Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | Oracle Customer Experience Cloud For Midsize Transforming the way you do business Last Updated: August 2015
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. |
Oracle Customer ExperienceCloud For MidsizeTransforming the way you do business
Last Updated: August 2015
Copyright © 2015, Oracle and/or its affiliates. All rights reserved. | 2
Safe Harbor StatementThe 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 commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.
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You are part of an Engine of Economic Growth
The Middle Market is the great unheralded driver of the economy. These businesses, with anywhere from $10 million to $1 billion in revenue, employ 48 million people in the U.S. and contribute about a third of the nation’s GDP.”
- GE Capital Corporate Finance
Representing 3% of all US companies
More than $10 TRILLION in
annual revenue
ONE THIRD of all U.S. jobs
The U.S. Middle Market would be, by itself, the FOURTH LARGEST economy in the world, just behind Japan.
Sources: GE Capital, Financing Challenges and Opportunities in the Middle Market.
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Customer Experience can help you Differentiate
CX LEADERS Have a category leading brand1
Are loyalty leaders in their market1
Grow faster than their competitors1
27% of all large companies in 2010 were still Midsize firms in 20052
Save revenue with lower churn3
Are sustainably profitable
Sources: 1. Bain, The five disciplines of customer experience leaders 2015 2. Ohio State University and GE Capital, The Market that Moves America
3. Forrester, The Business Impact of Customer Experience 2014
CX LAGGARDS Grow much slower than their competitors1
Are putting significant revenue at risk2
Have a high cost-to-serve Have issues with existing customers
switching brands to competitors3
Have limited insight when making strategic business decisions
Have issues with profitability1
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Sources: Bain, The five disciplines of customer experience leaders 2015
Competitive Advantage is Vital to Midsize Companies
Companies that excel at customer experience grow revenues 4 to 8% above the market.1
A superior customer experience earns stronger loyalty, turning customers into promoters with a lifetime value 6 to 14 times that of detractors.1
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But Key Challenges in Midsize will get in your way
3. ConsistencySiloed business functions make it difficult to ensure each interaction is a continuation of the one before
2. RelevanceThere is limited bandwidth to understand each customer preference and personalize engagements
1. CoverageIt’s difficult competing with large enterprises and covering the total addressable market
6. Decision MakingLack of intelligence means important decisions are being made based on intuition and gut feel
5. ResourceLimited resources are making it difficult to deliver the level of service your customer demands
4. PresenceCustomers expect to do business over whichever channel is convenient to them at the time
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ENGAGE WITH RELEVANCEAttract and nurture with Modern Marketing. Build relationships and sell smarter with Modern Sales. Support anytime, anywhere with Modern Service.
COMPETE WITH INTELLIGENCEReal-time insight embedded into Marketing, Sales and Service to make well informed, strategic decisions and outperform the competition.
GROW WITH CONFIDENCEIntegrated Marketing, Sales and Service on a secure platform that will scale as your business grows.
Oracle Customer Experience Cloud for Midsize
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Modern Approaches to Transform your Business
KEY CHALLENGE
COVERAGE
RELEVANCE
CONSISTENCY
CHANNEL PRESENCE
LIMITED RESOURCES AND HIGH COST TO SERVE
DECISIONS MADE WITHOUT INTELLIGENCE
MODERN APPROACHES
MODERN MARKETING deliver automated yet personalized customer engagements at scale
MODERN SALES ramp up sales reps to full productivity with repeatability and compliance
MODERN SERVICE empower customers to self-serve across channels and agents to manage timely resolution
COMPLETE SUITE integrate business functions and embed intelligence
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Empower Business TransformationSingle suite approach empowers business transformation
Marketing, Sales and Service with a unified customer record and set of processes
Deliver engaging, relevant and profitable experiences to end customers, and drive competitive advantage
LEVEL 3 - CX TRANSFORMATION Complete CX Suite Beyond automation to
business transformation System of record for all
customer interactions Integrated Marketing,
Sales and Service to drive personalized nurturing, profitable engagements and proactive service resolution
Embedded intelligence to make well informed decisions across every area of business
Deliver best possible experiences to end customer and drive competitive advantage
LEVEL 2 - CRM Automate whole business function Sales, Marketing and Service solutions Basic integration between functions
LEVEL 1 – CONTACT MANAGEMENT Basic Customer Information Isolated process automation Front-end legacy systems
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Complete CX for Midsize
MULTIPLE DEVICE
SOCIAL NETWORK
ANALYTIC KPIs AND DASHBOARDS
INTEGRATIONSAPPLICATIONS EXTENSIBILITY
ORACLE CUSTOMER EXPERIENCE CLOUD FOR MIDSIZE
ORACLE MARKETING CLOUD ORACLE SALES & CPQ CLOUD ORACLE SERVICE CLOUD
WEB
MOBILE SOCIAL
CONTACT CENTER
DIRECT
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Modern MarketingPlan and execute automated, yet personalized, marketing campaigns at scale.
“The CMO’s role is shifting to encompass every interaction a customer has with a brand. Marketers must go beyond product transactions to build a relationship.”
- Forrester
Target Segment: Get a clear picture of prospects so you can target your campaigns with highly personalized content.
Engage and Nurture across Channels: Nurture at scale across all channels including email, web, display search, video advertising, and mobile.
Track Performance: Real time insight into marketing campaign impact on qualified sales leads, pipeline, and ROI.
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Modern Sales Reduce the time it takes to ramp up new reps to full productivity and provide highly qualified leads to engage. Use Sales Intelligence to take the intuition out of strategic decisions.
“Now we can have fact based discussions – where is this deal, where is this customer, do we want to invest more of our precious sales and technology resources on this deal.”
- Elavon
Sales Productivity: Introduce a structured selling process, integrating all customer touchpoints, helping new reps ramp up quickly and hit their quota.
Pipeline Generation: Pass sales highly nurtured leads at the point they need to engage. Provide sales with the tools to self prospect and understand exactly where they are in their buying journey.
Sales Intelligence: Truly understanding every aspect of the business and make important decisions based on intelligence rather than intuition.
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Modern CPQGrow faster at scale by driving a more repeatable and compliant sales organization.
“If all members of the sales team follow a proven, predictable sales process – with appropriate allowances for individual selling styles – it’s much easier to scale your sales team more quickly, efficiently and successfully”
- RedRover
Sales Productivity: Offer the Right Solutions to the Right Customers. Work Smarter and Respond Faster.
Margin Protection & Profitability: Close Bigger Deals with Higher Margins. Empower your Teams across Channels.
Repeatable and Compliant: Eliminate waste and maximize margins by ensuring 100% accuracy across all quotes and orders.
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Modern ServiceDevelop lasting, profitable relationships with unified web, social, and contact center experiences.
“Oracle provides a complete, well-automated environment for getting customers the information they need, when they need…while providing the rich insight we need to ensure our business decisions are truly customer-driven.”
- iRobot
Customer Self Service: Empower customers to easily self-solve their issues anywhere with Web Self Service, Mobile, Email and Live Chat.
Knowledge Everywhere: Deliver the right answers every time with contextual knowledge.
Cross-Channel Contact Center: Manage timely resolution of incidents across all your channels with an agent unified desktop.
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Modern customer journey
A sales rep contacts Alison with full context of her online history and product of interest.
Alison runs a small business and is looking for a hosting provider. She searches online.
Following a promotional ad, she finds herself on a website where she signs up for a whitepaper.
After an engaging call, she agrees to purchase. A quote is configured and sent to Alison, which she signs electronically.
Alison’s details are added to a nurturing campaign and she is sent an invite to a webinar.
4 months on and Alison requires additional storage. She uses the self service portal to find out her options.
She attends the webinar and exceeds the lead scoring threshold. She is pushed to sales.
The question prompts an automatic promotional email to be sent to Alison and an immediate call from her sales rep. She buys the additional storage.
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Drive a more connected and personalized experience
MARKETING
SALES
CONFIGURE, PRICE & QUOTE
SERVICE
UPSELL
Click thru
Lead Scoring
Digital Body Language
Nurturing
Order Information
Service Request
Asset Information
Promotion
Research
New Prospect
New Customer
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Oracle CX for Midsize Customers
Increase net new revenue through targeted marketing and sales while servicing existing customers for repeat business. Increase TH March share of voice in social media.
Oracle Marketing Cloud Oracle Sales Cloud Oracle Service Cloud
Increase sales velocity through process standardization and increased awareness of all customer interactions resulting in more in-depth conversations with the customer.
Oracle Marketing Cloud Oracle Sales Cloud Oracle Data Cloud
Improved collaboration and coaching between Sales Management and Sales Reps by focusing on planned and completed customer activities.
Oracle Marketing Cloud Oracle Sales Cloud Oracle JD Edwards
Consistent sales processes and improved reporting supporting business strategy. Increased user adoption through mobile access and improved data quality and visibility across the platform.
Oracle Marketing Cloud Oracle Sales Cloud Oracle EBS
Increased revenue and margin. Gained management insight into customers, pipeline and opportunities. Improved customer experience.
Oracle Sales Cloud Oracle Service Cloud Oracle EBS
Increased sales, improved sales effectiveness, and increase lead to opportunity rates. Improve pricing consistency. Increase sales adoption and productivity with mobile and easy to use UI.
Oracle Sales Cloud Oracle CPQ Cloud Oracle JD Edwards
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Company Overview
Experienced in meeting the insurance needs of retailers, designers, manufacturers, makers, collectors, repairers and wearers, who are all part of the UK’s diverse and vibrant jewelry scene.
100+ employees across the UK, 40 sales reps.
Goal to capture a new market and prepare for the future of selling to consumers.
HQ: London, UK
Industry: Insurance
No single customer view Poor manual process to run
campaigns Market has changed – millennials
want mobile/internet Difficult to identify appropriate
cross sell products Silos of sales processes Very impersonal business No social skills with Facebook,
Twitter, and LinkedIn and losing opportunity
The entire business has visibility of customers, their journey and when to cross sell
Social media listening to the competition has tweaked real-time campaign ideas
Marketing can deliver tangible ROI to the business
Field and inside sales run their own campaigns without the need for marketing
Increase net new revenue through targeted marketing and sales while servicing existing customers for repeat business.
Improve customer retention and recurring revenue
Increase share of voice in social New partner channel to
contribute to revenue. Payback in 16 months as $850k
based on a conservative 1% increase across 5 campaigns
18
Challenge Anticipated ResultsBenefits
SERVICECLOUD
MARKETINGCLOUD
SALESCLOUD
BACKOFFICE
T.H. MarchIncrease sales revenue generation with systematic sales processes
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Why Oracle?Only vendor to connect all customer touchpoints across Marketing, Sales, CPQ and Service to drive significant business results and enable business transformation
Market-leading cloud solutions across Marketing, Sales, CPQ and Service
Cross CX Analytics provide accurate intelligence across all customer facing touchpoints
Simple and flexible pricing to support the growing needs of a midsize business
Provisioning handled across all capabilities allowing the platform to scale with growth
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Standard Commercial Model From $100/user/function
MARKETING SALES CPQ SERVICE
Campaign Management Contact Management Nurturing and Scoring Marketing Effectiveness CRM Integration Integration API Engage (option)3
Customer Profiler (option)3
Core Sales Force Automation (SFA)1
Oracle Sales Cloud Mobile App Sales Analytics Forecasting Sales Catalog Oracle Social Network Territories Customer Data Management Configuration and Customization
Toolset2
Campaigns (option)3
Oracle Mobilytics (option)3
Incentive Compensation (option)3
Searchable Product Catalog Configurable Products List and Customer-Specific Pricing Discounting Extensible Scripting and Data
Structures Output Document Generation
Multichannel Incident (Case) and Service Contract Management
Email Management Cloud Service App Builder Experience Designer Analytics Dynamic Agent Desktop including
contextual workspaces, opportunity tracking and mobile agent app
Knowledge Enhanced Cloud Platform Chat (option)3
Additional Tier 1 (Customer Portal) sessions (option)3
Additional Emails Sent (option)3
1. Core Sales Force Automation includes accounts, contacts, leads, opportunities, and activities.2. The Configuration and Customization Toolset includes 1 user license for every 20 licensed Oracle Sales Cloud users.3. Options are at additional cost.
INTEGRATION CLOUD SERVICE AVAILABLE
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Clear Path to Success
How much this will cost
When it will go-live
Exactly what you get
Simple Pricing
Clear Timelines
Defined Business Outcomes
YOU WANT TO KNOW… IMPLEMENTATION PACKS PROVIDE…
ORACLE CONSULTING provide a set of implementation packs for midsize organizations that deliver tangible outcomes across business functions.
The packs provide certainty of cost, the flexibility to prioritize functions, and are closely aligned to the software product; enabling you to truly transform the way you do business.
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Don’t wait for the Competition…
See what’s possible with Oracle CX for Midsize.
Take a deeper dive into our solutionwith a personal demo.