business services portal

Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.|

Name:Title:

Copyright © 2014 Oracle and/or its affiliates. All rights reserved.

SafeHarborStatementThefollowingisintendedtooutlineourgeneralproductdirecGon.ItisintendedforinformaGonpurposesonly,andmaynotbeincorporatedintoanycontract.Itisnotacommitmenttodeliveranymaterial,code,orfuncGonality,andshouldnotberelieduponinmakingpurchasingdecisions.Thedevelopment,release,andGmingofanyfeaturesorfuncGonalitydescribedforOracle’sproductsremainsatthesolediscreGonofOracle.


BusinessNeedsDeliveringmobile-op8mizedonlineservicesforcustomersandpartners

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In2020,customerexperiencewillovertakebothpriceandproductasthekeybranddifferen8ator.

–  Customers2020Report

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60%ofinformaGonworkersspendatleast1houreverydaydirectlyengagingcustomers

Only12%ofcustomers/partnershaveonlinevisibilityintosupplychaindisrupGons/issues

62%companiesthinkmobilecustomerserviceisacompeGGvedifferenGator

55%ofcustomerspreferautomatedself-service,doublingfiguresseeninthepast5years

BusinessServicesChallenges

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Source:Forrester Source:Aberdeen

Source:Forbes Source:ICMIMobileCustomerServiceStrategyReport


WhatisNeeded?

Self-ServiceandEngagement

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SoluGonsCustomerandPartnerSelfService

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•  B2Bselfserviceforordermanagement

• Warrantyrequests•  Fieldservicerequests•  Assetmaintenance•  Knowledgebasesites•  Communityengagementsites

HeadofService

EmpowerCustomersandPartnersthroughSelfService


Consider,ForExample…

ORDERSELFSERVICE SELFSERVICECOMMUNITYSITES

•  Mobile-enabledorderselfservice•  IniGate,track,updateorderrequests,ReturnMaterialAuthorizaGons(RMAs),warrantyextensions,servicerequests

•  AggregateddatainsightsacrossdifferentSaaS/on-premisesERP,CRMapplicaGons

•  Bi-direcGonaldocumentexchange

•  Service-builtpersonalizedB2Bpartner/suppliercommunitysites

•  Integratedwithknowledgebaseforselfdiagnosisandhelp

•  PeertopeerinteracGonforquickresoluGon,just-in-GmeconversaGons,discussionforums,improvedloyalty

CONNECTED WITH

Copyright©2015,Oracleand/oritsaffiliates.Allrightsreserved.| 9

B2BSelf-ServicePortal/MobileApp


B2BPortalApp

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Mobile App Or Mobile-Optimized web portal


MonitorOrdersByBU/LocaGon,Status

Oracle Confidential – Internal/Restricted/Highly Restricted 11

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


B2BOrderSelfService

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

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


B2BOrderSelfService:RequestRMAPCS Process: •  Initiated from mobile app •  Sample: Create RMA in EBS, Assign

RMA validation task to RMA Analyst •  Easy to modify and extend

Task Execution: RMA Analyst validates and approves


B2BOrderSelfServiceMobileApp


SOLUTION

ImaginethePossibiliGesSELFSERVICEPORTAL

• ServiceRequestSelf-Service• WarrantyManagement• OrderManagement• ReturnsAuthorizaGonandTracking

BENEFITS

CustomerEmpowerment

ServiceEmployeeProducGvity

StreamlinedOperaGons,AudiGng&ReporGng


myEatonOrderPortal

•  Deliverservicestoendcustomer–  Order,configurators,biddingtools,techspecs

•  IncreaseddigitalmarkeGng/salesinformaGon–  TargetedmarkeGng/Digitalcatalog

•  ConsolidaGonofmanytoolsovermanydivisionstounifiedpresence

•  Customer-focused

•  Driving“OneEaton”look,feelandfuncGonality

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CommunitySites


SelfServiceCommunitySite

•  QuesGons&Answers•  IdeaSharing•  KnowledgeBase•  LeaderBoards•  AccesstoContacts•  Self-Help

Sites Cloud

EmbeddedProcessCloud

SocialConversaGons

EmbeddedDocuments


SITESOPTIONS

CommunityandCollaboraGonPossibiliGes

• CustomerCommunity• ServicesTeamCommunity• Product-specificCommunity• TrainingSite• PartnerCommunity• BetaRegistraGonSite

BENEFITS

ImprovedCustomerEngagement

ServiceTeamEmpowerment

SpeedtoDelivery(Services,Products,Responses)


CommunityPortal-McAfee

•  Serves50millionsusers•  Deliverscommunityengagement,onlinesupport,self-diagnosisandtroubleshooGngcapabiliGes

•  Connectedtobackendsystemsandprocesses

•  DrivescustomersaGsfacGon

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Solu8onandBenefitsACloudPlaXormforSalesProduc8vityandCustomerEngagement

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UnderlyingArchitectureWithApplicaGonExtensions

SITESCLOUD

E-BUSINESSSUITE/JDEDWARDS/SERVICECLOUD/ERP/OTHERAPPS

PROCESSCLOUD DOCUMENTS/SOCIALCLOUD

ProcessReview,Approvals,SelfService

CommuniGesSites ContentandConversaGons

ApplicaGonsData

CloudOn-Premise

Web Mobile Desktop

MOBILECLOUD

MobileApp,IntegraGon

CONTENT&PROCESS

B2BServicesOrderPortal(MobileApp/Web)

CommunitySite(Web/Mobile)


BETTERCUSTOMERENGAGEMENTANYWHERE,ANYTIMEAGILITY IMPROVEDPRODUCTIVITY

•  Track,placeorupdateorders,servicerequests,returns24X7onmobile

•  CommunitydrivespeertopeerinteracGon,speedresponseGmes,improvessaGsfacGonlevels

•  SelfserviceandselfhelpimproveSLA’s,drivingcustomerloyalty

•  Mobile-opGmized,24X7insights•  Driveinventory,logisGcs,planningonthego

•  SinglepaneofinformaGonforvisibility,decisionmakingacrossapplicaGonsandprocesses

•  Selfserviceportals,communitysiteseliminateservicesoverhead

•  CloudmodeleliminatesITrelianceandoverhead,applicaGoncustomizaGonissues

BusinessBenefits

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NextStepsHowtoGetStarted?

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MakeServiceExcellenceaHabitStartthinkingabout:

•  HoweasyisitforyourB2Bcustomers,partnersandserviceemployeestoshareandcollaborateoninformaGon?

•  Wouldservicesbenefitfromcustomerrelianceonself-service,selfdiagnosisandhelp?

•  Whatbenefitswouldbegainedby“mobilizing”informaGonfrombackendERP,CRMandServiceapps?

•  WhatbenefitscouldberealizedwithdrivingcustomercommuniGesrichwithknowledgebase,customerdiscussions,real-GmeconversaGonsandready-to-usecontent?

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EngagewithOracleforanon-sitestrategyday StartyourFREETRIALtoday:cloud.oracle.com/documents

Learnmoreat:oracle.com/digitalcollabora8on

GetStarted

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