Business Services Portal for Suppliers & Partners

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Delivering Mobile-Optimized Online Services for Customers and Partners

Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracles products remains at the sole discretion of Oracle.


In 2020, customer experience will overtake both price and product as the key brand differentiator.

Customers 2020 Report

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Copyright 2016 Oracle and/or its affiliates. All rights reserved. 4

We are no longer in a mobile first world, we are in a mobile only world. Larry Page CEO & Co-Founder Google


60% of information workers spend at least 1 hour every day directly engaging customers

Only 12% of customers/ partners have online visibility into supply chain disruptions/issues

62% of companies think mobile customer service is a competitive differentiator

55% of customers prefer automated self-service, doubling figures seen in the past 5 years

Business Services Challenges

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Source: Forrester Source: Aberdeen

Source: Forbes Source: ICMI Mobile Customer Service Strategy Report


What is Needed?

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Self-Service. Mobile. Engagement.

Copyright 2016, Oracle and/or its affiliates. All rights reserved.

Digital Experience Solutions for Business Services

Oracle Confidential Internal/Restricted 7 Copyright 2016 Oracle and/or its affiliates. All rights reserved.

Modernize Customer Engagement


Solutions for Customer and Partner Self-Service

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B2B self-service for order management

Warranty requests Field service requests Asset maintenance Knowledge base sites Community engagement sites

Head of Service

Empower Customers and Partners through Self-Service


Mobile-enabled order self-service Initiate, track, update order requests,

Return Material Authorizations (RMAs), warranty extensions, service requests

Aggregated data insights across different SaaS/on-premises ERP, CRM applications

Bi-directional document exchange

Order Self-Service

Service-built personalized B2B partner/supplier community sites

Integrated with knowledge base for self diagnosis and help

Peer to peer interaction for quick resolution, just-in-time conversations, discussion forums, improved loyalty

Self-Service Community Sites

Consider, For Example

CONNECTED WITH

https://www.facebook.com/OraclePolicyAutomation

Copyright 2016, Oracle and/or its affiliates. All rights reserved. | 10

Engage Partners and Suppliers

ENABLE AND

SUPPORT

ENGAGE AND PROMOTE

RECRUIT AND

REGISTER


DX Solutions for Business Services

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ENGAGE & PROMOTE RECRUIT & REGISTER ENABLE & SUPPORT

Real time collaboration Partner / supplier dashboard Access to value added service:

joint campaigns, dynamic discounting, etc.

Responsive portal to recruit new partners or register new suppliers

Streamlined registration process

Secure content access on products, services, policies, etc.

Access to self-service information: customer orders, inventory level, invoices

self-service process to streamline interactions: RMA request, collection dispute, etc.


B2B Self-Service Portal/Mobile App


B2B Order Self-Service: Portal App

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Mobile App Or Mobile-Optimized web portal


B2B Order Self-Service: Order Monitoring

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Drill Down: Closed Orders for BU/Location, Order Detail


B2B Order Self-Service: Mobile

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Review: Order history, Product Config. Take Action: Request RMA, Submit Order, service request

Product Information: In context access to product information, maintenance procedures


B2B Order Self-Service: Request RMA

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Task Execution: RMA Analyst validates and approves

PCS Process: Initiated from mobile app Sample: Create RMA in EBS, Assign

RMA validation task to RMA Analyst Easy to modify and extend


myEaton Order Portal

Deliver services to end customer

Order, configurators, bidding tools, tech specs

Increased digital marketing / sales

information Targeted marketing / Digital catalog

Consolidation of many tools over many

divisions to unified presence

Customer-focused

Driving One Eaton look, feel and functionality

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Service Request Self-Service Warranty Management Order Management Returns Authorization and

Tracking

Solution Customer Empowerment Service Employee Productivity Streamlined Operations, Auditing

& Reporting

Benefits

Self-Service & Mobile Capabilities


Community Engagement Sites



Customized Partner Community Sites Sites Cloud

Embedded Process Cloud

Custom Partner Search App

Embedded Conversation

Embedded Documents

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https://documents.us.oracle.com:4443/PartnerPortalDemo/


Oracles Integrated Partner Experience

Oracle Confidential Internal/Restricted/Highly Restricted 22

Recruit Engage Deliver

Colby Channel Manager

Bob Partner Sales Manager

Broadest PRM Portfolio for Your Channel Needs

CX SaaS + PaaS Applications

MARKETING CLOUD

SALES CLOUD CPQ CLOUD MARKETPLACE SITES CLOUD (PAAS)

Partner Enrollment

Market Development Fund

Channel Program

Partner Portal

Sales Execution

Deal and Quote Management

Account Planning

Channel Dashboards


Community Portal Serves 50 millions users

Delivers community engagement,

online support, self-diagnosis and troubleshooting capabilities

Connected to backend systems and processes

Drives customer satisfaction

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Services Team Community Product-specific Community Training Site Partner/Customer Community Beta Registration Site

Solution Improved Customer Engagement Service Team Empowerment Speed to Delivery (Services,

Products, Responses)

Benefits

Community & Collaboration Capabilities



Solution and Benefits

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Digital Experience Powered by Oracle Cloud Platform Content, Process, Mobile, Web

24/7 Anytime, Anywhere Access | Mobile | Social | Integrated and Contextual | Hybrid

CONTENT, SOCIAL, MOBILE ENGAGEMENT

Work Orchestration | Integrating People, Processes and Information | Actionable Insight | Rapid Iteration | Cloud-On-Premise Portability

self-service AND PROCESS AUTOMATION

Mobile Optimized | Easy to Build | Content Rich | Personalized | Single Pane for Governance

EXPERIENCE MANAGEMENT: WEB, MOBILE, COMMUNITIES

Documents Cloud Service

Process Cloud Service

Sites Cloud Service

Mobile Cloud Service

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BETTER CUSTOMER ENGAGEMENT ANYWHERE, ANYTIME AGILITY IMPROVED PRODUCTIVITY

Track, place or update orders, service requests, returns 24 X 7 on mobile

Community drives peer to peer interaction, speed response times, improves satisfaction levels

self-service and self help improve SLAs, driving customer loyalty

Mobile-optimized, 24 X 7 insights Drive inventory, logistics,

planning on the go Single pane of information for

visibility, decision making across applications and processes

Self-service portals, community sites eliminate services overhead

Cloud model eliminates IT reliance and overhead, application customization issues

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Business Services Portals Value Delivered


Next Steps & Call to Action

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Make Service Excellence a Habit Start thinking about:

How easy is it for your B2B customers, partners and service employees to share and collaborate on information?

Would services benefit from customer reliance on self-service, self diagnosis and help?

What benefits would be gained by mobilizing information from backend ERP, CRM and Service apps?

What benefits could be realized with driving customer communities rich with knowledge base, customer discussions, real-time conversations and ready-to-use content?

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Business Services Portal for Suppliers & PartnersSlide Number 2 In 2020, customer experience will overtake both price and product as the key brand differentiator.Slide Number 4Business Services ChallengesWhat is Needed? Digital Experience Solutions for Business ServicesSolutions for Customer and Partner Self-ServiceSlide Number 9Engage Partners and SuppliersDX Solutions for Business ServicesB2B Self-Service Portal/Mobile AppB2B Order Self-Service: Portal AppB2B Order Self-Service: Order Monitoring B2B Order Self-Service: MobileB2B Order Self-Service: Request RMA Slide Number 17Self-Service & Mobile CapabilitiesCommunity Engagement SitesSlide Number 20Customized Partner Community SitesOracles Integrated Partner ExperienceSlide Number 23Community & Collaboration CapabilitiesSolution and BenefitsDigital Experience Powered by Oracle Cloud PlatformContent, Process, Mobile, WebBusiness Services Portals Value DeliveredNext Steps & Call to ActionMake Service Excellence a HabitStart thinking about:Get StartedSlide Number 31Slide Number 32