Differentiate your brand with great service...Make it easy for customers to engage with your brand...

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Differentiate your brand with great service Yong Sheng (YS) Lee Director of Strategy and Sales- Service Cloud Oracle Asia Pacific


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2


Some Things Haven't Changed

“A business absolutely devoted to service will have only one worry about profits. They will be embarrassingly large.”

Henry Ford > founder of the Ford Motor Company

reason to recommend a company:

is still Outstanding Service* #1


Top 3 Reasons:

Why a Customer Would Select A Brand

Lower Price

Great Service

Superior Product

64%

60%

49%


It takes months to find a customer … seconds to loose one


How to make Service your differenciator？


Welcome To The Modern “Age Of The Customer”

Source: October 10, 2013, “Competitive Strategy In The Age Of The Customer” Forrester report

1900 1960 1990 2010

Age of Manufacturing

Mass manufacturing makes industrial powerhouses successful

Age of Distribution

Global connections and transportation systems make distribution key

Age of Information

Connected PCs and supply chains mean those that control information flow dominate

Age of the Customer

Empowered buyers demand a new level of customer obsession

Beyond


Customers expect great service with less effort

Source: Customer Experience Online Survey, 2013

Customers Say

71% valuing their TIME is the most important thing a company can

do to provide good service


Growth in channels that requires less effort

Telephoning a company and speak to an agent 73%

73%

Help or frequently asked questions (FAQs)

on a company’s website 57%

67%

Sending an email to customer service 56%

58%

Instant messaging/online chat with alive person 30%

43%

Click-to-call 33%

Online forum or community with other customers 23%

32%

Screen sharing 30%

Sending mobile/SMS message to the

company requesting assistance 24%

Contacting a company using Twitter 11%

22%

2013

2009*

Base: US online adults who have used any customer service method in the past 12 months * US online adults who have used any customer service method in the past 12 months (multiple responses accepted)

Source: North American Technographics Customer Experience Online Survey, Q4 2013 (US)


Modern Customer Service

Cross-Channel Service

Engage Customers

Make it easy for customers to engage with your brand

1 2 Empower Employees

Make it easy to serve customers

3

Adapt Quickly Easily adapt to the changing needs of your business


12% 24% 25%

Online Self Service Online Chat Social Service

Increase of Web Services

in the last 3 years

Source: Leggett, Kate, Blog Post, Forrester's Top 15 Trends For Customer Service In 2013, Forrester Research, Inc.,

January 14, 2013.

Making it possible to service multiple customers

simultaneously

Online Customers Expect Quick Service

1. Engage Customers


http://www.mckinsey.com/insights/marketing_sales/why_companies_should_care_about_ecare

The Rebirth of E-Care / E-Service


Customer prefer E-Service

Say their 1st choice is something other than the phone2

who have a low-effort service experience will buy from that

same company again3

of issues that end up as a call didn’t start that way1

46% 60% 94%

1 Sales and Service Excellence, Effortless Experience, Nick Toman, 1 Oct 2013.

2 CFI Group, Contact Center Satisfaction Index 2013.

3 CEB, Delighting Customers Doesn't Pay, Making Their Lives Easier Does, 10 Oct 2013.

http://www.cfigroup.com/downloads/CFI_contact_center_satisfaction_index_2013-eo.pdf

http://www.multivu.com/mnr/59759-ceb-outlines-why-an-effortless-experience-is-the-key-to-customer-loyalty


Engage Customers

Oracle Service Cloud provides 26 million Self-Service answers in 26 languages per year …”Enables us to provide the highest levels of post-sales support and ensure we hit targets for our

most important KPI—customer satisfaction.“ – Mark Hilton, Director Customer Care

Make it easy for customers to engage with your brand

• Let mobile customers easily reach you any time

• Deliver a personal, satisfying self-service experience

• Make it a great experience on every channel

• Know them and meet their needs better

• Allow customers to share ideas and solve issues

Deliver outstanding service on every channel


2. Empower Employees

• Seamless engagement across mobile, social & all channels

• Turn every agent into your best agent

• Provide the right information every time

• Customer insight speeds time to resolution

Making it easy to service customers

Make every agent your customers’ hero

“Oracle Service Cloud has been at the core of New Zealand Post’s transformation journey for years, and plays a key role in the success of our customer experience strategy. We gained a single view of customer interactions, reduced chat

handling time by 25% and improved our agent productivity by 10%.” Russell Stephens, Head of Customer Channels


Cross-Channel Contact Center

Case Management

Guided Resolution

Social Engagement

Customer Engagement

Analytics

Telephony Control

Unified Agent Desktop

Mobile Desktop

Cross-Channel Contact Centre for Your Agents

Empower Employees


3. Adapt Quickly

"With Oracle Service Cloud, we can scale and quickly deploy new customer-facing capabilities to support our numerous brands. The solution enables us to put the right, actionable information in our agents’ hands to ensure we meet our customers’ expectations for superior customer service.”

–Nicholas Armstrong, Director, Global Customer Experience Products

Easily rise to the needs of your business

• Support new business initiatives with ease

• Integrate with other enterprise apps quickly

• Scale up and down at your pace

• Peace of mind with proven, secure & compliant service

Adapt service to your changing business


One of the largest pay TV providers in the US with 14 million subscribers

DISH IMPROVES SERVICE AND PRODUCTIVITY

SOLUTIONS

• Deployed Oracle’s flexible FSM cloud application to manage thousands of service installers

• Holistic, consistent process for both mobile user and customer experience

• Robust, platform-independent mobile application empowering any type of field employee on their device of choice

CHALLENGES

• Legacy FSM solution • No way to see an enterprise view

of the mobile workforce • Wanted to improve customer

service through in-home service delivery

• Required security and reliability

RESULTS

• Completed deployment to 14,000 techs and 16,000 total users in less than 4 months

• Increased employee productivity by 15 percent

• Reduced appointment window and improved on-time arrival

• 80 percent increase in ability to handle same-day work


Cross Channel Contact Center

Knowledge Management

Web Customer Service

Policy Automation

Service Cloud Platform

Field Service Management

Born cross-channel Delivering next gen innovations now


Service Cloud delivers results

20% more volume with same agents

Engage Customers Empower Employees Adapt Quickly

1,000s of suppliers connected efficiently

Shortens Call-Center Holds by 30%, Decreases Internal Inquiries by 90%

30% chat conversions, 20% rise in order size

Improves Agent Productivity by 10%, and Reduces Chat Handling Time by 25%

launched x-channel

2 days to hrs for email resp.

High levels of support without expanding staff despite 10x

increase in business

Eliminate unnecessary technology to cut costs and increase funds spent on

helping children

40% drop in inquiries with web, social support

https://www.hautelook.com/support

http://help.walmart.com/

http://drugstore.custhelp.com/

http://support.rakuten.com/


Retail & Manufacturing

Telecom & Utility

Travel and Hospitality

Financial and

Insurance

Government and Non for

Profit

Higher Education

High Tech

http://www.google.com.sg/imgres?imgurl=http://snypermonkey.files.wordpress.com/2011/02/100624-mpr-diac_stacked-v1-0.jpg&imgrefurl=http://snypermonkey.wordpress.com/2011/02/22/department-of-immigration-australia-diac/&usg=__sWxtNojJwhWup39TpKzsIqwoJdo=&h=939&w=1264&sz=319&hl=zh-CN&start=1&zoom=1&tbnid=Q_DB6c1RqHDmOM:&tbnh=111&tbnw=150&ei=ZOLvUOmnFZD82gWZ1YHgBg&prev=/search?q=Australian+Department+of+Immigration+and+Citizenship&hl=zh-CN&rlz=1T4SKPT_enSG409SG412&tbm=isch&itbs=1

http://www.nzpost.co.nz/nzpost/control/main

http://www.optus.com.au/portal/site/oca/menuitem.4f67fad55a5e67c40f7416058c8ac7a0/?vgnextoid=124c3240edad1010VgnVCM100000c8a87c0aRCRD

http://www.avis.com/AvisWeb/home/AvisHome;jsessionid=DfNsPpJ2B29WThJ5mpqGLqdt1DbFkMZjjzGy8WBk097GX5RMndmL!162650341

http://www.soe.com/soe.vm


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Some Flagship Oracle Service Cloud Customers

Communications Financial Svcs High Tech

Higher Education Travel & Transport Retail Healthcare Media/Entertainmt

Communications Consumer Goods Public Sector

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