1 RIGHTNOW CLOUD SERVICE SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICE See what our customers have achieved with the Oracle Service Solution.
2 03 Introduction Serve Your Customers Anywhere - Multi-Channel Service 04 Evolution1 Delivering Superior Customer Care across Multiple Business Units 06 HauteLook Delivering must-have, high-end customer experiences 08 New Zealand Post Group Developing a single view of customer interactions to provide a superior customer experience 10 ResortCom International Supporting over 1 million customers every year with Oracle Web Customer Service 12 BT Retail Upgrading CRM system for a Unified Approach 14 Citrix System, Inc. Improving Call Center Performance with a Flexible CRM Solution 16 Conclusion Oracle Service: Comprehensive, Personalized Customer Service Solutions and Resources
3 INTRODUCTION 3 Introduction Serve Your Customers Anywhere Multi-Channel Service Today s customers demand more from your contact center, with the expectation they can access the information they require through the channels of their choice at any given time. If you don t have the right solutions in place to swiftly resolve issues through Web, phone, mobile, and social channels in a consistent manner, you risk losing customers to your competitors. Oracle Service helps you meet the demands of the modern customer and provides capabilities needed to increase revenue, improve agent efficiency, and consistently deliver high-quality, personalized, multi-channel customer service experiences that deliver a competitive advantage. Read on to discover how organizations like yours have found success with Oracle Service Solutions.
4 Evolution1 Enabling Evolution1 to Deliver Superior Customer Care across Multiple Business Units When serving millions of unique customers, each with different needs and desires, the right solution is needed to ensure they receive consistent experiences no matter how they engage with your organization via phone, , or Web. The challenge Evolution1 and its partners serve more than seven million consumers, making it the U.S. s largest Web-based healthcare solution. Its customer base is almost exclusively third-party administrators and health plans, and its biggest challenge is communicating service level agreements and processes to these partners. As the company grew, Evolution1 needed to find a customer service solution that could provide exceptional customer care, scale seamlessly to meet increasing demand, and support a customized customer portal to log incidents for increased efficiency and cost savings. The solution Evolution1 selected the Oracle Service solution to ensure that customers across four unique business entities would get the same level of support and consistent answers no matter what channel they choose to contact the company. The Oracle Service solution is easily configurable, enabling Evolution1 to customize the agent desktop for each business unit, giving in-house and outsourced agents different access and views, depending on the areas they support. The secure cloud enables Evolution1 to maintain confidential member information and helps the company meet the demands of increased volume without additional IT costs.
5 5 Oracle Service enables us to manage separate entities from a single solution and one database. Divisions can transfer incidents or share contacts without negotiating different systems, and Oracle Service tracks every incident to completion so that nothing gets overlooked. We keep our customers satisfied while reducing our expenses and workload. Tom LeClerc, Senior Technical Services Representative, Evolution1 The results Reduced inquiry response times: With more than half of incidents now logged through the customer portal rather than by phone. Consolidated service infrastructure: A single solution now supports in-house and outsourced agents serving four separate business entities. Improved agent productivity: Achieved an percent first call resolution. Enhanced security: A PCI-compliant secure cloud protects confidential customer information. Increased visibility: Access to detailed user metrics has enabled Evolution1 to continuously improve the service it provides, and allocate resources based on the most popular customer requests. Read the full story
6 Agents now have the right information at the right time to give members confidence and positive interactions, whether solving an order issue or making a big purchase online. Chris Purpura, Director of Member Care, HauteLook HauteLook (A Nordstrom Company) Delivering must-have, high-end customer experiences To truly differentiate your brand you must provide fast and efficient customer service and personalize interactions to meet the needs of individual customers through a variety of channels.
7 HAUTELOOK 7 The challenge Los Angeles-based HauteLook has sold clothing, accessories, furnishings, beauty products, and high-end travel packages since 2007, often partnering with brands to create 48-hour sale events that offer discounts of up to 75 percent. Prior to implementing Oracle s solutions, HauteLook was receiving an average of 10,000 phone and inquiries a month from its members a number that was growing exponentially and was under intense pressure to respond to members quickly and efficiently, and create a customer experience that would differentiate the brand. The solution In 2010 HauteLook turned to Oracle Service to revamp its contact center. Now approximately 40 agents respond to over 40,000 interactions a month, through phone, , and live chat, and with a full integration to HauteLook s e-commerce system providing a 360-degree view of each member. This allows fully personalized interactions that create brand loyalty and drive competitive advantage. HauteLook can now easily handle multi-channel member interactions from a single point of reference, and track, assign, and manage requests from initial contact through resolution. The results Higher conversion rates: 13.5 percent of chat conversations are now converted to sales, and the number is growing. Improved efficiency: HauteLook now manages over 40,000 interactions a month. More personalized interactions: HauteLook now has the ability to capture the voice of the customer to drive future sales, establish best practices, and improve processess. Oracle Service helps our Member Care organization to capture valuable insight and deliver a seamless experience no matter how a member chooses to engage with our brand. Chris Purpura, Director of Member Care, HauteLook Read the full story
8 New Zealand Post Group Developing a single view of customer interactions to provide a superior customer experience To provide the kind of tailored, personalized customer service that creates brand loyalty, organizations must have access to real-time information highlighting the success of customer interactions, preferred channels of use, and sales conversion rates. The challenge The New Zealand Post Group (NZ Post) has been providing customers with products and solutions to help them communicate and do business for 170 years. The group continues to evolve its services, from the core mail business through to banking and digital solutions, to meet the changing needs of its customers and improve its customer service interaction. The organization was facing a number of challenges with its customer experience offering, most of which stemmed from a siloed approach to customer interactions that meant the customer journey wasn t properly tracked across different touchpoints. The solution NZ Post is using the Oracle Service solution as the platform for its CRM and contact center operations to help address these issues and implement a more efficient, integrated, and user-friendly customer experience journey. NZ Post now has access to real-time information into how the customer experience is working through each individual channel, enabling managers to monitor resolution times and redirect resources to the areas with the greatest need.
9 NEW ZEALAND POST GROUP 9 Oracle has enabled our business objectives by giving us the tools to allow us to look at customer interactions across different channels in real-time. Russell Stephens, Head of Channels, New Zealand Post Group New Zealand Post Group has eliminated channel silos and can now view the customer journey in a single environment The results Increased productivity: Since implementing the solution in 2011, agent productivity has increased by 10 percent. Improved efficiency: Reduced traffic by 10 percent within one week of implementing Oracle Smart Assistant. Enhanced customer service: NZ Post now has the visibility to closely monitor customer interactions, address areas in need of improvement, and redirect resources to provide the highest level of customer experience to its users. Read the full story
10 Our success is based on strength of the product and the quality of the experience. That experience is determined in the contact center and Oracle Service helps us provide a superior experience, every time. Alex Marxer, President, ResortCom International ResortCom International Providing ResortCom with the solutions to help support over 1 million customers every year Having insight into the habits of your customers, knowing when to contact them, and through which channels, can be a key differentiator when it comes to providing a customer service experience that goes that extra mile.
11 RESORTCOM INTERNATIONAL 11 The challenge ResortCom provides specialized financial services, resort operations, and customer care services for companies that develop and own resort properties. In addition, ResortCom empowers resort operators to generate substantial additional revenue from its customers through the sale of related services such as air travel and leisure activities. ResortCom lacked cross-departmental visibility. Issues were passed from support representatives to the back-office via paper, making it impossible to track incidents, and management had no insight into how long processes were taking or where bottlenecks existed. A solution was needed to increase visibility, encourage cross-departmental collaboration, and improve operational efficiency. The solution ResortCom implemented Oracle Service to deliver excellent customer care to over a million of its clients traveling customers through multiple channels. ResortCom s agents now handle over $500 million in transactions every year, and the company has been able to provide support with the same number of agents despite a tenfold increase in business. The solution is being used not only to handle inbound calls, but also to log customers preferred communication channels and the best times to reach them improving the management of peak volumes and providing a more personalized customer experience. The results Increased efficiency: Managed a 10x growth in business without having to increase support headcount, and saw a 30% reduction in volume and a 50% reduction in response times. Improved visibility: Gained full transparency into front and back office processes. Enhanced customer service: By reducing average resolution time down from 48 hours to less than 8 hours. ResortCom agents can now handle over $500 million in customer transactions every year and consistently maintain a CSAT score of 88 percent or above. Read the full story
12 BT Retail Upgrading CRM systems for a Unified Approach Upgrading customer service solutions quickly and efficiently with as little risk as possible is a major challenge for organizations looking to improve the customer experience. The challenge BT Group plc. is one of the world s leading providers of communications solutions, operating in 170 countries. A part of this group, BT Retail, is the UK s largest communications provider, delivering innovative products and services to the consumer and midsize markets. BT Retail wanted to upgrade its CRM systems currently used to process 95 percent of its consumer revenue to streamline business processes, improve the customer experience, and improve agent productivity when dealing with customers of the broadband, telephony, and television services customers. The solution BT Retail used Oracle GoldenGate to assist with the upgrade to Oracle s Siebel Contact Center 8.1, allowing the process to be completed in a single overnight outage window rather than over two days. BT Retail also reduced business risk during the upgrade by ensuring they could easily use Oracle GoldenGate to roll back the system if required, guaranteeing customers would not be adversely affected should any issues arise. A unified approach from Oracle led by Oracle Advanced Customer Support Services ensured a fast, cost-effective and safe upgrade to Oracle s Siebel Contact Center 8.1, resulting in improved contact center productivity and greater customer satisfaction.
13 BT RETAIL 13 With our upgrade of the Oracle Service Contact Center, we now have a very stable platform delivering increased performance. The success of this project is testament to the commitment and organizationwide support from Oracle and our partner organizations. James Weekes, Director of Consumer Customer Relationship Management and Billing Platforms, BT Retail The results Enhanced productivity: Improved call center agent productivity with Siebel Contact Center 8.1 s task-based interface, which guides agents through pre-defined processes, ensures compliance with BT Retail procedures for customer interactions, and reduces training costs. Improved performance: Accelerated system start-up time by over a third, and achieved a 5 percent performance improvement, resulting in increased user productivity through faster processing. Seamless transition: Delivered the upgrade on time and under budget with the help of Oracle Advanced Customer Support Services and Oracle Specialized Partner Tech Mahindra and migrated 700,000 lines of customized code and 25 terabytes of data in just seven hours. Read the full story
14 Oracle s Siebel Customer Relationship Management provides the sophisticated, flexible platform we need to improve call center agent productivity, enhance customer service, and bring new offers to market more quickly, across multiple channels. Girish Yadav, Director, Oracle Practice, Citrix Systems, Inc. Citrix Systems, Inc. Improving Call Center Performance with a Flexible CRM Solution Improving customer experience often starts with improving the efficiency of the call center. If solutions are in place to enable customers to help themselves, your agents are free to dedicate their time to those who need greater assistance.
15 CITRIX SYSTEMS, INC. 15 The challenge Citrix Systems, Inc.(Citrix) provides virtualization, networking, collaboration, and cloud technologies to over 230,000 enterprises worldwide. Citrix products are used by more than 100 million users globally, and touch an estimated 75% of internet users each day. Over the last decade, Citrix has grown from offering a single product to providing over 30 products across hardware, software, and services. Consequently the organization needed a comprehensive CRM solution to meet the diverse needs of its sales and service representatives while providing the best possible services and solutions to its customers. The solution Already using Oracle CRM, Citrix upgraded to Oracle Service Contact Center to take advantage of the new user experience and reporting functionality, enabling it to improve system performance and stay current on support. Citrix also used Oracle Business Intelligence Publisher and Oracle Secure Enterprise Search to improve agent productivity and provide better service levels to its customers. With Oracle solutions Citrix upgraded its CRM systems to provide the flexibility needed to support sales and service representatives and provide a superior level of customer service. The results Increased agent productivity: With real-time monitoring of call center activities, and the introduction of a unified global call system platform, incorporating voice, non-voice, fax and communications. Cut inquiry resolution times: Using Oracle Secure Enterprise Search to provide a one-stop shop for call center users to search for similar problems and resolutions when dealing with a customer request. Reduced IT overhead: By empowering business users to generate their own reports to support business decisions. Grew the number of users: By 100 percent over three years, increased performance benchmarks, and reduced deployment times. Read the full story
16 Conclusion Oracle Service: Comprehensive, Personalized Customer Service Solutions Oracle Service delivers complete, multi-channel customer service solutions enabling organizations to gain a better view of customer interactions, improve agent productivity, and provide more comprehensive, personalized, and efficient customer service experiences.
17 Facebook f Logo RGB /.eps Facebook f Logo RGB /.eps CONCLUSION 17 With Oracle Service your organization can: Increase revenue generation Improve ROI Accelerate issue resolution Increase CSAT score Decrease call time For more information on how Oracle Service can help you, explore the resources below. Stay Connected
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