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! 

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.

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

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!

Wednesday Jul 22, 2015

5 Steps to Providing Exceptional Multilingual Customer Support

By Kaarina Kvaavik and Heather Shoemaker, founders, Language I/O

In today’s ever-expanding global world, it’s bad business for companies to not have some sort of multilingual customer support. Even those without a global presence will have interactions with non-native speakers. The inability to support these customers isn’t from a lack of trying, but from a lack of proper resources designated for multilingual customer support efforts.

Having the right tools can be a boon for a company’s global expansion strategy and for retaining current international customers. The importance of retention is reflected in a recent Adobe report that estimates, “for each 1% of shoppers who return for a subsequent visit, overall revenue will increase by approximately 10%.”[i]  Proof that as a global business it’s imperative to invest in ways of attracting and retaining customers.

Just how do you achieve your goals in multilingual customer support? In a recent blog post, Language I/O co-founder Heather Shoemaker detailed the five steps toward multilingual customer support. What are these critical items?

  1. Review your current CRM or Customer Experience (CX) platform, such as the Oracle Service Cloud, and make sure it can support your multilingual support needs.

  2. The Customer Support team should not let other departments dictate the company’s CRM or CX content translation solution. What works for one department in product translations may not work well in support translation.

  3. Hire an objective, third party linguistic reviewer for each supported language. It’s critical to have a human as part of your multilingual support as machine translation is not enough.

  4. Share a translated glossary of key terms across the company so that as new languages are added key terms can be instantly translated.

  5. Share translation memory across the company. This will allow for consistency and translation work only taking place on content that has been updated or changed.

The key in following these steps is to ensure that customer expectations are properly met and that continuity exists throughout the company in all supported languages. Of course, adjustments will need to be made for any lingual nuances that are difficult to translate, the reason why it’s important to have a third party linguistic reviewer on hand.

It’s important to keep in mind the end strategy here: exceptional multilingual customer support that exceeds customer expectations. 

To learn the importance of multilingual customer support and the impact it can have on your global efforts, join Oracle for an informative webinar on Wednesday, July 29th at 11AM ET (8AM PT, 1600 GMT). Hosted by Language I/O co-founder Kaarina Kvaavik, the webinar will feature a discussion with LinkedIn’s Josh Larson and iRobot’s Matt Cooper on how they utilize Language I/O’s LinguistNow product inside the Oracle Service Cloud environment to simplify processes, reduce costs, and support more markets. For more information and to register, click here.

Friday Jul 17, 2015

T-Mobile Netherlands Humanizes Customer Experience

Check out how T-Mobile Netherlands partners with Oracle Service Cloud to create the next generation of web customer service by combining web self-service and communities and increased support channels to help lower costs and improve customer satisfaction.

With over 70% of all services being done online, see how they use cloud solutions as the center of human, real, customer communications across all channels:

Monday Jun 22, 2015

LinkedIn Wins Gartner & 1to1 Media Customer Service Excellence Award by Stephen Fioretti

LinkedIn was named a Gold winner in the Customer Service Excellence category for the 2015 Gartner & 1to1 Media Customer Experience Excellence Awards. For over a decade, Gartner and 1to1 Media have used this joint awards program to honor select, customer-centric organizations that have achieved outstanding business performance by implementing enterprise-wide, service-focused strategies. LinkedIn will be presented with this innovation in service excellence award at the Gartner 360 Summit September 9-11 in San Diego.

What helps LinkedIn bring people, processes, and technologies together to provide a superior customer experience? Andy Yasutake, Director of Tech Solutions and Operations, outlines several principles LinkedIn follows to increase business efficiency and member satisfaction.

Focus on ‘Member First’ in all you do.

LinkedIn’s mission is to connect its users and make them more productive and successful. Thus, the company implemented a ‘Members First’ initiative, and started making changes based on the Voice of the Customer. For example, when LinkedIn learned that its members placed high value on rapid response time, it encouraged agents to respond more quickly to inquiries. With the help of Oracle Service Cloud, LinkedIn achieved an 85% decrease in average initial response time, a 68% decrease in resolution time, and a 23% increase in customer satisfaction!

Your customers don’t care about organizational boundaries.
Break them down.

LinkedIn recognized that its members interacted with the brand as a whole, not just exclusively with sales, marketing, or service. As a result, the company broke down information silos between these departments and encouraged employees to step outside their given expertise to resolve issues quickly and/or prevent them from escalating. Leveraging all its assets, rapidly responding to member feedback, and rethinking roles allows the company to maximize the value of every touch and bring added value to the member journey.

Help your customers help themselves.
With over 350 million worldwide users, and more than two new members joining per second, LinkedIn expected to employ around 5,000-10,000 service representatives. However, with Oracle Service Cloud, LinkedIn was able to achieve a 97% self-service rate, thereby reducing the company’s potential need for support staff. The result? Instead of employing 5,000-10,000 reps, LinkedIn has been able to maintain agents at 750-800, easing costs and boosting efficiency, all while growing 40% year-over-year.

On the digital front, LinkedIn noticed that 50% of its web traffic came through mobile devices, and that 21% of users accessing its knowledge center were not there to solve a specific issue, but instead to learn about the product and develop their career. Therefore, the company placed emphasis on creating knowledge base articles and a mobile Help Center, enabling users to enjoy this content easily from any device.

Optimizing its support processes and empowering members to self-serve has allowed LinkedIn to efficiently provide top-tier service.

Congratulations to LinkedIn for your outstanding achievement. Oracle is honored to have partnered with you to deliver your award-winning customer experience! 

Thursday Mar 19, 2015

Oracle CRM Watchlist 2015 Winner

Leading CRM expert, best-selling author, analyst and regular contributor to ZDNet, Paul Greenberg, has listed Oracle as a 2015 winner on his CRM Watchlist. Paul is an advisor to both public and private organizations and continues to define the landscape of CRM including industry trends, challenges and opportunities. As the Executive Vice President of the CRM Association, and Chairman of the University of Toronto’s CRM Centre of Excellence, Paul is considered one of the industry’s top thought leaders.[Read More]

Monday Sep 22, 2014

Do your customers know more than your agents? Shift the equation with this webcast Thurs., Sept. 25 at 2 pm ET featuring Amberleaf

Have you ever called a contact center and known more about the company’s products and services than the agent? Or been bounced around to several different agents before you got the right answer?

That’s a recipe for customer service disaster. Don’t let that happen to your organization.

Tune into this webcast on Thursday, September 25 at 11 am PT / 2 pm ET to become the Master Chef of modern customer service with best practices from Amberleaf President John Kariotis. 

Over the last 15 years, John has helped hundreds of companies transform their contact centers into modern customer service organizations.

He’ll share customer success stories – and pitfalls to watch out for – so you can accelerate your own success.

Register here


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