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Helping You Deliver Tomorrow’s CX, Today

Using Technology to Deliver Connected Service Experiences

Christine Friscic
Product Manager, Oracle Service Cloud

By Shon Wedde, Senior Director, Product Management, Oracle Service Cloud

We live in a time of rapid growth in social media, messaging services, and mobile technology. Our adoption of these technologies has resulted in a consumer-driven transformation in the way businesses engage with consumers. As each technology emerges, businesses have quickly moved to support the demand for new communication channels across their self-service and assisted-service engagement offerings. The next wave of engagement transformation has emerged.

The Internet of Things (IoT) changes everything! That’s a pretty powerful statement, so what does it really mean? Let’s start with the definition. Internet of Things (IoT) generally refers to uniquely identifiable objects and their virtual representations in the connected high-tech world we live in today. It is a general term used in reference to smart-enabled connected products and services that include people, processes, and sensor-enabled machines, all connected to the cloud (a.k.a. the internet). As an example, a common IoT application today is home automation, allowing you to control IoT-enabled home light switches from an app on your phone.

The origins of IoT are found within the operational departments of industries like Manufacturing, Logistics/Transportation, Healthcare, and Utilities, under the label of machine to machine (M2M). The focus of M2M investments was, and still is, on operational efficiency and uptime. M2M investments enable business operators to monitor capital investments in an effort to maximize operational efficiency and reduce downtime. Technology investments fuel additional advancements – most importantly the rapid increase in processing power, an exponential decrease in size, and an increase in low-cost available computing power. The combination of reduced size, lower cost, and increased processing power has fueled rapid expansion of the availability of smart-enabled devices to penetrate many markets. To clarify, these smart devices are not yet IoT-enabled. The one additional component required to spark the explosion of IoT devices is low-cost, reliable connectivity. The growing availability of low-cost, reliable wireless data services has bridged the final gap and enabled connectivity to the cloud. 

Though it’s challenging to predict the IoT growth rate, analyst firms estimate that by 2020, the IoT market could expand to as much as three trillion dollars and as many as 50 billion connected devices. This translates to many devices for every person on the planet!

Today, internet-enabled devices are all around us: in our cars, homes, sports equipment, attached to our bodies, and even ingestible. Wearables, such as fitness-tracking watches, are incorporated into our daily lives and help us track our health goals. Emerging now are context-aware capabilities such as we see in self-driving cars with features like autopilot. With the rapid explosion of IoT-enabled products, I’m often asked, “How does IoT apply to my service organization?” When it comes to IoT, customer service organizations will be expected to solve a customer’s problems through insights gleaned from the device or service with minimal input by the consumer. Through competition from new service offerings, they will quickly move to offer proactive and predictive engagement plans. Consumers will expect businesses to offer such plans when there is an issue, and even resolve the issue, before the consumer is aware. Imagine receiving the following message by phone or email:

“Your lawn mower motor has a problem – this product is under warranty and a replacement motor will ship today. Here is your tracking number and a link to a video explaining the simple steps to install the new motor.”

Now THAT’S service! 

IoT Enabled Service innovation can help your business:

  • Deliver a better customer experience
  • Compete in existing and new markets
  • Offer new services that will delight customers
  • Quickly bring  new capabilities to market
  • Benefit from operational improvements and efficiency
  • Decrease inbound customer support calls
  • Help customers through one-to-one sales and service
  • Align products and services to customer needs

The key to making this happen is connecting all the key components to enable service transformation.

The key transformational elements include:

  • Connect - capture real-time data from self-monitoring devices, processes, and applications
  • Analyze – discover insightful information, and drive next best actions
  • Engage – the right resource, at the right time

To support your goals Oracle can help you:

  • Connect – with Oracle’s IoT cloud service
  • Analyze – leverage business intelligence in the cloud
  • Engage – use Oracle Service Cloud, and where your business has special service delivery needs: policy automation, mobile, and field service

Want to take a deeper dive?  Watch this video or read McKinsey’s article.

Visit the ‘Learn More’ tab on http://cloud.oracle.com/iot and https://cloud.oracle.com/service-cloud for additional information on IoT and Service Cloud respectively.

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Comments ( 1 )
  • May Friday, December 15, 2017
    How can that be implemented in healthcare institution ?
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