Modern Customer Experience Event PPT Template€¦ · July16 – Sept16 11.5K 75% ... Increased Answer create and update efficiency ... Corproate Presentation Template Created Date:

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Contact Center Showcase With Booker Software, Brother International and GE Appliances

Susie Boyer Director, Product Management Oracle Service Cloud April 26, 2017

Confidential – Oracle Internal/Restricted/Highly Restricted


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 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.

Confidential – Oracle Internal/Restricted/Highly Restricted 3


• Jeff Campbell – IT CRM Program Manager

GE Appliances


• Brian Raboin – VP of Customer Experience

– Booker Software

• Jess Campbell – Project Coordinator

Brother International

Booker Oracle Service Cloud Transition

6

Who is Booker?

SaaS

For Local

Services

Business

77%

Merchant

Locations

58m

Total

Appointments

70%

Total

Transactions

10K $3.3b

Vision

To Make Running

and Growing a Small

Business Easier

What we aim to achieve

Half of SMBs survive at least 5 years, a third at least

10 years and a quarter stay in business 15 years or more.

What was the problem?

“How-To”

cases

77%

Cases per

month

2.8

Cases per

Customer per

month

70%

3mos NPS

July16 – Sept16

11.5K -25.4 75%

Why Oracle Service Cloud

AAQ

To Solve “How-

To” cases

77%

Best in Class

Reporting

Portal

Customer

Visibility

70%

True Omni-

Channel

#’s five9s

D 77% M 70% E O

Results

Deflection Rate

77%

Cases per

month

24% reduction

2.3

Cases per

Customer per

month

18% reduction

70%

3mos NPS

Dec16 – Feb17

8.7K -4.2 10%

Results

10%

Deflection Rate

77% 70% 3mos NPS

Dec16 – Feb17

-4.2

77%

February 2017

NPS

2.0% + 2.0%

Next

14


Corporation

Jessica Campbell

Modern Customer Experience

Contact Center Showcase

Brother International Corporation

OSvC Deployment

Currently using Oracle® Service Cloud version May 16

Live deployment September 2015

1 instance, with 3 interfaces in the US and CA

Over 600 users, including 494 agents and support

specialists

Integrated with SAP®, our system of record for customer

master data

Voice, Chat, Email (AAQ and Techmail), Knowledge

Foundation, Social

OSvC Objectives

360゜View of the Customer

Cross-channel

Cross-platform (other Brother websites, orders, marketing preferences)

Voice of the Customer (VOC)

Improved Self-Service Offerings

Content Creation Capacity

Answer Feedback

Search Engine Optimization (SEO)

Business Efficiency

Process Improvements

More Consolidated Logging and Support Application

Improved Reporting

360 View of the Customer

Customer Support Evaluation

Voice of the Customer

Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17

Net Promoter Score Trends

OSvC Go-Live

Overall

Chat

eMail

Voice

Overall Trend

OSvC Objective Measures

360゜View of the Customer

Cross-Channel FCR

Overall Post-Transactional NPS increased by 71%

Improved Self-Service Offerings

Increased Answer create and update efficiency

Time Savings of more than 5417 hours, almost 226 days!

Business Efficiency

External applications necessary for our business processes reduced by 5

Replaced outdated Quality Evaluation System on an aging server requiring

Windows® XP machines to run.

Future OSvC Objectives

Improve the searchability of our answers for end users Requires CP widget improvements

Expose specific model searched on the Answer Details page

Improve the usability of our knowledge for agents Requires improved Smart Assist results

Open umbrella answer links in the console, rather than CP

Conduct more detailed analysis of VOC trends Requires Topic Monitoring and Smart Sense improvements

OSvC is a step back from SPSS Text Analytics capabilities

Refine reporting to meet our specific business needs Requires easier export of OSvC data

All Brother OSvC reports are custom reports

Expand social support to more customers

The End

Thank you.

Copyright and Trademark Notices

BROTHER, Brother product names, and service names are either a trademark or a registered trademark

of Brother Industries, Ltd.

Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company,

Inc., and Fred Reichheld.

Oracle and Java are registered trademarks of Oracle and/or its affiliates.

project RUNWAY is a registered trademark of WEINSTEIN TELEVISION LLC.

SAP and other SAP products and services mentioned herein as well as their respective logos are

trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other

countries.

Windows® is a registered trademark of Microsoft Corporation.

GE APPLIANCES

CONTACT CENTER SHOWCASE

Jeff Campbell – IT Program Manager

Date of first usage: 2011

Number of instances: 2 (not counting test)

Number of interfaces: 8

CX Version: November 2016

CP Version: mix – some on 3.2, others on 2.0

Active staff accounts: 1700+

Incident volume: ~12 million/year

Modules used: CX Desktop, Chat, Customer Portal, Knowledge Foundation,

Engagement Engine, CTI, Workflows, Guided Assistance, Connect API suite,

External integrations

GE APPLIANCES OSC USAGE

PROJECT DETAILS:

• 2 year duration from inception to

stable platform.

• Launched in September 2016

simultaneously to users spread

across 3 geographic locations.

• Supported processes required by 9

different contact center teams.

DRIVING FACTORS:

• Legacy CRM application on out of

date infrastructure.

• Limited visibility of consumer

interactions.

• Large number manual processes.

• No automated consumer lookup.

CRM REPLACEMENT PROJECT

DEMO

1. Integrations to large number of

legacy applications through

custom objects/add-ins.

2. Heavy utilization of task objects

in conjunction with workflows to

accomplish activities.

3. Internal IT support team

augmented by 3rd party

engagements.

WHAT SETS US APART?

• Provides 360 degree visibility of consumer interactions.

• CTI integration provides substantially improved customer experience.

• New agent training duration reduced by 33%.

• 5% reduction in handle time and 12% improvement in CPH while capturing

30% more data per call.

• Eliminated several legacy applications substantially past end of life support.

• Eliminated external 3rd party survey process.

• Agents have enthusiastically embraced the new application.

PROJECT SUCCESS

• Expand Oracle Service Cloud usage to additional contact center teams.

• Deploy collaboration module to agents.

• Integrate with SMS provider.

• Incident/contact merge and de-duplication process.

• Enhance Customer Portal to support consumer self service/deflection.

• Direct integrations to ERP applications via API.

FUTURE PROJECTS


• Jeff Campbell – IT CRM Program Manager

GE Appliances


• Brian Raboin – VP of Customer Experience

– Booker Software

• Jessica Campbell – Project Coordinator


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Modern Customer Experience Event PPT Template€¦ · July16 – Sept16 11.5K 75% ... Increased Answer create and update efficiency ... Corproate Presentation Template Created Date:

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