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Contact Center Showcase With Booker Software, Brother International and GE Appliances
Susie Boyer Director, Product Management Oracle Service Cloud April 26, 2017
Confidential – Oracle Internal/Restricted/Highly Restricted
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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.
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Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
• Jeff Campbell – IT CRM Program Manager
GE Appliances
Confidential – Oracle Internal/Restricted/Highly Restricted 4
• Brian Raboin – VP of Customer Experience
– Booker Software
• Jess Campbell – Project Coordinator
Brother International
Booker Oracle Service Cloud Transition
6
Who is Booker?
SaaS
For Local
Services
Business
77%
Merchant
Locations
58m
Total
Appointments
70%
Total
Transactions
10K $3.3b
Vision
To Make Running
and Growing a Small
Business Easier
What we aim to achieve
Half of SMBs survive at least 5 years, a third at least
10 years and a quarter stay in business 15 years or more.
What was the problem?
“How-To”
cases
77%
Cases per
month
2.8
Cases per
Customer per
month
70%
3mos NPS
July16 – Sept16
11.5K -25.4 75%
Why Oracle Service Cloud
AAQ
To Solve “How-
To” cases
77%
Best in Class
Reporting
Portal
Customer
Visibility
70%
True Omni-
Channel
#’s five9s
D 77% M 70% E O
Results
Deflection Rate
77%
Cases per
month
24% reduction
2.3
Cases per
Customer per
month
18% reduction
70%
3mos NPS
Dec16 – Feb17
8.7K -4.2 10%
Results
10%
Deflection Rate
77% 70% 3mos NPS
Dec16 – Feb17
-4.2
77%
February 2017
NPS
2.0% + 2.0%
Next
14
Brother International
Corporation
Jessica Campbell
Modern Customer Experience
Contact Center Showcase
Brother International Corporation
OSvC Deployment
Currently using Oracle® Service Cloud version May 16
Live deployment September 2015
1 instance, with 3 interfaces in the US and CA
Over 600 users, including 494 agents and support
specialists
Integrated with SAP®, our system of record for customer
master data
Voice, Chat, Email (AAQ and Techmail), Knowledge
Foundation, Social
OSvC Objectives
360゜View of the Customer
Cross-channel
Cross-platform (other Brother websites, orders, marketing preferences)
Voice of the Customer (VOC)
Improved Self-Service Offerings
Content Creation Capacity
Answer Feedback
Search Engine Optimization (SEO)
Business Efficiency
Process Improvements
More Consolidated Logging and Support Application
Improved Reporting
360 View of the Customer
Customer Support Evaluation
Voice of the Customer
Apr-15 May-15 Jun-15 Jul-15 Aug-15 Sep-15 Oct-15 Nov-15 Dec-15 Jan-16 Feb-16 Mar-16 Apr-16 May-16 Jun-16 Jul-16 Aug-16 Sep-16 Oct-16 Nov-16 Dec-16 Jan-17 Feb-17
Net Promoter Score Trends
OSvC Go-Live
Overall
Chat
Voice
Overall Trend
OSvC Objective Measures
360゜View of the Customer
Cross-Channel FCR
Overall Post-Transactional NPS increased by 71%
Improved Self-Service Offerings
Increased Answer create and update efficiency
Time Savings of more than 5417 hours, almost 226 days!
Business Efficiency
External applications necessary for our business processes reduced by 5
Replaced outdated Quality Evaluation System on an aging server requiring
Windows® XP machines to run.
Future OSvC Objectives
Improve the searchability of our answers for end users Requires CP widget improvements
Expose specific model searched on the Answer Details page
Improve the usability of our knowledge for agents Requires improved Smart Assist results
Open umbrella answer links in the console, rather than CP
Conduct more detailed analysis of VOC trends Requires Topic Monitoring and Smart Sense improvements
OSvC is a step back from SPSS Text Analytics capabilities
Refine reporting to meet our specific business needs Requires easier export of OSvC data
All Brother OSvC reports are custom reports
Expand social support to more customers
The End
Thank you.
Copyright and Trademark Notices
BROTHER, Brother product names, and service names are either a trademark or a registered trademark
of Brother Industries, Ltd.
Net Promoter, Net Promoter Score, and NPS are trademarks of Satmetrix Systems, Inc., Bain & Company,
Inc., and Fred Reichheld.
Oracle and Java are registered trademarks of Oracle and/or its affiliates.
project RUNWAY is a registered trademark of WEINSTEIN TELEVISION LLC.
SAP and other SAP products and services mentioned herein as well as their respective logos are
trademarks or registered trademarks of SAP SE (or an SAP affiliate company) in Germany and other
countries.
Windows® is a registered trademark of Microsoft Corporation.
GE APPLIANCES
CONTACT CENTER SHOWCASE
Jeff Campbell – IT Program Manager
Date of first usage: 2011
Number of instances: 2 (not counting test)
Number of interfaces: 8
CX Version: November 2016
CP Version: mix – some on 3.2, others on 2.0
Active staff accounts: 1700+
Incident volume: ~12 million/year
Modules used: CX Desktop, Chat, Customer Portal, Knowledge Foundation,
Engagement Engine, CTI, Workflows, Guided Assistance, Connect API suite,
External integrations
GE APPLIANCES OSC USAGE
PROJECT DETAILS:
• 2 year duration from inception to
stable platform.
• Launched in September 2016
simultaneously to users spread
across 3 geographic locations.
• Supported processes required by 9
different contact center teams.
DRIVING FACTORS:
• Legacy CRM application on out of
date infrastructure.
• Limited visibility of consumer
interactions.
• Large number manual processes.
• No automated consumer lookup.
CRM REPLACEMENT PROJECT
DEMO
1. Integrations to large number of
legacy applications through
custom objects/add-ins.
2. Heavy utilization of task objects
in conjunction with workflows to
accomplish activities.
3. Internal IT support team
augmented by 3rd party
engagements.
WHAT SETS US APART?
• Provides 360 degree visibility of consumer interactions.
• CTI integration provides substantially improved customer experience.
• New agent training duration reduced by 33%.
• 5% reduction in handle time and 12% improvement in CPH while capturing
30% more data per call.
• Eliminated several legacy applications substantially past end of life support.
• Eliminated external 3rd party survey process.
• Agents have enthusiastically embraced the new application.
PROJECT SUCCESS
• Expand Oracle Service Cloud usage to additional contact center teams.
• Deploy collaboration module to agents.
• Integrate with SMS provider.
• Incident/contact merge and de-duplication process.
• Enhance Customer Portal to support consumer self service/deflection.
• Direct integrations to ERP applications via API.
FUTURE PROJECTS
Copyright © 2017, Oracle and/or its affiliates. All rights reserved. |
• Jeff Campbell – IT CRM Program Manager
GE Appliances
Confidential – Oracle Internal/Restricted/Highly Restricted 34
• Brian Raboin – VP of Customer Experience
– Booker Software
• Jessica Campbell – Project Coordinator
Brother International
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