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Oracle Life Sciences

Oracle Life Sciences . Customer Engagement Strategy and Solutions. September 29, 2014. Today’s Agenda. Introductions Oracle’s Customer Experience Vision, Strategy Life Sciences Customer Challenges Oracle Life Science Customer Engagement Solutions Additional Life Science CX Sessions.

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Oracle Life Sciences

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  1. Oracle Life Sciences Customer Engagement Strategy and Solutions September 29, 2014 Oracle Confidential – Internal/Restricted/Highly Restricted

  2. Oracle Confidential – Internal/Restricted/Highly Restricted

  3. Today’s Agenda Introductions Oracle’s Customer Experience Vision, Strategy Life Sciences Customer Challenges Oracle Life Science Customer Engagement Solutions Additional Life Science CX Sessions Oracle Confidential – Internal/Restricted/Highly Restricted

  4. social mobile y-gen self discovery buying learning targets choice value expectation information Your Customer has CHANGED Oracle Confidential – Internal/Restricted/Highly Restricted

  5. Customer Advocacy Specialized set of interactions where companies focus on what’s best for customers That requires … Change in a company's culture to support customer-focused marketing, sales and service and Alignment of goals to the customer vs. department or channel And starts with… Outside-in focus on the customer’s experience What implications does this have for your business? Oracle Confidential – Internal/Restricted/Highly Restricted

  6. How Customer Advocacy Has Affected Us CUSTOMERS TAKE CONTROL 86% of consumers will pay more for a better customer experience Customer’s Power & Choice The Power of Your Voice 1% of consumers feel their expectations for a good experience are met 89% of consumers switched to a competitor after a poor experience Mass media Internet/1:1 Social/Mobile Source: RightNow Customer Experience Impact Report (2012), based on a survey conducted by Harris Interactive Oracle Confidential – Internal/Restricted/Highly Restricted

  7. Still, doing this well results in revenue upside How is Net Promoter Score℠ related to growth? Growth (indexed) 500 $1.6 billion wireless service provider Loyalty Leader $1.4 billion airline 400 300 $ 825 million credit card provider 200 Average 100 $729 million hotel chain 5 10 15 20 25 Years Source: Forrester, “The Business Impact Of Customer Experience” (March 2014) Source: Bain & Company: How is Net Promoter Score℠ related to growth? Oracle Confidential – Internal/Restricted/Highly Restricted

  8. But statistics indicate there is progress to be made of execs say customer experience is critical to their business advantage 97% 39% 20% are just getting started with a customer experience initiative consider their customer experience initiative to be advanced Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013) Oracle Confidential – Internal/Restricted/Highly Restricted

  9. Life Science and Medical Device Stats HCP’s worldwide start their research on-line before talking to a company representative. Of HCP’s own a tablet. Some are even prescribing Apps. Of HCPs prefer to get information online. Only 20% prefer to get info from reps – down 7% from last year. 58% of adults use the internet to find Health Information. 75% 66% http://www.informationweek.com/healthcare/mobile-and-wireless/doctors-prefer-online-drug-info-to-rep-visits/d/d-id/1112924 - Cap Gemini poll Oracle Confidential – Internal/Restricted/Highly Restricted

  10. Life Sciences in the Past Scripted Sales Pitches Brand Centric Abundance of new brands on the market Physician choses and prescribes the best brand BRAND Medical Professional Large SalesForces Life Sciences Company Less Regulations AggressiveGo To Market Direct Influence Single Source of all knowledge Sales Rep per Brand

  11. Your Doctors Await Personalized & Relevant Messaging Customers want to receive information that is unique and relevant to their daily lives. In marketing, one size does not fit all. 85%of respondents indicated their company’s personalization maturity as 50% or below 30%of HCPs want more marketing content to be delivered via digital media 20%of HCPs want to receive less information in person 57% of physicians indicated they were interested in using video detailing *Source: http://www.uk.capgemini.com/sites/default/files/resource/pdf Multichannel_Closed_Loop_Marketing___Digitally_Transforming_the_Life_Sciences_Industry.pdf

  12. Your Doctors Expect to Interact via Convenient Channels 89% of physicians go online outside of office hours, while 75 percent go online for professional purposes on weekends 60% search several times a day. Average physician spends eight hours a week online 71% of physicians consider a smart phone and internet essential to their practice and critical to their job *Source: Manhattan Research

  13. The Patient has a Voice 59% of adults use online resources to obtain health and wellness information 63% of the individuals reported that other individuals suffering from similar disorders had a major role in the decision making about prescription medications 41% resorted to the Web to self-diagnose or self-treat a condition Patient Opinion Leaders are individuals who are well versed in a disease either as sufferers or care takers of individuals with chronic disorders and share their knowledge on the particular disease with others. *Source: How America Searches: Health & Wellness

  14. The Grand Disconnect Individual disconnected interactions? Need > Research > Select > Buy > Use > Recommend Social Mobile Sales rep Call Center Website eCommerce or the connected customer journey? Oracle Confidential – Internal/Restricted/Highly Restricted

  15. Oracle Customer Experience Connecting Every Interaction Your Customer Has With Your Brand CUSTOMER BRAND Oracle Confidential – Internal/Restricted/Highly Restricted

  16. Oracle CX Complete Customer Experience Platform Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social Integrated Customer Experience Foundation Social Network Mobile Analytic KPIs & Dashboards Predictive Analytics Integrations Oracle Confidential – Internal/Restricted/Highly Restricted

  17. Oracle Customer Experience Enabled in the Cloud Complete Cross-Channel Modern Empowered Customer 1 2 Modern Marketing, Selling, Commerce, Service, Social apps that empower the customer • Drive greater business value deliver pre-built business processes across silos Tailored for Industries Insightful and Extensible 4 3 Best Practices for Competitive Advantage and lower TCO Extend solution, use Dynamic CX profile and Integrate to the Enterprise Oracle Confidential – Internal/Restricted/Highly Restricted

  18. Modern CX Cloud: Personalized SaaS PaaS Tailor User Experience Enrich CX Cloud Do More Within Your Cloud. Make It Your Own. Upgrade Safe. Easily Create New Features & New Applications. Extend SaaS.

  19. Oracle CX Marketing Cloud Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social • Run agile, cost effective campaigns • Nurture relationships with HCPs / Patients / Payers • Provide meaningful digital insights to Sales Reps • CRM Agnostic Oracle Confidential – Internal/Restricted/Highly Restricted

  20. Oracle CX Sales Cloud Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social • Anywhere, anytime, any device, desktop, mobile • Powerful integrated analytics • Actionable insight and field enablement • Manage sales performance for all channels Oracle Confidential – Internal/Restricted/Highly Restricted

  21. Oracle CX CPQ Cloud Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social • Robust, rules based tools for complex capital equipment or kits • Accurate pricing with complex rules and customer specific pricing • Workflow approvals for non-standard pricing Oracle Confidential – Internal/Restricted/Highly Restricted

  22. Oracle CX Commerce Cloud Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social • Drives real-time “unique customer experiences” • Always-relevant messaging to HCPs, payers, providers, patients and caregivers • “Self Service” • Understand your customer’s wants and needs Oracle Confidential – Internal/Restricted/Highly Restricted

  23. Oracle CX Service Cloud Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social • 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 Oracle Confidential – Internal/Restricted/Highly Restricted

  24. Oracle CX Social Cloud Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social • Superior listening (Latent Semantic Analysis) • Maintain records of interactions for compliance • Assign actions to CRM (Sales, Call Center, Marketing) • Publish on Social Media (Facebook, Twitter, LinkedIn) Oracle Confidential – Internal/Restricted/Highly Restricted

  25. Results Being Realized by World-Class Companies 50% 8 minutes from prospect discussion to signature via iPad 40% Drop in tech support inquiries 5-10X Faster time to market 50% Gain in product penetration $M Saved by preventing PR crisis customer response rates to campaign Head of Marketing Head of Sales Head of Sales Ops Head of Commerce Head of Service Head of Social Oracle Confidential – Internal/Restricted/Highly Restricted

  26. Oracle CX Complete Customer Experience Platform Oracle Marketing Oracle Sales Oracle CPQ Oracle Commerce Oracle Service Oracle Social Integrated Customer Experience Foundation Social Network Mobile Analytic KPIs & Dashboards Predictive Analytics Integrations Oracle Confidential – Internal/Restricted/Highly Restricted

  27. Life Science Customer EngagementOpenworld sessions Life Sciences Customer Engagement: Transformation in the Real World 12:30 PM - 1:15 PM MosconeWest - 2014 CON7784 Sales Solutions for Medical Device Companies 1:45 PM - 2:30 PM MosconeWest - 2014 CON7803 Driving Engagement, Conversion, and Retention in Life Sciences with Oracle Marketing Cloud 3:00 PM - 3:45 PM MosconeWest - 2014 CON7804 Driving Multichannel Engagement in Life Sciences with Oracle Marketing Cloud 4:15 PM - 5:00 PM MosconeWest - 2014 CON7812 Modern Customer Service for Life Sciences 5:30 PM - 6:15 PM MosconeWest - 3001 CON7821 Oracle Confidential – Internal/Restricted/Highly Restricted

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