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 Strategic Relationship Plans

Oracle CRM E-Business Suite Call Center Intelligence Marketing Intelligence Sales Intelligence Customer Intelligence Marketing iMarketing MES i Pay SalesCompFieldSales i Store TeleSalesSalesOnline Collections DepotRepair SparesMgt Contracts ServiceContracts i Support CustomerSupport FieldService MobileFieldService Scheduler Universal Work Queue Tasks Order Capture Resources Notes Product Catalog Territories Calendar Interaction Blending Assignment Engine 1-on-1 Fulfillment Order Capture Call Center Telephony Manager Scripting Center WebMobile eBusiness Platform Common Application Architecture & Schema AnalyticalApplicationsBusinessApplicationsCRMFoundationInteractionChannelseBusinessFoundation eBusinessPlatform

Oracle Service Automation Suite i Support Customer Intelligence CustomerSupport Field Service Depot Repair Scheduler SparesManagement Contracts Service Contracts Mobile Field Service (Laptop, Palm)

Customer Support Solution 11i Support iSupport Customer Care Log/ view Support Request Order Capture Knowledge Management Customer Intelligence Suggest Weighted Resolutions Bill Customer Update Customer Profile Telephone Web/ Mobile Contracts Verify Customer Entitlement DefectManagement Manage defects Installed Base Manage Installed Base Manage Customer Information Log / Resolve Support Request

Service - Key Benefits Link all aspects of service management Transform service operations from cost centers to profit centers Provide better understanding of installed customer base for more accurate management Integration with e-Business suite turns service opportunities into sales opportunities

Oracle Service 11i Integration Order Serviceable Product OM Auto create IB product Auto create contract / warranty Receive Customer Call Create Service Request Customer Master Item Master Knowledge Base Install Base Svc Contracts Install Base Svc Contracts Order part from Contact Center, if necessary Inventory Dispatch Request CRM Foundation HR Perform Visit OMShippingInventory 12

Order part from field, if necessary OMInventory Debrief field service request Inventory Item Master Submit Charges PricingOMInventory Capture parts cost GLAR Report Revenue GL Create Contract 3 Item Master Install Base Pricing Customer Master Invoice for Contract AR Oracle Service 11i Integration

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, , Outbound Call etc Single Interface for Management of Customer issues Log Service Request, Assign Tasks, Dispatch engineers, etc.

Service Request Management Features 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 Lifecycle Management of Service Requests

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

Customer Support Direct Shipment

Service Request Screenshot

Knowledge Base Screenshot

Charges Screenshot

Contract Coverage Screenshot

Charges Decreased Screenshot

Order Created Screenshot

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

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

Business Rules Examples Excessive time to complete installation

Post-Installation Follow-Up

Customer Response - Time to Assign

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

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

Plan Header Screenshot

Plan Conditions Screenshot