Drive Customer Satisfaction. Cut Costs. Improve Efficiencies.

OracleiSupport

Chris KirbySenior Sales ConsultantOracle

Agenda

• Customers

• Business Needs

• What is Oracle iSupport?

• Product Integration

• Release Overview / New Features

• Live Demo

Sample Customers

Customer Service Delivery Spectrum

Service Channels

Interaction Channel Examples

Process Examples

Self Web, IVR, ATM Address change, order status

Assisted Contact Center, Email, Chat

Bill dispute, technical support

Onsite Face to Face Product repair, preventive maintenance

Goal: Match Service Channels to Customer Value & Needs

Cost Per Service Request$ $$$

Co

mp

lexi

ty o

f S

ervi

ce

High

Low

Escalation

10x increase in

cost

SelfService

AssistedService

OnsiteService

Business Needs for iSupport

• Empower Customers by Providing Self Service options

• Provide Rapid Response and Resolution

• Increase Service Organization’s Efficiency

• Improve Customer Satisfaction

CapabilitiesCapabilities BenefitsBenefits

• Access at any time (24x7)

• Solve issues using knowledge base and forums

• Report issues online

• Build communities using forums

• Gather feedback by surveys

• Request live help

• View transactions (e.g. contracts, orders, returns)

• Update contact and product information

• Access at any time (24x7)

• Solve issues using knowledge base and forums

• Report issues online

• Build communities using forums

• Gather feedback by surveys

• Request live help

• View transactions (e.g. contracts, orders, returns)

• Update contact and product information

• Resolve issues quickly

• Reduce number of issues logged

• Decrease call centerinteractions

• Ensure accuracy of customer information

• Improve processes by customer feedback

• Drive customer satisfaction

• Resolve issues quickly

• Reduce number of issues logged

• Decrease call centerinteractions

• Ensure accuracy of customer information

• Improve processes by customer feedback

• Drive customer satisfaction

What is Oracle iSupport Enables Self-Service, improving profitability and satisfaction

Oracle iSupport integrates with …

Accounts Payables

Accounts Receivables Depot Repair *

Knowledge Management *

Human Resources

Install Base

Interaction Center

Inventory

iStore *

Marketing *

Marketing Encyclopedia System (MES) *

Order Management

Scripting/ Surveys

Shipping

Service Contracts

TeleService

* Represents enhanced/ new integrations

New or Changed Features in this Release

• Target support using multiple sites

• Support for single sign-On

• Improved home page capabilities

• Integrated content searching and browsing

• Enhanced and configurable service request functionality

• Enhanced knowledge management capabilities

• Improved returns process

• Up-sell and cross-sell using marketing campaigns

• Repair order tracking

Target Your Support

• Allows a service organization to provide targeted support to different customer segments by organizing their online support into multiple support sites

Partners Sites Store Sites

Printers

Support Sites

Computers

Customers and Guests

U.S. Store U.K. Store

Target Your Support• Enable multiple support sites to provide targeted

support to different customer segments– Common infrastructure for iSupport, iStore and

Partners Online

Multiple SitesMultiple Sites

Target Your Support• Extensible and brandable Site Dashboard (home

page) for each site

• Provide targeted content to the users on each site

Targeted Content for users

Targeted Content for users

Buy products and get support from the same site

Buy products and get support from the same site

Campaigns to Up-sell and Cross-sell

• Enables targeted campaigns– increase revenues and build customer loyalty

Define audience

for campaign

Define postings

and rule sets

Define campaign

and messages

Show campaign message

on iSupport

Proactive Customer NotificationsKeep Customers Informed

MarketingMarketingOffersOffers

Improved User Experience• Improved Home Page Display

– Support for HTML bins and images in bins to improve the presentation

– Personalization of content in MES Bins

HTML BinsHTML Bins

Configurable Service Request Process• Configurable creation flows for service request

based on application, request type and responsibility

One step process

Four step process

Enhanced Knowledge Management

• Improved knowledge security allows service organizations to present appropriate knowledge to a set of users

Security by CategoriesSecurity by Categories

Solution and Category-Level Security

b2

Home

b3 c1b1a2 c2a1

A B C

Category View J Category View K

Master Category Hierarchy

b4 b5

Category View J

High Visibility

Low Visibility

Partners

Field Svc.

Engineer

Customers

Cust. Agent

Improved Returns Process• Improved Returns Process

– Create return from Order Detail page – Search on various criteria, such as part number, order

number etc. to find and return order lines– Extensibility to enforce return policy

Multiple Search Criteria

Multiple Search Criteria

Items from multiple orders in single return

Items from multiple orders in single return

Repair Order Tracking How to Use this Feature (Continued)

• The customers may also view the repair orders linked to a service request from the service request details page, based on service request configuration

Repair orders linked to the service request