Fixed Scope Offering (FSO) for Oracle SRM
Agenda iapps Introduc.on Execu.ve Summary Business Objec.ves Solu.on Proposal Scope - Business Process Scope Applica.on Implementa.on Methodology Time Frames Team, Roles and Responsibili.es Value Proposi.on - Page 3 - Page 4 - Page 5 to 8 - Page 9 to 11 - Page 12 to 14 - Page 15 to 17 - Page 18 to 20 - Page 21 to 25 - Page 26 to 29 - Page 30 to 36 2
Who are we? We Are iapps - A Technology Company, focused on the next genera.on of Social, Mobile, Analy:cs and Cloud based Solu.ons and Services We Believe Nimble, Adap:ve and As- a- Service sowware solu.ons with superior Price- Performance ra.o are the future of enterprise compu.ng We Drive Value- Led and Transforma:ve solu.ons for our customers, enabling them for the future www.iappsconsul:ng.com 3
Execu:ve Summary Why to go Social? With the increasing popularity of social media plazorms such as Facebook and Twi\er and the prolifera.on of broadband internet, smart phones, and mobile applica.ons, social media usage has increased drama.cally. If businesses are to con.nue to engage meaningfully with their customers they will need to develop innova.ve ways to leverage today s compe..ve advantage social media. How to go Social? Success in social media is an amalgama:on of a robust technology plazorm with people specializing in social and empowering businesses through proven frameworks offering predic.ve and repeatable business benefits. Technology Oracle Social Rela:onship Management (SRM) is a product that has integrated the four best- in- class social rela.onship management components - social listening, social analy.cs, social engagement and social publishing - into one unified interface to give you the most complete social rela.onship management solu.on on the market. People and Frameworks The iapps Social FSO is a comprehensive solu.on aimed to enhance customer experience across all social touch points throughout the customer journey. With Proven Frameworks, Cer.fied Oracle SRM consultants, solu.on architects, implementa.on & support specialists, we offer a rapid deployment solu.on to socially enable your business 4
SRM FSO Business Objec:ves
Why Social? The Nexus of Forces S M A C Es.mated number of ac.ve social media accounts across the globe is 2.978 billion Social media accounts are growing at a rate of 12 per second Es.mated number of unique mobile users across the globe is 3.649 billion Es.mated number of ac.ve mobile social accounts is 1.685 billion 2.5 billion gigabytes (GB) - of data was generated every day in 2012 and 75% of that data is unstructured. The amount of data we have generated.ll date in human history will double in next 12 months. More than 50% of IT would be on the cloud in next 5 years 82% of businesses are repor.ng profits through cloud adop.on which much higher than on premise IT 6
Why Social? The Informed, Involved and Impa9ent Customer I always get breaking info about products without breaking a sweat I join communi.es to ask ques.ons and engage providers I follow relevant tweeters, hashtags and tweetchats I write about my product & service experience I check videos about products and providers I research business stakeholders proac.vely I checkout info about my product and providers I talk to other customers and learn from their experience Your customers are now on social and a talking about your brand, your services, your compe:tors and your en:re business ecosystem 42% of Facebook users have men.oned a brand in a status update. 39% of Twi\er users have tweeted about a brand. 75% of Shoppers use social network to make purchasing decisions. 70% of Internet users turn to the social for health- related informa.on rather than a health portal 78% of Customers trust peer endorsements versus 14% for tradi.onal adver.sing. 96% of consumers say they receive irrelevant ads messages and promo.ons. 50% customers will wait only 1 week for issue resolu.on before giving up on you I post pictures about my experience and share it with others 7
The transforma.on of informa.on gathering through SMAC and the emergence of the Informed, Involved and Impa:ent Customer have demonstrated the increased importance of social media in the broader business context. Due to this significant influence of social, business enterprises need to have policies in place for not only responding to Social Media, but to prac.ce: Proac:ve and Preventa:ve Social Media. When it comes to social media, providers should be engaged in the dialogue and even pre- emp.vely begin the dialogue to influence customers in a posi:ve manner. Why Social? The Business Impera9ves 8
SRM FSO Solu:on Proposal
Oracle SRM Crea9ng Socially Enabled Enterprises Oracle Social Rela.onship Management (SRM) is a product that helps you manage and scale your rela.onship with customers on social media channels. Oracle has integrated the four best- in- class social rela.onship management components - social listening, social analy.cs, social engagement and social publishing - into one unified interface to give you the most complete social rela.onship management solu.on on the market. You can listen to what people are saying about your brand, engage with fans and followers, create content and apps, publish to mul.ple social channels, manage workflows, and analyze results and get social campaign metrics. KEY BUSINESS FEATURES, REQUIREMENTS, AND BENEFITS Listen Advanced, LSA Technology 700+ Million Messages Daily Rou.ng & Auto- Categoriza.on Influencer Iden.fica.on Custom Topics & Indicators Global Languages & Data Publish One- click Mul.plaZorm Publishing Drag & Drop Content Crea.on Library of Content & Apps UI & Publish in 31 Languages Engage Respond in Real-.me Enterprise Rou.ng Customer Service Response Analyze Interac.ve Dashboard Dynamic Link Tracking Integrated w/ Third Party Mul.channel ROI Mul.plaZorm View Workflow & Automa:on Enterprise Resource Management Flexible Roles & Permissions Advanced Workflow Approvals 10
FSO for Oracle Social Cloud Roll out SRM in 5 days Enable business enterprises to embrace Proac:ve and Preventa:ve Social Media while leveraging Oracle Social Rela.onship Management Allow Oracle customers to roll our SRM in as less as 5 days using an industrialized framework that offers predictable and repeatable results Empower users of Oracle SRM to revive and build customer loyalty by effec.ve analysis of their social behavior, proac.ve engagement across social channels and persona driven social marke:ng Empower business enterprises to to build a strong brand recogni:on and influence their customers in a posi.ve manner while using Oracle SRM 11
SRM FSO Business Process Scope
Social Enablement Scope Typical Business Process 1. LISTEN to relevant conversa.ons for Feedback, Requests, Grievances, Ideas and Opportuni.es 2. ANALYZE social data to understand specific business indicators CUSTOMER CARE 3. DELIVER relevant INSIGHTS to business func.ons PRODUCT DEV HR Social Ecosystem MANAGEMENT Socially Enabled Enterprise LEGAL 5. PUBLISH relevant, engaging and hyper targeted marke.ng content across channels 4. ENGAGE with audience on a real.me basis with response, updates and acknowledgements SALES AND MARKETING PLANNING 13
1. LISTEN to relevant conversa.ons for Feedback, Requests, Grievances, Ideas and Opportuni.es Social Enablement Scope Typical Use Cases Connected Customer Journey 2. ANALYZE social data to understand specific business indicators Revive Customer Loyalty Predict Behavior Improve Customer Rela.ons Contextualize Recommenda.ons 5. PUBLISH relevant, engaging and hyper targeted marke.ng content across channels Social Enhance Ecosystem Customer Experience Informed Business Decisions Boost Produc:vity Strong Brand Recogni:on CUSTOMER CARE PRODUCT DEV 3. DELIVER relevant INSIGHTS to business func.ons Proac.ve Response Widen Reach HR Consumer Awareness Service at doorstep Ac.on on feedback Crisis Communica.on Internal Communica.on Socially Enabled Enterprise 4. ENGAGE with audience on a real.me basis with response, updates and acknowledgements Accelerated Innova.on Sustainable Employee Engagement SALES AND MARKETING PLANNING MANAGEMENT Note - In addi9on to the above men9oned use cases the FSO covers all industry specific and generic use cases around Social Enablement LEGAL 14
SRM FSO Applica:on Scope
Social Enablement Scope SRM Components ORACLE SOCIAL RELATIONSHIP MANAGEMENT SOCIAL ENGAGEMENT AND MONITORING SOCIAL MARKETING ENTERPRISE INTEGRATIONS ORACLE SOCIAL NETWORK LISTENING PUBLISH LEAD CREATION ELOQUA, SALES CLOUD PEOPLE CONTENT AND APPS SERVICE REQUEST RIGHT NOW CONVERSATIONS ENGAGE CAMPAIGN MAPPING ELOQUA, SALES CLOUD SOCIAL OBJECTS ANALYTICS CUSTOM AUDIENCE ELOQUA CONTENT WORKFLOW AND AUTOMATION POST PAGE INTEGRATION ELOQUA DYNAMIC LINK TRACKING ELOQUA 16
Out Of Scope Crea:ve and Content Genera:on Data Migra:on, Extrac:on and Cleansing Any 3 rd party system integra:on and Integra:on with Siebel, ATG, CRMOD and BlueKai All documenta:on, Standard Opera:ng procedures, Training manuals Single Sign On Version Upgrades Organiza:onal change management Infrastructure Setup 17
SRM FSO Implementa:on Methodology
Our Framework for Social Enablement DISCOVER DEFINE CONFIGURE SUPPORT 1. Assess the current state rela.ve to the use of social within business across owned and earned media 2. Discover the primary business objec:ves for rolling out social 3. Iden.fy the key stakeholders involved with current social media setup and those will be mapped to the new setup 1. Define a Social rollout program based on the current state assessment and business objec.ves for future 2. Define Industrialized use cases for Social Enablement 3. Define a Social Strategy specific to the business that would enable effec.ve and seamless adop.on of Social 1. Gather inputs around user defined parameters to configure Oracle SRM instance 2. Configure Oracle SEM (Social Engagement and Monitoring) Cloud Service Instance 3. Configure Oracle SM (Social Marke.ng) Cloud Service Instance 1. Train b u s i n e s s stakeholders on the Oracle SRM plazorm and its suppor.ng ecosystem 2. Establish a governance framework for effec.ve implementa.on of social strategy 3. Define parameters to measure success and support op:miza:on of social strategy based on business results 19
Our Framework for Social Enablement DISCOVER DEFINE CONFIGURE SUPPORT ASSESS CURRENT STATE Owned and Earned Channels Processes Ac.vity Content Campaigns DISCOVER BUSINESS OBJECTIVES Why Social? Understanding of Social? Expecta.ons from Social? Short and Long Term Goals Enterprise vision and mission IDENTIFY STAKEHOLDERS Execu.ve Sponsor Marke.ng Organiza.on Service Organiza.on Customers Compe.tors DEFINE ROLLOUT PLAN Channel Approach Timelines Data Integra.ons Capacity and Competencies planning Enablement Roadmap INDUSTRILIZED USE CASES Healthcare BFSI Retail FMCG Educa.on Property Governance F&B Automobile Poli.cs Airlines Lifestyle SOCIAL STRATEGY Social Listening Business Indicators Social Marke.ng Business Drivers Applica.on of Social across business SOCIAL PROPERTIES BUNDLES USERS, ROLES AND TEAMS TOPICS INDICATORS DASHBOARDS WORKFLOW CONTENT APPS USER TRAINING Workshops One on one sessions On call support Training material GOVERNANCE Departments Roles and Responsibili.es Regula.ons and Compliance MEASURE SUCCESS KPI Framework OPTIMIZE STRATEGY Advancement and Integra.on Roadmap PREDICTABLE OUTCOME - MAXIMIZED BENEFITS 20
SRM FSO Implementa:on Packages and Timeframe
Social Enablement Packages 1 Social Engagement and Monitoring Consul:ng Pack - Basic Recommended for customers who want to kick start basic social enablement 2 Social Marke:ng Consul:ng Pack - Basic Recommended for customers who want to kick start basic social enablement Roll out :me 1 week Roll out :me 1 week Inclusions: Inclusions: Sixteen (16) hours of one :me Remote consul:ng Service for: Ques.onnaire based current State Analysis Ques.onnaire based Stakeholder Iden.fica.on Sixteen (16) hour of one :me Onsite consul:ng Service for: User Training and product and func.onality guidance through one (1) four (4) hour onsite workshop Instance Configura.on ( Up to: Five (5) Users, One (1) Team, Three (3) Social Proper.es, Two (2) Bundles, Three (3) Topics, One (1) Indicator) Assistance in accessing self- directed system educa.onal materials. Sixty (60) minute conference call within 30 days of onsite workshop for follow up (technology) ques.ons Sixteen (16) hours of one :me Remote consul:ng Service for: Ques.onnaire based current State Analysis Ques.onnaire based Stakeholder Iden.fica.on Twenty Four (24) hours of one :me Onsite consul:ng Service for: User Training and product and func.onality guidance through one (1) four (4) hour onsite workshops Instance Configura.on One.me preference serng, post crea.on dynamic link tracking, workflow setup, calendar setup, app crea.on and analy.cs Assistance in accessing self- directed system educa.onal materials. Sixty (60) minute conference call within 30 days of onsite workshop for follow up (technology) ques.ons 22
Social Enablement Packages 3 Social Engagement and Monitoring Consul:ng Pack - Plus Recommended for customers who want to expand / op:mize exis:ng social setup and create a formal social framework / strategy 4 Social Marke:ng Consul:ng Pack - Plus Recommended for customers who want to expand / op:mize exis:ng social setup and create a formal social framework / strategy Roll out :me 1.5 weeks Roll out :me 1.5 weeks Inclusions: Sixteen (16) hours of one :me Remote consul:ng Service for: Ques.onnaire based current State Analysis Ques.onnaire based Stakeholder Iden.fica.on Twenty Four (24) hours of one :me Onsite consul:ng Service for: User Training and product and func.onality guidance through one (1) four (4) hour onsite workshop Instance Configura.on ( Up to: Ten (10) Users, Two (2) Teams, Four (4) Social Proper.es, Three (3) Bundles, Five (5) Topics, Two (2) Indicators) Discovery of Business objec.ves and draw a template for the social strategy through one (1) four (4) hour onsite workshop Implementa.on of 2 industrialized use cases to maximize benefits of social enablement Assistance in accessing self- directed system educa.onal materials. Two (2) Sixty (60) minute conference calls within 60 days of workshop for follow up (technology) ques.ons Inclusions: Sixteen (16) hours of one :me Remote consul:ng Service for: Ques.onnaire based current State Analysis Ques.onnaire based Stakeholder Iden.fica.on Thirty Two (32) hours of one :me Onsite consul:ng Service for: User Training and product and func.onality guidance through two (2) four (4) hour onsite workshops Instance Configura.on One.me preference serng, post crea.on dynamic link tracking, workflow setup, calendar setup, app crea.on and analy.cs Discovery of Business objec.ves and draw a template for the social strategy through one (1) four (4) hour onsite workshop Implementa.on of 2 industrialized use cases to maximize benefits of social enablement Assistance in accessing self- directed system educa.onal materials. Sixty (60) minute conference call within 30 days of onsite workshop for follow up (technology) ques.ons 23
Social Enablement Packages 5 Social Engagement and Monitoring Consul:ng Pack - Advanced Recommended for customers who want to have a well defined social strategy and a roadmap to integrate social with core business func:ons to amain maximum benefits Roll out :me 2 weeks 6 Social Marke:ng Consul:ng Pack - Advanced Recommended for customers who want to have a well defined social strategy and a roadmap to integrate social with core business func:ons to amain maximum benefits Roll out :me 2 weeks Inclusions: Sixteen (24) hours of one :me Remote consul:ng Service for: Ques.onnaire / Conference call based current State Analysis Ques.onnaire / Conference call based Stakeholder Iden.fica.on Forty (40) hours of one :me Onsite consul:ng Service for: User Training and product and func.onality guidance through one (1) four (4) hour onsite workshop Instance Configura.on ( Up to: Ten (10) Users, Two (2) Teams, Four (4) Social Proper.es, Three (3) Bundles, Five (5) Topics, Two (2) Indicators) Discovery of Business objec.ves and draw a template for the social strategy through one (1) four (4) hour onsite workshop DraW a detailed social strategy, governance and measurement framework Implementa.on of 3 industrialized use cases to maximize benefits of social enablement Assistance in accessing self- directed system educa.onal materials. Two (2) Sixty (60) minute conference calls within 60 days of workshop for follow up (technology) ques.ons and One (1) Sixty (60) minute conference calls within 60 days of workshop for follow up (business strategy) ques.ons Inclusions: Twenty Four(24) hours of one :me Remote consul:ng Service for: Ques.onnaire / Conference call based current State Analysis Ques.onnaire / Conference call based Stakeholder Iden.fica.on Forty (40) hours of one :me Onsite consul:ng Service for: User Training and product and func.onality guidance through three (3) four (4) hour onsite workshops Instance Configura.on One.me preference serng, post crea.on dynamic link tracking, workflow setup, calendar setup, app crea.on and analy.cs Discovery of Business objec.ves and draw a template for the social strategy through one (1) four (4) hour onsite workshop Implementa.on of 3 industrialized use cases to maximize benefits of social enablement Assistance in accessing self- directed system educa.onal materials. Two (2) Sixty (60) minute conference calls within 60 days of workshop for follow up (technology) ques.ons and One (1) Sixty (60) minute conference calls within 60 days of workshop for follow up (business strategy) ques.ons 24
Timeframe across packages Week 1 Week 2 BASIC PLUS ADVANCED Degree of business benefit 25
SRM FSO Project Team, Roles and Responsibili:es
iapps Project Team Delivery Head Accountable for : 1. Customer Sa.sfac.on 2. Project Budget 3. Project Schedule Solu:on Architect Accountable for : 1. Serng up social strategy 2. Serng up implementa.on strategy 3. Driving ROI for the customer SRM Consultant Accountable for : 1. Instance Configura.on 2. User Training 3. Post Implementa.on Support 27
Client Responsibili:es Provision the Oracle Social Cloud environment prior to project start Allocate a project manager to lead client staff s efforts Assign experienced and empowered business and IT users to work closely with iapps consultants Perform certain project tasks according to project plan such as Provide.me access to data in format specified by iapps Provide.mely support around query resolu.on and data valida.on Provide inputs to assessment ques.onnaires and func.onal requirements Par.cipate in onsite workshops Par.cipate in user training sessions A\end remote consul.ng sessions Allow facility access to the iapps consultants during the course of the project Provision workspace and network access (limited to the project scope) to iapps consultants during the course of the project Provide.mely sign offs upon comple.on of milestones 28
General Assump:ons Configura.on will be done for the standard system. No customiza.on or modifica.ons to any non- SRM components is included. Standard business flows and product features will serve as the base for the implementa.on. Implementa.on is based on the Cloud deployment, hosted by Oracle on a SaaS model. iapps will not be responsible for any latency, system performance issues, defects, bugs, or faults in the Oracle product around the cloud services provisioned by Oracle The scope assump.on is for one country and one language (English) The project would be executed in an onsite- offshore model Maximum of 1 business Units will be considered for implementa.on All communica.ons, documenta.ons, deliverables would be provided in English language All training during the course of implementa.on shall happen in Train the trainer format Any training will have a maximum of 5 par.cipants from the customer Visual assets (logos and graphics), HTML, CSS elements will be provided by customer. Anything not explicitly listed in the scope is deemed to be out of scope and hence not included. 29
SRM FSO Value Proposi:on
We help you to experience and embrace Integrated CX Social Marke:ng Social Monitoring Social Listening Social Engagement Social Marke:ng - > Social Customer Service <- > Social Collabora:on Email Marke:ng Content Marke:ng Marke:ng Analysis Lead lifecycle Management <- > Web Customer Portal Chat Service Email Service Mobile Service Service Analysis Sales Automa:on Partner Rela:onship Management Sales Performance Management 31
We help define the roadmap for you to be Future Ready 3 4 2 1 iapps - PROPRIETARY AND CONFIDENTIAL 32
Social Enablement Framework Value Proposi:on 1 True Tailor Enterprise Content Social Social is much more than a marke.ng tool. In this age of SMAC, business func.ons such as sales, commerce, service, human resource management and marke.ng are being driven by Social. iapps social enablement framework allows you to become a complete socially enabled enterprise by helping you define and rollout a social strategy that integrates your business processes with social. 2 Industrialized Approach iapps Social FSO gives you access to social enablement use cases that are tailor made as per your industry and help you maximize the benefits of social Healthcare Pa.ent Awareness, Consumer Insight, Medical Tourism, Healthcare campaigns etc. Banking Customer Educa.on, Social CRM, Customer Acquisi.on, Compe..ve Benchmarking etc. Retail & Commerce Sales Amplifica.on, Crowdsourcing product innova.on, Customer service etc. Travel and Transport, F&B, FMCG, Auto, Property and many more 33
Social Enablement Framework Value Proposi:on 3 4 Predictable, Tailor Repeatable Content Benefits iapps does social implementa.on using a comprehensive and mature framework that has been defined based on years of experience Our process frameworks are supported by a set of advanced innova.ve tools and templates that allow standardized management of each implementa.on area. The framework is dynamic and robust enough to be tailored as per the specific needs of each customer and s.ll provide predictable and repeatable results Guided Progression In the social age survival of businesses will depend upon their adop.on of Social Marke.ng, Social Engagement, Social Service, Social Sales and Social Commerce Only Oracle provides integrated cloud based offerings for each of these areas iapps leverages its Oracle rela.onship, competency and experience to define a tailor made roadmap to help you seamlessly integrate business func.ons with social 34
iapps Social FSO Go Social in 5 days Deeper Listening Advanced, LSA Technology 700+ Million Messages Daily Rou.ng & Auto- Categoriza.on Influencer Iden.fica.on Custom Topics & Indicators Global Languages & Data Analyze, Engage and Publish Respond in real.me Enterprise Rou.ng Interac.ve Dashboard Dynamic Link Tracking Mul.plaZorm publishing UI and publish in 31 languages Specialized Fast Track Implementa:on Proven frameworks Fast track setup, configura.on and deployment Predictable and Repeatable Results Best Prac.ces and Specialized Consultants Industrialized Approach Well defined scope, deliverables, roles, responsibili.es and.melines Lowest Implementa.on Cost Minimized Risk Faster ROI Social everywhere: Social Marke.ng Social CRM Social Sales Social Commerce Social Customer Service Social Customer Educa.on 35
iapps Social FSO Requirement Tractability Matrix iapps Oracle Social FSO Key SociaEnablement Requirements for Businesses iapps People and Process Oracle s Social PlaZorm DraW social media policy & strategy and its implementa.on Establish social prac.ce and framework encompassing governance and compliance Assess the current brand posi.on & draw futuris.c engagement plan Posi.on social as digital front end for customer aquis.ion Listen on social media about the brand, products & services and provide feedback Drive effec.ve customer engagement, customer care services and customer awareness programs on social Posi.on the brand in Social Media and Brand Promo.on Work out ROI of Social Enablement 36
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