oracle service cloud and oracle platform as a service: best practices in a hybrid environment

Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid EnvironmentSan Francisco | September 18-22, 2016Léon Smiers, Remco Stolp, Jeroen van Essen

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Agenda

Introduction Customer interaction in real life Every customer interaction is a case Demo

Introduction

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Léon Smiers

Oracle Solution Architect

Dutch Capgemini Center of Excellence lead Oracle PaaS

Oracle ACE

Author Oracle Case Management Solutions

http://oraclecasemanagementsolutions.com/

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Jeroen van Essen

Oracle Solution Architect

Dutch Capgemini Special interest Group lead Process Cloud

Fusion Middleware and PaaS expert

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Remco Stolp

Oracle Solution Architect

Dutch Capgemini Center of Excellence lead Oracle CX

Over 15 years CRM experience on client side: Car industry, Airline

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Customer interaction is more then a front-end

Every Customer Interactionneeds to be supported by propercase management handling,

Oracle Service Cloud and Oracle PaaS deliver these capabilities

Customer interaction in real life

Customer interaction in real life

Airline: Customer interactionsRetail: returning a couch

Best practises for implementation of Service Cloud

Visualized by 2 cases

Source: Free images.com

Customer interaction in real life

Start (small)

Source: http://www.freeimages.com/

Customer interaction in real life

Start (small)

Vanilla implementation

Start (small)

Source: http://www.freeimages.com/

Customer interaction in real life

Start (small)

Vanilla implementation

Start (small)

Self service

Source: http://www.freeimages.com/

Customer interaction in real life

Start (small)

Vanilla implementation

Start (small)

Self service

One voice

Source: http://www.freeimages.com/

Customer interaction in real life

Start (small)

Vanilla implementation

Start (small)

Self service

One voice

360° interaction view

Source: http://www.freeimages.com/

Customer interaction in real life

Start (small)

Vanilla implementation

Start (small)

Self service

One voice

360° interaction view

Measure Satisfaction & Loyalty

Source: http://www.freeimages.com/

Customer interaction in real life

Start (small)

Vanilla implementation

Start (small)

One voice

Measure Satisfaction & Loyalty

Hybrid environmentsSource: http://www.freeimages.com/

Self service

360° interaction view

Every customer interaction is a case

Recap from real life findings

Intensive interactions Knowledge work Back office involvement Intelligence work Sharing of documents, pictures,.. Events taking place

Start (small)

Vanilla implementation

Start (small)

One voice

Measure Satisfaction & Loyalty

Source: http://www.freeimages.com/

Self service

360° interaction view

Hybrid environments

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

User Interaction leads to Case management

Case management Focused at reaching an end goal, not to the path towards it Contains both routine work and knowledge work

Knowledge work Solving the customer question involves knowledge work Collaboration with co-workers essential

Knowledge work enablement via case management Supporting the Rumsfeld uncertainty principle, ‘There are known knowns, known unknowns…and unknown

unknowns’ Knowledge workers support decision making during case execution

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Product returnLifecycle management

???Customer

Productspecialist

Finance Department

Shop

Warehouse

Backoffice

Manager

Managament

24h

Delivery

External parties

Call CenterOn-line

Shop

Client facing Front-office

Lifecycle

Caseflow/

ProcessEvents

Rules

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Product returnInformation

Information

Data Document & media

People relationship

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Product returnInteraction

Interaction

Portal design Dashboard

Channel

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Mapping case functionality towards Oracle products

Service Cloud

Case categroy

Case Functionality

Lifecycle Case flow/Process

Rules

Events

Information Data

Docs & Media

CRM & Product info

Interaction Channel

Portal

Dashboard

Process Cloud

BPM/ACM

SOA Cloud

Docs Cloud

DB Cloud

BI Cloud

Mobile Cloud

Demo

Demo: Case management in a hybrid environment

On Premise Oracle

PaaSService CloudCloud Service Cloud Customer Portal

Oracle

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Demo: Retail case

Return request

Returnapproval

Returnhandling

Returnconfirmation

Customer enters details

Automated validation

Manual check

Updatestorage

Arrange transport

Customer approval

Confirm transport

Service CloudCustomer portal Process CloudService Cloud

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Demo

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Conclusion

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Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Concluding remarks

Every Customer Interaction needs to be supported by a proper case management handling

Oracle Service Cloud and Oracle PaaS deliver these capabilities

Build your solution in a gradual way

33Copyright © Capgemini and Sogeti 2016. All Rights Reserved

Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Concluding remarksRoadmap

Life cycle

Interaction

Phase 1

Multiplechannels

Dashboard KPI’s Sharingdocuments & media

End to end case management

Interactions with SaaS/On-prem

Phase 2 Phase 3

Information

Self Service

One channel

Intelligent Q&A

DashboardCSAT

1-to-1 customerinteraction

Service request information

Product Catalog

IoT events

Full CRM functionality

Predictive user interaction

Internal / external communication

34Copyright © Capgemini and Sogeti 2016. All Rights Reserved

Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Concluding remarksRoadmap

Life cycle

Interaction

Phase 1

Multiplechannels

Dashboard KPI’s Sharingdocuments & media

End to end case management

Interactions with SaaS/On-prem

Phase 2 Phase 3

Information

Self Service

One channel

Intelligent Q&A

DashboardCSAT

1-to-1 customerinteraction

Service request information

Product Catalog

IoT events

Full CRM functionality

Predictive user interaction

Internal / external communication

Service Cloud

PaaS

ContinuousInnovation

35Copyright © Capgemini and Sogeti 2016. All Rights Reserved

Oracle Service Cloud and Oracle PaaS-Best Practices in a Hybrid Environment | San Francisco | September 18-22, 2016

Contact information

Léon SmiersOracle Solution ArchitectOracle ACE

leon.smiers@capgemini.com+31 6 150 30 373

http://twitter.com/leonsmiershttp://www.capgemini.com/oraclebloghttp://oraclecasemanagementsolutions.com/

Remco StolpOracle Solution ArchitectCoE Lead Oracle CX

remco.stolp@capgemini.com+31 6 55447827

Jeroen van EssenOracle Fusion Middleware/PaaS specialist

jeroen.van.essen@capgemini.com

+31 6 51784883http://twitter.com/jeroen_vanessenhttp://www.capgemini.com/oracleblog

The information contained in this presentation is proprietary.Copyright © 2016 Capgemini and Sogeti. All rights reserved.

Rightshore® is a trademark belonging to Capgemini.

www.capgemini.comwww.sogeti.com

About Capgemini and Sogeti

With more than 180,000 people in over 40 countries, Capgemini is a global leader in consulting, technology and outsourcing services. The Group reported 2015 global revenues of EUR 11.9 billion. Together with its clients, Capgemini creates and delivers business, technology and digital solutions that fit their needs, enabling them to achieve innovation and competitiveness. A deeply multicultural organization, Capgemini has developed its own way of working, the Collaborative Business Experience™, and draws on Rightshore®, its worldwide delivery model.

Learn more about us at www.capgemini.com.

Sogeti is a leading provider of technology and software testing, specializing in Application, Infrastructure and Engineering Services. Sogeti offers cutting-edge solutions around Testing, Business Intelligence & Analytics, Mobile, Cloud and Cyber Security. Sogeti brings together more than 23,000 professionals in 15 countries and has a strong local presence in over 100 locations in Europe, USA and India. Sogeti is a wholly-owned subsidiary of Cap Gemini S.A., listed on the Paris Stock Exchange.