1. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Modern Customer Service [TGS8854] JP Saunders / Sr Dir Product Strategy Tim Kvanvig Life Sciences Industry Business Unit Oracle Service Cloud Sept, OOW 2014

2. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and 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. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

3. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Checking The Pulse On Life Sciences Oracle Confidential – Internal/Restricted/Highly Restricted3

4. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Your World Has Changed Forever 1980s1990s2000s2010s Empowered Customers Digital is Humanized Knowledge Everywhere Internet of Things Mobile as Primary Channel Cross-Channel Service WHAT’S NEXT Harder To Differentiate, Compete & Win Channels, Devices, Technologies & Behaviors

5. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | More Channels, More Choice, More Access 1 channel2 channels3 channels4 channels5 or more channels 25% of consumers use less than 3 channels 75% of consumers use 3 or more channels *Source: Ovum Most Customers Cross Many Channels

6. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | The Changes Just Take Longer Physicians doing their own research using the internet Companies are reducing direct sales in the field Mobile is now the preferred platform for physicians Companies are using private communities to build support groups and increase brand loyalty Oracle Confidential – Internal6 Life Sciences Isn't Isolated From The Change

7. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Recommending You To 1. Communicate both benefit and risk information on Internet/social media platforms “with character space limitation” 2. Correct independent third party misinformation about a firm’s products. In January 2014, FDA announced loosening social media controls Oracle Confidential – Internal/Restricted/Highly Restricted7 June 2014 1 st time FDA Formal Social Media Guidance http://www.lifescienceslegalupdate.com Life Sciences is the 3 rd largest industry conversation on the Social Web

8. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | They are willing and empowered to break tradition, and even break the rules to get the better experience they expect. ANYTIME ACCESS UNLIMITED DATA GLOBAL INFORMATION TRUSTED NETWORK ADVISORS Oracle Confidential – Internal/Restricted/Highly Restricted8 Customers / Patients Aren't Waiting For FDA Approval

9. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | What Your Customers/Patients Expect  Access on their terms  Consistent information  A clear path to an help  Know the facts about them  Don’t make them repeat  Access to their peers  Protect their privacy On Every Channel And Someone Will Deliver

10. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted10

11. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 80% of Life Science Organizations Not Engaging In Social Recruiting Patient Opinion Leaders on Social Media to educate, promote and identify opportunities to engage. 87% of Sales Conversations Lasting Less Than 2mins 75% of HCPs Own A Tablet Or Smart Phone Device Creating Mobile apps and social communities that allow them engage in sales directly with customers and patients online. 75% of Customers Using more than 3 Channels To Engage Leveraging Cloud to introduce and connect digital engagement channels that lower the effort to get to market faster and cheaper. Oracle Confidential – Internal/Restricted/Highly Restricted11 Your Competitors Are Pushing The Boundaries

12. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Grabbing The Opportunity To Personalize The Experience Decreasing Sedation Rates 1.Better Diagnosis Results 2.Improved Experiences 3.Reduced Cost

13. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Sources: Google “The New Multi-Screen World”, Ovum “Optimizing Customer Service in a Multi-Channel World”, Oracle CX Survey, 2013. Be Able To Change As Fast As Your Customers Do Solve Problems Differently of IT organizations say inflexible technology prevents them from adapting to business needs. How fast can you change? only 60% 29 % of your employees will recommend your company. Employees who deal directly with customers are the least engaged Are they empowered? of customers move between devices in the same day. 52% use 3 to 4 channels. Can you serve them? 98%

14. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Solutions Modernize Business Oracle Confidential – Internal/Restricted/Highly Restricted14

15. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Foundational Tools Oracle Cloud Infrastructure Oracle Cloud Infrastructure Oracle MDM, BI and Decisioning Tools Oracle Integration and BPM/SOA Tools Oracle Mobile, Portal and Content Tools ORACLE COMMERCE ORACLE SALES ORACLE MARKETING ORACLE SERVICE ORACLE SOCIAL The Oracle CX Portfolio Oracle CX Helps Businesses Become Modern 15

16. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |Oracle Confidential – Internal/Restricted/Highly Restricted16 Starting With Customer Service Oracle Service 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

17. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Cross Channel Contact Center Knowledge Management Web Customer Service Policy Automation ORACLE COMMERCE CLOUD ORACLE SALES CLOUD ORACLE MARKETING CLOUD ORACLE SERVICE CLOUD ORACLE SOCIAL CLOUD #1 Customer Service & Support Cloud Platform Field Service Service Cloud Platform

18. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Web Customer Service Web & Mobile Self-Service Virtual Assistant Social Self-Service Live Chat & Co-Browse Email Support Smart Engagement The Power of Customer Knowledge Self-Service for Facebook Connect and engage with your customers in the web’s largest community Community Create a community where customers can help each other Moderate and identify best answers Add ideation community spaces where customers can share ideas for new products & services

19. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Cross-Channel Contact Center Incident Management Guided Resolution Social Engagement Customer Engagement Analytics Telephony Control Unified Agent Desktop Mobile Desktop Proactive Social Customer Service Social Monitor Search the social web to find customers in search of answers Identify & escalate posts to be worked as cases Post a reply to quickly solve customer issues & avoid negative sentiment Monitor Twitter, Facebook, YouTube and any social site with an RSS feed Social Profile Understand customer interests Leverage social learnings and provide personalized service Social Collaboration Agent can collaborate across entire organization to establish expertise and solve issues faster

20. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Knowledge Management Content Authoring Search Guided Knowledge Knowledge Analytics Integrated to Oracle CX Knowledge APIs Author Once, Deploy Everywhere Authoring Workflow Adhere to KCS authoring principles Collaborate with peers to create content and track version history Ensure content consistency with templates and layouts Access & Security Control visibility to knowledge articles by public, private and group access Global Scale Author and manage content across multiple languages Publish content by brand or region

21. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Policy Automation Dynamic Interviews Rule Modeling Compliance Management Policy Lifecycle Integration Services Policy Analytics Personalize Your Customer Interactions Personalized Advice Provide precise advice tailored for each customer Collect customer data more accurately and efficiently Intelligent Interviews Build and pre-fill Interviews to only show relevant data and fields Cross Channel Consistency Ensure a consistent experience regardless of channel – self-service, call center, mobile, or in-person Personalized Explanations Provide documents that record and explain decisions

22. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Service Cloud Platform Application Platform Agent Experience Design Customer Experience Design Extensibility Integration Cloud Delivery Site & Operations Management Global Scale Mission-Critical Cloud Delivery Commercial CLOUDPCI Certified CLOUDGovernment CLOUDUS DoD CLOUD Secure Industry leading security compliance The only cloud solution operating inside the US Dept of Defense Reliable Mission critical reliability Carrier-grade hosting facilities Redundant Data redundancy & disaster recovery across multiple geographic locations No single points of failure for continuous availability

23. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | “Oracle Service Cloud has features which provide the capabilities for companies to achieve and maintain compliance with Part 11 in their systems.” – Kevin Foley, Sr. GxP Auditor, US Data Management Oracle Confidential – Internal23 * * USDM based guidance on Incident Thread integrity, same as HIPAA is positioned * *

24. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Can Help You On Your Journey With Modern Success Programs & Leading Technologies GET GOING GET BETTER GET AHEAD ORACLE ROADMAP TO MODERN TM BUSINESS VALUE REVIEWS SUCCESS MANAGEMENT SUCCESS PARTNERS CX ASSESSMENTS CX JOURNEY MAPPING ASK EXPERT WORKSHOPS WHITE BOARDING CHANNEL SURVEYS BUSINESS EVALUATIONS

25. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Come Join Me On Tuesday at 5:30pm And Discover How To Build Your Roadmap to Modern @OOW14 #CON10321 Moscone West - 3000 Or Visit The “Roadmap To Modern” Demo Booth

26. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 1. Define A Value Strategy Identify the most critical information that drives the highest value across the business 2. Mature Your Engagement Strategy Move away from silo thinking and initiatives and focus on the connectivity of channels, data and engagements. 3. Build Your Roadmap To Modern Determine the technology trends that will have the biggest impact on the industry and your organization. Identify the risk/reward/ investment and maturity approaches to their adoption. 4. Embrace Social Media Collaboration, listening, peer networking, private communities… So many ways to leverage Social 5. Innovate On Mobile Mobilize your workforce, Mobile enable your customers, mobile engage your patients. Differentiate your brand with the mobile experience. 6.Leverage Cloud From outsourced compliance costs, to introduction of new digital channels, Cloud SaaS, PaaS gives you a platform to take advantage of staying ahead of the technology curve. Oracle Confidential – Internal/Restricted/Highly Restricted26 Achieve A Better CX With Modern Life Sciences