Relations Specialist, TOA Technologies Inc. Jeffrey Wartgow, Vice President Product Marketing, TOA Technologies Inc. Melinda Uhland, Director, Product Management, Oracle 9:00 AM - 9:45 AM 10:15 AM - 11:00 AM 11:30 AM - 12:15 PM 11:30 AM - 12:15 PM 11:30 AM - 12:15 PM Moscone West Moscone West Moscone West -2001A Moscone West Moscone West -3001A GEN8890 CON8795 CON3929 CON8908 CON8926 Oracle Confidential Internal/Restricted/Highly Restricted 37
37 Oracle Service Cloud Track Sessions Thursday, October 2, 2014 (continued) Session Time Room ID Oracle Service Cloud Cross-Channel Contact Center Overview and Roadmap Justin Anderson, Senior Director, Product Management, Oracle Policy Automation with Oracle Service Cloud: Overview and Roadmap Davin Fifield, VP Product Development, Oracle Policy Automation, Oracle Jasmine Lee, Principal Solution Specialist, Oracle Oracle Service Cloud Knowledge Management Overview and Roadmap Nav Chakravarti, Vice-President, Oracle Knowledge Management, Oracle Oracle Service Cloud Platform Overview and Roadmap Chris Heilig, CTO, everge Group, LLC Shon Wedde, Sr Dir, Oracle Service Cloud, Oracle 12:45 PM - 1:30 PM 12:45 PM - 1:30 PM 2:00 PM - 2:45 PM 2:00 PM - 2:45 PM Moscone West Moscone West -3001A Moscone West Moscone West -3001A CON8945 CON8909 CON8855 CON8910 Oracle Confidential Internal/Restricted/Highly Restricted 38
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