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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

(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.

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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

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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.

Read

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

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“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

(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 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.

Read

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

(8)

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

(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 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.

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

(11)

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.

Read

the full story

ResortCom agents can now handle over $500 million

in customer transactions every year and consistently

maintain a CSAT score of 88 percent or above.

(12)

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

(13)

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

“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

(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

(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.

Read

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.

(16)

Conclusion

Oracle Service: Comprehensive, Personalized

Customer Service Solutions

(17)

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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.

Stay Connected

(18)

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