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Inside-Out is out – The changing paradigm of CX in Manufacturing / Hi-Tech Organizations

Inside-Out is out – The changing paradigm of CX in Manufacturing / Hi-Tech Organizations. Sunil Nair Lead Consultant Infosys. Table of Contents. Customer Experience Success Factors. Evolution of Customer Experience. Oracle CX Portfolio & Infosys CX Solutions.

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Inside-Out is out – The changing paradigm of CX in Manufacturing / Hi-Tech Organizations

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  1. Inside-Out is out – The changing paradigm of CX in Manufacturing / Hi-Tech Organizations Sunil Nair Lead Consultant Infosys

  2. Table of Contents Customer Experience Success Factors Evolution of Customer Experience Oracle CX Portfolio & Infosys CX Solutions Illustrative Use Case & Case Studies

  3. Drivers for Unified Customer Experience 2 1 3 Evolving Technology Changing Customer Expectations CX Imperatives • Mobility • Internet of Things • Big Data Analytics • Movement to Zero Footprint/ Cloud • Ensure End to End coverage across customer touch points • Personalized offerings & promotions • Gather actionable insights • Improved User experience • Seamless integration across channels • Personalization, Convenience, Social • Business Imperatives • Higher customer satisfaction and increased Loyalty • Increased customer engagement and advocacy • Enhancing brand value through better real time insights and focused actions • Increased reach of brand(s) and expansion of customer base

  4. Evolution of Customer Experience Outside-In Approach – Customer Experience (CX) Inside-Out Approach Product Focused Service Focused– Customer Satisfaction (CRM) • Made to Stock Products • You buy what we make • Satisfied Customers • Build Sustainable Brands • Co-create and Co-Innovate • Loyal Customers • Repeat Business

  5. CX Success Factors

  6. Oracle CX Portfolio: Comprehensive Coverage InStore Contact Center Social Field Service Mobile Direct Sales Channel Sales Web Marketing Sales Commerce CPQ Service Social Oracle Sales Cloud Oracle Fusion Oracle Marketing Cloud Oracle CPQ Cloud Oracle Commerce Oracle Social Cloud Oracle Service Cloud

  7. Infosys CX Solutions and Extensions Business Consulting Services Technology extensions Integration Packs • Mobility Enablement • Pre Built Integrations with enterprise applications and other CX products • Business case for CX adoption • CX Process Consulting Domain Expertise Implementation accelerators Customer Experience Solution Accelerators • More than 18M Man hours of Domain Consulting experience across verticals • Methodology / Framework with templates and other tools • Ready to use pre-configured business processes Large project implementation experience and Organizational Capabilities

  8. Summary of Prebuilt CX Solutions

  9. Cross Chanel Service: Illustrative Use Case Customer Service Agent Field Service Engineer Customer Service Agent Customer Customer Customer

  10. Case Studies – Infosys CX Implementations

  11. Eloqua Marketing Automation for a leading Chemical Manufacturing Company Background/Objectives Infosys Solution Client Benefits • Leverage Eloqua for campaign development • Execute campaigns without technical know how of campaign development. • Reduce the work load of Marketers • Develop Reusable components in Eloqua for quicker implementation of campaigns • Maintain Brand theme across all campaigns developed • Infosys Solution – Setup MADC (Marketing Automation Development Center) • Focus Areas: • Campaign Development in Eloqua • Optimization of Eloqua campaigns for effectiveness • Analytics to generate business insights from the campaigns • Eloqua Campaign Accelerator • Reduced campaign creation duration by 40% • Response rates to campaigns increased by 5% quarter on quarter • Implemented and Launched more than 20 Campaigns in Eloqua in a duration of 5 Months • Executed campaigns of type – Trade Show, Product Launch, Sample Request etc.

  12. Product Configuration and Pricing for World’s Largest ATM Manufacturing Company Background/Objectives Infosys Solution Client Benefits • Application landscape: Oracle R12 integrated with multiple CPQ solutions across multiple geographies / businesses • Complex Product Architecture involving 3 Level of product hierarchy • No existing Middleware Solution in place. • Multiple Vendors and heterogeneous design teams. • Infosys will implement product configuration and pricing in Big Machines to handle complex requirements. • Building a SOA based interfaces using fusion middleware between Big Machines and eBS for Order management & contract management. • Faster Order handling & Order fulfilment for complex product with maximum order lines up to 50 lines. • Highly Scalable architecture with capacity to roll-out solution to around 20 locations in six months after go-live. • Best in class middleware architecture using SOA based integrations providing a scalable solution.

  13. Knowledge Management at a Global Information Technology Company Background/Objectives Infosys Solution Client Benefits • Global information technology company using distribution channels to offer range of solutions and services • Multi Locale, multi lingual Oracle Knowledge 8.5 implementation • Encountered multiple technical challenges in Oracle Knowledge Implementation • Infosys engaged in critical phase of the project lifecycle • Resolved KM process deficiencies in the Oracle Knowledge implementation. • 50 + critical defects resolved in a span of 2 months. • Resolved 15-20 process issues for optimum user experience. • Reporting solution • Locale wise breakup of the translations done in Oracle Knowledge • Built API to integrate Oracle Knowledge with custom web application for export/import of bulk articles and user creation

  14. Providing Sustainable Shopping Experience for Customers of World’s Leading Postal and Logistics Group Background/Objectives Infosys Solution Client Benefits • Remove redundant function blocks and offer continuous shopping experience to the customer. • Solution defined and implemented in a timeframe of 6 months with a peak Team Size of 25 people. • Requirement Management, architecture and design, implementation. • eBay integration. • Commerce application - a market place for the private customers, small and medium enterprises • Offers a sustainable shopping experience • Different shop systems for similar product types • Hindrance to the shopper experience in terms of product purchase and order management. • Improved user shopping experience • Reduced redundancy • Improved Sales • Wider choice of products available for the customer at a single website • Improved order management process due to consolidation of fulfillment channel

  15. Questions Share your feedback on this session via Twitter #InfosysAtOOW • Visit Infosys at booth # 1411, MosconeSouth

  16. Thank You

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