Thursday May 01, 2014

Want to offer personalized service but have concerns about compliance? We can help. by Heike Lorenz

A personalized customer experience is already beginning to overtake price and product as the key brand differentiator. Going forward, one-size-fits all customer service won't suffice, as consumers grow increasingly impatient with inconsistencies and inefficiencies that don't serve their individual needs.1

However, only 25%2 of organizations can provide highly personalized service. Even fewer can ensure that service complies with policy rules and regulations. Compliance is critical in highly regulated industries like financial services, telecommunications, utilities, higher education, etc.

So how can you achieve personalized, compliant service that differentiates your brand?

By using a policy automation platform to automate and deploy policies across all touchpoints. Policies take the form of dynamic interviews, which ask questions relevant to individual customers, and automatically tailor service and offers based on customers’ real-time responses. The interviews document how each decision is made, and can automatically generate a report.

So what does this mean for your customers and you?! It means that if you are a bank and your customer doesn’t qualify for a loan, he can see how much he needs to raise his credit score in order to be eligible. Offering a personalized explanation eliminates the need to call the contact center and builds trust through transparency. And it gives your organization a comprehensive report of all customer interactions detailing policy compliance to ensure audit readiness.

Companies using this approach can provide highly personalized service—increasing loyalty and satisfaction—while being 100% confident they are compliant. 

1. http://www.smartcustomerservice.com/Columns/Vendor-Views/3-Top-Customer-Experience-Trends-in-2014-95016.aspx

2. http://www.retailtouchpoints.com/resource-center/51-white-papers/1219-top-5-trends-in-retail-for-improving-customer-service-and-advocacy-management

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.

Thursday Sep 15, 2011

Improve Case Management with Oracle Public Sector CRM

In today’s economic and social climate, government agencies must continue to find ways to do more with less.  Many face a challenging road to balance growing demands for quality services and programs with pressures to show results and cut costs.

Watch this short video on Oracle’s latest innovations for Public Sector Case Management that can help agencies improve the delivery of government services to citizens.  Includes a short preview demo by Oracle expert Tiffany Blair of CRM Product Management for Public Sector.

Learn more about Case Management for Government and  view an interactive map on Oracle's Solutions for Social Services.

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