Thursday Jan 30, 2014

Drugstore.Com Uses the Rightnow Social Contact Center to Provide Uncommonly Superior Customer Experiences

“The challenge that companies face in the retail market is that customer expectations are going up, up, up. We don’t have the same branding opportunities as a brick-and-mortar store, so for us, every customer service touchpoint is vital. Our brand IS our customer experience. RightNow has a more intuitive, smarter contact center solution and it ensures that we don’t miss a step.” —Ron Kelly, Vice President of Customer Care and Pharmacy Services, drugstore.com, Inc.

Read the  Drugstore.com success story with Oracle RightNow Social Contact center here!

Monday Jan 27, 2014

French DIY retailer Leroy Merlin chooses Oracle Commerce

Leroy Merlin, a major Do-It-Yourself retailer in the French market, has selected Oracle Commerce, to help enhance the customer experience and improve performance by delivering a more relevant, personalized and consistent commerce anywhere offering

In this Manufacturing & Logistic IT article, find out the reasons why Leroy Merlin, leading selected Oracle Commerce. Read also the press release here

Sunday Jan 26, 2014

Medline Industries Personalizes B2B Customer Experience with Oracle Commerce

Realizing the customer online experience would be a key driver for the next level of growth, leading healthcare product supplier Medline Industries, Inc. undertook a large-scale Web site redesign with Oracle Commerce. Instead of a “one-size-fits-all” Web site for an increasingly diverse range of customers in the healthcare industry, the newly-deployed site provides users with personalized content and experiences upon each and every visit.

Read the success story report to find out how Oracle Commerce customers obtain direct, relevant content directly correlated to their healthcare industry segment, increasing views of targeted content by 60%.

Sunday Jan 19, 2014

2014: the year of Siebel renaissance?

In this Siebel Observer article, the author starts a discussion thread about the Siebel future, highlighting the solutions strengths and advantages in light of the recent announcements. 

Thursday Jan 16, 2014

CX Predictions for 2014

In these blog posts, Oracle Vice-President Brian Curran shares his 5 Predictions for CX in Customer Service for 2014 while David Vap, Oracle Group Vice-President Product development, discuss 8 Predictions for Customer Service.

Worth reading for any partner willing to fine tune a CRM solution strategy for the years to come.

Tuesday Jan 07, 2014

Airstream's Success with Oracle Sales Cloud

"I'm excited about Oracle Sales Cloud, because as a VP of Sales, it gives me so much more visibility into our business," says Airstream's Justin Humphreys. Airstream builds the iconic silver travel trailers and touring coaches. Oracle Sales Cloud is helping the company provide better leads to dealers and measure how those leads turn into sales. Hear how Oracle Sales Cloud solved Airstream's immediate problems and is the foundation for the company's planned growth.

Watch the 4' YouTube video on Airstream's success with Oracle Sales Cloud here!

Thursday Dec 12, 2013

Five Tips for Maximizing This Holiday Season (Oracle Commerce)

For many retailers, the end of the year is a make or break time! That is why we have prepared 5 tips for maximizing this holiday season.

Read here

Holiday is a stressful time for everyone. If you get frustrated, just watch this video, A Day in the Life of an E-Commerce Manager, and know that at least you're not alone...

Wednesday Nov 27, 2013

Serve Your Customers Anywhere with Oracle Service Cloud (RightNow)

Oracle Service helps you meet the demands of the modern customer and provides capabilities needed to increase revenue, improve agent efficiency, and deliver personalized multi-channel customer service experiences to deliver a competitive advantage.

Watch this 3'57" video featuring a life scenario and application screenshots to find out how!

Dell Enhances the Customer Experience with Oracle’s RTD

In this 2'21" video, Dell Director Mark Sucrese, describes how Oracle’s Real-Time Decisions dynamically personalizes products and services through predictive and optimization analytics across many customer facing vehicles to improve revenue and the customer experience

Friday Nov 22, 2013

7 Reasons for Abandonment in eCommerce and the need for Contextual Support

Shopper confidence, or more accurately the lack thereof, is the bane of the online retailer. There are a number of questions that influence whether a shopper completes a transaction, and all of those attributes revolve around knowledge. What products are available? What products are on offer? What would be the cost of the transaction? What are my options for delivery? In general, most online businesses do a good job of answering basic questions around the products as the shopper engages in the online journey, navigating the product catalog and working through the checkout process. The needs that are harder to address for the shopper are those that are less concerned with product specifics and more concerned with deciding whether the transaction met their needs and delivered value. 

Read the outcomes of a recent study by the Baymard Institute here

Sunday Nov 17, 2013

Bouygues Telecom Reduces Customer Churn by 50% with Oracle Click-to-Call Technology

“Oracle Click-to-Call Cloud Service Implementation is very simple and quick to roll out, and it has enabled us to retain more than 50% of our B&YOU subscribers who ask to be put in touch with an e-advisor. As a key component of our completely digital customer service process, its functionality allows us to interact with customers at the right time, with convincing sales arguments.” said Emmanuel Flouard, B&YOU Client Relationship Manager, Bouygues Telecom.

Read the full story here

Thursday Nov 14, 2013

Toms deploys Oracle Commerce platform with the help of Deloitte

Toms — the company that gives a pair of its shoes or provides eye care to a person in need for every corresponding purchase — has deployed the Oracle Commerce platform to support its rapid business growth and international expansion.

“Toms is changing daily to meet new challenges,” said Hilda Fontana, VP global Web development, Toms. “Oracle Commerce immediately enables our team to better serve a variety of international markets. We know Oracle has the flexibility and scalability to meet the demands of our growing business.”

Toms is using Oracle Commerce as part of a strategic initiative to deliver its “One for One “charitable message to new markets and support global demand for an expanding product line that is constantly refreshed with new colors and styles.

The Oracle platform helps Toms personalize the customer experience by delivering relevant content and recommendations to customers, providing a faster, easier checkout and a more visual, content-rich shopping experience with integrated ratings and reviews.  

It also enables Toms’ business users to have better control over the customer experience by allowing them to target promotions, personalize content, customize search results and recommendations, and update product information across multiple sites on the fly.

Deloitte, a Diamond level member in Oracle PartnerNetwork, helped Toms to leverage the full functionality of the Oracle Commerce solution while launching its first ecommerce site for Toms Netherlands in just seven months. Throughout the implementation, Deloitte worked side-by-side with Toms’ staff in a “train the trainer” approach that prepared the company to begin immediately moving its U.K., U.S., and Canada sites to the Oracle platform.

“Toms is rapidly evolving and growing their digital presence globally and the Oracle Commerce solution helps provide Toms with the ability to offer leading commerce capabilities on a global, flexible, scalable platform,” said Belinda McConnell,  principal, Deloitte Consulting LLP.

Thursday Nov 07, 2013

BeautyBay.com Boosts its Web business with Endeca!

BeautyBay.com Boosts Webpage Views by 70%, Increases Items Placed in Shopping Baskets, and Runs 160 Concurrent Brand and Product Promotion.

BeautyBay.com Ltd is the United Kingdom’s largest independent online luxury beauty-product retailer. The company sells more than 10,000 products from leading brands like Urban Decay, Paul & Joe, Mario Badescu, bareMinerals, and Dr Sebagh. It strives to stock consumers’ favorite brands and serve as a leading source of beauty information and product reviews. The company won an Online Retail Award in 2013 in the Beauty, Perfume & Cosmetics category.

Read the success story, featuring the role of Oracle Endeca here

Monday Nov 04, 2013

Kohl’s Sees 28% Increase In Online Sales With Oracle Commerce

Kohl’s saw online sales increase by 28% during Q2 2013, following the retailer’s transition to Oracle Commerce. The e-Commerce site, in addition to an implementation of Endeca, an unstructured data management, web commerce and business intelligence solution, has enabled the retailer to create a more personalized online shopping journey for consumer... read the full article here

Social Media's and Customer Service

How do you know when it’s time to change customer interaction to another channel? Find out from this interesting blog post and then watch this interesting 1'26 YouTube video

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