modern customer service

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |

Modern Customer Service • [TGS8854]

• JP Saunders / Sr Dir Product Strategy• Kim Kvanvig Life Sciences Industry Business Unit• Oracle Service Cloud• Sept, OOW 2014

•


Safe Harbor StatementThe following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 3

Checking The Pulse On Life Sciences


Your World Has Changed Forever

1980s 1990s 2000s 2010s

EmpoweredCustomers

Digital isHumanized

KnowledgeEverywhere

Internet ofThings

Mobile as Primary Channel

Cross-ChannelService

WHAT’S NEXT

Harder To Differentiate, Compete & Win

Channels, Devices, Technologies & Behaviors


More Channels, More Choice, More Access

1 channel 2 channels 3 channels 4 channels 5 or more channels

25% of consumers use less than 3 channels

75% of consumers use 3 or more channels

*Source: Ovum

Most Customers Cross Many Channels

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal 6

The Changes Just Take Longer

• Physicians doing their own research using the internet

• Companies are reducing direct sales in the field

• Mobile is now the preferred platform for physicians

• Companies are using private communities to build support groups and increase brand loyalty

Life Sciences Isn't Isolated From The Change


Recommending You To

1. Communicate both benefit and risk information on Internet/social media platforms “with character space limitation”

2. Correct independent third party misinformation about a firm’s products.

In January 2014, FDA announced loosening social media controls

June 2014 1st time FDA Formal Social Media Guidance

http://www.lifescienceslegalupdate.com

Life Sciences is the 3rd largest industry conversation on the Social Web


They are willing and empowered to break tradition, and even break the rules to get the better experience they expect.

• ANYTIME ACCESS

• UNLIMITED DATA

• GLOBAL INFORMATION

• TRUSTED NETWORK ADVISORS

Customers / Patients Aren't Waiting For FDA Approval


What Your Customers/Patients Expect

Access on their terms Consistent information A clear path to an help Know the facts about them Don’t make them repeat Access to their peers Protect their privacy

On Every ChannelAnd Someone Will Deliver


80% of Life Science Organizations Not Engaging In Social

• Recruiting Patient Opinion Leaders on Social Media to educate, promote and identify opportunities to engage.

87% of Sales Conversations Lasting Less Than 2mins

75% of HCPs Own A Tablet Or Smart Phone Device

• Creating Mobile apps and social communities that allow them engage in sales directly with customers and patients online.

75% of Customers Using more than 3 Channels To Engage

• Leveraging Cloud to introduce and connect digital engagement channels that lower the effort to get to market faster and cheaper.

Your Competitors Are Pushing The Boundaries


Grabbing The Opportunity To Personalize The Experience

Decreasing Sedation Rates1. Better Diagnosis Results2. Improved Experiences3. Reduced Cost


Sources: Google “The New Multi-Screen World”, Ovum “Optimizing Customer Service in a Multi-Channel World”, Oracle CX Survey, 2013.

Be Able To Change As Fast As Your Customers DoSolve Problems Differently

of IT organizations say inflexible technology prevents them from

adapting to business needs.

How fast can you change?

only 60% 29%

of your employees will recommend your company.

Employees who deal directly with customers are the least engaged

Are they empowered?

of customers move between devices in the same day.

52% use 3 to 4 channels.

Can you serve them?

98%


Oracle Solutions Modernize Business


Foundational Tools

Oracle CloudInfrastructure

Oracle MDM, BI and Decisioning Tools

Oracle Integration and BPM/SOA Tools

Oracle Mobile, Portal and Content Tools

ORACLECOMMERCE

ORACLESALES

ORACLEMARKETING

ORACLESERVICE

ORACLESOCIAL

The Oracle CX Portfolio

Oracle CX Helps Businesses Become Modern

15


Starting With Customer Service

Oracle Service

Simplified user experience for call center agents and field service personnel

Single knowledgebase for ALL users internal and external

Alternate channels - Click-to-Chat, Self Service, Social


Cross Channel Contact Center

Knowledge Management

Web Customer Service

PolicyAutomation

ORACLECOMMERCE CLOUD

ORACLESALES CLOUD

ORACLEMARKETING CLOUD

ORACLESERVICE CLOUD

ORACLESOCIAL CLOUD

#1 Customer Service & Support Cloud Platform

Field Service

Service Cloud Platform


Web Customer Service

Web & Mobile Self-Service

Virtual Assistant

Social Self-Service

Live Chat & Co-Browse

Email Support

Smart Engagement

The Power of Customer Knowledge

Self-Service for Facebook• Connect and engage with your

customers in the web’s largest community

Community• Create a community where customers

can help each other

• Moderate and identify best answers

• Add ideation community spaces where customers can share ideas for new products & services


Cross-Channel Contact Center

Incident Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control

Unified Agent Desktop

Mobile Desktop

Proactive Social Customer Service

Social Monitor• Search the social web to find customers

in search of answers

• Identify & escalate posts to be worked as cases

• Post a reply to quickly solve customer issues & avoid negative sentiment

• Monitor Twitter, Facebook, YouTube and any social site with an RSS feed

Social Profile• Understand customer interests

• Leverage social learnings and provide personalized service

Social Collaboration• Agent can collaborate across entire

organization to establish expertise and solve issues faster


Knowledge Management

Content Authoring

Search

Guided Knowledge

Knowledge Analytics

Integrated to Oracle CX

Knowledge APIs

Author Once, Deploy Everywhere

Authoring Workflow• Adhere to KCS authoring principles

• Collaborate with peers to create content and track version history

• Ensure content consistency with templates and layouts

Access & Security• Control visibility to knowledge articles

by public, private and group access

Global Scale• Author and manage content across

multiple languages

• Publish content by brand or region


Policy Automation

Dynamic Interviews

Rule Modeling

Compliance Management

Policy Lifecycle

Integration Services

Policy Analytics

Personalize Your Customer Interactions

Personalized Advice• Provide precise advice tailored for

each customer

• Collect customer data more accurately and efficiently

Intelligent Interviews• Build and pre-fill Interviews to only

show relevant data and fields

Cross Channel Consistency• Ensure a consistent experience

regardless of channel – self-service, call center, mobile, or in-person

Personalized Explanations• Provide documents that record and

explain decisions


Service Cloud Platform

Application Platform

Agent Experience Design

Customer Experience Design

Extensibility

Integration

Cloud Delivery

Site & Operations Management

Global Scale

Mission-Critical Cloud Delivery

Commercial CLOUD PCI Certified CLOUD Government CLOUD US DoD CLOUD

Secure• Industry leading security compliance

• The only cloud solution operating inside the US Dept of Defense

Reliable• Mission critical reliability

• Carrier-grade hosting facilities

Redundant• Data redundancy & disaster recovery

across multiple geographic locations

• No single points of failure for continuous availability

Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal 23

“Oracle Service Cloud has features which provide the capabilities for companies to achieve and maintain compliance with Part 11 in their systems.”– Kevin Foley, Sr. GxP Auditor, US Data Management

* * USDM based guidance on Incident Thread integrity, same as HIPAA is positioned * *


Oracle Can Help You On Your JourneyWith Modern Success Programs & Leading Technologies

GET GOING GET BETTER GET AHEAD

ORACLE ROADMAP TO MODERNTM

• BUSINESS VALUE REVIEWS• SUCCESS MANAGEMENT• SUCCESS PARTNERS

• CX ASSESSMENTS• CX JOURNEY MAPPING• ASK EXPERT WORKSHOPS

• WHITE BOARDING• CHANNEL SURVEYS• BUSINESS EVALUATIONS


Come Join Me On Tuesday at 5:30pm And Discover How To Build Your Roadmap to Modern

@OOW14 #CON10321 Moscone West - 3000

Or Visit The “Roadmap To Modern” Demo Booth


1. Define A Value Strategy• Identify the most critical information that drives the

highest value across the business

2. Mature Your Engagement Strategy• Move away from silo thinking and initiatives and

focus on the connectivity of channels, data and engagements.

3. Build Your Roadmap To Modern• Determine the technology trends that will have the

biggest impact on the industry and your organization. Identify the risk/reward/ investment and maturity approaches to their adoption.

4. Embrace Social Media• Collaboration, listening, peer networking, private

communities… So many ways to leverage Social

5. Innovate On Mobile• Mobilize your workforce, Mobile enable your

customers, mobile engage your patients. Differentiate your brand with the mobile experience.

6.Leverage Cloud • From outsourced compliance costs, to introduction

of new digital channels, Cloud SaaS, PaaS gives you a platform to take advantage of staying ahead of the technology curve.

Achieve A Better CX With Modern Life Sciences

modern customer service

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