Oracle 11i Service Customer Care & Support Strategic Processes and Scenarios Christy Carter - Deloitte Consulting Atlanta OAUG October 19, 2001.

Oracle 11i Service

Customer Care & Support

Strategic Processes and Scenarios

Christy Carter - Deloitte Consulting

Atlanta OAUG October 19, 2001

Discussion Topics

• Brief Service Suite Overview

• Benefits of Customer Care/Support module

• Support Direct Shipment Process

• Strategic Business Rules

• Strategic Relationship Plans

Oracle CRM E-Business SuiteCall Center IntelligenceCall Center Intelligence

Marketing IntelligenceMarketing Intelligence Sales IntelligenceSales Intelligence Customer IntelligenceCustomer Intelligence

MarketingMarketing

iiMarketingMarketing MESMES iiPayPay SalesSalesCompComp

FieldFieldSalesSales

iiStoreStore TeleSalesTeleSalesSalesSalesOnlineOnline

Co

llec

tio

ns

Co

llec

tio

ns DepotDepot

RepairRepair

SparesSparesMgtMgt

ContractsContracts

ServiceServiceContractsContracts

iiSupportSupport

CustomerCustomerSupportSupport

FieldFieldServiceService

MobileMobileFieldField

ServiceService

Sch

edu

ler

Sch

edu

ler

Universal Work QueueUniversal Work Queue

TasksTasks

Order CaptureOrder Capture

ResourcesResources

NotesNotes

Product CatalogProduct Catalog

TerritoriesTerritories

CalendarCalendar

Interaction BlendingInteraction Blending

Assignment EngineAssignment Engine

1-on-1 Fulfillment1-on-1 Fulfillment

Order CaptureOrder Capture

Call CenterCall CenterTelephony ManagerTelephony Manager

ScriptingScriptingEmail CenterEmail Center WebWeb MobileMobile

eBusiness PlatformeBusiness Platform

Common Application Architecture & SchemaCommon Application Architecture & Schema

AnalyticalAnalyticalApplicationsApplications

Business Business ApplicationsApplications

CRMCRMFoundationFoundation

InteractionInteractionChannelsChannels

eBusinesseBusinessFoundationFoundation

eBusinesseBusinessPlatformPlatform

Oracle Service Automation Suite

iiSupportSupport

Customer IntelligenceCustomer Intelligence

CustomerCustomerSupportSupport

Field ServiceField Service

Depot RepairDepot Repair

SchedulerScheduler

SparesSparesManagementManagement

ContractsContracts

Service ContractsService Contracts

Mobile Field ServiceMobile Field Service(Laptop, Palm)(Laptop, Palm)

Customer Support Solution 11i

SupportSupport

iSupport iSupport iSupport iSupport

CustomerCustomerCareCare

CustomerCustomerCareCare

Log/view Support

Request

Order CaptureOrder CaptureOrder CaptureOrder Capture

KnowledgeKnowledgeManagementManagementKnowledgeKnowledge

ManagementManagement

CustomerCustomerIntelligenceIntelligenceCustomerCustomerIntelligenceIntelligence

SuggestWeighted

Resolutions

Bill Customer

Update Customer Profile

Telephone

Web/Email

MobileContractsContractsContractsContracts

VerifyCustomer

Entitlement

Defect Defect Management Management

Defect Defect Management Management

Managedefects

Installed BaseInstalled BaseInstalled BaseInstalled Base

ManageInstalled Base

ManageCustomer

Information

Log / ResolveSupport Request

Oracle Service 11i IntegrationOrder

Serviceable Product

OMAuto create IB product

Auto create contract / warranty

Receive Customer

CallCreate Service Request

Customer Master

Item Master

Knowledge Base

Install Base

Svc Contracts

Install Base

Svc Contracts

Order part from Contact Center, if necessary

Inventory

Dispatch Request

CRM Foundation

CRM Foundation

HR

Perform Visit

OM

Shipping Inventory

1

2

Order part from field, if necessary

OM Inventory

Debrief field service request

InventoryItem Master

Submit Charges

Pricing OM

InventoryCapture parts

cost GL

ARReport

Revenue GL

Create Contract

3

Item Master

Install Base Pricing

Customer Master

Invoice for Contract AR

Oracle Service 11i Integration

Contact Center Features

Fast and Easy Customer Information Management

• Manage Customer Information• Create , View and Update Customer , Contact, Organization,

Relationship, Address information.

• 360 Degree View of the Customer • Customer Dashboard, Customer Profile, Relationship Plans

• View Customer Interaction History• Multiple Channels of Interaction

• Inbound Call, Email, Outbound Call etc

• Single Interface for Management of Customer issues • Log Service Request, Assign Tasks, Dispatch engineers, etc.

Service Request Management Features

• Multi-Channel logging of requests• Validation of Service Entitlements• Knowledge Management reduces rediscovery • Manage Work using Task Manager• Tight integration to Assignment, Escalation and Defect

Management capabilities• Scripting enabled with Easy Script Authoring • Workflow enabled Status notifications • Multiple Notes and Note Types• Create RMAs, DeBriefs, Charges

Lifecycle Management of Service Requests

Knowledge Management FeaturesProvide Access to Information, not Silos of Data; Reduces Rediscovery

• Accommodates Customer Specific Approaches• Symptom/ Cause/ Action, Problem/Solution

• Various Search Results Displays • Times Used, Relevancy Scores, Solved/Unsolved

• Reduces Rediscovery of Problems/ Solutions• Keyword and Natural Language Searches• Searched Knowledge Statements can be saved to the Service

Request for future analysis• Easy Contribution to Knowledge Base• Linked to Task Management Process • Self Service Access to Customers via Oracle iSupport

Customer Support Direct Shipment

New Contact?Create new contact

CC1.1

Identify NeedCC1.2

InformationOnly?

Respond to Need

Identify InstrumentCC2.0

IdentifyEntitlements

CC3.0

Create ServiceRequestCC3.1

Troubleshoot withcustomer/usingknowledge base

CC5.1

Problem solved

Part shipped forself-help?

Update Status andInteraction History

CC6.1

Review partavailabiltiy

CC7.0

Place orderCC7.1

Problemsolved?

Create anynecessary notes

CC9.1

YES

NO

NOYES

Identfiy CallerCC1.0

Create task for fieldserviceCC9.0

No

Contribute toKnowledge Base

CC6.0YesNo

Yes

Instrument insystem?

Addinstrumentto installed

baseCC2.1

No

No

Yes

Service Request Screenshot

Knowledge Base Screenshot

Charges Screenshot

Contract Coverage Screenshot

Charges Decreased Screenshot

Order Created Screenshot

Benefits of Support Direct Shipment Process

• Using the Knowledge Base decreases engineer time in the field

• Order for parts can be placed against a contract

• Order placed has direct link to Service Request for tracking

• Any revenue generated is incurred by a Service organization rather than Sales group

Business Rules Monitor Features

Ensures Customer Satisfaction with Proactive Notification of Risks• Define operational business rules for:

• Service Requests• Tasks• Defects

• Define Activity to raise awareness and enable swift action

• Notification • Create Task• Create Escalation Document

• Manage business rules monitor for optimal performance and detection

Business Rules Examples

Excessive time to complete installation

Post-Installation Follow-Up

Customer Response - Time to Assign

Relationship Plans

Relationship Plans enable companies to define and automatically execute their pro-active customer care procedures to better the customer relationship

• Enhanced service quality

• Increased satisfaction

• Increased retention

• Maximized profitability

Relationship Plans Examples

• 20% decrease in customer’s contract volume per six months – alert contract manager to contact customer

• 5 open service requests for a customer classified as critical – automatically escalate these requests

• Excessive customer support as a percentage of total installed base items per customer – generate task for specialist, notify manager

Plan Header Screenshot

Plan Conditions Screenshot