II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
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Transcript of II Encuentro Turismo Mallorca_ Oracle apps travel_session Ángel Ortiz
1 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Gestión de la Experiencia del Cliente
y eficiencia operacional
2 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
The Experience Revolution
Monday, June 25, 2012
New York City Event Briefing
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Safe Harbor Statement
The 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 decision. The
development, release, and timing of any features or
functionality described for Oracle’s products remains
at the sole discretion of Oracle.
4 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
• Introducción: la transformación social
• Gestión de la Experiencia del Cliente • Indicadores de Negocio de CX
• Caso de éxito Barceló Hoteles • Objetivos
• Proyecto
• Beneficios
• Eficiencia Operacional • EPM SaaS
• ERP SaaS
Agenda:
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Plaza de San Pedro, Roma
Móvil, Digital, Social y en Cloud
La tecnología está cambiando todo
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Evolución de las Aplicaciones de Negocio ¿Por qué en cloud?
1. Del PC al servidor corporativo -> ahora
del servidor corporativo a la nube.
2. Industrialización de las
Funcionalidades.
3. La Funcionalidad es una commodity
4. El valor está en la eficiencia.
El SaaS es el modelo más eficiente
Y ahora genera ventaja competitiva
¿El dato financiero?
¿La información clientes?
¿Puedo tener sólo
una parte en Cloud?
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CHOICE YOUR DEPLOYMENT
ON PREMISE HYBRID
PUBLIC CLOUD PRIVATE CLOUD
MOBILE DEVICES
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Experiencia de Cliente
16 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. *Source: Harris Interactive, Customer Experience Impact Report 2009-2011
De la quejas en redes sociales no son tratadas*
79%
Dejan de hacer negocios con una empresa
después de una mala experiencia.*
86%
De los consumidores ponen comentarios
negativos en un ared social después de
una mala experiencia de usuario*
26%
17 Copyright © 2012, Oracle and/or its affiliates. All rights reserved. *Source: Harris Interactive, Customer Experience Impact Report 2009-2011
Razón para recomendar
una empresa: Un servicio por encima de lo
esperado*
#1
De los consumidores pagaría MAS por una
mejor experiencia de cliente*
86%
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“sé relevante”
“sé atractivo”
“gánate mi confianza,”
“dame más valor”
“sé transparente”
“minimizame el riesgo”
“conoce mi historia” “hazmelo fácil”
“sé consistente”
“represéntame”
“Yo, Aquí, Ahora” “sirve mis necesidades” “prémiame”
La Dictadura del Consumidor
19 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Foundational Tools
Oracle Cloud
Infrastructure and
Platform Services
Oracle MDM, BI and
Decisioning Tools
Oracle Integration and
BPM/SOA Tools Oracle Mobile, Portal
and Content Tools
Mobile
Social In Store Contact Center
Field Service
Direct Sales
Channel Sales Web
Complete CX Portfolio Oracle Customer Experience
Oracle
Marketing
Oracle
Commerce
Oracle
Sales Oracle
Service
Oracle
Social
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Oracle RightNow Gestión de la Experiencia del Cliente
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Barceló Hoteles
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Oracle Enterprise Resource Planning
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THE NEW STANDARD FOR WORK
EMBEDDED SOCIAL
•Activity Streams provide real time updates
•Network at Work allows you to build
collaborative teams
•Discussion forums fuel collaboration on
important topics
•Social networking access via Facebook &
LinkedIn integration
EMBEDDED BI
•Dashboards
•Real-time Optimization
•Decision Support
•Multi-dimensional Calculation
•Transactional BI
•Role Based
•What you need to DO
•HOW do you get it done
•WHO can help you
•What do you need to KNOW
COMPLETE USER EXPERIENCE
26 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Part of Oracle Public Cloud Enterprise Resource Planning
ERP
Supply Chain Management Inventory & Cost Mgmt
Shipping & Receiving
Product Data Master
Supply Chain
Performance Reporting
Financial Management
Financials
Expenses
Financial Reports Center
Risk & Control Mgmt
Planning & Budgeting
Procurement Purchasing
Self Service Procurement
Sourcing
Procurement Contracts
Supplier LifeCycle
Project Portfolio
Management Project Budgeting &
Forecasting
Project Costing
Project Contracts & Billing
Project Performance
Reporting
Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
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Perfil, Clasificación, Detalle Bancario
Evaluaciones
Continuas
(eRFx/Survey)
Contracto
Búsqueda
Perfil Proveedor, Cualificación,
Evaluación de Crédito y
Riesgo (eRFx/Survey )
Inactivación
Invitación
Autoservicio de Registro de
Proveedores
Análisis de Rendimiento
Maestro
Proveedores
&
Homologación de Proveedores
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Inteligencia de Negocio de la Demanda
Gestión Contractual en Negociaciones
Maximizar el Valor de los Expertos
Analíticas Paquetizadas
Contratos Integrados
Negociación Colaborativa
Negociación Mas inteligente
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Oracle Planning & Budgeting
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Hyperion Planning disponible como
Servicio Cloud
Oracle Planning and Budgeting Cloud Service
• Oferta Software-as-a-Service para Planificación
y Presupuestación
• Gestión de todo el proceso de planificación
incluyendo funcionalidad colaborativa y de
reporting
Despliegue rápido – con menos costes de
entrada y riesgo en la inversión
Permite expandir el presupuesto a una gran
comunidad de usuarios a través de su intuitivo
interface WEB.
Rápido, creación de aplicaciones intuitiva, facilidad de uso simplificada. Accesible
desde cualquier navegador web y hoja de cálculo. Mejores Prácticas habilitadas.
32 Copyright © 2012, Oracle and/or its affiliates. All rights reserved.
Seguimiento del diseño
Comprobar la salud de Actividades
Críticas
Identificar Cuellos de Botella
Alertas Basadas en Umbrales
Despliegues Eficientes
Monitorización y Evaluación del Riesgo
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Construcción Rápida
Mejores Prácticas
Implantación Guiada
Fácil Administración
Fácil Despliegue
Planning Budgeting & Cloud Service
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cloud.oracle.com
Angel Ortiz
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