See how our customers have transformed their Web Customer Service with Oracle Service.

ORACLE SERVICE – HELP IS JUST A CLICK AWAY

HELP IS JUST A CLICK AWAY

EDUCATION AND RESEARCH: UNIVERSITY OF OXFORD

COMMUNICATIONS: TELECOM NEW ZEALAND

ONLINE SERVICES: ANGIE’S LIST

COMMUNICATIONS: SASKATCHEWAN TELECOMMUNICATIONS HOLDING CORPORATION (SASKTEL)

HIGH TECHNOLOGY: XACTWARE

PROFESSIONAL SERVICES: JACKSON HEWITT

TABLE OF CONTENTS

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Today’s customers are always online and

always connected, so they expect you to be

too. They expect you to follow them, know who

they are and what they have already told you

as they cross channels throughout their service

journey. These increased customer service

demands are driving Web self-service, with

72% of customers now preferring to find their

own information online. However, only 52% of

customers actually find what they need - and

that’s why so many of them escalate from the

Web, through chat, phone or email to agent

assistance. Those escalations cost companies

$22 million a year, on average, and could have

been prevented with better web self-service.

Oracle Web Customer Service solutions

help you address these challenges, offering

full cross-channel and guided step-by-step

assistance. If you can ensure your customers

find the right answers quickly, your service

costs will decrease, as the average Web

transaction costs only 10 cents.

The proof of Oracle Service is in the

numbers – take a look at six case studies

to learn more.

HELP IS JUST A CLICK AWAY

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THE CHALLENGEUniversity of Oxford is one of the world’s

leading universities, standing at the forefront

of learning, teaching and research. In 2012,

the university processed more than 17,000

undergraduate applications for approximately

3,000 available places, along with 19,500

graduate applications.

With applicant numbers increasing, the

university wanted to boost the efficiency of its

online admissions process helping prospective

students find information quickly and easily,

reduce staff handling times and email inquiries,

and improve applicant satisfaction rates.

THE SOLUTIONUniversity of Oxford used Oracle Web

Customer Service to transform online

interactions across all departments. An intuitive

knowledge repository now ensures prospective

students can find answers online without

having to contact the university directly, while

an e-mail management solution helps integrate

interactions captured at multiple touchpoints

and improve the efficiency of communications

management.

EDUCATION AND RESEARCH

“The results have been significant.

With an increase in applications, we

would expect an increase in the number

of queries. Instead, with Oracle Service,

we have seen a 22% drop. That’s a

huge efficiency gain and a win/win for

students and staff alike.”

Jeremy Welch, Services Manager for Graduate Admissions, University of Oxford

EDUCATION AND RESEARCH: UNIVERSITY OF OXFORDIncreasing the efficiency of online administration

Growing your customer base doesn’t have to mean increased customer service demands and higher spend. By using an interactive online self-service solution, your organization can provide improved accessibility for your customers, while also increasing your efficiency and employee productivity.

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READ THE FULL STORY

THE RESULTS

With Oracle Web Customer

Service the university

transformed its online service

into a highly-interactive,

branded experience, using an

approach that automatically

predicts questions and

presents answers.

Using Oracle Web Customer

Service the university has reduced

e-mail enquiries by 22 percent

during a period when graduate

applications increased.

Increased efficiency

With Oracle Service the university

transformed its online customer

service into a highly-interactive,

branded experience, using an

approach that automatically predicts

questions and presents answers.

Improved accessibility

University of Oxford has decreased its

yearly administration time by 13 weeks

through streamlined processes and

improved productivity, while also

using online self-service to increase

prospective student satisfaction levels

and decrease email and call volumes.

Greater productivity

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THE CHALLENGETelecom New Zealand is a leading provider

of mobile, internet, and phone services in

New Zealand, primarily focusing on

individual consumers and small-to-medium

size businesses.

A few years ago Telecom New Zealand decided

to make customer service a business priority,

but with 13 different existing knowledge bases,

the goal of providing customers with the right

answer at the right time, and through the most

efficient means, couldn’t be easily met.

COMMUNICATIONS

COMMUNICATIONS: TELECOM NEW ZEALANDDelivering the right answers, at the right time, through the right channels

Helping customers find the answers they need through their channel of choice increases customer satisfaction and reduces operating costs. It is crucial for organizations to ensure the information they provide across all channels is consistent and appears seamless.

THE SOLUTIONTelecom New Zealand used Oracle Web

Customer Service to build a unified knowledge

base for customers and employees, ensuring

a single version of the truth companywide, and

that the right information is easily accessible at

any time.

With the help of Oracle Service, Telecom New

Zealand increased the number of articles in its

knowledge base from about 600 to 4,800 – a

number which is growing every day – while

simultaneously implementing a Web-based

self-service portal to empower customers to

help themselves.

The company now has the ability to deliver

seamless, multichannel customer experiences

that build brand loyalty, boost sales, and

reduce costs.

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Telecom New Zealand improved

customer loyalty and spend.

Efficient self-service

The company’s new online chat

feature converted 21 percent of its

sessions into sales.

Increased revenue

READ THE FULL STORY

THE RESULTS

Cut response times to customer

inquiries from weeks to hours.Optimized services

Using Web, social support, and an

integrated knowledge base, the

company significantly improved agent

productivity and reduced agent work

time by a full minute.

Reduced costs

“Our mantra is ‘Great

service is the cheapest

service,’ and that has

certainly become evident

as we’ve improved our

ability to resolve problems

faster, reduce the need to

transfer calls among agents

to solve issues, and deliver

better metrics overall from

a customer experience

perspective.”

Sue Atkins, Head of Service Experience, Telecom New Zealand

Using Oracle Web Customer

Service, Telecom New Zealand

increased self-service by 225

percent, improving customer

loyalty and increasing spend.

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THE CHALLENGEAngie’s List is a leading customer reviews Website

delivering ratings on local service providers to more than

two million paying households – helping them make

informed hiring decisions.

Due to rapid growth, Angie’s List’s servers

were struggling under the strain of the number of employee

and customer emails received every day. The company

decided to move from its initial setup of Microsoft Outlook and

a simple chat feature, to a more robust, complete, and most

importantly, scalable customer experience platform.

THE SOLUTIONAngie’s List selected Oracle’s Web Experience, a component

of Oracle Web Customer Service, to provide customers with

simple-to-use Web self-service features, and serve content to

users directly from the Angie’s List Website.

Angie’s List also took advantage of Oracle Web Customer

Service’s knowledge foundation, which continuously learns from

every customer and employee interaction enabling the delivery

of real-time, relevant information across all touchpoints.

ONLINE SERVICES

ONLINE SERVICES: ANGIE’S LISTHelping customers to help themselves

Advancements in technology have changed the way we interact. Customers communicate with organizations in multiple ways and expect you to have the capabilities to cater to their needs.

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READ THE FULL STORY

Angie’s List dramatically improved

customer access to information,

resulting in fewer service inquiries

and greater agent productivity.

THE RESULTS

Angie’s List dramatically improved customer access to information,

resulting in fewer service inquiries and greater agent productivity.

Maximized productivity

Angie’s List’s new knowledge foundation reduced email traffic and enabled

its customers to find the answers they need online quickly and easily,

reducing service agent costs and removing complexity.

Simplified interactions

More than 200 Angie’s List agents now use Oracle Web Customer Service

to deliver accurate, up-to-date information to members.

Better customer experiences

“Both our customers and our agents now have access to new resources for

information and communication that can provide faster response rates and reduced

emails, because customers now have answers at their fingertips. We could not be

more pleased with our deployment.”

Jon Buck, Operations Manager, Angie’s List

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THE CHALLENGESaskTel (Saskatchewan Telecommunications

Holding Corporation) is the leading provider

of communications in Saskatchewan, Canada.

The company offers a wide range of products

and services including voice and data, internet,

entertainment, security, messaging, cellular,

and directory services to more than

1.4 million customers.

SaskTel is both a B2B and B2C company, with

a large percentage of its customers situated in

rural areas, making it difficult to create a unified

customer experience. These problems were

exacerbated by two separate email addresses

for sales and support, a Website that was far

from customer-friendly, and email response

times as long as 48 hours.

THE SOLUTIONSaskTel brought in AmberLeaf Partners to

help develop a multi-channel framework

for its customer self-service strategy, and

devise an in-depth roadmap to dramatically

improve the customer experience.

At the heart of AmberLeaf’s suggested

methodology was Oracle Web Customer

Service. Once implemented, SaskTel was

able to gain a full view of customer history,

support new channels and procedures

with more efficient and integrated agent

desktops, implement various Web self-

service technologies, and provide a platform

for true multi-channel experiences from

which agents could capture feedback at

every interaction point.

COMMUNICATIONS

COMMUNICATIONS: SASKATCHEWAN TELECOMMUNICATIONS HOLDING CORPORATION (SASKTEL)Developing a true multi-channel contact center

Your customers are always connected, so you should be too, providing solutions to help solve their issues at any time and through any channel.

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READ THE FULL STORY

THE RESULTS “ The Partnership between

AmberLeaf and [Oracle]

Service has already had

a huge impact at SaskTel.

Together, the two companies

have helped us create a

strategic multi-channel

contact center in only

six months.”

Daryl Hoffman, Director of Marketing Operation (Customer Self-Serve), SaskTel

SaskTel now has the level of

visibility needed to improve

both customer satisfaction

and business decision-making

because they are capturing

the voice of the customer and

using it to continuously build

their knowledge base.

With Oracle Web Customer Service,

SaskTel launched four new channels

– Web, email, communities, and chat

– in less than six months.

Enhanced customer interactions

Through the scalability of Oracle Web

Customer Service, SaskTel’s solution

delivers only what is required without

incurring additional IT costs.

Lower costs

SaskTel now has the level of visibility

needed to improve both customer

satisfaction and business decision-

making, because they are capturing

the voice of the customer and using

it to continuously build their

knowledge base.

Greater insight

COMMUNICATIONS: SASKATCHEWAN TELECOMMUNICATIONS HOLDING CORPORATION (SASKTEL)Developing a true multi-channel contact center

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THE CHALLENGEFor more than 25 years, Xactware has provided

software solutions to help insurance and

building professionals estimate the costs of

construction and repairs. Xactware products

are used by 80 percent of insurance repair

contractors, and 19 of the top 25 property

insurers. To maintain this market position

Xactware places strong emphasis on providing

excellent levels of customer care.

Xactware has traditionally outsourced customer

support, limiting its control over how services

are executed. To rectify this, Xactware decided

to bring customer support back in-house and

use Oracle Web Customer Service to provide

the best customer service experience.

THE SOLUTIONXactware implemented Oracle Web Customer

Service as a contact center solution catering

to customers across phone, email, and chat,

and helping agents capture, track, assign and

manage customer requests from initial contact

to resolution. Oracle Service also provides

a variety of Web self-service tools, enabling

customers to find the answers they need

without turning to agents, and helping Xactware

handle a higher volume of requests.

Because Xactware understands the importance

of the customer service experience in relation

to customer loyalty, Oracle Service solutions

are also used to collate and track customer

questions and complaints left via feedback

forms on the Xactware Website, meaning no

customer issue is overlooked.

The combination of Oracle Web Customer

Service’s automated and streamlined reporting

capabilities, self-service, and chat technology

have created large savings for Xactware,

supporting the company’s rapid growth while

limiting the need for extra personnel.

HIGH TECHNOLOGY

HIGH TECHNOLOGY: XACTWAREDriving retention and enhancing efficiency through contact center improvements

Delivering great customer service is key to driving brand loyalty and increasing revenue, but it can be difficult when customers want different answers at different times through different channels. It’s important to ensure your organization has the underlying systems in place to make certain there is consistency of information and service across all channels.

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READ THE FULL STORY

Oracle Web Customer

Service gives us the tools

to provide exceptional care to

our customers, efficiently and

in-house, without impacting

our ability to grow and acquire

new customers at a rapid

pace. We can successfully

support increased numbers

of customers with far

fewer personnel than

would be possible

without Oracle Service.”

Kathy Greer, Quality Assurance Manager, Xactware

Feedback gathered by Oracle

Service capture the voice of the

customer, allowing Xactware

to quickly respond to common

issues and questions, and

improve decision-making.

THE RESULTS

As Xactware continues to grow

Oracle Service is enabling it to do

so without needing to hire more

agents, resulting in a more effective

personnel-to-customer ratio.

Increased efficiency

Automated reporting now saves

Xactware the equivalent of a

full-time employee.

Reduce costs

Feedback links gathered by Oracle

Service capture the voice of the

customer, allowing Xactware

to quickly respond to common

issues and questions, and improve

decision-making.

Greater insight

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THE CHALLENGEJackson Hewitt Tax Service is a largely

franchised operation with approximately

6,500 locations in the United States. To

ensure the company delivers a high standard

of customer service, Jackson Hewitt has a

franchise support center in Florida, a call center

in the Philippines for corporate customer

interactions, and a third support group for

customers completing their own tax returns

using the company’s online software.

With three separate support centers and a

high percentage of seasonal staff, Jackson

Hewitt was finding it difficult to get workers

up to speed for each coming tax season. For

this reason it turned to Oracle Web Customer

Service to help increase productivity, lower

costs, reduce training times, and provide

on-demand solutions for a range of issues.

THE SOLUTIONJackson Hewitt used Oracle Web Customer

Service to develop a knowledge base of

approximately 1,000 FAQs providing solutions

and answers relevant to every facet of the

company’s services. The company also

implemented Oracle Service’s chat technology to

reduce contact center traffic, and provide instant

answers to field agents when they need them.

PROFESSIONAL SERVICES

“We like the fact that Oracle Service is cloud-based and always one step ahead in developing new features in that we can leverage to make our customers’ experience better, easier, and seamless. Regardless of whether they prepare their own tax return at jacksonhewittonline.com or choose to work with a professional preparer in one of our stores, customers expect the same high level of service and experience from Jackson Hewitt, and Oracle Service continues to help

us accomplish that goal.”

Tim Bechtold, Customer Support Chief, Jackson Hewitt

PROFESSIONAL SERVICES: JACKSON HEWITTDeveloping a strong knowledge base for customer support

Providing employees and customers the right answers just a click away – means your frontline staff is free to handle more complex issues.

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READ THE FULL STORY

THE RESULTS

Oracle Web Customer Service

enabled Jackson Hewitt to reduce

training time by 15-20 percent, and

cut contact center traffic by

40 percent.

Increased efficiency

Chat functionality enables Jackson

Hewitt to provide real-time support

to both tax preparers and end-

customers, improving satisfaction

and efficiency across

the organization.

Optimized services

The scalability of Oracle Web

Customer Service allows Jackson

Hewitt to pay only for what it uses,

meaning no money is wasted on idle

resources during the off-season.

Improved flexibility

Oracle Web Customer Service

enabled Jackson Hewitt to

reduce training time by 15-20

percent, and cut contact center

traffic by 40 percent.

1 Leggett, Kate, Transform The Contact Center: Forrester’s Playbook For Customer Service Excellence, Forrester, June 25, 2012

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