CX for Manufacturing/HT: "Simplify complex selling in HT with engaging customer experiences Wael Damra Senior Director Avaya Mike Saslavsky Senior Director Oracle Corporation Abhishek Goyal AVP & Practice Manager Infosys Limited
Agenda 2 Selling in High-Tech industry About Avaya Infosys & Oracle solution for Avaya Infosys & Oracle offerings for CX solutions
Selling in high-tech industry: some key challenges 3 Shorter product life cycles, complex product structures - 50% of revenue across high-tech Industry comes from product models introduced in last 2 years Continuous innovation in offerings - New features are getting developed and added to product offering in high-tech industry every 3-4 months Need for personalized & real-time information for partners and customers - 75% of respondents in a survey stated that personalization has very significant impact on their customer retention rate, 75% said it impacts lifetime customer value and 71% believed it improves conversion rates - 49% respondents felt real time information sharing increased productivity / efficiency in customer engagements Increased complexity of configuration, pricing & quotation -As per data collected by CSO insights sales person spends 25% of the time on researching products and price for customers Multi-channel Sales and need for unified customer experience - 50% percent of customers engage with an average of two touch points to research or purchase products Multi-Segment Sales support (B2B & B2C) - A recent survey found 60% of the sales employees in hi-tech companies cater to both B2B and B2C customer base
Strategies for simplifying and enhancing Complex Selling Focus Areas Key Strategy Levers Examples 4 Multi channel sales & Partner Commerce Offer personalized offerings and campaigns Consistent Transaction Experience across channels Seamless integration offer real-time price & inventory visibility Leverage e-commerce, Mobile commerce Rides on ecommerce platform to drive sales Product Configuration, Pricing & Quoting Real time, flexible, anywhere, anytime CPQ options for customers and sales CPQ options for bundles of (incl. products, services, software) Streamlines complex product configuration and quoting with big machines Social Marketing Leverage social media for running marketing campaigns Social media leverage for customer engagement Became smartphone of choice amongst Indian youth Market insights & real time analytics Real-time insights through analytics and Big Data Generate opportunities for up-sell & cross-sell Marketing campaigns management analytics
Agenda 5 Selling in High-Tech industry About Avaya Infosys & Oracle solution for Avaya Infosys & Oracle offerings for CX solutions
About 6 Avaya is recognized innovator and leading global provider of next-generation business collaboration and communications solutions, providing unified communications, real-time video collaboration, contact center, networking and related services to companies of all sizes around the world Top 100 Global innovator for 3 consecutive years including 2013 Gartner magic quadrant leader for corporate Telephony, Unified communications & contact center No 1 in World wide Telephony & voice maintenance systems Worldwide contact center Worldwide unified messaging SME Telephony Ranked No. 123 overall for U.S. patents granted in 2012 Nearly 6000 patents and pending patents Ranked 18 among all telecom companies for strength of patent portfolio 14,000 employees 15,000 partners Worldwide operations
Avaya Vision, Challenges & Value Drivers 7 Vision Challenges Value Drivers Consistent Branding Unified partner experience Multiple information sources impacting branding and partner experience Focused digital marketing Increase alignment between marketing and sales Increase Avaya s voice in the market Strengthen marketing claims and enablement Single source of information Short sales life cycle 360 degree view of partners/customers Reduced time to market Non uniform sales experience Inability to respond to market needs Reduced maintenance costs Reduced data inconsistencies leading to lesser errors Standardization of sales processes Reduce TCO for sales applications Single dashboard for critical information Increase revenue through newer segments Improve new product launches Increased alignment between sales & marketing Seamless integration across all systems Different technologies & increased customization Increased automation 7
Assessment, Proof of Concept, Implementation, Process Consulting, Training & OCM Avaya CX Initiatives Initiative Platform Of choice Partner of choice Objectives achieved 8 Avaya.Com redesigned (33 Countries & 13 Languages) Employee portal redesigned (Intranet) Sales and Partner portal (Content) redesigned Revamp support website HTML5, CSS, JS Common branding Fully featured mobile & tablet viewing Better partner experience. Transformed interaction with partner and Distributor users Reduced time to market For support website achieved web adoption target of 90% Better customer experience Migrate 3 document repositories legal, knowledge repository, marketing & sales collateral (2 million docs & multiple TB) Streamlined document access Strategic platform across business units Marketing platform migration CRM/PRM migration Better lead quality Boost loyalty across B2B and B2C Improve sales effectiveness Streamlined business processes Reduced TCO
Assessment, Proof of Concept, Implementation, Process Consulting, Training & OCM Avaya CX Initiatives planned.. 9 Initiative Platform of choice Partner of choice Targeted objectives Enable e-transactions for cloud services & merchandise Refresh of web portal technologies HTML5, CSS, JS Common branding Fully featured Mobile & tablet viewing Better partner experience. Reduced time to market Better customer experience Integrate website and portals with centralized document repositories Centralized document repository across portals CRM/PRM migration Improve sales effectiveness Improved end to end journey for partners Streamlined business processes Reduced TCO
Agenda 10 Selling in High-Tech industry About Avaya Infosys & Oracle solution for Avaya Infosys & Oracle offerings for CX solutions
Outline of Sales Process Journey at Avaya 11 Integrated Sales Journey Marketing Cloud Customer Load Customer List 1 Launch Email Campaign Receives Email Capture Digital bodylanguage 2 Positive Response Generate Lead Refine Lead Evaluates Quote 6 Confirms on Agreement terms 1. Execution of Campaign 2. Track Responses 3. Qualify Leads 4. Converting to Opportunity 5. Quote & pricing 6. Negotiations 7. Win/Loss 8. Partner Incentivization Sales Cloud 3 Resource Assignment for Lead Qualification Convert Lead to Opportunity 4 Assign to Partner Update Opportunity Update Opportunity as Won/Lost 7 Run Forecasts Configuration and Quotation Run Pricing Rules 5 Generate Quote Partner Portal Follow-up to process Lead Provide incentives 8
Infosys & Oracle Solution for Avaya 12 Marketing Sales Quote and Orders Marketing Avaya.com Content & Commerce AVAYA.COM Leads Contact Preference Partners Customer and Contact Management Territory Management SSR and Case Management Social Collaboration (OSN) CRM Lead Management Opportunity Management Forecasting Mobility Oracle Market Place (3 rd Party Apps) PRM Partner Registration Program Management MDF Outlook ORACLE FUSION MIDDLEWARE Opportunities Quotes Accounts Contacts Lead Opportunity Support Request Account Orders All Entities OneSource, EC Configurator eproject ERP Data warehousing ODS Note: Gray box applications are non-oracle based
Agenda 13 Selling in High-Tech industry About Avaya Infosys & Oracle solution for Avaya Infosys & Oracle offerings for CX solutions
14 Oracle s CXM Sales Portfolio Best in class products brought together for complex selling for Hi Tech with superior customer experience Multi Channel Sales & Partner Commerce Product Configurati on & Quoting Social Marketing Targeted CX i.e. Connect with the Customers through the Right Channel/s, at the Right Time, Every Time Web Oracle Marketing Cloud Segmentation Campaign Mgmt. Contact Mgmt. Lead Mgmt. Mobile Social Oracle Sales Cloud Opportunity Mgmt. Territory Mgmt. Sales Planning Partner Mgmt. In Store Oracle CPQ Cloud Production Configuration Dynamic Pricing Contact Center Quote Management Guided Selling Field Service Oracle Commerce User Session Mgmt. Intuitive Product Catalogue Product Check Out & Shipping Payment Gateway Direct Sales Channel Sales Oracle Social Cloud Social media monitoring Social engagement & reporting Social Collaboration via OSN Market insights & Real time Analytics Pre-built E2E Biz Processes CX Foundation for Integrated, Cross Channel, Consistent CX Industry Best Practices Efficient Operations, Lower TCO Predictive Analytics, Actionable Insights Integrations across buyer s CX journey
Oracle s CXM Sales Portfolio 15 Oracle Marketing Cloud Oracle Sales Cloud Oracle CPQ Cloud Oracle Commerce Oracle Social Cloud Aggregate marketing data Target the right customers Individualized, relevant customer experiences across channels Analyze marketing performance and gain better insight into the customer experiences Drive efficiencies via integrated communication & team selling Drive sales results via complete mobility Optimize sale performance with powerful analytics Enable sales reps & channel partners to sell more with improved crosssell and up-sell Automatically generate 100% accurate, customer friendly quotes in minutes Sell more profitably with price, discount and margin control using automated approvals Deliver personalized targeted digital experiences to all visitors Maximize the value of each customer and order, cross-sell/upsell and merchandize to all visitors Give the business team the power to easily control user experience Gain faster, deeper, more accurate insights from social Quickly deliver content to right people at right time Drive stronger customer bond by delivering proactive social customer service Drive faster growth through social customer identification and targeting
To summarize.why Oracle Cloud? 16 Compelling reasons to join Oracle Cloud Business Reduced time to market for product & service offerings with faster campaigns, promotions & offers. Real-time, flexible, anytime & anywhere information about product, inventory, pricing & customer. Easier configuration, faster pricing & quoting for complex product lines Embedded historical, real-time & predictive analytics ensures deeper insight into your business IT Faster time to implementation, fixed price, predictable delivery ensures early breakeven On cloud platform ensures fixed Opex & releases Capex for critical investments Lower running cost, automatic upgrades ensures lower TCO, faster return on investment Easier to find skill set needed to configure and support Real-time visibility to inventory, pricing, promotions, Customers Uniform, seamless & engaging customer experience across multiple channels Personalized services, offerings and recommendations Anytime, anywhere access to key information on device of its choice Partners opportunities and vice versa. Reduced response time for sales interactions, order management & tracking Faster product development, access to accurate product information Multi-channel platform with intuitive and streamlined Simplified UI & Mobile UI
17 Infosys Solution Platform for Simplifying complex Selling in High-Tech Key solution highlights Integrated solution platform (using Oracle FMW) with seamless integration for sales processes Multi channel enablement Comprehensive pre-built process libraries and E2E use cases Mobility and Outlook Enablement Integrations with ERP and Customer Masters Analytics ERP Customer Master Strong Analytics
What is Infosys Rapid Start Infosys Rapid Start offering enables Fast Track Implementations and Upgrades for Cloud based solutions 18 Fast Track Implementation Week 0 Week 1 to 6 Week 7 to 11 Fixed Scope & Low Cost Reusable Solution Scripts Rapid Start Methodology Standard Training Materials Detailed Design Templates Expertise and Best Practices Finalize Scope Define Success Criteria for the Pilot SOW sign Off Strategy & Planning Modeling & Realization Familiarization Workshops Configuration Data Migration Conference Room Pilots System Verification Training User Verification Deployment Verify & Deploy Methodology Approach Benefits On Time Fixed Time Implementations Start to Finish in 8 ~ 12 weeks On Budget Fixed Price Implementations Pure Vanilla Approach Value to Customers Lower TCO Faster ROI Rapid Implementation
Sample Infosys Prebuilt CX Use Cases 19 Functional Area Use Case Solution Business Scenario Products Leveraged Social Media Marketing New Product Introduction Ability to launch a social marketing campaign Web Commerce Unified Sales Experience Cross Channel Commerce enabled for customers to access, research, select and purchase products/services from online commerce store Customer Service Cross Channel Service Service center access and delivery across multiple channels for customers as well as service delivery personnel Social Media Marketing New Product Performance Monitor and assess product launch performance across social media channels Web Commerce Advanced Product Catalogue Dynamic web catalogue providing ease of use to select complex products. Knowledge Management Integrated KM Single view access to knowledge base for service personnel by integrating Knowledge base with call center application
20 Illustrative Use Case for a Sales Process: Leveraging Infosys platform Campaign Prospecting Sales Create & Launch digital Marketing Campaigns Qualify Leads and pass to sales team Track Campaign on Social Media - Engage users and act on feedback Build a view of customer digital body language Customer views emails / accesses online product catalog Marketing, Sales Convert Qualified Leads and Manage Opportunities Update Opportunity as Won/Lost and Raise Order in ERP Configure Products, Run Pricing Rules and Generate Quotes Sales
Strategies for simplifying and enhancing Complex Selling Focus Areas Key Strategy Levers Examples 21 Multi channel sales & Partner Commerce Offer personalized offerings and campaigns Consistent Transaction Experience across channels Seamless integration offer real-time price & inventory visibility Leverage e-commerce, Mobile commerce Rides on ecommerce platform to drive sales Product Configuration, Pricing & Quoting Real time, flexible, anywhere, anytime CPQ options for customers and sales CPQ options for bundles of (incl. products, services, software) Streamlines complex product configuration and quoting with big machines Social Marketing Leverage social media for running marketing campaigns Social media leverage for customer engagement Became smartphone of choice amongst Indian youth Market insights & real time analytics Real-time insights through analytics and Big Data Generate opportunities for up-sell & cross-sell Marketing campaigns management analytics
22 Intel rides on ecommerce to drive sales & partner engagement Partner Channels Product Development Intel s e-commerce Platform Orders Demand and inventory visibility CONTEXT CHALLENGES BENEFITS Potential Oracle Based Solution Build a robust e-commerce Platform for selection and ordering of products Faster product development through increased partner and customer collaboration Improve Cross Selling leveraging built-in recommendations Generate greater user interest and stickiness Utilize e-commerce as an enabler for channel stewardship role Consistent user experience led to increased order conversions Scalable platform rolled out to emerging market partners Faster product development Demand and inventory visibility across channels Commerce Platform to deliver personalized experiences with scale and performance Experience Manager to unify content and experience delivery Merchandising module to provide easier & intuitive access to product catalogues allowing on the fly changes
23 Ingersoll Rand streamlines Configuration and Quoting with Oracle CPQ Quote/Ord er Data Ingersoll Rand required a COMPANY OVERVIEW CHALLENGES Oracle Solution Benefits Simple, intuitive CPQ solution for its sales force selling a wide range of high quality, innovative assembly motion control, industrial lifting & material handling products Services to diverse customers Configure Complex Products Generate Quotes Web Services Lack of Knowledge on how to configure specialized products with sales team members Quote-to-order process flow was labor-intensive and time-consuming Pricing Invoicing/Orders Fulfilment ERP Quote cycle time was reduced by 75% Order accuracy improved by 100% Number of average quotes per user increased to 120 Less senior sales people and distributors are now able to generate timely and accurate quotes
How Sony became the smartphone of choice amongst Indian youth Customer Channels End User Engagement Feedback & Reviews Campaign Management System Arclight Smartphone 24 User Content Events Xperia S Xperia U COMPANY OVERVIEW CHALLENGES BENEFITS Sony wanted to launch its line of smartphones in year 2012 in India. Short product life cycle and quick incorporation of feedback Sales target met within 3 days of product launch Potential Oracle Based Solution Social Cloud for social collaboration, engagement Wanted most effective way to Drive sales Build a distinct brand identity Loyal following Stiff Competition from established brands like HTC, Samsung etc. High brand awareness but low association with smartphones Over 2M Facebook fans within 1 year Recognized among 10 most popular social media brands in India Engaged 600,000 non-fans, and added 2,000+ fans/ day Marketing Cloud for accurate segmentation, campaign management.
Philips - Marketing campaigns management analytics 25 Customer Channels Marketing System Marketing Leads CRM System Sales Opportunities COMPANY OVERVIEW CHALLENGES BENEFITS Potential Oracle Based Solution Build intelligent campaign management system capable of Storing and retrieving customer s transactional data in real time Improve business intelligence to enable targeted promotional campaigns Labor Intensive customer data updates in marketing system Campaign System was Not scalable Offered non-consolidated view of customer across touch points Marketing analytics was focusing on data collection rather than generating business insights Automated customer data updates Campaign life cycle reduced from 7-8 days to 1-2 hours Campaign volume & response improved from 50% to 300% Revenue from Marketing Operations grew by 72% for the financial year Pre-built campaign reports provided real-time insights Marketing Cloud for accurate segmentation, campaign management and marketing analytics Sales Cloud to track sales performance and incentives
Questions If you have any questions, please contact Wael Damra wdamra@avaya.com Mike Saslavsky mike.saslavsky@oracle.com Abhishek Goyal abhishek_goyal@infosys.com 26 Share your feedback on this session via Twitter Visit Infosys at booth # 1411, Moscone South
Contact Infosys 27 http://www.infosys.com/oracle-openworld http://www.twitter.com/infosysoracle http://www.youtube.com/infosystechnologies http://www.facebook.com/infosys http://linkedin.com/company/infosys http://www.slideshare.net/infosys
References 28 Delivering New Levels Of Personalization In Consumer Engagement A Forrester Consulting Thought Leadership Paper The Changing Dynamics of the Global High Tech Industry -An analysis of key segments and trends Customer Experiences that Engage and Convert An Oracle white paper 2011 Customer Experience Predictions, Forrester Research, January 2011. How Engaged Are Your Customers?- A commissioned study conducted by Forrester Consulting How Much Time Do Your Salespeople Spend Selling? SELLING POWER MAGAZINE ARTICLE www.oracle.com
29 Thank You 2013 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.
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