Thursday Mar 14, 2013

University of Oxford Reduces E-mail Queries 22%, Trims 13 Weeks from Inquiry Handling with Oracle Service Cloud

Oracle Service Cloud (RightNow) transformed the university’s online service across departments, including Graduate Admissions, Undergraduate Admissions, Student Information, and Public Affairs. The intuitive knowledge repository ensures that prospective and enrolled students can find answers to their questions online without needing to contact the university directly.

Oracle RightNow Cloud Service helps track and manage e-mail queries. With each prospective student generating up to six e-mails during the application process, the university’s admissions services receive tens of thousands of e-mails annually. It relies on the Oracle RightNow solution to efficiently manage all e-mails and integrate interactions captured at multiple points.

“We wanted to deliver excellent service online to meet prospective and on-course student expectations in an increasingly online world. I had previous experience with Oracle RightNow, and, having looked at competitive products, we concluded that Oracle RightNow was the superior solution,” said Jeremy Welch, services manager for graduate admissions, University of Oxford.

“The results have been significant,” Welch said. “Historically, the number of queries we receive has always been proportional to the number of applications. With an increase in applications, we would expect an increase in the number of queries. Instead, with Oracle RightNow, we have seen a 22% drop, showing significant reductions in queries per application. That’s a huge efficiency gain and a win/win for students and staff alike.”

Read the complete story here

CRMantra CPQ On Demand is now a certified Oracle Sales Cloud (Fusion CRM) add-on

CRMantra CPQ On Demand™ is now certified for Oracle Sales Cloud. CRMantra CPQ On Demand delivers Configuration, Pricing, and Quoting within your Oracle Sales Cloud (Fusion CRM) via the SaaS cloud. A rich user interface guides sales reps to select and compare products, build a valid solution, and price profitably. Automatically generated documents ensure clear, accurate quotations are delivered to customers so deals drive quickly toward close.

See this YouTube video to see CRMantra CPQ in action and contact for more information

Updated Oracle Sales Cloud (Fusion CRM) Sales & Presales Guided Learning Paths

The Oracle Sales Cloud (Fusion CRM) Sales & Pre-Sales Guided Learning Paths (GLPs) and Assessments have been completly refreshed with the last releases updates and are ready for partners to continue their progress towards Specialization.

You can find links to the GLPs through the Fusion Learning Center:

Oracle Provides Industry’s First One-stop Platform for Monitoring and Managing Improved Social Interactions and Experiences

Oracle Social Relationship Management Delivers Unified, Complete Platform for the Enterprise via Oracle Cloud

Oracle has established an aggressive integration strategy with the goal of unification across its Oracle Social Relationship Management Suite and with key Oracle enterprise applications. Oracle Social Relationship Management is the latest evolution in Oracle’s strategy of socially enabling the enterprise.

News Facts

  • The industry’s first unified, end-to-end social management solution for the enterprise was unveiled today at South by Southwest by Oracle. Called Oracle Social Relationship Management (SRM), the new product is part of the Oracle Social Relationship Management Suite.
  • Oracle SRM unifies—Social Marketing and Social Engagement & Monitoring—delivering a complete, integrated and enterprise-ready social business solution. The integrated products help create a seamless transition between listening and content creation, to moderation and analysis of a company’s social media efforts.
  • Oracle SRM fully integrates organically-developed Oracle products, with Vitrue and Involver solutions; combining social marketing, engagement and monitoring into a complete platform which allows enterprises to seamlessly listen, create and publish content, engage customers and analyze interactions across multiple social channels in real-time.
  • By integrating the full spectrum of social activities and analysis in a single platform, Oracle SRM eliminates the inconsistency, duplication and delays of ‘social silos’ to enable users to create, measure, and consistently deliver more rewarding customer experiences.
  • In addition, out-of-the-box integration with Oracle Applications, including: Oracle Eloqua, Oracle RightNow Cloud Service, Oracle Fusion CRM and Oracle CRM, allows organizations to use social to transform their corporate business processes and systems, improve customer interactions and better measure social’s contribution to business goals.
  • Oracle SRM, integrated with Oracle Eloqua, delivers the industry’s only complete digital marketing solution giving users a holistic view of their entire digital footprint.
  • Delivered via the Oracle Cloud, Oracle SRM can be deployed quickly and reliably and is backed by Oracle’s 24x7 global support. For more information, visit: (

Powering Socially-Enabled Enterprise with Oracle SRM Features

  • Oracle SRM delivers a complete, unified social business solution, providing publishing, workflow, analytics, listening, monitoring and collaboration capabilities all from an easy-to-navigate interface.
  • Oracle SRM features include:
    • Enhanced workflow and automation capabilities: helps users easily track and manage required actions, collaborate with co-workers and schedule content across channels.
    • Improved listening and analytics: eliminates irrelevant and duplicate information across tens of millions of conversations daily to capture a “clean signal” of social data. In conjunction with integrated analytics and listening, the data allows users to more accurately determine consumers' intentions and interests and identify emerging trends and hot topics they need to address. The offering also offers tracking and post-level detail.
    • Real-time engagement: social publishing and marketing capabilities, along with real-time content resources, allow enterprises to quickly respond to relevant social conversations.
    • Extended language support: localization to 29 languages allows multi-national businesses to expand social efforts with a single enterprise solution.

Supporting Quotes

  • “The social landscape is extremely disjointed with hundreds of ‘social’ products - resulting in incomplete insights, fragmented relationships and inefficiencies across customers, partners and employees,” said Yvette Cameron, vice president and principal analyst, Constellation Research, Inc. “Oracle has created a Social Relationship Management platform that unifies that experience and will provide a complete platform for end-to-end support for any enterprise relationship.”
  • “Social is driving significant change across enterprises, enabling businesses to rethink and restructure their traditional way of doing business,” said Thomas Kurian, executive vice president, Oracle Product Development. “Oracle Social Relationship Management brings together traditionally disparate social solutions into one, powerful enterprise platform, allowing customers to fully leverage and maximize social data, insights and interactions to improve customer interactions and business results.”

Supporting Resources



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