1 Modern Customer Service Experience for Consumer Electronics & Home Appliances Oracle Service Cloud

2 Safe Harbor Statement The following is intended to outline the general product direction. It is intended for information purposes only, and may or 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 decisions. Both Oracle and Ephlux shall only be responsible for what gets incorporated into a contract with the customer. The development, release, and timing of any features or functionality described for Oracle’s product remains at the sole discretion of Oracle, whereas the development, release, and timing of any features or functionality described for Ephlux Solution on top of Oracle’s product remains at the sole discretion of Ephlux. All material herein is copyrighted by either Oracle or Ephlux and any re-production of the material without consent is strictly forbidden.

3 86% of customers stop doing business with a company after one bad experience 80% of your future profits come from your existing customers

4 your consumer electronics business is no different

5 and the customer has changed drastically

6 Welcome the new customer Fiercely Empowered Revolting with Vengeance

Demands awesome experience Endorses and recommends the brand to the whole world Can’t wait for a minute to get a Response: Likes, Re-tweets, Comments, Feedback mentality Needs to be constantly pampered, engaged, listened to and then pampered some more. 7 Customer Expectations Appreciated good service Recommended a brand to friends n family Could wait 24 hours for your customer support to get back Would understand and follow your company policies and business processes

8 What does your customer do when the fridge breaks down? 75% of customers try to contact you via 3 or more of these channels 1.Tries to search for the fix on the internet esp. YouTube 2.Shares with friends n family on Social Networks 3.Finds the Knowledgebase on your website on her mobile 4.Tries to find LIVE Chat support 5.Tries to find your contact information 6.Drops you an 7.Calls your call center 8.Never wants to repeat her story

9 What does your customer do when her fridge breaks down? Your customer hates calling your Call Center and so do you. Still the majority ends up frustrating themselves and you on your Call Center

10 and this happens when you don’t have a cross-channel service center… that spans the customer journey across the Customer Experience Lifecycle

11 WOW the customer across Customer Experience Lifecycle

12 Introducing Oracle Service Cloud for Consumer Electronics & Home Appliances Oracle Service Cloud

13 Intent Guide Web | Mobile Self-Service Live Chat | Co-Browse Management Virtual Assistant Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Case Management Guided Resolution Cross-channel Service Collaboration Unified Desktop Agent Unified Mobile Agent App Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules Warranty Claim Processing Parts Inventory Availability Field force Route Planning Check-In Geo-Tracking Product Registration Service Estimates CTI Integration Product Inventory Sync Service Rep. Assignment Service Fieldforce Tracking Service Invoice Generation Franchise Support ERP Integration Document Scanning

14 Intent Guide Web | Mobile Self-Service Live Chat | Co-Browse Management Virtual Assistant Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Case Management Guided Resolution Cross-channel Service Collaboration Unified Desktop Agent Unified Mobile Agent App Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules Warranty Claim Processing Parts Inventory Availability Field force Route Planning Check-In Geo-Tracking Product Registration Service Estimates CTI Integration Product Inventory Sync Service Rep. Assignment Service Fieldforce Tracking Service Invoice Generation Franchise Support ERP Integration Document Scanning

15 Web | Mobile Self Service Live Chat | Co-Browse Management Web Experience Intent Guide Virtual Assistant

16 Web | Mobile Self Service Live Chat | Co-Browse Management Web Experience Intent Guide Virtual Assistant Strengthen relationships by guiding customers to highly relevant knowledge and experiences through an understanding of intent from search queries Web | Mobile Self Service Cloud Service enables visitors to find answers online from any device. The self-learning knowledge base improves with every customer interaction and provides deep and valuable insight into every customer or trend. Oracle RightNow Co-browse Cloud Service, agents can share a visual experience with online customers, helping solve issues and answer questions more quickly and accurately than ever before. Management is integrated with the self-learning knowledge base and across customer interaction channels, and it’s optimized for today’s smartphones and mobile web devices Virtual Assistant Cloud Service enables your customers to have a conversation with your website in everyday language. A web concierge will offer the personalized and engaging humanized interaction experience your customers demand

17 Intent Guide Web | Mobile Self-Service Live Chat | Co-Browse Management Virtual Assistant Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Case Management Guided Resolution Cross-channel Service Collaboration Unified Desktop Agent Unified Mobile Agent App Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules Warranty Claim Processing Parts Inventory Availability Field force Route Planning Check-In Geo-Tracking Product Registration Service Estimates CTI Integration Product Inventory Sync Service Rep. Assignment Service Fieldforce Tracking Service Invoice Generation Franchise Support ERP Integration Document Scanning

18 Social Experience Self-Service Facebook Support Community Innovation Community Social Monitoring Semantic Search

19 Social Monitoring Support Community Innovation Community Social Experience Self-Service Facebook Semantic Search Facebook Cloud Service empowers and differentiates your brand by increasing your relevance, growing your fan base, and delivering on your brand promise where your customers are. You'll never be left in the dark. Take action by automatically capturing posts related to your brand and determining next steps to address your consumers needs. Empowering consumers to share their experiences, ideas, and advice, they become trusted resources for cost-effective, peer-to- peer support. Innovation Community Cloud Service helps you connect with your most loyal, knowledgeable customers, the ones with strong opinions and great product ideas Oracle Knowledge vastly expanded language and geography coverage, significantly increased performance, and reduced footprint with faster search response times, These improved efficiencies deliver increased productivity and lower operation costs.

20 Intent Guide Web | Mobile Self-Service Live Chat | Co-Browse Management Virtual Assistant Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Case Management Guided Resolution Cross-channel Service Collaboration Unified Desktop Agent Unified Mobile Agent App Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules Warranty Claim Processing Parts Inventory Availability Field force Route Planning Check-In Geo-Tracking Product Registration Service Estimates CTI Integration Product Inventory Sync Service Rep. Assignment Service Fieldforce Tracking Service Invoice Generation Franchise Support ERP Integration Document Scanning

21 Contact Center Experience Guided Resolution Cross-channel Service Collaboration Unified Desktop Agent Unified Mobile Agent App

22 Unified Desktop Agent Guided Resolution Collaboration Contact Center Experience Cross-channel Service Unified Mobile Agent App Cross-Channel Cloud Service is a comprehensive cross-channel solution, letting you seamlessly and consistently engage with your customer across every channel. Agent Desktop Cloud Service enables you to deliver superior customer experiences by unifying enterprise systems and guiding call center agents through business processes across channels Oracle RightNow Guided Assistance Cloud Service enables you to build guides that lead agents and consumers through a series of questions and answers to direct them to the help and information they desire Oracle RightNow Collaboration Cloud Service enables Service agents can work together to more quickly resolve issues and deliver a higher level of service. Deliver relevant, consistent answers for quick resolution over a rapidly growing number of mobile devices, Increase customer satisfaction and loyalty by providing customer support over mobile app.

23 Intent Guide Web | Mobile Self-Service Live Chat | Co-Browse Management Virtual Assistant Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Case Management Guided Resolution Cross-channel Service Collaboration Unified Desktop Agent Unified Mobile Agent App Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules Warranty Claim Processing Parts Inventory Availability Field force Route Planning Check-In Geo-Tracking Product Registration Service Estimates CTI Integration Product Inventory Sync Service Rep. Assignment Service Fieldforce Tracking Service Invoice Generation Franchise Support ERP Integration Document Scanning

24 Integrated Apps Knowledge Base Engage & Knowledge Base Customer Feedback Outreach Analytics

25 Knowledge Base Outreach Analytics Engage & Knowledge Base Customer Feedback Integrated Apps Actionable Voice of the Customer is a fully integrated, enterprise- class feedback management software solution that makes it easy for you to gather and act upon critical voice-of-the-customer insight in real time Get Knowledge Anywhere combines knowledge management software technology with social media collaboration for a consistent, superior customer experience. Outreach Cloud Service enables you to create proactive, relevant communications based on complete customer history. Powerful campaign management tools help you improve the quality of customer service Real-Time Actionable Insight that Enables Timely, Informed, and Effective Decisions. The Oracle RightNow App Builder products form a complete suite of tools for configuring, extending, and integrating customer experience applications on Oracle RightNow Cloud Service.

26 Intent Guide Web | Mobile Self-Service Live Chat | Co-Browse Management Virtual Assistant Engage & Knowledge Base Platform Service Cloud Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Case Management Guided Resolution Cross-channel Service Collaboration Unified Desktop Agent Unified Mobile Agent App Customer Feedback, Outreach, Analytics, Knowledge Base, Integrated Apps, Knowledge APIs, Experience Management, Extensibility & Integration, Hosting & Operations Social Experience Contact Center Experience Web Experience Consumer Electronics & Home Appliance Modules Warranty Claim Processing Parts Inventory Availability Field force Route Planning Check-In Geo-Tracking Product Registration Service Estimates CTI Integration Product Inventory Sync Service Rep. Assignment Service Fieldforce Tracking Service Invoice Generation Franchise Support ERP Integration Document Scanning

27 Consumer Electronics Modules Oracle Service Cloud

28 Consumer Electronics Modules Product Registration Customer Service Rep. Assignment Field force Route Planning Warranty Claim Processing Service Invoice Generation Service Estimates

29 Consumer Electronics Modules CTI Integration* ERP Integration Product Inventory Sync Parts Inventory Availability Check-In Geo-Tracking Document Scanning* 9 9 Service Franchise Mgmt. 8 8

30 Product Registration Consumer Electronics Modules Know your customers the day they start using your products.

31 1 – Customer 360 view 2- Bird’s eye view of past cases 3 – Create and manage new incidents Facilitates agents in creating and managing customer records and their cases. Customer 360 Consumer Electronics Modules

32 Service Rep. Assignment Automatic service center and resource assignment Automatically suggests best available technicians based on customer’s location and availability. Consumer Electronics Modules

Relatively free resource Packed resource 33 Field force Route Planning TSO 1 2 case(s) TSO 2 7 case(s) TSO 2 7 case(s) With real-time status of on the ground staff’s schedule, agents can allocate visits based on staff’s schedule and proximity to the customer. Consumer Electronics Modules

34 Warranty Claim Processing Thanks to tighter integration with your ERP systems, your agents can diagnose the warranty status of customer purchases with just a few clicks on the go. Consumer Electronics Modules

35 Service Estimates Calculator Your agents can provide the service estimates to your customers on the fly with the help of our price/quote estimates generator. Consumer Electronics Modules

36 Service Invoice Generation In-built module facilitates Price| Quote estimates, invoice generation and ERP integration with just a few clicks. Consumer Electronics Modules

37 Service Franchise Management Manage great customer experience across your sales n support franchise network. Auto-assign cases to the franchise service center closest to the customer. Consumer Electronics Modules

38 With custom built document scanning support, enterprises moving towards paperless environments can keep their legacy data intact. Document Scanning Consumer Electronics Modules

39 With native support for all major CTI clients like Avaya, CISCO and Cloud 5, managing customer calls priority and SLA rule implementation is more efficient than ever before. * May require 3 rd party license. CTI Integration* Oracle Service Cloud Consumer Electronics Modules

40 Seamless integration with other on-premise and cloud based ERP deployments including but not limited to Oracle e-Business Suite, JD Edwards and SAP. ERP Integration Oracle Service Cloud Consumer Electronics Modules

41 Product Catalog Management Your product catalogs can be imported easily to provide the most up to date information for your call center agents. Consumer Electronics Modules

42 Agents can quickly scan spare parts inventory items about their in-stock availability and price. Spare Parts Inventory Status Consumer Electronics Modules

43 *You will be required to purchase Ephlux’s field force mobile solution. Field force Check-In | Activity Geo-Tracking* Checked-in customers Yet to visit TSO 1 – Activity map Sep. 02, 2015 Managers and supervisors can monitor and geo-track the activities of the field force in near real-time environment with up to the minute accuracy. Consumer Electronics Modules

44 Modern Customer Service Experience for Consumer Electronics & Home Appliances Oracle Service Cloud