Transform the Customer Experience in Retail Energy Across All Channels

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Transform the Customer

Experience in Retail Energy

Across All Channels

Bruno Gapo

Utilities Industry Director – Oracle

Eric-Thierry Martin

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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

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Session Topics

The Customer Imperative

How to Enable Great Customer Experiences?

Oracle CX Solution for Utilities

‘Complete

CX

’ Proof of Concept Examples

1

2

3

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social

mobile

y-gen

self discovery

buying

learning

targets

choice

value

expectation

information

Your Customer has

CHANGED

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Customers Take Control

86%

Does This Apply to Utilities?

of consumers will pay more for a

better customer experience

1%

of consumers feel their expectations

for a good experience are met

89%

of consumers switched to a

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Additional Forces in Play for Utilities

17%

of Utilities consider they are

prepared for Big Data

20%

are giving themselves a A+ for

giving information to people who

need it

Only

the brand

Source: : Oracle Study 2013 – “Utilities and Big Data:

Accelerating the Drive to Value”



_{Affordable Micro Generation & Storage}



_{Energy Efficiency and Control}

More Customer Choices



_{Revenue Erosion}



_{Price Volatility}

Business Model Challenge



_{Smart Metering}



_{Connected Home, Devices, Communities}

Harnessing Big Data

$

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Statistics indicate there is progress to be made

of execs say customer

experience is critical

to their business advantage

are just getting started with a

customer experience initiative

consider their customer experience

initiative to be advanced

97%

39%

20%

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Perception Chasm

49%

of CEOs think customers

will switch due to CX

89%

of customers have switched

to a competitor precisely

because of poor CX

43%

of customers have had

a consistent positive

experience with the brand

But only

80%

of CEOs believe they

give good CX

the brand

Source: “Global Insights on Succeeding in the Customer Experience Era,” Oracle,

(2013, )from market research survey of 1,300 global senior execs

in North America,

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GREAT CUSTOMER EXPERIENCE

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So many

applications…

Everything

On the Cloud?

How about

integrated

processes?

Are my existing

solutions obsolete?

Is this really

configurable to my

needs?

Can I enhance

what I have?

Where do I

start?

How much

benefits will I

achieve?

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Taking Steps toward the Customer Advocacy shift

More than a technology decision

Outside In

• Excel at individual interactions

• Provide excellent connected journeys and customer intimacy

• Make it easy, personable to do business with your company

Inside Out

• Connect cross-functional processes, BI, Customer 360

• Institute cultural change around customer obsession

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“You’ve got to start with the customer

experience and work backwards to the

technology. It starts with what incredible

benefits can we give to the customer.

Where can we take the customer?”

– Steve Jobs, CEO, Apple Inc.

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“Customer experience is the sum of all

interactions a customer has with a supplier of

goods or services, over the duration of their

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The Customer Journey

Connecting Every Interaction Your Customer Has With Your Brand

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Imagine your customer’s journey…

Keep me informed of new

products, Send me information

Deliver products and

_{services flawlessly}

Send me timely and

relevant offers &

rewards while I am

using the service

Let me manage my

services where and

when I want

Listen my feedback

Keep the contract process

simple

2

3 Understand what I’ve

researched, my usage

pattern and service history

Give me the best offer

addressing my needs/budget

4

5

8

7

1

Pr o ce ss M gm t & Ch an n e l Co ord in at io n Ch an n e l In te ra ct io n s B ill in g/ R eve n u e M an ag e m e n t

Imagine your customer’s journey…

Keep me informed of new

products, Send me information

Deliver products and

_{services flawlessly}

Send me timely and

relevant offers &

rewards while I am

using the service

Let me manage my

services where and

when I want

Listen my feedback

Keep the contract process

simple

2

3 Understand what I’ve

researched, my usage

pattern and service history

Give me the best offer

addressing my needs/budget

4

5

8

7

1

Pr o ce ss M gm t & Ch an n e l Co ord in at io n Ch an n e l In te ra ct io n s B ill in g/ R eve n u e M an ag e m e n t Mobile Self Service Service Sales Commerce

Partner Social Call Center Retail

Rating – Invoicing Energy Pricing Billing Pricing Engine Customer Data Mgmt. Enterprise Product Catalog Product Hub Financials ERP Web Marketing

Order Mgmt – Service – Knowledge Mgmt - Decisioning Industry Process Enablers Customer Hub

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GREAT CUSTOMER EXPERIENCE

On the Cloud

HOW ORACLE ENABLES

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Complete

Modern Marketing, Selling,

Commerce, Service, Social apps

that empower the customer

Tailored for Industries

Best Practices for

Competitive

Advantage and lower

TCO

Insightful and Extensible

1

3

2

4 Drive greater business value

deliver pre-built business

processes across silos

Modern

Empowered

Customer

Cross-Channel

Extend solution, use

Dynamic CX profile and

Integrate to the Enterprise

Oracle Customer Experience

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Social

• Social Insights

• Personalized Interaction

• Social Service

• Revenue Growth

Complete

Broadest solution capabilities to support your customers’ journey

Service

• Customer Engagement

• Agent Empowerment

• Agile Customer Service

Commerce

• Dynamic experience

• Scalable

• Business -friendly

Sales

• Easy and Adaptable Selling

• Customer Insight

• Mobility and Productive Selling

• Collaborative Selling

• Pipeline Building

Marketing

• Social Marketing

• Modern Marketing Content

• B2B and B2C Lead Generation

• Customer/Prospect Profile

Sales

Service

Marketing

Social

CPQ

Commerce

CPQ

• Sell more with effective cross-sell /upsell.

• Sell faster

• Sell profitably

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Cloud CX Investment and Acquisitions

Oracle Commerce

Oracle Sales

Oracle Social

Oracle Marketing

Oracle Service

*

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One Experience

Cross Channel

We integrate the cross-channel journey that your customers experience

Sales

Service

Marketing

Social

CPQ

Commerce

Powerful Integration to create Customer Intimacy

Example integrations



Marketing/Sales Cloud



Services/Social Cloud



Commerce/Social Cloud



Social/Marketing Cloud

Unique value of CX integrations



Higher sales revenue



Greater customer retention/loyalty



Reduced time to market and results



Lower cost and improved value of using unified suite

Delivered and planned Integrations



Over 37 cross-channel integrations developed



11+ cross-channel integrations planned for FY15



Integrations to 120+ Application Marketplace partners

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Integrations and Roadmap

Key Highlights

Sales Cloud

Commerce

CPQ

Service Cloud

Marketing

Cloud

Social Network

Social

Marketing

Social

Engage & Mon.

Sales Cloud

Commerce

_CPQ

Service Cloud

Marketing

_Cloud

_Network

Social

_Marketing

Social

_{Eng. & Mon.}

Social

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Leverage CX platform for Competitive Advantage

Dynamic CX profile



Preconfigured CX profile covers:



Ability to extend or build your own

Ability to Extend CX applications and Build Your Own



Compose UI and data structures in Fusion; extend with

Oracle or other PaaS providers.



Leverage Groovy and Java for custom applications

Ease of Leveraging Investments made in Enterprise



Integrate on-premise with cloud applications to efficiently

automate key business processes

Powerful Business Intelligence across Customer Journey



Analytics included with CX applications or consolidate with

Oracle Analytics Cloud (coming soon)

Insightful and Extensible

Know your Customers; Integrate and Extend your CX platform

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Extensible

Cloud Adapters

Custom

SERVICE VIRTUALIZATION & MEDIATION

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Tailored for Industries (Utilities)

Industry Solution /Reference Architectures /Blueprints

to Accelerate Adoption & Time to Value

Pre-built with best practices for your business needs

Industry Blueprint

• Industry best practices Reference Processes for Utilities – Roadmap

Accelerated Customer Deployment

• Superior ability for Consulting partners to speed deployment

through Reference Integrations:

–

Industry Solution Accelerators for Retail and Regulated

Utilities – Available & Ongoing

–

Subscription Contract Renewals for Utilities and

Telecommunication – Available

Solution Verticalization

• CPQ Cloud Asset Based Ordering for Utilities Subscription

Management – Roadmap

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Oracle’s Cloud Leadership

21,500,000+

End Cloud Users

Cloud Customers In

34 Languages

Cloud Customers in

180+

Countries

10,000+

Cloud

Enterprise Customers

2,100+

Cloud

CX Customers

(All Industries)

Utilities:

• Energy Retail

• Regulated Distribution

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GREAT CUSTOMER EXPERIENCE

On Premise & Hybrid

HOW ORACLE ENABLES

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Progressive Transformation to the Cloud

Contact to Lead

Lead to

Opportunity

Opportunity to

Quote

Customer Inquiry

Resolution

Subscription Life

Cycle Mgmt

Pr o ce ss M gm t & C h an n e l Coo rd in ati on Ch an n e l In te rac tion s B ill in g/ R e ve n u e M an ag e m e n t Mobile

Self Service

Service

Sales

Commerce

Partner Social Call Center Retail

Rating – Invoicing

Energy Pricing

Billing Pricing Engine

Customer

Data Mgmt.

Enterprise

Product

Catalog

Product Hub

Financials

ERP Web

Marketing

Order Mgmt – Service – Knowledge Mgmt - Decisioning

Industry Process Enablers Customer Hub

Field Inquiry

Resolution

CX Processes

CX Delivery

In

te

gr

at

e

d

So

lu

tio

n

s

Clou

d

/On

Pr

e

mise

/Hyb

rid

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Foundational Tools

Oracle Cloud

Infrastructure and

Platform Services

Oracle Integration and

BPM/SOA Tools

Oracle Mobile, Portal and

Content Tools

Siebel CRM for Utilities

Siebel Universal

Customer Master,

Siebel Analytics and RTD

Oracle

Marketing

Oracle

Commerce

Oracle

Sales

Oracle Service

Oracle Social

Customer Choices for Retail Utilities

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Current

Siebel + CX Integrations

Oracle CX Solutions

Integration Description

Oracle Social

Social Campaigns for Siebel Marketing

Social Monitoring/Engagement for Siebel Service

Oracle Real-Time Scheduling

Advanced Scheduling for Siebel Field Sales/Service

Oracle Commerce

Web Commerce for Siebel Order Management

Oracle Knowledge

Contextual Knowledge for Siebel Contact Center

and Service

Oracle Policy Automation

Policy Automation for Siebel Service

Oracle Sales

Account Management for Siebel Sales

Oracle Utilities Customer Care and

Billing

Customer and Product Data Synchronization for

Order-to-Cash

Oracle Real-Time Decisions

Intelligent Offer Generation for Siebel Marketing

Oracle Distributed Order

Orchestration

Orchestrating Demand Capture for Siebel

Commerce

Oracle CX Solutions

Integration Description

Oracle Marketing

Cross channel marketing with Siebel Campaigns

Oracle Social Network

Social Collaboration for Siebel CRM

Oracle Commerce/ATG

Cross Channel OM for Web Commerce (Industry) &

Loyalty for Web Commerce

Oracle Commerce/Endeca

Siebel Commerce with Product Search

Web Center Sites

Personalized Marketing Content Delivery for Siebel

Oracle Service/RightNow

Customer Self-Service for Siebel Service &

Enhanced Online Billing (E-Billing) for Oracle Service

Oracle Real Time Decisions

Next Best Action and Recommendations for Siebel

Oracle Sales

Sales Productivity and Sales Performance

Management for Siebel Sales

Click to Call / Chat

Integrated Click to Call / Chat for Siebel (Partners)

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Oracle Applications: Current Release and Roadmap

Restricted to event use only. 31

Siebel CRM

Customer Experience

• New customer self-service and PRM applications that deliver a more modern and intuitive user experience

• New complete cross-channel commerce capabilities for a consistent and enhanced customer experience

• New mobile applications framework for both

connected/disconnected modes for Sales and Service

Industry Innovation

• New Telco subscription management user experience for Communications that increases customer satisfaction

• New embedded billing insight/analytics and multi-site ordering for service companies including Utilities

• Improved citizen experience and case processing for Public Sector

• New function space diary for Hospitality

• New Life Sciences and Field Service mobile solutions

Increased Agility

• Enhanced personalization and ability to change look and feel of applications by business users

• Improved application life cycle management – ease of development (IRM), deployment and diagnostics

• Streamlined installation and patching with a simple wizard based solution

• New persona driven UI based on roles to enhance usability and improve productivity for multiple browsers and devices

• New applications that promote intelligent cross-channel customer interactions through Next Best Action framework

• New Contact Center UI for cross-channel Service (Sales, Service, Social, Chat). A more engaging user experience for reps and agents for all types of Contact Centers

• Life Sciences mobile application focusing on the daily role of a Pharma rep with enhanced content delivery

• Clinical solutions with Risk-Based Monitoring for Trip Report

• New Financial Services mobile application that improves Sales effectiveness with Needs Analysis

• New Public Sector customer self-service portal with screening for services, knowledge management and social engagement, also enabled for mobile devices.

• New process for Telco, doubling order capture efficiency

• Responsive Web Design that allows users to create views once and deploy across desktops and mobile devices

• Annual innovation packs and prescriptive, incremental, monthly patching process providing innovation, stability and recommended solutions for your business

• Cloud integrations with Marketing, Sales, Service and Social

• Enable Sales and Service to collaborate improving customer experience while providing engagement transparency

• Call Center stability with the agility of Cloud Knowledge, Self-Service and Chat for memorable customer experiences

• Present digital corporate assets interactively using eDetailing with session, response tracking and reporting

• Enhanced search experience, intuitive catalog search and visualization of options/results for quicker search analysis

• Enhanced Public Sector portal for cross-channel with online applications and eligibility determination

• New Telco app to increase productivity in the Contact Center. Dynamic Bundling to simplify deal configuration

• New Retail Execution application supporting call-to-order-to-cash for Consumer Goods including Direct Store Delivery Support for Disconnected Mobile Users

• New Open Interface framework for cloud integrations

• Agile Siebel Configuration & Deployment with business user driven application configuration

• Leverage the power of in-memory database for improved real-time performance with ad-hoc queries

• Embedded EDQ and Data Governance Management Reporting for improved master data management