Wednesday Jan 16, 2013

J&P Cycles Customers are on the Road to Enjoy their Experience

J&P Cycles, founded over 30 years ago, is the world's largest retailer of aftermarket parts and accessories for motorcycles. J&P serves not only a large customer base, but one that has a diverse range of knowledge, from novice to expert on the wide variety of products offered. Rich Brecht, Director of Contact Center and Retail Operations at J&P Cycles, told me I could build a working motorcycle from scratch, using the parts available at J&P. Of course, Rich has never seen me turn a wrench or do anything handy, so he might retract that statement! 

J&P Cycles has always been focused on providing a great customer experience to grow customer satisfaction and loyalty. However, as they grew and started serving customers beyond the traditional call center, e.g., email, Facebook, chat, etc., J&P Cycles was challenged to provide a consistent experience and distribute knowledge regardless of the interaction's origin.

This video tells some of their story with Oracle's RightNow Service Cloud and how Brecht highlights: "We've been able to establish consistency in message. Whether they're getting an answer through our Facebook page, whether they're sending us an email directly or chatting with one of our representatives or if they're in the retail space and talking to someone, we've been able to drive consistency in process throughout the organization."

For more information on Customer Experience, visit www.oracle.com/cx.

Comcast and Oracle Share Best Practices On Knowledge Management

Exceptional customer service has become a key differentiator that can help organizations improve customer satisfaction and loyalty and drive financial success. To excel, organizations must provide customers relevant and accurate answers quickly across any channel of interaction. Hear firsthand how Comcast is driving innovation through Oracle Knowledge Management solutions resulting in:

  • Improved Customer Satisfaction: Provide consistent and relevant answers and support across multiple agents and channels
  • Increased Self-Service: Empower "tomorrow's customer" with more options to self-service by extending agent capabilities to customers
  • Reduced Repeats & Avoidable Truck Rolls: Enable best-practice troubleshooting
  • Increased Visibility to the Agent & Customer Experience: Expose real-time and historical analytics to "shine a light on" the agent and customer experience

Register here to attend this webcast on January 23, 2013 at 1:00-2:00 p.m. Eastern. Speakers:
- Jeri Shelton, Director, Customer Experience Engineering, Comcast
- Ashish Joshi, Senior Director, Product Management, Oracle
- Nina Patel, Director, Knowledge Solutions Strategy, Oracle

Monday Dec 31, 2012

Cloud Chat Solutions Enhance Service and Cut Support Costs

Customers demand personalized service. With margins thinner than ever, how can you provide it in a cost-effective way? The answer is ‘Chat.’

Not chat as in people milling about the water cooler. But Live Chat, the newest customer service channel, whose use has doubled in the past few years and whose customer satisfaction score is the highest of all online channels.

Chat sessions enable customer service agents to provide real-time, personalized answers to several customers at once, increasing contact center responsiveness and efficiency while decreasing costs. Here are some results from Oracle RightNow Chat Cloud Service customers:

  • Inc. 500 Retailer ideeliChat enables Ideeli agents to respond to customers within 15 seconds. Faster response times have increased ideeli’s Net Promoter Score and conversion rates while reducing its costs through email deflection and greater efficiency. Chat now accounts for 50% of its customer interactions and is becoming its most popular channel.
  • Financial Services Leader Jackson Hewitt—Chat enables Jackson Hewitt to provide real-time support to both tax preparers and end customers, increasing their satisfaction while improving support efficiency with agents handling multiple chat sessions simultaneously. Chat, along with the knowledge base, has reduced calls by 40%, lowering Jackson Hewitt’s support costs.
  • High Technology Innovator XactwareChat enables Xactware to handle higher support volume without added headcount, despite rapid customer growth. With 75% of inquiries coming through chat, including mobile chat, Xactware has generated significant savings while beating its service level KPIs by as much as 80%.

Using Oracle RightNow Chat Cloud Service, these companies have improved customer service and operational efficiency at the same time, paving the way for sustainable growth and profits.

Join us at an Oracle CloudWorld event near you to learn how Chat, and our other Cloud Customer Service and Support solutions, can help you deliver exceptional customer service experiences. To sign up, please visit our registration page.

To learn more about Oracle RightNow Chat Cloud Service, please visit our website or contact us at (866) 630-7669. You can also see an overview of Oracle RightNow Chat Cloud Service on YouTube.

Tuesday Dec 18, 2012

The Boston Globe Delivers Higher Satisfaction and Efficiency with Omni-Channel Support

The Boston GlobeUnify customer interactions. Improve customer satisfaction. Increase agent efficiency. Better informed business decisions.

These sound like a good set of goals for any business. Actually implementing processes to affect all of these is not necessarily easy for every business. On top of the normal challenges, throw in a rapidly changing industry and the challenge sounds daunting.

But that's exactly what The Boston Globe took on, and customers are benefiting from a much improved experience.

“We feel like we hit the bull’s eye with finding the right solution to support the growing digital environment,” said Robert Saurer, The Boston Globe's director of customer care and marketing.

Oracle's RightNow CX solutions helped The Boston Globe to manage approximately 60,000 calls each month and respond to 5,000 monthly e-mails. More importantly, Web self-service rates are exploding and the online subscriber's most preferred support channel is chat. And what about social? The Boston Globe customer support team offers the same great level of support on their Facebook page and is monitoring Twitter and YouTube too!

Read the full Customer Experience success story on The Boston Globe here.

Tuesday Dec 11, 2012

NBC Sports Chooses Oracle for Social Relationship Management

NBC Sports wanted to engage fans, grow their audience, and give their advertising customers more value. They wanted to use social media to accomplish this.

NBC Sports recognized that sports in inherently social. When you watch a game at the stadium or at home, you’re chatting with the people around you, commenting on plays, and celebrating together after each score. NBC Sports wanted to deliver this same social experience via social media channels.

NBC Sports used Oracle Social Relationship Management (SRM) to create an online sporting community on Facebook. Fans can watch sporting events live on NBC television while participating in fan commentary about the event on Facebook. The online fan community is extremely engaged – much like fans in a sporting stadium would be during a game. NBC Sports also pose sporting questions, provide sporting news, and tie-in special promotions with their advertisers to their fans via Facebook.

Since implementing their social strategy, NBC Sports has seen their fans become more engaged, their television audience grow, and their advertisers happier with new social offerings.

To see how Oracle Social Relationship Management can help create better customer experiences for your company, contact Oracle here.


Watch NBC Sports Video: Mark Lazarus, Chairman, NBC Sports Group, describes how Oracle Cloud’s SRM tools helped the broadcaster engage with their fans on social media channels.

Watch Thomas Kurian Keynote: Thomas Kurian, Executive Vice President of Product Development, Oracle, describes Oracle’s Cloud platform and application strategy, how it is transforming business management, and delivering great customer experiences here.

Thursday Nov 15, 2012

Improved Customer Experience, but at what Cost?

We can all probably agree that improving your customers' experience is a good thing. But a key question many people are asking is will it help your organization and, in particular, what are the financial benefits?

That's a good question, especially when companies ARE experiencing phenomenal return on investment (ROI). Of course, there are many factors that impact ROI or other measures of success, but we'd like to share some success stories as examples of customer experience in action and delivering positive results. If you would like to learn more about the economics of customer experience, see Brian Curran's presentation at the Oracle Customer Experience Summit last month.

In this series of blog posts, we'll share actual customer stories. Today's example is Dell, which uses Oracle Real-Time Decisions (RTD) and Siebel CRM as part of their customer experience portfolio to better understand their customers' needs and wants and provide consistent interactions. Regular readers of this blog are probably familiar with Siebel, but RTD may be new to many of you. RTD is a complete decision management solution that delivers real-time decisions and recommendations and automatically renders decisions within a business process to create tailored messaging for every customer interaction.

What does that mean? In the video below, Dell describes how customer experience is important not just for one interaction channel, but across all "vehicles." RTD is helping Dell understand customer behavior and communicate with the customer in a more relevant manner, across all communication  or interaction channels including sales and service call centers, email marketing and online.

Dell continues to expand use of RTD because the benefits are showing up in sales, service and marketing results including 19% increase in close rates,
faster issue resolution and 40% improvement in revenue per click in email marketing. Video link

Click here, to learn more about Oracle Customer Experience and stay tuned for more customer spotlights.

Friday Nov 09, 2012

How Social Is Your Contact Center?

More than 75% of consumers have complained on a social site after a poor customer experience. Yet, 70% of companies have little understanding of the social media conversations about their brand. To deliver upon your brand promise, retain customers, and increase their lifetime value, you must deliver great customer experiences across social, mobile, phone, and chat channels. Siloed channels produce poor customer experiences. Social channels must integrate with the people, processes, technology, and traditional channels used to satisfy customers.

The more effective a company’s social marketing, the greater the demand for effective social service. However, service is not a job for social marketers. It is a job for service specialists, focused on KPIs such as response time, first contact resolution, satisfaction, churn, retention, and customer lifetime value.

Most social-enabled contact centers are at the early adopter stage, attempting to “bolt on” social media as a side process. Many are experiencing inconsistent customer experiences, higher costs, and negligible return on investments. Service leaders should consider carefully how to integrate social channels with their current customer service and support people, processes, technology, and channels.

Here is one company realizing success: the pre-integrated Oracle RightNow Social Experience “empowers our contact center operations by enabling our agents to join customer conversations that are happening on social sites like Twitter and Facebook and integrate those conversations into our overall multichannel customer engagement processes.” — Lisa Larson, Drugstore.com

Wednesday Sep 19, 2012

Customer Experience Metrics That Matter Most

When customers contact your company, they don't ask to be deflected or handled or converted. They want to be satisfied.

To improve the customer experience, you need more than traditional measures such as deflection rates, handling times, and conversion rates. In this new Oracle AppCast podcast, tune in to this conversation with me about customer experience metrics that you can use to grow your business.

Would you like to learn more? Please join us at the one of a kind Customer Experience Summit at the Oracle OpenWorld Conference, October 3-5 in San Francisco.

Thursday Jul 26, 2012

Siebel Upgrade Lifts McKesson's Sales Efficiency and Performance

McKesson Corporation, currently ranked 14th on the FORTUNE 500, is a healthcare services and information technology company dedicated to making the business of healthcare run better. McKesson partners with payers, hospitals, physician offices, pharmacies, pharmaceutical companies and others across the spectrum of care to build healthier organizations that deliver better care to patients in every setting. McKesson helps its customers improve their financial, operational, and clinical performance with solutions that include pharmaceutical and medical-surgical supply management, healthcare information technology, and business and clinical services.

In the video below, McKesson discusses how they completed a quick, complex upgrade from Siebel 7.8 to 8.1, which resulted in improved performance and increased efficiency in sales and business development.

Thanks to Tony and Sreeman for sharing this success story! To learn about Siebel and other Oracle CRM solutions, please click here

Thursday Jun 21, 2012

Banco Espírito Santo Increases Sales Campaign Success Rate with Siebel CRM

Banco Espírito Santo (BES), founded in 1869, is the second-largest private financial institution in Portugal with a 20.3% domestic market share, 2.1 million customers, and more than 700 in-country branches. It also has a strong international presence with operations in 23 countries and four continents.

With strong growth in its major markets, BES needed a modern, cost-effective, scalable, and reliable customer relationship management (CRM) solution for its retail operations. The bank wanted to optimize client relationship management and integrate all customer touch points and service channels to improve the success of its sales and marketing initiatives.

BES implemented the same CRM solution as many other leading banks: Oracle's Siebel CRM.

With Siebel CRM 8.1 and other Oracle solutions, BES significantly increased sales of its new financial products across all channels by up to 25%, and it expects to increase annual revenue by up US$4 million annually. It also improved the success rate of bank branch sales, marketing, and lead generation campaigns by nearly 10%.

“We are very happy with Oracle’s Siebel CRM applications. We already knew that this was the best solution available, but it has surpassed our best expectations,” said João Manaças, Customer Relationship Management Manager, Personal Marketing Department, Banco Espírito Santo.

Click here to learn more about BES's use of Siebel CRM.

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