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Oracle 11i Service

Customer Care & Support

Strategic Processes and Scenarios

Christy Carter - Deloitte Consulting

Atlanta OAUG October 19, 2001


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Discussion Topics

Brief Service Suite Overview

Benefits of Customer Care/Support module

Support Direct Shipment Process

Strategic Business Rules

Strategic Relationship Plans


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Oracle CRM E-Business Suite

Call Center Intelligence

Marketing Intelligence Sales Intelligence Customer Intelligence

Marketing

iMarketing MES iPaySales

Comp

Field

Sales

iStore TeleSalesSales

Online

Collections

Depot

Repair

Spares

Mgt

Contracts

Service

Contracts

iSupport

Customer

Support

Field

Service

Mobile

Field

Service

Scheduler

Universal Work Queue

Tasks

Order Capture

Resources

Notes

Product Catalog

Territories

Calendar

Interaction Blending

Assignment Engine

1-on-1 Fulfillment

Order Capture

Call Center

Telephony Manager

Scripting

Email Center Web Mobile

eBusiness Platform

Common Application Architecture & Schema

AnalyticalApplications

Business

Applications

CRM

Foundation

Interaction

Channels

eBusiness

Foundation

eBusiness

Platform


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Oracle Service Automation Suite

iSupport

Customer Intelligence

Customer

Support

Field Service

Depot Repair

Scheduler

Spares

Management

Contracts

Service Contracts

Mobile Field Service(Laptop, Palm)


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Customer Support Solution 11i

Support

iSupport

CustomerCare

Log/

view Support

Request

Order Capture

KnowledgeManagement

CustomerIntelligence

SuggestWeighted

Resolutions

Bill Customer

Update

Customer ProfileTelephone

Web/Email

Mobile

Contracts

Verify

Customer

Entitlement

Defect

Management

Manage

defects

Installed Base

Manage

Installed Base

Manage

Customer

Information

Log / Resolve

Support Request


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Oracle Service 11i IntegrationOrder

Serviceable

Product OM

Auto create

IB product

Auto create

contract /

warranty

Receive

Customer

Call

Create Service Request

Customer

MasterItem

Master

Knowledge

Base

Install

BaseSvc

Contracts

Install

Base

Svc

Contracts

Order part from Contact

Center, if necessary

Inventory

Dispatch

Request

CRM

FoundationCRM

Foundation

HR

Perform Visit

OM

Shipping Inventory

1

2


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Order part from field, ifnecessary

OM Inventory

Debrief field servicerequest

InventoryItem

Master

Submit Charges

Pricing OM

InventoryCapture parts

costGL

ARReport

Revenue GL

Create Contract

3

Item

Master

Install

BasePricing

Customer

Master

Invoice for Contract AR

Oracle Service 11i Integration


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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.


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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 DefectManagement 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


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Knowledge Management Features

Provide 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 theService Request for future analysis

Easy Contribution to Knowledge Base

Linked to Task Management Process

Self Service Access to Customers via Oracle iSupport


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Customer Support Direct Shipment

New Contact?Create new contact

CC1.1

Identify Need

CC1.2

Information

Only?Respond to Need

Identif y Instrument

CC2.0

Identif y

Entitlements

CC3.0

Create Servic e

Request

CC3.1

Troubleshoot with

customer/using

knowledge base

CC5.1

Problem solv ed

Part shipped for

self-help?

Update Status and

Interaction History

CC6.1

Rev iew part

availabiltiy

CC7.0

Place order

CC7.1

Problem

solved?

Create anynecessary notes

CC9.1

YES

NO

NOYES

Identf iy Caller

CC1.0

Create task f or field

service

CC9.0

No

Contribute to

Knowledge Base

CC6.0

YesNo

Yes

Instrument in

system?

Add

instrument

to installedbase

CC2.1

No

No

Yes


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Service Request Screenshot


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Knowledge Base Screenshot


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Charges Screenshot


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Contract Coverage Screenshot


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Charges Decreased Screenshot


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Order Created Screenshot


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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


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Business Rules Monitor

Features

Ensures Customer Satisfaction with Proactive Notification ofRisks

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 performanceand detection


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Business Rules Examples

Excessive time to complete installation


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Post-Installation Follow-Up


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Customer Response - Time to Assign


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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


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Relationship Plans Examples

20% decrease in customers contract

volume per six monthsalert contractmanager to contact customer

5 open service requests for a customerclassified as criticalautomaticallyescalate these requests

Excessive customer support as apercentage of total installed base itemsper customergenerate task forspecialist, notify manager


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Plan Header Screenshot


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Plan Conditions Screenshot

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