Customer Experience @ Mahindra & Mahindra ORACLE TEAM 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. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 2 Program Agenda 1 Customer Experience 2 Examples : Oracle CX @ Auto Customers 3 Next Steps Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | 3 Customer Experience is the most crucial element for any business to become successful *Source: Harris Interactive, Customer Experience Impact Report 2009-2011 Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 5 The Customer Journey Has Become More Complex Customers want a seamless cross-channel customer experience Research Web Shop Purchase Pickup Use Order Online Comparison Site Order Online Chat Contact Center Call for Info / complaints / concerns Change Order Visit Retail Store In-Store Catalog Mobile Pickup Local Store Browse Web Search Recommend Email Order Confirm w/Rec Email Social Look for recommendations (Facebook, other) Read Reviews Tweet About Purchase Experience Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Ask for Help, Return?, Recipe, Club? Oracle Customer Experience Portfolio Social In Store Mobile Contact Center Field Service Direct Sales Web M A RKE T ING SALES Oracle Marketing Cloud Oracle Sales Cloud Oracle Cloud Infrastructure and Platform Services CCCPQ PPQQ C O M M E RC E Oracle Oracle Configure, Commerce Price & Quote Integrated Customer Experience Foundation Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools S E RV IC E S O C IA L Oracle Service Cloud Oracle Social Cloud Oracle Integration and BPM/SOA Tools Customer Experience Foundation Deployed modularly for discrete Complete portfolio of best-of-breed solutions to deliver better customer experiences Channel Sales business problems or as a suite of applications to address touch points across the customer lifecycle Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Open and standards based, enabling extension and integration with existing and third party solutions Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Empower Customers to Help Themselves Web Customer Service Self Service • FAQ Knowledge Management • Guided Assistance • Incident Management • Billing Management • Policy Automation Community Support Email Management Chat / Co-Browse Virtual Assistant Customer Portal Knowledge Management Smart Assistant Guided Assistant Incident Management Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | General Motors THE COMPANY THE SOLUTION   Oracle Knowledge One of the world’s leading car manufacturers with a comprehensive range of vehicles across multiple brands.  158 facilities across 6 continents  50 languages across 23 time zones  Revenue: US$ 150,28 billion (2011)  Employees world wide: 202,000 (2012)  Oracle Knowledge Self-Service Automotive industry supporting customer & dealer networks THE BENEFITS  Put customer service as its priority  Supporting thousands of CC agents, dealers and self-service initiatives with a single platform  Implement a global multi-lingual standard to deliver answers to call centers and dealer portals  Incorporate complex data sources in KM, accessible through search  Improve time to drive consistent information out to the networks specific to their locale and language requirements  Decrease escalations THE AMBITION  Expand the creation of knowledge Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Knowledge In Action Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | AnswerFlow – Guided Navigation Enhanced Answer Delivery Launch a guided troubleshooting task Diagnose the problem Recommend Solution Launch escalation process Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Service Cloud Web Customer Service • • • • • • Web Self Service Social Self Service Email Support Live Chat Virtual Assistant Smart Engagement Cross Channel Contact Center • • • • • • Case Management Guided Resolution Customer Engagement Social Contact Center Agent Mobility Unified Agent Desktop Knowledge Management • • • • • • Content Authoring Semantic Search Guided Knowledge Knowledge Analytics Integrated Apps Knowledge APIs Policy Automation • • • • • • Dynamic Interviews Compliance Management Rule Modeling Policy Lifecycle Policy Analytics Determination Services Service Cloud Platform • Experience Management • Extensibility & Integration • Hosting & Operations Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Modern Marketing Smarter Selling Social Relationship Management Social - Marketing-Sales : Integrated Demo (3 min) Oracle Social Relationship Management Be Engaging Be Insightful Be Present Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Social Engagement and Monitoring Engage on what is important to your consumers Capture Content Collection and Consolidation Monitor Topic Setup and Insight Discovery Engage Respond and Route Social:  300M unique authors  400K new authors/day  15M posts/day Raw Noise to Pure Signal Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Analyze Key Performance Indicator Dashboards Social Marketing Build and Grow Brand Presence on Social Media Build Socially-Enabled Content Landing Pages Publish Broadcast on Social Networks Moderate Monitor and Respond Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Measure Integrated Analytics to Measure Effectiveness It’s time to flip the model. Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Marketing Orchestration Individualized Experiences. Over Time. Across Channels. Send SMS or Push Message Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Sales Cloud Complete, Next-Generation Sales Solution Customer Master Territory Management Mobile &Social Partner Relationship Management Sales Prediction Leads and Opportunities Forecasting Quota & Compensation Management Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle CPQ Cloud Single Integrated Solution with Sales Management Workflow Approvals Proposal Generator Route orders for review & approval, ensure 100% accuracy and eliminate approval bottlenecks with automated workflow Create, customize and brand proposals for sales reps, channel partners or sales channels, and customers Pricing and Quoting Ensure consistent application of pricing and discounting rules, and automatically generate customer-friendly quotes in multiple formats Product Configurator Ensure 100% accurate quotes and orders and eliminate data entry errors Guided Selling Price & Quote Present & Propose Select & Configure Order & Fulfill Channel Management Standardize and enhance the sales process for channel partners, VARs and distributors Contract Execution Automate contracts, route contracts for approvals and signatures, store contracts with accounts or opportunities and analyze trends Report & Analyze Order Execution Guide users to the optimal products and options based on customer needs with guided selling functionality Eliminate manual and repeated data entry into multiple systems Reporting Improve quote management, forecasting, and product management with better information and insights Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | is about delivering Modern, Dynamic and Personalized experiences at scale Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted Balance Automation and Manual Control SPRING 40% off Winter Styles Ratings Price Brand Automate Color Size Content On Sale 24 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Manual Content Content Proprietary and Confidential Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Experience Optimization & Control Drives Business Results STRATEGY Dynamic merchandising • Rule-driven • Configured by business user • Based on sub-set of content returned Always relevant • Relevant to actions at that moment • Most effective method when intent is known ANALYTICS IMPACT GUIDED NAVIGATION Conversion Rate • Top seller VERTICAL SPOTLIGHT • Top rated • Buyer guides • Videos – “How to” Order value • Cross-sell • Up-sell 25 Copyright © 2014, Oracle and/or its affiliates. All rights reserved. Proprietary and Confidential • High margin Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Customer Experience Portfolio Social In Store Mobile Contact Center Field Service Direct Sales Web M A RKE T ING SALES Oracle Marketing Cloud Oracle Sales Cloud Oracle Cloud Infrastructure and Platform Services CCCPQ PPQQ C O M M E RC E Oracle Oracle Configure, Commerce Price & Quote Integrated Customer Experience Foundation Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools S E RV IC E S O C IA L Oracle Service Cloud Oracle Social Cloud Oracle Integration and BPM/SOA Tools Customer Experience Foundation Deployed modularly for discrete Complete portfolio of best-of-breed solutions to deliver better customer experiences Channel Sales business problems or as a suite of applications to address touch points across the customer lifecycle Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Open and standards based, enabling extension and integration with existing and third party solutions Oracle CX Cloud Integrated Portfolio Social Cloud Social Network Integrated Social Campaigns & Leads from Social Conversations about Sales Topics Sales Cloud Marketing Cloud Integrated Marketing Campaigns & Leads Data Cloud Service Cloud Visibility to Opportunities, Incidents, Service Requests ERP Customer Master Quote Shared Clean Customer Data Configure, Price, Quote Social Data and Insight Service Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Opportunity to Quote and Order Fulfillment Next Steps Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Fast and Easy Extensibility Extend Oracle Cloud Applications using Platform-as-a-Service (PAAS) Database Services  Storage  Data import Java Services  Logic and business rules  Customizations  UI modifications  Custom apps  Standards based  Full power of J2EE Developer Services  Source code management  Build and deployment tools  Web service repository (OER) Social Network  Embedded conversations  Expose social objects  Social APIs Document Services  Document collaboration  Offline syncing  Web, mobile, desktop integrations Analytics Services  BI  Dashboards  Reporting Oracle Sales Cloud  Declarative language for sales objects  Application Composer  Mobile applications  Lifecycle tools Common Infrastructure Services to Extend Sales Cloud • • • • Sales Cloud Extensibility is leveraged throughout PaaS Develop your applications once and tailor the UI to web, tablet or mobile Built on industry standards SQL, Java, HTML5 and Web Platform Services can stand alone or work together Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |  Common User Model  Single Sign-on  Identity Management  Governance CRM & Dealer Management Solution 360 degree view to dealer and OEM Dealers DMS OEM CRM Business Areas Pre-sales Sales Service Parts & Inventory Marketing Back office Showroom Customer Order Order Capture Mgmt Vehicle History Parts Planning Customer Segmentation Financials Lead Management Vehicle Allocation (Retail) Service Appt, Job card/ RO Parts ordering / Inventory Targeted Communication HRMS Contact & Enquiry Mgmt Retail Invoice & Payments Warranty & Clains Issuing Parts to Workshop Campaign and Offer Mgmt. Proforma Invoice/ Quotes Insurance, RTO, Finance Invoice & Payments Spare Parts Claim Upsell/ Cross Sell Feedback and CSS Feedback and CSS OTC Part Sales Surveys and Feedback Sales Analytics Sales Analytics Service Analytics Sales /Service Analytics Marketing Analytics 360 degree view of customer base Insurance Feedback & CSS Parts Order Management Define Mktg. Campaigns Vehicle Finance Sales Pipeline Mgmt Retail Orders and Inventory Warranty Claims Part Sales and Inventory Market Segmentation OEM Finance Systems Vehicle Orders, Inventory Feedback and CSS Campaign and Offer Mgmt. OEM ERP/SCM Sales Analytics Sales Analytics Service Analytics Sales/ Service Analytics Marketing Analytics Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |