Tuesday Feb 26, 2013

Crafting the Cross-Channel Experience For Communications

What Communications Service Provider (CSP) is not being challenged these days?  Customers demand more and more from their network and expect to be dazzled at every moment.  Customers are tempted by rich video content, social networking, and a plethora of apps.  Social networks can mean customers are even more likely to stray to a competitor or publicly speak about brands that fail to live up to their expectations.  Nurturing brand consistency across a variety of channels is essential for forward-thinking operators as they look to build lasting relationships with customers and avoid churn.

Leading CSPs are benefiting from this changing landscape and social movement by using monitoring tools that listen to social conversations around their brands, and deflect customer interactions from assisted channels to unassisted channels as part of a drive to lower costs to serve subscribers.   That’s why getting buy-in from these customers across social channels is vital for CSPs moving forward. It involves instant returns when done correctly and allows operators to offer promotions and bundles to a wider audience. Being able to support and leverage the interest of consumers and use social knowledge  as an enabler will win CSPs fans and allow them to gain market share in the process—and that is good for business.  Read more.

Interested in the latest on Communications Customer Experience?

Want to begin the journey - read more about Oracle’s Communications Customer Experience.

Wednesday Nov 21, 2012

Constituent Experience Counts In Public Sector

Businesses and government organizations are operating in an era of the empowered customer where service  and communication channels are challenged every day.  Consumers in the private sector have high expectations from purchasing gifts online, reading reviews on social sites, and expecting the companies they do business with to know and reward them.   In the Public Sector, constituents also expect government organizations to provide consistent and timely service across agencies and touch points.  Examples include requesting critical city services, applying for social assistance or reviewing insurance plans for a health insurance exchange. If an individual does not receive the services they need at the right time and place, it can create a dire situation – involving housing, food or healthcare assistance. Government organizations need to deliver a fast, reliable and personalized experience to constituents. Look at a few recent statistics from a Government focused survey:

  • How do you define good customer service? 70 % improved services, 48% shortest time to provide information, 44% shortest time to resolve complaints
  • What are ways/opportunities to improve customer service? 69% increased collaboration across agencies and 41% increased customer service channels
  • Are you using data collected to make informed decisions to improve customer service efforts? 39% data collection is limited, not used to improve decision making

Click here to see more survey highlights.  Source: Re-Imagining Customer Service in Government, 2012

Would you like to get started – read Eight Steps to great constituent experiences for government.

Tuesday Jul 10, 2012

Communications: Customer Experience

Imagine, what would a totally new customer experience look like in Communications?

Could a customer research comments from social networks, buy online and be geo directed to a nearby store to pick up the device?  Could the customer be contacted proactively that he is approaching a data threshold for a smart phone and be offered value added options to manage usage? Could the customer upgrade video features interactively and leverage loyalty points for payment? Watch this short Communications Customer Experience story to see how these these challenges are met and exceeded.  

Learn about the Oracle Customer Experience and Oracle Communications.

Tuesday Feb 28, 2012

Consumer Goods Companies Are Increasingly Going Direct to Consumers


Economist Intelligence Unit Survey Reveals Consumer Goods Companies are Experimenting More with Mobile and Social Media to Engage with and Sell Directly to Consumers

A recent study conducted by the Economist Intelligence Unit (EIU) and sponsored by Oracle Consumer Goods found that Consumer Goods (CG) companies are increasingly experimenting with new ways to establish and enhance direct, two-way relationships with consumers.

The report found that the use of social and mobile channels are increasingly helping CG companies become more comfortable with the direct-to-consumer selling model, with the number of companies selling products directly to consumers expected to increase from 24 percent to 41 percent over the next 12 months. In addition, 74 percent of CEO-level respondents say social media is a priority for increasing loyalty over the next 12 months.

Despite the growing social and mobile marketing trend, survey respondents and other CG executives see their nascent e-commerce efforts as complementary to, not competing with, existing retail channels, but are committed to expanding their direct-to-consumer strategies. A full copy of the results is available here: “New Directions: Consumer Goods Companies Hone a Cross-Channel Approach to Consumer Marketing” report

Read more perspectives about the study from Brandchannel and Oracle.

Tuesday Feb 14, 2012

Best-in-Class Citizen Service for Government Agencies

In today's economic and social climate, government agencies face a challenging road to balance demands for quality services with pressure to demonstrate cost efficiencies. With Oracle's newly released Siebel Public Sector 8.2.2 government can now provide world-class citizen service for Constituent Services, Justice and Public Safety and Social Services.

Register now to get inside access to the new Oracle CRM Public Sector Innovation Portal and learn how Oracle's latest innovations for Public Sector will help you:

  • Achieve a comprehensive view of citizens across all programs and agencies
  • Provide comprehensive, citizen-center case management
  • Streamline policy automation and eligibility determination

View the new portal with the latest from product management, demonstrations and customer stories in Constituent Services, Justice and Public Safety and Social Services.

Friday Dec 02, 2011

Leading Analyst Firms Reviews Local Government CRM Products

Oracle received a Strong Positive in Gartner’s MarketScope for Local Government CRM Products that was published in October 2011.

Read the full report here.

Leading Analyst Case Study: Montgomery County Deploys ERP and CRM Simultaneously

Gartner, Case Study: Montgomery County Deploys ERP and CRM Simultaneously

Montgomery County, Maryland, deployed ERP and CRM applications at the same time. This analysis provides lessons for other local governments to improve project staff allocation, vendor management, and project performance management under strict budget and timeline constraints.   


The Montgomery County CIO considers the implementation of Oracle EBS and Siebel, on time and on budget, a "great success."

  • ·         Managed service requests in a consolidated manner. MC311 handles more than 40,000 service requests each month on behalf of 37 county departments and offices. In April 2011, more than 1,300 service requests originated from the Web portal. Montgomery County hopes to drive more requests to the portal, as this is the lowest-cost interaction channel.
  • ·         Reduced duplication of citizen service centers across the county. The intake desk at the Department of Housing and Community Affairs was eliminated, enabling a staff member to take over the responsibility for creating cases.
  • ·         Eliminated legacy systems. Multiple legacy systems were shut down, including the Department of Transport (DOT), the transit information request database and Department of Environmental Protection solid waste collection request database.
  • ·         Created a more scalable and reliable service center, including in times of crisis. Twenty-four-hour nonemergency call support to residents was made possible, including during winter blizzards.
  • ·         Improved access to performance management information. CountyStat uses Oracle Business Intelligence Enterprise Edition (OBIEE) dashboards to drive process improvement in departments. Prior to the implementation of MC311, there was no system for tracking customer requests and their status.

      Read the full case study here.  To quote, use a portion of this report or for sourcing guidance, please contact Kimberly Jacobson at kimberly.jacobson@oracle.com.

Tuesday Nov 08, 2011

Accelerate Offer Time to Market For Communication Service Providers

Accelerate Your Offer Time to Market

Advanced Central Order Management Systems drive positive service provider business metrics:

  • Fast Offer time to Market
  • Cross Channel Ordering and Fulfillment
  • Short Order cycle time
  • Lower Operational costs

Oracle invites you to visit a dedicated Order Management Resource Centre and discover Rapid Offer Design and Order Delivery (RODOD) solution. Watch Customer Reference Videos in our Showcase section including: Korea Telecom, Telecom Malaysia and COLT.

Access our Order Management Demo Studio and review the End to End RODOD solution with different business scenarios including Unified Offer Design, Cross Channel Ordering & Fulfillment and Order Life Cycle Management

Are you RODOD ready? Take a RODOD assessment to help you quantify the potential impact of an intelligent order management solution on your business. Our experts will be happy to discuss how you can realize that potential by contacting you directly.

Understand the Analysts view of this world-class solution and see why the TM Forum have certified it against their business process frameworxs

Watch - Listen - Read - Learn - Ask

Tuesday Oct 25, 2011

Sprint Becomes More Efficient When Customers Go Online

Watch and listen to Sprint's success using Oracle's ATG Web Commerce to support key customer experience objectives.  This includes achieving a more personalized on-line experience and moving customers to their website from call centers.  Recent results include a 25% growth in Ecare self-service. Another focus includes a new community site with ratings and reviews to support the purchase process.  Also read here to learn more about Oracle's ATG Web Commerce solutions.

Tuesday Sep 27, 2011

Industry Best Practices - Hear the Latest from Oracle Industry Strategists at OOW

Here are 32 top opportunities to learn from the industry strategists about how to leverage CRM and related solutions for industry best practices. 

 Monday, October 3rd, 2011 

11:00 am – 12:00 pm

Rebates: Growing Channel Margins for Distributors, Manufacturers, and Retailers with Oracle E-Business Suite (18502) Earl Eldridge, Oracle; Donna Peroutka, Schreiber Foods, Dave Castaldi, D and H Distribution

Moscone West, Room 2010

12:30 pm – 1:30 pm

Oracle CRM for Communications: Strategies for Cross-Channel Convergence (18252) David Fan, Oracle

Palace Hotel, Sea Cliff Room

12:30 pm – 1:30 pm

Service Transformation- Building Process Automation for Complex Service Offerings (High Technology - 13862) Mike Saslavsky, Oracle; Rishi Gowaikar, Agilent; Dan Loomis,  Cisco

Palace Hotel, Pacific Heights Room

2:00 pm – 3:00 pm

Enabling Service Execution with Siebel CRM, PRM, and Oracle Real Time Scheduling (Professional Services – 17182) Marshall Powell, Oracle; Trafford Seymour, Marty Wick, ServiceMaster

Westin Market St. Hotel, Concordia Room

3:30 pm – 4:30 pm

Deliver a Superior Online Customer Experience (Communications - 15171) David Fan, Oracle

Palace Hotel, Twin Peaks South

3:30 pm – 4:30 pm

MDM in the Public Sector (MDM – 17781) Gurinder Bahl, Oracle; Ruben Spekle, Capgemini; Michiel Kramer, SVB

Intercontinental, Union Square Room

5:00 pm – 6:00 pm

ATG Web Commerce Panel Discussion: The Future of Web Commerce and Retail (18204) Brian Collins, Kelly O’Neill, Oracle

Moscone West, Room 2012

 Tuesday, October 4th, 2011

11:45 am – 12:45 pm

Best Practice Innovations In Front Office – Financial Services CRM (Financial Services – 23530) Dave Wright, Oracle

Westin Market St. Hotel, Metropolitan I

11:45 am – 12:45 pm

Next Generation Warranty Management with Siebel CRM (Manufacturing – 21980) Rajkumar Ravuri, Siva Subramanian, Wipro

Palace Hotel, Sea Cliff Room

1:15 pm – 2:15 pm

Offline Sales Force Automation Client for Life sciences (Life Sciences – 09790) Arvindh Balakrishnan, Harsha Murthy, Oracle, Alok Verma, ITC Infotech

Westin Market St. Hotel, Franciscan II Room

3:30 pm – 4:30 pm

Lan Airlines Transforms Its Loyalty Program With Siebel Loyalty (Travel & Transportation – 13140) Sundar Swaminathan, Andrew Martin, Oracle; Ralph Piket, Eduardo Duran, Lan Airlines

Westin Market St. Hotel, Olympic Room

3:30 pm – 4:30 pm

Enabling Best Practices in Medical Professional Education Management (Life Sciences – 08408) Marco Osthoff, Johnson & Johnson; Yashpal Vakharia, Cognizant

Westin Market St. Hotel, Franciscan II Room

5:00 pm – 6:00 pm

Oracle's CRM for Consumer Goods: Strategies for Engaging with Your Evolving Consumers (18253) Angelique Moon, Oracle

Palace Hotel, Sea Cliff Room

5:00 pm – 6:00 pm

Transformational Distribution for Insurance with CRM On Demand and Oracle Policy Automation (Insurance – 08570) Anton Wiryawan, Phil Whitwell, Oracle; Diganta Tah, Cognizant

Westin Market St. Hotel, Franciscan I Room

 Wednesday October 5th, 2011 

10:15 am – 11:15 pm

Oracle's CRM for Banking: Reclaim Your Customers' Loyalty with Strategic Treatment (18254) Sandra Sanvido, Oracle

Westin Market, Stanford Room

10:15 am – 11:15 pm

Enhancing Customer Value with Proactive Analytics (Financial Services – 23519) Kiran Jagannath

Westin Market St. Hotel, Metropolitan I Room

10:15 am – 11:15 pm

Improve Customer Experience through Cross-Channel Commerce: Featuring Sprint (Communications – 15172) David Fan, Oracle; Sprint

Palace Hotel, Rose Room

11:45 am – 12:45 pm

Oracle's CRM for Life Sciences: Strategies for Sales Innovation (18255) Piers Evans, Raj Aggarwal, Charles Knapp, Oracle

Westin Market, Stanford Room

11:45 am – 12:45 pm

Customer Panel: Transforming the Customer Experience In Hospitality With ATG and Siebel CRM (Travel & Transportation – 23503) Micah Friedman, Oracle

Westin Market St. Hotel, Concordia Room

11:45 am – 12:45 pm

High Technology Channel Management For Growth-Extending The Enterprise Into The Partner Network - Super Session Part 1 (High Technology – 13863) Mike Saslavsky, Oracle; Alok Arora, Krish Ellath, Michael McClellan, NetApp; Mahesh Ravoori, NetLogic Micro

Palace Hotel, Sea Cliff Room

1:15 pm – 2:15 pm

High Technology Channel Management For Growth-Extending The Enterprise Into The Partner Network - Super Session Part 2 (High Technology – 13864) Mike Overly, Oracle; Krish Ellath, NetApp; Milind Gokarn, Selectiva; Steven Nott; Cypress Semiconductor; Ramki Pitchuiyer, Paloras

Palace Hotel, Sea Cliff Room

1:15 pm – 2:15 pm

Oracle's CRM for Public Sector: Social Services, Safety, and 311 Customer Success (18256) Tiffany Blair, Michael Seback, Oracle; Joann Butler, Montgomery County; Michiel Kramer, SVB ; Robert O’Neill, British Columbia

Westin Market, Stanford Room

1:15 pm – 2:15 pm

Transforming LSP Sales, Rating, and Operations with Siebel CRM/Oracle Transportation Management (Travel & Transportation – 08487) Sundar Swaminathan, Greg Smith, Oracle

Westin Market St. Hotel, Concordia Room

5:00 pm – 6:00 pm

Going Beyond- Dell Personalizes Service to Grow Revenue and Satisfaction (High Technology – 13868) Mike Overly, Oracle; Syed Hassan, Harvey Trotman, Dell

Palace Hotel, Sea Cliff Room

5:00 pm – 6:00 pm

Customer Case Study: AFG’s Oracle Exadata OLTP and Consolidation (Database/Siebel – 07744)  Holden Lai, Australian Finance Group

Moscone South, Room 304

Thursday, October 6th, 2011

9:00 am – 10:00 am

Customer Experience Management -- Best practices from customers and Siebel Hospitality Overview (Travel and Transportation – 12400) Hari Batnagar, Greg Gravlin, Vinson Lee, Oracle

Westin Market St., Concordia Room

9:00 am – 10:00 am

Leveraging Oracle CRM On Demand Analytics (18241) Binh Le, Oracle; Michael Combopiano, Harris Bank

Moscone West, Room 2010

10:30 am – 11:30 am

Life Sciences CRM On Demand for Sales Force Effectiveness (Life Sciences – 15179) Piers Evans, Jennifer Cain, Oracle

Westin Market St.,
Franciscan II Room

10:30 am – 11:30 am

MDM for Financial Services: Compliance to Competitiveness (MDM – 17780) Rohit Tandon, Oracle; Tarun Batra, LumenData; Vicky Pelletier, Prudential

Moscone West, Room 3007

12:00 pm – 1:00 pm

E-Commerce and Multi-Channel Retailing – An MDM Perspective (MDM – 17800) Dhiman Bhattacharjee, Oracle; Manikandan Munikrishnan, Infosys; Jamie Quiggin, Tesco

Moscone West, Room 3007

12:00 pm – 1:00 pm

CRM at the Medical Technology, Success and Challenges (Life Sciences – 08580) Shaun Braun, Stryker

Westin Market St. Hotel, Franciscan II Room

1:30 pm – 2:30 pm

Supporting Demanding Customers in Evolving Utility Markets With CRM (Utilities – 13520) Eric Thierry Martin, Martin Dunlea, Oracle

Palace Hotel Twin, Peaks South

Learn more and register now for Oracle OpenWorld 2011, San Francisco, October 2-6. View CRM Conference activities, browse our Focus On CRM program guides and full content catalog, and build your online / mobile schedule. We look forward to seeing you at OpenWorld!


The place to get informed about customer experience and how it impacts your success.

Stay Connected

Subscribe to our RSS feed.


« June 2016