Monday Aug 31, 2015

5 Ways to Measure the Success of your CPQ Project by Greg Swender

With any project, success will often be determined based on improvements to a set of operating metrics, or Key Performance Indicators (KPIs). Standard Six Sigma techniques will tell you to choose your KPIs carefully early in the project and measure each of them before the project is implemented. These metrics will give your project team and executive sponsors a clear view of how the process is operating in its current state. They will also enable you to quantify any improvements you’ve made.

CPQ applications (short for 'Configure, Price, Quote') help sales organizations operate more efficiently. CPQ applications, when implemented correctly, can have a transformational impact on how individuals sell, and can dramatically change how sales teams or channel partners interact with both customers and their internal sales support teams. Given the profound impact a CPQ solution can have on a company’s sales organization, ROI for successful implementations can often be measured in weeks or months after go-live, rather than years.

Sounds easy, right?...

[Read More]

Thursday Aug 27, 2015

Bigger Than Ever - Oracle’s Commerce Solutions at OpenWorld 2015

There are a lot of great reasons for Oracle Commerce customers to attend OpenWorld at the end of October including in-depth product updates, many customer success stories, hands-on labs, and networking events.  Attendees will walk away with a better understanding of how Oracle’s commerce solutions can help them stay competitive in today’s rapidly changing commerce market. 

What’s New and Different?

Meet Oracle Commerce CloudThe Newest Addition to Oracle’s CX Applications Portfolio – See demos, learn about the roadmap, and hear directly from our first customers leveraging this new product

Hands-on Labs – Attendees will see how they can quickly stand up an online storefront with Oracle Commerce Cloud

Interactive Customer Showcases in the CX Commerce Demo Zone featuring Oracle Commerce and Commerce Cloud Customers

All sessions and the demo zone for commerce will be located on 2nd floor of Moscone West in San Francisco.

Conference Sessions

Commerce attendees can explore best practices and share knowledge with over 20 commerce focused sessions including:

  • Roadmap and release updates
  • An in-depth look at Oracle Commerce Cloud
  • Thought-leadership sessions featuring Oracle Strategy Experts
  • Customer Panels featuring both Oracle Commerce and Commerce Cloud Customers
  • Experience Manager and Business Control Center Best Practice Sessions
  • Customer and Partner Case Studies
  • Take part in more than just commerce-focused sessions and explore all that CX Central @ OpenWorld has to offer
[Read More]

Latest Oracle Field Service Cloud Release: Improving the User Experience to Enhance Service

Delivering an exceptional customer experience is critical to the success of any organization. For organizations sending field service resources to customers' homes and businesses to deliver products or perform services, empowering those resources can help ensure a better experience for the end customer. Oracle Field Service Cloud's latest release includes product enhancements that help organizations empower their field resources and enhance their experience in using the solution. 

[Read More]

Tuesday Aug 25, 2015

Five Lessons Learned at CRM Evolution

Check out what Meg Bear, group vice president, Oracle Social Cloud experienced last week while attending the 2015 CRM Evolution conference in New York.  Read more here about how the customer experience, engagement, and service conversations are evolving as well as how customer service is becoming the new marketing!

Friday Aug 21, 2015

B2B e-Commerce Internationalization 101

Oracle partner RealDecoy talks about the complexities around doing e-commerce business internationally. If you have never deployed a new commerce site overseas, this post will help you think through the functional and technical considerations in how you handle different languages.[Read More]

Wednesday Aug 19, 2015

Webcast: Simplify Customer Interactions with Policy Automation

Increasingly, companies struggle to complete complex service requests, onboard customers, and comply with shifting regulations and internal policies. At the same time, there is an enormous opportunity for companies to drive down costs by empowering customers to self serve. 

Please join the Oracle Policy Automation Team – Timothy Doherty and Harriet Franklin – to learn how to empower your customers AND employees. And hear from Hanno Hesse about how Oracle Gold Partner Monad Solutions has empowered Oracle Customers! 

You'll discover how to:
  • Easily manage complex requests
  • Comply with shifting policies
  • Empower customers to self serve and dramatically reduce customer service costs
  • Drive revenue growth by matching prospects with the right products and services
  • Your Roadmap to Modern Customer Experience
  • Hands-on Demonstration
  • How to Learn More

Webcast Tuesday, August 25, 2015 10 am PT / 1 pm ET

3 Extra Holiday Readiness Tips From a 15 Year Veteran

Here are 3 tips to e-commerce holiday readiness. These tips are a complement and addition to the original 5 tips for maximizing success this holiday season article posted in 2013. [Read More]

Monday Aug 17, 2015

Latest Oracle Release Helps Brands Power Positive Social Service Experiences by Stephen Fioretti

Today more than one in three customers prefer to contact brands through social channels rather than by phone or email (Nielsen), and the distinction between social and traditional channels is eroding. To deliver the best possible customer experience across traditional and digital channels, customer care organizations need to provide a positive and unified experience where and when customers want, whether they are on Twitter, Facebook, peer to peer communities or other social networks. Through a connected and fluid customer experience across engagements, organizations can establish a competitive advantage!

Coming on the heels of Oracle’s recent Twitter-enriched social customer service solution announcement, the latest release of Oracle Service Cloud and Oracle Social Cloud continues to power that positive and differentiated customer experience.  The new functionality helps brands deliver competitive social service experiences, increase social engagement and gain valuable business insights along the way through:

New Community Self-Service Solution

  • A new approach to web self-service that brings community functionality directly into the core Oracle Service Cloud multi-channel web experience.
  • Customers no longer have to separately navigate self-service and community sites to find an answer; instead they can interact with formal knowledge (Knowledge Base) and customer knowledge (community answers) in a single experience.
  • Helps streamline the customer journey, enabling customers to quickly find answers, and driving efficiencies by reducing contact center requests.
  • Makes it easy for companies to launch and maintain a customer community as a native part of the web customer service solution.

Enhanced Social Service and Incident Routing

  • New workflow capabilities between Oracle Social Cloud and Oracle Service Cloud enable organizations to leverage the power of social insights and engagements.
  • Business users can now attach contextual attributes and notes from posts or incidents identified by Oracle Social Cloud directly to Oracle Service Cloud.
  • Helps improve service quality and efficiency by providing more customer information and context.
  • Enables business users to accurately route social posts to the best skilled agents by topic and improve resolution time as social posts are shared with the appropriate agents quickly.

Extended Social Listening and Analytics Capabilities to Private Data Sources

  • Enhanced connectivity between Oracle Social Cloud and Oracle Service Cloud has also extended social listening and analytics to enterprise private-data sources such as the new Community Self Service capability, survey data and chat and call logs.
  • Organizations can now listen and analyze unstructured data and gain insights with terms, themes, sentiment and customer metrics, and can view private and public data side by side in the Oracle Social Cloud Relationship Management dashboard.

Don’t just take our word regarding these exciting new social service developments.  According to Gartner, investment in Peer-to-Peer Communities drives support costs down and boosts profits. In fact, in a December 2014 Gartner research note, Nine CRM Projects to Do Right Now for Customer Service, “Gartner clients who are successful in this space are still seeing on average a 20% reduction in the creation of support tickets following the introduction of peer-to-peer communities,” wrote, Michael Maoz, Vice President, Distinguished Analyst, Gartner, “Clients are seeing other business benefits as well. By enabling community-based support, clients have been able to recognize new sales opportunities and increase existing customer satisfaction, resulting in increased revenue in several of these cases.”

For more information regarding Oracle Service Cloud and Oracle Social Cloud’s latest product announcement click here, check out this interesting VentureBeat article or visit us at CRM Evolution, August 17th-19th at the Marriott Marquis in New York City!

Thursday Aug 13, 2015

Co-browse Your Way to Faster Resolution and Higher Member Satisfaction

Picture it. You’re a customer care representative working for a large health care payer. You’re on the phone with an angry member as she’s trying to explain the trouble she’s having accessing her claims online. You want to help but you’re having difficulty understanding her issue without being able to see what she sees. And your situation is made tougher by having to flip through an inch-thick binder to find possible solutions or multiple knowledge bases!

With these limited support tools, it’s no wonder health care consumers are frustrated. Care representatives are equally frustrated because they aren’t empowered to deliver great service. The consequences: a 40% annual churn rate in members and an up to 50% turnover in support staff! 

Fortunately, co-browse can turn this situation around… 

Oracle Co-browse allows care representatives to see a member’s computer screen in real-time so they can guide her to the information she needs—whether that’s help with a claims issue, benefits question or application for enrollment. Co-browse ensures the care representative has an exact view of the member’s screen, adapting on the fly even as customers change their browser settings or resize the window. It also works on any mobile browser or device, and can even be added as a support feature within a company’s mobile app.

Regarding HIPAA compliance, Oracle Co-browse meets the strictest security standards by protecting sensitive data while still giving care representatives the information they need to resolve issues.

But don’t take our word for it; check out what Oracle Co-browse has done for our customers!

Health Care Payer Case Study
The largest health insurance network in the U.S. was facing high Average Handle Times (AHT) on website-related issues. It wanted to reduce handle time, and boost web self-service and member satisfaction. It leveraged Oracle Co-browse to accomplish these goals while ensuring the highest levels of data security.

By empowering care representatives to do co-browsing sessions, the network and its regional organizations:
  • Reduced call handle times by 85%
  • Increased member satisfaction and loyalty
  • Maintained strict data security while co-browsing across its own and external websites

To find out the top ten benefits co-browse can drive for your organization, please click here
To learn more about the unique capabilities only Oracle Co-browse provides, please click here.

Leveraging field service management software to reclaim customer loyalty: Three tips for insurance providers

Insurance companies are increasing their technology spend to retain current customers and curb the cost of attracting new ones. Is staying with one insurance company for 30 years a thing of the past? Or is field service management software about to usher in a new golden age of customer loyalty?

Pay attention to online or television advertising long enough and you’ll likely see an ad for car insurance, urging you to switch providers to save hundreds of dollars. Regardless of the veracity of these claims (and what you may be giving up in coverage to attain the savings advertised), it’s clear that switching insurance companies is meant to be quick, relatively painless and…just something people do these days.

Insurance providers, however, would rather hold on to the customers they have than spend money to win new ones. And spend they do – it can cost anywhere from $150 to $500 to acquire a new customer, and there’s no guarantee how long that customer will stick around.

Insurance companies can go a long way toward building customer loyalty by providing fast, attentive and convenient service. The challenge is that insurance services are usually rendered when customers are already unhappy or even traumatized. Waiting on field adjusters, having to explain the situation multiple times and delayed settlement checks are all prime motivations for moving on to a new insurance provider. Therefore, focusing on the last mile of the customer experience – that all-important face-to-face meeting – is most likely to yield the biggest rewards to both the insured and the insurance provider.

Here are three ways field service management technology can impact the customer experience while alleviating some of insurance companies’ common challenges:

Strive for customer satisfaction – even when customers are unhappy
It’s an unavoidable fact: no one actually wants to actually use insurance. By the time a call is placed to file a claim, the insured has already suffered property damage or worse; now is not the time to fumble the ball. With field service management technology, you can offer shorter customer service windows and deliver on them consistently. Give your customers options during the claims process – for instance, whether they’d prefer a field adjuster visit them at home or work, or if they’d rather schedule an appointment at an approved repair shop – and focus on building lasting, loyal customer relationships through personalized engagements.

Realized efficiency and reduce time in process (TIP)
One of the primary concerns for insurance providers is the ability to reduce the time between the first notice of loss and claim resolution. Offering turnaround times of 24 hours or fewer is not unheard of, and some companies even strive to settle minor claims right at the scene of the loss. Maximizing field productivity is key to achieving these ambitious goals. By maintaining visibility over the field, insurance providers can make sure their adjusters are more responsive. In a slightly different scenario, providers could use field service management software to offer customers appointments at approved shops and repair depots – eliminating wait windows entirely and putting control directly in the hands of the end user.

Use technology to transform the claims process and provide a seamless experience for customers and employees
Imagine folding field service into the modern claims management process and bridging the gap between these critical systems to provide a seamless, end-to-end experience. Oracle Field Service Cloud gives both customers and insurance providers the modern technology to make this happen, from integration of disparate systems and protocols to self-service tools for the insured. A modern field service management solution can also set the stage for the next wave of new technology that will continue to transform the industry.


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