clive johnson senior sales consulatnt
DESCRIPTION
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. From Today’s Dissatisfied Customer …. Inconsistent Customer Experience. Online. Call Center. Field Sales. Branch Location. - PowerPoint PPT PresentationTRANSCRIPT
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Clive Johnson
Senior Sales Consulatnt
Siebel CRM 8.1 Self-Service E-Support
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• Overview–Business Challenges & Value Proposition–How it works
• Demo
• Q&A
Agenda
4
From Today’s Dissatisfied Customer …
Division BDivision A Division C Outsourcing Partner
Call CenterOnline Field Sales Branch Location
Inconsistent Customer Experience
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Consistent Customer Experience
Call CenterOnline Field Sales Field Service
Branch Office
Division BDivision A Division C Outsourcing Partner
… To a Superior Cross-Channel Experience
OracleSiebel CRM
Integrated End-to-End Process
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BusinessAgility
BusinessAgility
“How do I create and maintain business processes as flexible as the markets I serve?”
“Economy concerns are forcing us to prioritize only the most meaningful cost cutting projects”
Cut Costs &Improve Profitability
Cut Costs &Improve Profitability
ConsistentExperienceConsistentExperience
“Inadequate cross-channel capabilities are creating less satisfied customers, less likely to use low cost channels”
The Challenges Customers FaceC-Level Executive
VP Line of Business
IT Executive
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• Deflect calls to less expensive channels.• Increase revenue with robust online commerce.
Cut Costs &Improve Profitability
Cut Costs &Improve Profitability
ConsistentExperienceConsistentExperience
• Transition across channels without losing context.• Transparent access to real time information.• Manage service & selling rules once and deploy
anywhere across the enterprise.
BusinessAgility
BusinessAgility
• Leverage existing investments in CRM.• Respond to changing market needs with Fusion
Middleware’s integrated development environment.
Value PropositionC-Level Executive
VP Line of Business
IT Executive
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CRM IndependentCRM Self-Service
Content Mgmt
ChatEnd User & Agent
RTDProduct
Recommendations
Oracle Self-Service Empower your customers to help themselves
E-CommerceCatalogs and Pricing
Cross-Sell / Up-Sell
Configurator
Cart & Checkout
Asset Based Ordering
Content Mgmt Integration
E-BillingInteractive Bill
Presentment
Statement Enrichment (Category, Hierarchy…)
Billing Analytics
Cost Management
Payment & Dispute
E-SupportAccount Management
SR / Case Mgmt
Knowledge Mgmt / FAQ
Order / Asset Tracking
Chat & eMail
Store locator
Common ComponentsSecure Enterprise SearchCache & Session Mgmt
Site ManagementConfiguration Management
Oracle Siebel CRMMarketing Order Capture Service
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• Overview–Business Challenges & Value Proposition–How it works
• Demo
• Q&A
Agenda
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• Control Costs and Improve Profitability
• Manage Customers Consistently Across Channels
• Increase Business Agility
Self-ServiceJ2EE Server
Siebel Server
HTTPSOAP
FusionMiddleware
WebServices
1st application utilizing Siebel Web Services
1st application utilizing
Fusion Middleware ADF Faces
Self-Service Extends CRM by Empowering Your Customers To Help Themselves
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SOA Composite ApplicationSeamlessly Transitions Customers Across Channels
INTERNET DMZ INTRANET
Customer
(External Users)
Siebel Server
CSR
(Internal Users)
Self-Service J2EE Server
Load Balancer Siebel
Database
Inte
rnal Fi
rew
all
Data
Fir
ew
all
(Op
tion
al)
Exte
rnal Fi
rew
all
HTTP
HTTPSHTTP/SOAP
SQLNET
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INTRANET
Siebel Server
CSR
(Internal Users)
Siebel Database
Inte
rnal Fi
rew
all
Data
Fir
ew
all
(Op
tion
al)
SQLNET
INTERNET DMZ
Customer
(External Users)
J2EE Server [Self Service Code]
Load Balancer
Exte
rnal Fi
rew
all
HTTP
HTTPSHTTP/SOAP
Browse & Search Knowledge
Create & Manage Service Request
Asset Management
Order Tracking
PDF Form Integr’nContact Us – Email,
Chat, Call Back, Store Locator
Company & Contact Profile
Site Administration
Payment Wallet
Session Management
1
6
3
4
5
2
Co
mm
on
E-S
up
po
rt
Functional MarketectureLoosely coupled to Siebel CRM via web services
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• Related Documentation or Solutions• Recently Viewed Solution• Print-friendly View• Suggest Solutions: SR and Chat
Integrations
• Keyword Search• Product Category Search• Solution Type Search• Internal vs. External Solutions
Siebel Search & Knowledge Management (KM)• Support Multiple Search Engines –
OOTB Oracle Enterprise Security Search
• Frequently Ask Questions (FAQ)• Narrow or Expand Search Criteria
• Email Notification • Robust SR Query• Real-time Update• Complete Interaction History
• Close or Re-open SR• Escalation via Chat• Survey for SR Resolution• Printer-friendly View
Service Request (SR) Management
• Dynamic Service Request Flow• Modular SR Sections• Product- or Asset-based-Servicing• KM Integration• Attachment Support
• 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
• Email Agent• Store Locator• General and Specific Surveys
Need More Help / Assisted Service
E-Support Overview
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E-Support Overview
• Delegated Administration• Responsibility & Permission• Registration Approval
• Manage Company & Personal Profile• Manage Address Book• Manage Payment Wallet
• Supports B2C, B2B, B2B2C User• Registration & Password Mgmt• SSO Log In / Log Out
User Management
• My Assets Summary• My Asset Detail
• My Orders Summary• My Order Detail
My Account Overview• My versus My Company• Quick Search (SR, Order, Asset, Bill)
• Condition-based Page Templates • Site-specific Settings
Site Management
• Multiple Sites Support• Multiple Languages Support
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Agenda
• Overview–Business Challenges & Value Proposition–How it works
• Demo
• Q&A
AQ&
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Online Knowledge ManagementChallengesAutomate answers to FAQDeliver the latest product / support news
to large audienceClose-loop feedback on content
FeaturesPre-integrated with Siebel SolutionOOTB UI shell with “FAQ”, “News” and
“Find Solution”, “Expand & Narrow By” UI controls
View related solution or documentTrack recently viewed solutionsAdditional UIs to integrate with best-in-
class KM to show user rating, and guided troubleshooting flow
BenefitsPre-integrated with Siebel Solution, as
well as provide open Integration to best-in-class KM
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Online Service Request ManagementChallenges24 x 7 service resolution trackingAchieve lower total cost of serviceProvide faster time-to-resolution
FeaturesPre-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 supportRelated Siebel Solutions for resolutionSurvey to measure satisfactionRole- and account-based access controlEscalation through Web Chat
BenefitsReal-time integration with Siebel CRM.
Users get the latest request status onlineReduces cost to process an inquiry
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Contact Us – Web ChatChallengesMore users prefer to ‘text’, not ‘talk’, to CSRPoint 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
FeaturesPre-integrated with CCA Chat Server and Siebel
Contact CenterSeamless 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
BenefitsE-Support-Chat-CRM integrated!
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Chat & Co-Browsing
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Contact Us - Branch LocatorChallengesReduce Call Center volume by self-
service options for branch location, store hours, directions
Roll out new locations and services and have that information real-time online
FeaturesPre-integrated with Siebel ServicePre-built map integrations to Google,
Yahoo & MapQuest map enginesProximity and type-based search
BenefitsReal-time integration with Siebel CRM.
Users get the latest store information online
Deliver detailed maps and directions via popular online maps