Drive Customer Satisfaction. Cut Costs. Improve Efficiencies. Oracle i Support Chris Kirby Senior Sales Consultant Oracle

Agenda Customers Business Needs What is Oracle iSupport? Product Integration Release Overview / New Features Live Demo

Sample Customers

Customer Service Delivery Spectrum Service Channels Interaction Channel Examples Process Examples Self Web, IVR, ATMAddress change, order status Assisted Contact Center, , Chat Bill dispute, technical support Onsite Face to FaceProduct repair, preventive maintenance Goal: Match Service Channels to Customer Value & Needs Cost Per Service Request $ $$$ Complexity of Service High Low Escalation 10x increase in cost Self Service Assisted Service Onsite Service

Business Needs for iSupport Empower Customers by Providing Self Service options Provide Rapid Response and Resolution Increase Service Organization’s Efficiency Improve Customer Satisfaction

Capabilities Benefits Access at any time (24x7) Solve issues using knowledge base and forums Report issues online Build communities using forums Gather feedback by surveys Request live help View transactions (e.g. contracts, orders, returns) Update contact and product information Access at any time (24x7) Solve issues using knowledge base and forums Report issues online Build communities using forums Gather feedback by surveys Request live help View transactions (e.g. contracts, orders, returns) Update contact and product information Resolve issues quickly Reduce number of issues logged Decrease call center interactions Ensure accuracy of customer information Improve processes by customer feedback Drive customer satisfaction Resolve issues quickly Reduce number of issues logged Decrease call center interactions Ensure accuracy of customer information Improve processes by customer feedback Drive customer satisfaction What is Oracle iSupport Enables Self-Service, improving profitability and satisfaction

Oracle iSupport integrates with … Accounts Payables Accounts Receivables Depot Repair * Knowledge Management * Human Resources Install Base Interaction Center Inventory iStore * Marketing * Marketing Encyclopedia System (MES) * Order Management Scripting/ Surveys Shipping Service Contracts TeleService * Represents enhanced/ new integrations

New or Changed Features in this Release Target support using multiple sites Support for single sign-On Improved home page capabilities Integrated content searching and browsing Enhanced and configurable service request functionality Enhanced knowledge management capabilities Improved returns process Up-sell and cross-sell using marketing campaigns Repair order tracking

Target Your Support Allows a service organization to provide targeted support to different customer segments by organizing their online support into multiple support sites Partners Sites Store Sites Printers Support Sites Computers Customers and Guests U.S. StoreU.K. Store

Target Your Support Enable multiple support sites to provide targeted support to different customer segments –Common infrastructure for iSupport, iStore and Partners Online Multiple Sites

Target Your Support Extensible and brandable Site Dashboard (home page) for each site Provide targeted content to the users on each site Targeted Content for users Buy products and get support from the same site

Campaigns to Up-sell and Cross-sell Enables targeted campaigns –increase revenues and build customer loyalty Define audience for campaign Define postings and rule sets Define campaign and messages Show campaign message on iSupport

Proactive Customer Notifications Keep Customers Informed Marketing Offers

Improved User Experience Improved Home Page Display –Support for HTML bins and images in bins to improve the presentation –Personalization of content in MES Bins HTML Bins

Configurable Service Request Process Configurable creation flows for service request based on application, request type and responsibility One step process Four step process

Enhanced Knowledge Management Improved knowledge security allows service organizations to present appropriate knowledge to a set of users Security by Categories

Solution and Category-Level Security b2 Home b3c1b1a2c2a1 ABC Category View J Category View K Master Category Hierarchy b4b5 Category View J High Visibility Low Visibility Partners Field Svc. Engineer Customers Cust. Agent

Improved Returns Process –Create return from Order Detail page –Search on various criteria, such as part number, order number etc. to find and return order lines –Extensibility to enforce return policy Multiple Search Criteria Items from multiple orders in single return

Repair Order Tracking How to Use this Feature (Continued) The customers may also view the repair orders linked to a service request from the service request details page, based on service request configuration Repair orders linked to the service request