Siebel CRM 8.1 Self-Service E-Support Clive Johnson Senior Sales Consulatnt

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Insert Picture Here Siebel CRM 8.1 Self-Service E-Support Clive Johnson Senior Sales Consulatnt

Agenda Overview – Business Challenges & Value Proposition – How it works Demo Q&A 3

From Today’s Dissatisfied Customer Inconsistent Customer Experience Online Call Center Field Sales Branch Location Division A Division B Division C Outsourcing Partner 4

To a Superior Cross-Channel Experience Consistent Customer Experience Online Call Center Field Sales Field Service Branch Office Oracle Siebel CRM Integrated End-to-End Process Division A Division B Division C Outsourcing Partner 5

The Challenges Customers Face C-Level Executive Cut Costs & Improve Profitability “Economy concerns are forcing us to prioritize only the most meaningful cost cutting projects” VP Line of Business Consistent Experience “Inadequate cross-channel capabilities are creating less satisfied customers, less likely to use low cost channels” IT Executive Business Agility “How do I create and maintain business processes as flexible as the markets I serve?” 6

Value Proposition C-Level Executive Cut Costs & Improve Profitability Deflect calls to less expensive channels. Increase revenue with robust online commerce. VP Line of Business Consistent Experience Transition across channels without losing context. Transparent access to real time information. Manage service & selling rules once and deploy anywhere across the enterprise. IT Executive Business Agility Leverage existing investments in CRM. Respond to changing market needs with Fusion Middleware’s integrated development environment. 7

Oracle Self-Service Empower your customers to help themselves CRM Self-Service CRM Independent E-Commerce E-Support E-Billing Catalogs and Pricing Account Management Cross-Sell / Up-Sell SR / Case Mgmt Interactive Bill Presentment Configurator Knowledge Mgmt / FAQ Cart & Checkout Order / Asset Tracking Billing Analytics Asset Based Ordering Chat & eMail Cost Management Content Mgmt Integration Store locator Payment & Dispute Common Components Secure Enterprise Search Cache & Session Mgmt Site Management Configuration Management Oracle Siebel CRM Marketing Order Capture Service Statement Enrichment (Category, Hierarchy ) RTD Product Recommendations Chat End User & Agent Content Mgmt 8

Agenda Overview – Business Challenges & Value Proposition – How it works Demo Q&A 9

Self-Service Extends CRM by Empowering Your Customers To Help Themselves Control Costs and Improve Profitability Manage Customers Consistently Across Channels Increase Business Agility 1st application utilizing 1st application utilizing Siebel Web Services Fusion Middleware ADF Faces HTTP SOAP Self-Service J2EE Server Fusion Middleware Siebel Server Web Services 10

SOA Composite Application Seamlessly Transitions Customers Across Channels INTERNET DMZ INTRANET Siebel Server HTTP SQLNET HTTP/SOAP External Firewall (External Users) Load Balancer Siebel Database Self-Service J2EE Server CSR (Internal Users) Data Firewall (Optional) Customer Internal Firewall HTTPS 11

Functional Marketecture Loosely coupled to Siebel CRM via web services 1INTERNET Browse & Search Knowledge Site Administration Payment Wallet Session Management SQLNET HTTP/SOAP Load Balancer Siebel Database J2EE Server [Self Service Code] CSR (Internal Users) Data Firewall (Optional) External Firewall Company & Contact Profile Siebel Server Internal Firewall 3 Asset Management HTTP 4 Order Tracking 5 PDF Form Integr’n – Email, 6 Contact Us HTTPS Customer Chat, Call Back, (External Store Locator Users) INTRANET E-Support Create & Manage Service Request Common 2 DMZ 12

E-Support Overview Siebel Search & Knowledge Management (KM) Support Multiple Search Engines – Keyword Search Related Documentation or Solutions OOTB Oracle Enterprise Security Search Frequently Ask Questions (FAQ) Narrow or Expand Search Criteria Product Category Search Recently Viewed Solution Solution Type Search Print-friendly View Internal vs. External Solutions Suggest Solutions: SR and Chat Integrations Service Request (SR) Management Dynamic Service Request Flow Email Notification Close or Re-open SR Modular SR Sections Robust SR Query Escalation via Chat Product- or Asset-based-Servicing Real-time Update Survey for SR Resolution KM Integration Complete Interaction History Printer-friendly View Attachment Support Need More Help / Assisted Service Email Agent Store Locator General and Specific Surveys Click-to-Chat – Integrated Chat Client, Oracle Contact Center Anywhere chat server, and Siebel Application – Integration with KM – URL Push, Smart Share – Survey for Chat Customer Service 13

E-Support Overview User Management Supports B2C, B2B, B2B2C User Manage Company & Personal Profile Delegated Administration Registration & Password Mgmt Manage Address Book Responsibility & Permission SSO Log In / Log Out Manage Payment Wallet Registration Approval My Account Overview My versus My Company My Orders Summary Quick Search (SR, Order, Asset, Bill) My Order Detail My Assets Summary My Asset Detail Site Management Multiple Sites Support Condition-based Page Templates Site-specific Settings Multiple Languages Support 14

Agenda Overview – Business Challenges & Value Proposition – How it works Demo Q&A 15

Q& A

Online Knowledge Management Challenges Automate answers to FAQ Deliver the latest product / support news to large audience Close-loop feedback on content Features Pre-integrated with Siebel Solution OOTB UI shell with “FAQ”, “News” and “Find Solution”, “Expand & Narrow By” UI controls View related solution or document Track recently viewed solutions Additional UIs to integrate with best-inclass KM to show user rating, and guided troubleshooting flow Benefits Pre-integrated with Siebel Solution, as well as provide open Integration to bestin-class KM 17

Online Service Request Management Challenges 24 x 7 service resolution tracking Achieve lower total cost of service Provide faster time-to-resolution Features Pre-integrated with Siebel Service Request, Attachment, Siebel Solution, Siebel Chat, and CCA Chat server Guided SR process flows configurable by the request type/area Attachment support Related Siebel Solutions for resolution Survey to measure satisfaction Role- and account-based access control Escalation through Web Chat Benefits Real-time integration with Siebel CRM. Users get the latest request status online Reduces cost to process an inquiry 18

Contact Us – Web Chat Challenges More users prefer to ‘text’, not ‘talk’, to CSR Point chat technology, not integrated to Siebel CRM CSR to toggle between Chat and Siebel CRM apps CSR has no memory of user’s activity online Features Pre-integrated with CCA Chat Server and Siebel Contact Center Seamless transition from self-care to web chat escalation keeping user in context by passing in known data – contact, SR, solution viewed, etc. Robust agent chat supporting co-browsing experience such as URL Push, Frequently-used Text, Smart Share, wrap-up activities, etc. 360-degree customer view including all the recorded chat sessions stored as “Inbound Chat activity” in Siebel CRM Benefits E-Support-Chat-CRM integrated! 19

Chat & Co-Browsing 20

Contact Us - Branch Locator Challenges Reduce Call Center volume by selfservice options for branch location, store hours, directions Roll out new locations and services and have that information real-time online Features Pre-integrated with Siebel Service Pre-built map integrations to Google, Yahoo & MapQuest map engines Proximity and type-based search Benefits Real-time integration with Siebel CRM. Users get the latest store information online Deliver detailed maps and directions via popular online maps 22