SERVE YOUR CUSTOMERS ANYWHERE
MULTI-CHANNEL SERVICE
See what our customers have achieved with the Oracle Service Solution.
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
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.
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.
Evolution1
Enabling Evolution1 to Deliver Superior
Customer Care across Multiple Business Units
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 80 - 90 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.
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the full story
“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
“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
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 email 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, email, 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.
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the full story
“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
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.
New Zealand Post Group
Developing a single view of customer interactions
to provide a superior customer experience
“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 email 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.
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the full story
“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
The results
• Increased efficiency: Managed a 10x growth in business without having to increase support headcount, and saw a 30% reduction in email 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.
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.
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ResortCom agents can now handle over $500 million
in customer transactions every year and consistently
maintain a CSAT score of 88 percent or above.
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.
BT Retail
Upgrading CRM systems for a Unified Approach
Upgrading customer service solutions quickly and efficiently
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.
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the full story
“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
“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
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.
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the full story
CITRIX SYSTEMS, INC.
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 email 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.
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.
Conclusion
Oracle Service: Comprehensive, Personalized
Customer Service Solutions
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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.
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