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Oracle 11i Service Customer Care & Support Strategic Processes and Scenarios Christy Carter - Deloitte Consulting Atlanta OAUG October 19, 2001 Discussion Topics Brief Service Suite Overview Benefits of Customer Care/Support module Support Direct Shipment Process Strategic Business Rules

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Oracle 11i Service Customer Care & Support Strategic Processes and Scenarios

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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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Analytical

Applications

Business

Applications

CRM

Foundation

Interaction

Channels

eBusiness

Foundation

Call Center Intelligence

Marketing Intelligence

Sales Intelligence

Customer Intelligence

Marketing

iStore

Sales

Online

TeleSales

iSupport

Field

Service

Depot

Repair

Contracts

Scheduler

Collections

iMarketing

MES

iPay

Field

Sales

Sales

Comp

Customer

Support

Mobile

Field

Service

Spares

Mgt

Service

Contracts

Universal Work Queue

Resources

Territories

Assignment Engine

Tasks

Notes

Calendar

1-on-1 Fulfillment

Order Capture

Product Catalog

Interaction Blending

Order Capture

Call Center

Telephony Manager

Scripting

Email Center

Web

Mobile

Common Application Architecture & Schema

eBusiness

Platform

eBusiness Platform

Oracle CRM E-Business Suite


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Oracle Service Automation Suite

Customer Intelligence

iSupport

Depot Repair

Contracts

Customer

Support

Scheduler

Service Contracts

Field Service

Spares

Management

Mobile Field Service(Laptop, Palm)


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Customer Support Solution 11i

Manage

defects

SuggestWeighted Resolutions

Log/

view Support

Request

KnowledgeManagement

Web/Email

Defect

Management

iSupport

Log / ResolveSupport Request

VerifyCustomer Entitlement

Contracts

Support

Order Capture

Mobile

CustomerCare

Bill Customer

CustomerIntelligence

Installed Base

Update

Customer Profile

Manage

Customer

Information

Telephone

Manage

Installed Base


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Order Serviceable Product

Auto create contract / warranty

Receive Customer Call

Dispatch Request

Auto create IB product

Order part from Contact Center, if necessary

Perform Visit

Create Service Request

Install Base

Install Base

Customer Master

CRM Foundation

Knowledge Base

Item Master

Svc Contracts

CRM Foundation

Svc Contracts

2

1

HR

OM

OM

Shipping

Inventory

Inventory

Oracle Service 11i Integration


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Order part from field, if necessary

Debrief field service request

Capture parts cost

Report Revenue

Invoice for Contract

Submit Charges

Create Contract

Customer Master

Item Master

Install Base

Item Master

3

Pricing

GL

GL

AR

Inventory

OM

Pricing

Inventory

Inventory

OM

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

Lifecycle Management of Service Requests

  • Multi-Channel logging of requests

  • Validation of Service Entitlements

  • Knowledge Management reduces rediscovery

  • Manage Work using Task Manager

  • Tight integration to Assignment, Escalation and Defect Management capabilities

  • Scripting enabled with Easy Script Authoring

  • Workflow enabled Status notifications

  • Multiple Notes and Note Types

  • Create RMAs, DeBriefs, Charges


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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 the Service 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


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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 of Risks

  • 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 performance and 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 customer’s contract volume per six months – alert contract manager to contact customer

  • 5 open service requests for a customer classified as critical – automatically escalate these requests

  • Excessive customer support as a percentage of total installed base items per customer – generate task for specialist, notify manager


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Plan Header Screenshot


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Plan Conditions Screenshot


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