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Modern Customer Service. [TGS8854]. JP Saunders / Sr Dir Product Strategy Kim Kvanvig Life Sciences Industry Business Unit Oracle Service Cloud Sept, OOW 2014. Checking The Pulse On Life Sciences. Your World Has Changed Forever. Empowered Customers. - PowerPoint PPT Presentation
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Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Modern Customer Service • [TGS8854]
• JP Saunders / Sr Dir Product Strategy• Kim Kvanvig Life Sciences Industry Business Unit• Oracle Service Cloud• Sept, OOW 2014
•
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Safe Harbor StatementThe 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 Oracle’s products remains at the sole discretion of Oracle.
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 3
Checking The Pulse On Life Sciences
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Your World Has Changed Forever
1980s 1990s 2000s 2010s
EmpoweredCustomers
Digital isHumanized
KnowledgeEverywhere
Internet ofThings
Mobile as Primary Channel
Cross-ChannelService
WHAT’S NEXT
Harder To Differentiate, Compete & Win
Channels, Devices, Technologies & Behaviors
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
More Channels, More Choice, More Access
1 channel 2 channels 3 channels 4 channels 5 or more channels
25% of consumers use less than 3 channels
75% of consumers use 3 or more channels
*Source: Ovum
Most Customers Cross Many Channels
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal 6
The Changes Just Take Longer
• Physicians doing their own research using the internet
• Companies are reducing direct sales in the field
• Mobile is now the preferred platform for physicians
• Companies are using private communities to build support groups and increase brand loyalty
Life Sciences Isn't Isolated From The Change
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 7
Recommending You To
1. Communicate both benefit and risk information on Internet/social media platforms “with character space limitation”
2. Correct independent third party misinformation about a firm’s products.
In January 2014, FDA announced loosening social media controls
June 2014 1st time FDA Formal Social Media Guidance
http://www.lifescienceslegalupdate.com
Life Sciences is the 3rd largest industry conversation on the Social Web
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 8
They are willing and empowered to break tradition, and even break the rules to get the better experience they expect.
• ANYTIME ACCESS
• UNLIMITED DATA
• GLOBAL INFORMATION
• TRUSTED NETWORK ADVISORS
Customers / Patients Aren't Waiting For FDA Approval
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
What Your Customers/Patients Expect
Access on their terms Consistent information A clear path to an help Know the facts about them Don’t make them repeat Access to their peers Protect their privacy
On Every ChannelAnd Someone Will Deliver
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 10
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 11
80% of Life Science Organizations Not Engaging In Social
• Recruiting Patient Opinion Leaders on Social Media to educate, promote and identify opportunities to engage.
87% of Sales Conversations Lasting Less Than 2mins
75% of HCPs Own A Tablet Or Smart Phone Device
• Creating Mobile apps and social communities that allow them engage in sales directly with customers and patients online.
75% of Customers Using more than 3 Channels To Engage
• Leveraging Cloud to introduce and connect digital engagement channels that lower the effort to get to market faster and cheaper.
Your Competitors Are Pushing The Boundaries
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Grabbing The Opportunity To Personalize The Experience
Decreasing Sedation Rates1. Better Diagnosis Results2. Improved Experiences3. Reduced Cost
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Sources: Google “The New Multi-Screen World”, Ovum “Optimizing Customer Service in a Multi-Channel World”, Oracle CX Survey, 2013.
Be Able To Change As Fast As Your Customers DoSolve Problems Differently
of IT organizations say inflexible technology prevents them from
adapting to business needs.
How fast can you change?
only 60% 29%
of your employees will recommend your company.
Employees who deal directly with customers are the least engaged
Are they empowered?
of customers move between devices in the same day.
52% use 3 to 4 channels.
Can you serve them?
98%
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 14
Oracle Solutions Modernize Business
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Foundational Tools
Oracle CloudInfrastructure
Oracle MDM, BI and Decisioning Tools
Oracle Integration and BPM/SOA Tools
Oracle Mobile, Portal and Content Tools
ORACLECOMMERCE
ORACLESALES
ORACLEMARKETING
ORACLESERVICE
ORACLESOCIAL
The Oracle CX Portfolio
Oracle CX Helps Businesses Become Modern
15
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 16
Starting With Customer Service
Oracle Service
Simplified user experience for call center agents and field service personnel
Single knowledgebase for ALL users internal and external
Alternate channels - Click-to-Chat, Self Service, Social
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Cross Channel Contact Center
Knowledge Management
Web Customer Service
PolicyAutomation
ORACLECOMMERCE CLOUD
ORACLESALES CLOUD
ORACLEMARKETING CLOUD
ORACLESERVICE CLOUD
ORACLESOCIAL CLOUD
#1 Customer Service & Support Cloud Platform
Field Service
Service Cloud Platform
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Web Customer Service
Web & Mobile Self-Service
Virtual Assistant
Social Self-Service
Live Chat & Co-Browse
Email Support
Smart Engagement
The Power of Customer Knowledge
Self-Service for Facebook• Connect and engage with your
customers in the web’s largest community
Community• Create a community where customers
can help each other
• Moderate and identify best answers
• Add ideation community spaces where customers can share ideas for new products & services
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Cross-Channel Contact Center
Incident Management
Guided Resolution
Social Engagement
Customer Engagement
Analytics
Telephony Control
Unified Agent Desktop
Mobile Desktop
Proactive Social Customer Service
Social Monitor• Search the social web to find customers
in search of answers
• Identify & escalate posts to be worked as cases
• Post a reply to quickly solve customer issues & avoid negative sentiment
• Monitor Twitter, Facebook, YouTube and any social site with an RSS feed
Social Profile• Understand customer interests
• Leverage social learnings and provide personalized service
Social Collaboration• Agent can collaborate across entire
organization to establish expertise and solve issues faster
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Knowledge Management
Content Authoring
Search
Guided Knowledge
Knowledge Analytics
Integrated to Oracle CX
Knowledge APIs
Author Once, Deploy Everywhere
Authoring Workflow• Adhere to KCS authoring principles
• Collaborate with peers to create content and track version history
• Ensure content consistency with templates and layouts
Access & Security• Control visibility to knowledge articles
by public, private and group access
Global Scale• Author and manage content across
multiple languages
• Publish content by brand or region
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Policy Automation
Dynamic Interviews
Rule Modeling
Compliance Management
Policy Lifecycle
Integration Services
Policy Analytics
Personalize Your Customer Interactions
Personalized Advice• Provide precise advice tailored for
each customer
• Collect customer data more accurately and efficiently
Intelligent Interviews• Build and pre-fill Interviews to only
show relevant data and fields
Cross Channel Consistency• Ensure a consistent experience
regardless of channel – self-service, call center, mobile, or in-person
Personalized Explanations• Provide documents that record and
explain decisions
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Service Cloud Platform
Application Platform
Agent Experience Design
Customer Experience Design
Extensibility
Integration
Cloud Delivery
Site & Operations Management
Global Scale
Mission-Critical Cloud Delivery
Commercial CLOUD PCI Certified CLOUD Government CLOUD US DoD CLOUD
Secure• Industry leading security compliance
• The only cloud solution operating inside the US Dept of Defense
Reliable• Mission critical reliability
• Carrier-grade hosting facilities
Redundant• Data redundancy & disaster recovery
across multiple geographic locations
• No single points of failure for continuous availability
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal 23
“Oracle Service Cloud has features which provide the capabilities for companies to achieve and maintain compliance with Part 11 in their systems.”– Kevin Foley, Sr. GxP Auditor, US Data Management
* * USDM based guidance on Incident Thread integrity, same as HIPAA is positioned * *
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Oracle Can Help You On Your JourneyWith Modern Success Programs & Leading Technologies
GET GOING GET BETTER GET AHEAD
ORACLE ROADMAP TO MODERNTM
• BUSINESS VALUE REVIEWS• SUCCESS MANAGEMENT• SUCCESS PARTNERS
• CX ASSESSMENTS• CX JOURNEY MAPPING• ASK EXPERT WORKSHOPS
• WHITE BOARDING• CHANNEL SURVEYS• BUSINESS EVALUATIONS
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. |
Come Join Me On Tuesday at 5:30pm And Discover How To Build Your Roadmap to Modern
@OOW14 #CON10321 Moscone West - 3000
Or Visit The “Roadmap To Modern” Demo Booth
Copyright © 2014 Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 26
1. Define A Value Strategy• Identify the most critical information that drives the
highest value across the business
2. Mature Your Engagement Strategy• Move away from silo thinking and initiatives and
focus on the connectivity of channels, data and engagements.
3. Build Your Roadmap To Modern• Determine the technology trends that will have the
biggest impact on the industry and your organization. Identify the risk/reward/ investment and maturity approaches to their adoption.
4. Embrace Social Media• Collaboration, listening, peer networking, private
communities… So many ways to leverage Social
5. Innovate On Mobile• Mobilize your workforce, Mobile enable your
customers, mobile engage your patients. Differentiate your brand with the mobile experience.
6.Leverage Cloud • From outsourced compliance costs, to introduction
of new digital channels, Cloud SaaS, PaaS gives you a platform to take advantage of staying ahead of the technology curve.
Achieve A Better CX With Modern Life Sciences