Monday Nov 16, 2015

Toshiba Medical Systems Europe Transforms the Customer Experience with Oracle Service Cloud

How does a world leader in medical diagnostic equipment, which provides the most cutting-edge imaging solutions in the industry, raise the bar even higher? By zeroing in on a strategy for ensuring machine uptime and consistently superior customer service, and building a world-class customer service organization to make this vision a reality.

Part of the Toshiba Group, Toshiba Medical Systems is one of the world’s leading providers of medical diagnostic imaging applications and comprehensive medical solutions. As a leader in its space, the company continuously promotes innovation in the industry, incorporating cutting-edge technologies into its medical imaging solutions. The company is also constantly looking for new ways to improve the service it provides to customers across the globe. Toshiba Medical Systems knows that to continue differentiating itself as a leader, it needs to adapt to changing customer expectations, ensuring every service experience is a positive one.

Recognizing the value of service delivery as a competitive differentiator, Toshiba Medical Systems saw an opportunity to leverage the technology to completely transform this part of its business. The company has partnered with Oracle Service Cloud in an initiative to elevate customer experience while streamlining its service operations using its comprehensive solution suite.

“With Oracle Service Cloud we are taking the next step, entering a new era of customer service: delighting our customers with the support we provide and empowering our employees with state-of-the-art applications to do their work,” says Johan Lombaerts, Senior Manager Service, at Toshiba Medical Systems Europe. “In doing so, we strive to strengthen and streamline communication with customers, provide them the ability to choose their preferred communication channel and access self-service tools at their convenience. It is also our goal in this initiative to increase employee satisfaction for back-office staff and field engineers, and improve the accuracy of the data we collect in order to strengthen our analysis capabilities and continue improving.”

Toshiba Medical Systems Europe will deploy the Oracle Service Cloud’s contact center and Oracle policy automation solutions, along with Oracle Field Service Cloud. The company will leverage these solutions together in order to:

  • Streamline communication with customers, routing incoming calls or incidents to 100 agents on the customer’s preferred channel, including phone, chat, SMS, email and an online portal
  • Provide agents with the tools they need to easily determine a customer’s entitlements on their medical equipment
  • Ensure that critical customer and asset data is shared with resources at every step of the service process – contact center representatives, dispatchers, field resources and even supervisors
  • Improve response times when maintenance is required on assets in the field, reduce asset downtime and customer disruption
  • Drive operational efficiencies in the maintenance and repair of its medical devices, improving field engineer productivity while reducing costs associated with travel and overtime
  • Empower over 350 field engineers by providing them with access to relevant knowledge and peer-to-peer collaboration tools in the field via their mobile devices
  • Improve accuracy of the data collected in the field and ensure that it gets recorded and shared across the organization properly

By deploying Oracle Service Cloud cross-channel contact center, policy automation and field service management solutions, Toshiba Medical Systems Europe will completely transform the entire service process – from the time a customer calls into the contact center to report an issue to service fulfillment and data capture in the field, all the way to customer feedback. Toshiba’s customers will have a more positive experience thanks to streamlined communication and more personalized service, and face less disruption in their day-to-day operations due to Toshiba’s ability to respond quickly and resolve issues faster. For Toshiba, more efficient processes, increased engineer productivity and customer satisfaction will translate into a major improvement in the bottom line and drive revenue.

To learn more about Oracle Service Cloud and Oracle Field Service Cloud solutions, and the value they provide to customers across the globe, visit

About Toshiba Medical Systems Europe
With headquarters in Zoetermeer, The Netherlands, Toshiba Medical Systems Europe (TMSE) markets, sells, distributes and services radiology and cardiovascular systems, including CT, MR, ultrasound, X-ray and cardiovascular equipment, and coordinates clinical diagnostic imaging research for all modalities in Europe. For more information, visit the TMSE website at

About Toshiba Medical Systems Corporation
Toshiba Medical Systems Corporation is a leading worldwide provider of medical diagnostic imaging systems and comprehensive medical solutions, such as CT, X-ray and vascular, ultrasound, nuclear medicine and MRI systems, as well as information systems for medical institutions. Toshiba Medical Systems Corporation has been providing medical products for over 80 years. Toshiba Medical Systems Corporation is a wholly owned subsidiary of Toshiba. Visit Toshiba Medical Systems Corporation’s website at

Thursday Nov 12, 2015

Oracle Announces Oracle Service Cloud Knowledge Advanced

Oracle Service Cloud Advanced Knowledge Enhancements Help Organizations Reap the Benefits of the Cloud, While Improving Customer Experiences and Reducing Support Costs.

By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management

Oracle announces the release of
Oracle Service Cloud Knowledge Advanced. The Knowledge Advanced edition leverages key capabilities from our best-in-class knowledge management solution, Oracle Knowledge Enterprise (formerly InQuira). Oracle Service Cloud Knowledge Advanced brings key capabilities of Oracle Knowledge Enterprise to the cloud, offering our customers a robust set of features and capabilities in the cloud, with simpler administration, and a lower cost of ownership.

Just like Knowledge Foundation, Knowledge Advanced is fully integrated into Oracle Service Cloud, enabling organizations worldwide to effectively create and refine their knowledge assets to deliver a seamless cross-channel customer experience in over 30 languages for both end customers and contact center agents.

Oracle Service Cloud Knowledge Advanced delivers rich capabilities including highly accurate search using natural language processing and self-learning algorithms, flexible authoring and workflow, rich analytics and customizable self-service and agent-facing knowledge applications.

Some other key capabilities of Knowledge Advanced include:

  • Fine grained control over search results with Intents + Industry Dictionaries, Machine Learning and Search Tuning with Impact Analysis
  • Federated search (External Content Crawling (HTTP)) and Deep Search (excerpts from within Documents (word, PDF) )
  • Advanced Authoring with Configurable Answer Templates and Versioning (Version control, Audit, Comparisons)
  • Expanded Language Capabilities with Cross-Lingual Search (search in one language and find answers in other languages) and Full NLP (Natural Language Processing) Dictionaries in over 30 Languages


Additionally Knowledge Advanced brings new knowledge functionality within the Agent Desktop and Customer Portal. Several new capabilities have been introduced to Agent Desktop including a quick tool window, favorites, the ability to link and unlink answers, faceted search, and intent based search results. The Intents feature introduced allows agents to quickly find the most relevant answers for common queries. The subscription feature is designed to improve the knowledge experience for agents by tracking changes to their favorite articles.

Knowledge Advanced for Customer Portal also introduces new functionality including a set of new widgets to expose the advanced capabilities. The new design and styling is compliant with Oracle Service Cloud style and allows for greater extensibility.  Intents, allows administrators to tie together requests for information that are not always linguistically connected, to push a specific article or articles to the top of the search results. Answer highlighting enables users to quickly navigate and find answers even when searching within large documents such as PDF files or Word documents.

To learn more about Oracle Service Cloud Knowledge Advanced please read the news release or check out the detailed Oracle Service Cloud Knowledge Advanced data sheet! 

Wednesday Nov 04, 2015

Oracle Announces Knowledge-Centered Support (KCS) v5 Verification

By Nav Chakravarti, Vice President, Product Management, Oracle Knowledge Management

Oracle is pleased to announce the achievement of the latest KCS Verification v5 for Oracle Service Cloud Knowledge Foundation and Oracle Knowledge Enterprise. The Consortium for Service Innovation (CSI) has developed a KCS verification program, which is a formal process for assessing vendor tools and verifying their ability to support KCS practices. By meeting this series of functional criteria and required scenarios developed by CSI KCS experts, Oracle has successfully demonstrated both our cloud and on-premise knowledge products are enabled to support KCS best practices.

What is Knowledge-Centered Support (KCS)?

Knowledge-Centered Support is a proven knowledge management methodology developed for service and support organizations and tested by the members of the not-for-profit Consortium for Service Innovation. KCS is a rich methodology involving a set of practices for creating and maintaining knowledge in a support environment.  KCS Methodology is designed to help support organizations capture and structure knowledge in the context of customer interactions. Results include improvement in organizational efficiency, and higher customer satisfaction

How Does KCS Verification Benefit our Customers?

At Oracle we believe Knowledge Management is essential for delivering an exceptional customer experience, and increasing customer loyalty. In the contact center, access to timely information at the point of need is critical for empowered, efficient agents. On the Web, customers expect to find answers to their questions quickly and easily, when and where they need it. In order to deliver this experience knowledge must be delivered seamlessly, quickly and consistent across all channels.  The KCS methodology coupled with Oracle’s Knowledge Management products can help organizations solve incidents faster, improve time to proficiency and lower agent training costs by building organizational knowledge as a by-product of solving customer issues.

Where Can I Find More Information?

Learn more about Knowledge-Centered Support (KCS)
Learn more about Oracle Service Cloud
Follow Oracle Service Cloud on Twitter: @OracleServCloud 
Watch Video of Oracle Knowledge

KCS Implementation Guides:

Thursday Oct 29, 2015

The Oracle Service Cloud Tour: Exclusive events. Unforgettable experiences.

By Jeff Lundal, Group Vice President, Oracle Service Cloud 

When was the last time you thought, “Wow – that company really treated me like a star?” When was the last time you were blown away by brilliant service – and inspired to better your own? Prepare to make that day now, and make everlasting memories, as we bring our unique roadshow – the Oracle Service Cloud Tour – to your city.

So, why unique? Well, conferences can be great. Keynote speakers are often insightful. Breakout sessions may seem enlightening. But sometimes, the best way to learn is by doing… seeing, feeling and being a part of the action.

The Oracle Service Cloud Tour is less about being instructed by others, and more about enjoying remarkable customer experiences yourself – the Oracle way. It’s about networking with likeminded professionals, and service leaders rubbing shoulders with some of the country’s most renowned celebrities. It’s about dining, spectating and laughing. It’s about being inspired to pass on those once-in-a-lifetime moments to your customers and clients.

Entirely exclusive, and by invitation only, the events hosted throughout the Oracle Service Cloud Tour will be attended by a handful of carefully selected customer service leaders – as well as a different celebrity in each city, from legendary chef and TV personality Ming Tsai in Boston to NFL Pro Joe Montana in Santa Clara and aerobatic pilot Sean Tucker in Washington.

Breaking down the barriers of your standard symposium, the tour’s events will feature no classrooms, no lecture halls and no presentations. Instead, they’ll take place in some of the nation’s most incredible venues – in a relaxed, informal setting – boasting awesome activities and the opportunity for guests to hang out with their heroes.

For further details, and to see which celebrity is appearing in your city, click here.

Tuesday Oct 20, 2015

Join Over 20 Oracle Service Cloud Customer and Solution Sessions at OpenWorld 2015!

Outstanding service is still the top reason customers recommend a business. And the Oracle Service Cloud team is excited to once again join the Oracle OpenWorld 2015 customer experience (CX) activities to talk about how to deliver outstanding service anywhere, anytime to today’s customers.  The team is hosting more than 20 sessions on how to differentiate your brand by unifying web, social, contact-center and field service experiences to help develop lasting, profitable customer relationships.  Please join us in San Francisco, October 25th-29th in Moscone West, on the 2nd floor to:  

  • Hear how top organizations like HQ Air Reserve Personnel Center, LinkedIn, SiriusXM, and others are delivering consistent, positive customer service across all channels with cost-effective assisted and self-service experiences.
  • Discover how to engage with customers by using live chat, co-browse, social, web, mobile and field service to provide personalized, reliable, and adaptive service, delivering the right answers at the right time.
  • Learn about the latest that Oracle Service Cloud offers including updates to advanced knowledge capabilities and how integration with sales, marketing, and commerce applications can help differentiate your brand with modern customer service.

OpenWorld 2015 attendees will also gain access to discussions on pressing service industry trends with analyst thought leaders such as Kate Leggett of Forrester Research.  In addition to in depth service solution demos and best practices, attendees will be able to gather insights into upcoming Oracle Service Cloud product strategy.  All of the sessions are designed to help drive continual business value for service professionals by simply outlining how to get going, get better, and get ahead with innovative customer service.  For more information about CX Central and to attend this year’s valuable Oracle Service Cloud sessions, please visit and register here.

Tuesday Sep 22, 2015

Learning How to Disrupt and Deliver Stellar Experiences at Gartner Customer 360

By Christine Randle, Analyst Relations, Oracle Service Cloud

Last week Gartner held its annual
Gartner Customer 360 Summit in San Diego. The event is well-worth attending and this year was no exception. The theme: “Delivering Great Customer Experiences at the Speed of Digital Business” had an agenda packed with both strategic and tactical content from leading analysts like Michael Maoz, Olive Huang and Jim Davies (just to name a few) to help attendees build powerful Customer Experience (CX) programs.

Oracle was onsite, and we were thrilled to have two of our marquee customers presenting at the event. BeachBody’s Louis Ross was on hand to share details about how the company has designed an agile customer-centric strategy for its over 16 million customers and 200,000 coaches that delivers seamless and personalized experiences.

And not only did LinkedIn’s Andy Yasutake present at the event, but he and his team of masterful customer operations professionals won a Gartner and 1to1 Media Customer Excellence Award for Innovation in Service!

Now, we’ve all heard of LinkedIn (unless you live under a rock), but what you may not know about is the company’s ‘Members First’ initiative (Hint: this is why they won the Gartner and 1to1 award). This program was developed by some seriously smart people at LinkedIn who are dedicated to delivering stellar member experiences to folks just like you! I mean, you’re a LinkedIn member, right?

So what is ‘Members First’? LinkedIn developed this program after recognizing the need to put more focus on its member community. So the company partnered with Oracle Service Cloud to develop a program built on the well-established trinity of people, process, and technology.  The goal: To boost member engagement and satisfaction across the globe.

The LinkedIn support team had been servicing members using reactive, manual processes, resulting in siloed data that was difficult to analyze and act on. As member growth exploded, Andy and his team realized that this approach was no longer sustainable and sprang into action, standing up its Global Customer Operations (GCO) team and developing four pillars for success: Prevention, deflection, efficiency, and adding value. Importantly, the program established a means for LinkedIn to actively listen to members’ direct and indirect feedback, identifying key trends and service gaps. This proactive approach allows the team to hone in on the most pressing issues both quickly and precisely.

And it’s working! With an 85% decrease in average initial response times and a 68% decrease in average resolution times, LinkedIn has achieved an impressive 23% increase in its CSAT scores, up from 6.6 to 8.1. Not too shabby!

Congratulations LinkedIn! This is a shining example of what happens when an organization lives and breathes customer experience.  For a more in-depth look at this award winning ‘Members First’ initiative, check out LinkedIn’s presentation from Gartner Customer 360. It’s chock full of real-world advice that you can leverage in your own organization. Need more? For added detail on exactly why LinkedIn is a leader in customer excellence, read the 1to1 Media article about the program. Then tell us how you plan to disrupt and deliver your own stellar customer or member experiences!

Monday Sep 14, 2015

Transforming the Customer Experience with Field Service

Customer expectations for service are shifting – so much so that the customer experiences organizations deliver have become a critical competitive differentiator. Now, organizations are challenged to find new ways to enhance each interaction with customers. For those with mobile employees serving customers at their homes or businesses, there’s an opportunity to take customer relationships to the next level by investing in a modern field service strategy.

Think about it: most often, a field service appointment is the only face-to-face interaction an organization will have with customers. And, field service appointments typically occur during a critical point in the customer lifecycle – a customer has recently purchased a new product or service that needs to be installed, or the customer experiences a problem with a product or service purchased and it needs to be resolved. These interactions provide pivotal opportunities for organizations to build positive relationships with their customers, and ultimately increase retention, differentiate their brand and improve the bottom line.

With each field service event holding so much potential, organizations must ensure field service resources are empowered to provide the best experience possible. Interested in learning more about in the relationship between field services and improved customer satisfaction, and how to build a field service organization that takes advantage of this connection? Check out the Oracle Service Cloud white paper, titled “Field Service and Customer Care,” to understand:

  • How the customer landscape is changing and what’s driving this shift
  • How technology trends and the focus on customer success are transforming the traditional service model
  • What the new customer care model looks like and how field service fits in

Download the white paper here. And, for more information about Oracle Service Cloud’s field service management solution and the customer care benefits it provides, visit

Tuesday Sep 08, 2015

October 7 Webcast: How to Become a Customer-Adaptive Enterprise with Ovum Principal Analyst Jeremy Cox and Oracle VP of Product Management Stephen Fioretti

Business transformation, customer engagement, omnichannel… These strategies sound promising, but how do you actually implement them to stay ‘persistently’ relevant to customers? Ovum Principal Analyst Jeremy Cox will help guide you as he presents the eight core attributes of the Customer-Adaptive Enterprise on this webcast Wednesday, October 7 at 9 am PT / 12 pm ET. 

Ovum’s Jeremy Cox, and Oracle’s Stephen Fioretti, will assist you in determining your current customer engagement maturity level—and what actions you must take to deliver an integrated omnichannel service experience. 

Specific topics include:
  • Introduction to the Customer-Adaptive Enterprise 
  • Maturity Levels of Omnichannel Customer Engagement 
  • Service Organization Transformation: Opportunities, Pitfalls and Success Stories 
  • Leveraging Social, the Internet of Things (IOT) and New Channels

You will come away knowing your next steps for operationalizing your omnichannel strategy! 

Register now

Jeremy Cox. Principal Analyst, Ovum
Customer Engagement

As part of Ovum’s Customer Engagement team, Jeremy leads the research and insights into CRM and its potential for spearheading customer-driven business transformation (the customer-adaptive enterprise). With over 20 years’ CRM strategy development and implementation experience, on the inside (IBM) and as a consultant and change agent. He is well placed to support enterprises on their next-generation customer transformation journey.

Jeremy joined Ovum in July 2012, and quickly established the broader customer-adaptive enterprise context, identifying eight core attributes that organizations need if they are to be persistently relevant to their customers: Visionary leadership, an engaged workforce, collaborative, acute sensing capabilities to generate insight and foresight, a superior omnichannel customer experience, continuous innovation, connected, simplified and adaptive processes, and an adaptive enterprise architecture. He has written many papers on transformational CRM, the customer-adaptive enterprise, omnichannel customer engagement, harnessing the voice of the customer to drive continuous improvement in the customer experience, and continuous innovation.

Prior to joining Ovum, Jeremy ran his own transformational CRM consultancy supporting enterprises in both the public and private sectors, with clients such as The Pensions Regulator, The North West Development Agency, HP, Microsoft, Carlson Wagonlit Traveler Services, Pitney Bowes, Honeywell, Eli Lilly, and mid-market firms including Goldsmith Williams Solicitors, Camps Solicitors, and Hurst & Co Accountants. He was also a principal consultant CRM at KPMG Consulting, and held various CRM internal consulting roles at IBM during the transformation years of the mid to late 1990s.
Jeremy co-authored “Mid-Market CRM” with Professor Francis Buttle FCIM and has spoken at various European conferences on CRM as a transformational business strategy enabled by IT, and what it takes to become a customer-adaptive enterprise. He has a master’s degree with distinction from Manchester Business School in strategic market management and CRM.

Stephen Fioretti, Vice President of Product Management, Oracle
Oracle Service Cloud
Stephen Fioretti has Product Management and Strategy responsibility for part of Oracle’s Customer Experience (CX) Strategy as well as Oracle Service Cloud products, where he drives strategy, product roadmap and go-to-market initiatives. Previously at Oracle and Siebel, he served as vice president of Product Management and Strategy for various CRM cloud and on-premise products, specifically in the domains of multi-channel service and support, sales force automation, partner relationship management, and configuration, pricing and quoting.

Before joining Siebel in 2002, Fioretti was Vice President of Business Development at SeeCommerce, a privately-held provider of Supply Chain Performance Management Solutions. Prior to SeeCommerce, Mr. Fioretti spent 5 years at Hyperion Solutions, a leading provider of enterprise business performance management and business intelligence solutions, where he served in executives roles as VP of Marketing and VP of Alliances. Fioretti has spent over 20 years in the information technology industry, including sales, marketing and channel roles at Sybase and Hewlett-Packard. 

Mr. Fioretti holds a Bachelor's Degree in Economics from the University of California at Davis, as well as a Master's of Business Administration in Marketing from the University of California at Los Angeles.

Thursday Aug 27, 2015

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!


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