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Clive Johnson

Senior Sales Consulatnt

Siebel CRM 8.1 Self-Service E-Support

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• Overview–Business Challenges & Value Proposition–How it works

• Demo

• Q&A

Agenda

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From Today’s Dissatisfied Customer …

Division BDivision A Division C Outsourcing Partner

Call CenterOnline Field Sales Branch Location

Inconsistent Customer Experience

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Consistent Customer Experience

Call CenterOnline Field Sales Field Service

Branch Office

Division BDivision A Division C Outsourcing Partner

… To a Superior Cross-Channel Experience

OracleSiebel CRM

Integrated End-to-End Process

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BusinessAgility

BusinessAgility

“How do I create and maintain business processes as flexible as the markets I serve?”

“Economy concerns are forcing us to prioritize only the most meaningful cost cutting projects”

Cut Costs &Improve Profitability

Cut Costs &Improve Profitability

ConsistentExperienceConsistentExperience

“Inadequate cross-channel capabilities are creating less satisfied customers, less likely to use low cost channels”

The Challenges Customers FaceC-Level Executive

VP Line of Business

IT Executive

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• Deflect calls to less expensive channels.• Increase revenue with robust online commerce.

Cut Costs &Improve Profitability

Cut Costs &Improve Profitability

ConsistentExperienceConsistentExperience

• Transition across channels without losing context.• Transparent access to real time information.• Manage service & selling rules once and deploy

anywhere across the enterprise.

BusinessAgility

BusinessAgility

• Leverage existing investments in CRM.• Respond to changing market needs with Fusion

Middleware’s integrated development environment.

Value PropositionC-Level Executive

VP Line of Business

IT Executive

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CRM IndependentCRM Self-Service

Content Mgmt

ChatEnd User & Agent

RTDProduct

Recommendations

Oracle Self-Service Empower your customers to help themselves

E-CommerceCatalogs and Pricing

Cross-Sell / Up-Sell

Configurator

Cart & Checkout

Asset Based Ordering

Content Mgmt Integration

E-BillingInteractive Bill

Presentment

Statement Enrichment (Category, Hierarchy…)

Billing Analytics

Cost Management

Payment & Dispute

E-SupportAccount Management

SR / Case Mgmt

Knowledge Mgmt / FAQ

Order / Asset Tracking

Chat & eMail

Store locator

Common ComponentsSecure Enterprise SearchCache & Session Mgmt

Site ManagementConfiguration Management

Oracle Siebel CRMMarketing Order Capture Service

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• Overview–Business Challenges & Value Proposition–How it works

• Demo

• Q&A

Agenda

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• Control Costs and Improve Profitability

• Manage Customers Consistently Across Channels

• Increase Business Agility

Self-ServiceJ2EE Server

Siebel Server

HTTPSOAP

FusionMiddleware

WebServices

1st application utilizing Siebel Web Services

1st application utilizing

Fusion Middleware ADF Faces

Self-Service Extends CRM by Empowering Your Customers To Help Themselves

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SOA Composite ApplicationSeamlessly Transitions Customers Across Channels

INTERNET DMZ INTRANET

Customer

(External Users)

Siebel Server

CSR

(Internal Users)

Self-Service J2EE Server

Load Balancer Siebel

Database

Inte

rnal Fi

rew

all

Data

Fir

ew

all

(Op

tion

al)

Exte

rnal Fi

rew

all

HTTP

HTTPSHTTP/SOAP

SQLNET

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INTRANET

Siebel Server

CSR

(Internal Users)

Siebel Database

Inte

rnal Fi

rew

all

Data

Fir

ew

all

(Op

tion

al)

SQLNET

INTERNET DMZ

Customer

(External Users)

J2EE Server [Self Service Code]

Load Balancer

Exte

rnal Fi

rew

all

HTTP

HTTPSHTTP/SOAP

Browse & Search Knowledge

Create & Manage Service Request

Asset Management

Order Tracking

PDF Form Integr’nContact Us – Email,

Chat, Call Back, Store Locator

Company & Contact Profile

Site Administration

Payment Wallet

Session Management

1

6

3

4

5

2

Co

mm

on

E-S

up

po

rt

Functional MarketectureLoosely coupled to Siebel CRM via web services

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• Related Documentation or Solutions• Recently Viewed Solution• Print-friendly View• Suggest Solutions: SR and Chat

Integrations

• Keyword Search• Product Category Search• Solution Type Search• Internal vs. External Solutions

Siebel Search & Knowledge Management (KM)• Support Multiple Search Engines –

OOTB Oracle Enterprise Security Search

• Frequently Ask Questions (FAQ)• Narrow or Expand Search Criteria

• Email Notification • Robust SR Query• Real-time Update• Complete Interaction History

• Close or Re-open SR• Escalation via Chat• Survey for SR Resolution• Printer-friendly View

Service Request (SR) Management

• Dynamic Service Request Flow• Modular SR Sections• Product- or Asset-based-Servicing• KM Integration• Attachment Support

• Click-to-Chat– Integrated Chat Client, Oracle Contact Center Anywhere chat server, and

Siebel Application– Integration with KM– URL Push, Smart Share– Survey for Chat Customer Service

• Email Agent• Store Locator• General and Specific Surveys

Need More Help / Assisted Service

E-Support Overview

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E-Support Overview

• Delegated Administration• Responsibility & Permission• Registration Approval

• Manage Company & Personal Profile• Manage Address Book• Manage Payment Wallet

• Supports B2C, B2B, B2B2C User• Registration & Password Mgmt• SSO Log In / Log Out

User Management

• My Assets Summary• My Asset Detail

• My Orders Summary• My Order Detail

My Account Overview• My versus My Company• Quick Search (SR, Order, Asset, Bill)

• Condition-based Page Templates • Site-specific Settings

Site Management

• Multiple Sites Support• Multiple Languages Support

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Agenda

• Overview–Business Challenges & Value Proposition–How it works

• Demo

• Q&A

AQ&

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Online Knowledge ManagementChallengesAutomate answers to FAQDeliver the latest product / support news

to large audienceClose-loop feedback on content

FeaturesPre-integrated with Siebel SolutionOOTB UI shell with “FAQ”, “News” and

“Find Solution”, “Expand & Narrow By” UI controls

View related solution or documentTrack recently viewed solutionsAdditional UIs to integrate with best-in-

class KM to show user rating, and guided troubleshooting flow

BenefitsPre-integrated with Siebel Solution, as

well as provide open Integration to best-in-class KM

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Online Service Request ManagementChallenges24 x 7 service resolution trackingAchieve lower total cost of serviceProvide faster time-to-resolution

FeaturesPre-integrated with Siebel Service

Request, Attachment, Siebel Solution, Siebel Chat, and CCA Chat server

Guided SR process flows configurable by the request type/area

Attachment supportRelated Siebel Solutions for resolutionSurvey to measure satisfactionRole- and account-based access controlEscalation through Web Chat

BenefitsReal-time integration with Siebel CRM.

Users get the latest request status onlineReduces cost to process an inquiry

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Contact Us – Web ChatChallengesMore users prefer to ‘text’, not ‘talk’, to CSRPoint chat technology, not integrated to Siebel

CRM …CSR to toggle between Chat and Siebel CRM apps

CSR has no memory of user’s activity online

FeaturesPre-integrated with CCA Chat Server and Siebel

Contact CenterSeamless transition from self-care to web chat

escalation keeping user in context by passing in known data – contact, SR, solution viewed, etc.

Robust agent chat supporting co-browsing experience such as URL Push, Frequently-used Text, Smart Share, wrap-up activities, etc.

360-degree customer view including all the recorded chat sessions stored as “Inbound Chat activity” in Siebel CRM

BenefitsE-Support-Chat-CRM integrated!

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Chat & Co-Browsing

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Contact Us - Branch LocatorChallengesReduce Call Center volume by self-

service options for branch location, store hours, directions

Roll out new locations and services and have that information real-time online

FeaturesPre-integrated with Siebel ServicePre-built map integrations to Google,

Yahoo & MapQuest map enginesProximity and type-based search

BenefitsReal-time integration with Siebel CRM.

Users get the latest store information online

Deliver detailed maps and directions via popular online maps