Oracle 11i Service Customer Care & Support Strategic Processes and Scenarios

1. Oracle 11i Service Customer Care & Support Strategic Processes and Scenarios Christy Carter - Deloitte Consulting Atlanta OAUG October 19, 2001

2. Discussion Topics • Brief Service Suite Overview • Benefits of Customer Care/Support module • Support Direct Shipment Process • Strategic Business Rules • Strategic Relationship Plans

3. Analytical Applications Business Applications CRM Foundation Interaction Channels eBusiness Foundation Call Center Intelligence Marketing Intelligence Sales Intelligence Customer Intelligence Marketing iStore Sales Online TeleSales iSupport Field Service Depot Repair Contracts Scheduler Collections iMarketing MES iPay Field Sales Sales Comp Customer Support Mobile Field Service Spares Mgt Service Contracts Universal Work Queue Resources Territories Assignment Engine Tasks Notes Calendar 1-on-1 Fulfillment Order Capture Product Catalog Interaction Blending Order Capture Call Center Telephony Manager Scripting Email Center Web Mobile Common Application Architecture & Schema eBusiness Platform eBusiness Platform Oracle CRM E-Business Suite

4. Oracle Service Automation Suite Customer Intelligence iSupport Depot Repair Contracts Customer Support Scheduler Service Contracts Field Service Spares Management Mobile Field Service(Laptop, Palm)

5. Customer Support Solution 11i Manage defects SuggestWeighted Resolutions Log/ view Support Request KnowledgeManagement Web/Email Defect Management iSupport Log / ResolveSupport Request VerifyCustomer Entitlement Contracts Support Order Capture Mobile CustomerCare Bill Customer CustomerIntelligence Installed Base Update Customer Profile Manage Customer Information Telephone Manage Installed Base

6. Order Serviceable Product Auto create contract / warranty Receive Customer Call Dispatch Request Auto create IB product Order part from Contact Center, if necessary Perform Visit Create Service Request Install Base Install Base Customer Master CRM Foundation Knowledge Base Item Master Svc Contracts CRM Foundation Svc Contracts 2 1 HR OM OM Shipping Inventory Inventory Oracle Service 11i Integration

7. Order part from field, if necessary Debrief field service request Capture parts cost Report Revenue Invoice for Contract Submit Charges Create Contract Customer Master Item Master Install Base Item Master 3 Pricing GL GL AR Inventory OM Pricing Inventory Inventory OM AR Oracle Service 11i Integration

8. Contact Center Features Fast and Easy Customer Information Management • Manage Customer Information • Create , View and Update Customer , Contact, Organization, Relationship, Address information. • 360 Degree View of the Customer • Customer Dashboard, Customer Profile, Relationship Plans • View Customer Interaction History • Multiple Channels of Interaction • Inbound Call, Email, Outbound Call etc • Single Interface for Management of Customer issues • Log Service Request, Assign Tasks, Dispatch engineers, etc.

9. Service Request Management Features Lifecycle Management of Service Requests • Multi-Channel logging of requests • Validation of Service Entitlements • Knowledge Management reduces rediscovery • Manage Work using Task Manager • Tight integration to Assignment, Escalation and Defect Management capabilities • Scripting enabled with Easy Script Authoring • Workflow enabled Status notifications • Multiple Notes and Note Types • Create RMAs, DeBriefs, Charges

10. Knowledge Management Features Provide Access to Information, not Silos of Data; Reduces Rediscovery • Accommodates Customer Specific Approaches • Symptom/ Cause/ Action, Problem/Solution • Various Search Results Displays • Times Used, Relevancy Scores, Solved/Unsolved • Reduces Rediscovery of Problems/ Solutions • Keyword and Natural Language Searches • Searched Knowledge Statements can be saved to the Service Request for future analysis • Easy Contribution to Knowledge Base • Linked to Task Management Process • Self Service Access to Customers via Oracle iSupport

11. Customer Support Direct Shipment

12. Service Request Screenshot

13. Knowledge Base Screenshot

14. Charges Screenshot

15. Contract Coverage Screenshot

16. Charges Decreased Screenshot

17. Order Created Screenshot

18. Benefits of Support Direct Shipment Process • Using the Knowledge Base decreases engineer time in the field • Order for parts can be placed against a contract • Order placed has direct link to Service Request for tracking • Any revenue generated is incurred by a Service organization rather than Sales group

19. Business Rules Monitor Features Ensures Customer Satisfaction with Proactive Notification of Risks • Define operational business rules for: • Service Requests • Tasks • Defects • Define Activity to raise awareness and enable swift action • Notification • Create Task • Create Escalation Document • Manage business rules monitor for optimal performance and detection

20. Business Rules Examples Excessive time to complete installation

21. Post-Installation Follow-Up

22. Customer Response - Time to Assign

23. Relationship Plans Relationship Plans enable companies to define and automatically execute their pro-active customer care procedures to better the customer relationship • Enhanced service quality • Increased satisfaction • Increased retention • Maximized profitability

24. Relationship Plans Examples • 20% decrease in customer’s contract volume per six months – alert contract manager to contact customer • 5 open service requests for a customer classified as critical – automatically escalate these requests • Excessive customer support as a percentage of total installed base items per customer – generate task for specialist, notify manager

25. Plan Header Screenshot

26. Plan Conditions Screenshot