crmit solutions' fixed scope offering for fast track implementation of oracle rightnow cx...

Fast Track Implementation of Service Cloud

Fixed Scope Offering (FSO) for

FSO for Service Cloud© Copyright 2014 CRMIT. All rights reserved.

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• This is an overview presentation of a “Fixed Scope Offering” from CRMIT Solutions for the implementation of the industry leading Oracle RightNow CX Service Cloud solution.

• CRMIT is Platinum level member of Oracle PartnerNetwork (OPN) with an OPN Specialized status for Oracle Service Cloud (Oracle RightNow CX Service Cloud solution)

• Have a strong and experienced team of skilled and certified CX Consultants with a proven track record of successful Oracle RightNow implementations including Fortune 100 companies

• The Oracle RightNow CX Cloud Service solution, along with our fixed scope offering for the implementation brings to you quick ROI at minimum risk.

• The following presentation gives insight into our fast track methodology, proven tools and expertise that will ensure the successful deployment of the solution in the given timeline and budget.

Executive Summary


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Index

• Today’s Business Challenges• Proposed Solution• Implementation Scope • Implementation Methodology & Deliverables• Project Resources• Assumptions and Exclusions• Our References


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Customer Experience Lifecycle

Great Customer Experience is the Sum of ALL Interactions


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Today’s Business Challenges

• Improve your customer experience whilst reducing operational costs• Reduce and streamline your email processes and achieve

measurable efficiencies • Provide an improved knowledge management solution, with

increased self-service rates • Enable Cross Channel Customer Engagement


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Oracle RightNow CX Cloud Service


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Delivering Your Customers the

Right Answer at the

Right Time

Oracle RightNow CX Cloud Service

Services


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Service is Key to Oracle’s Complete CX PortfolioFor Helping You Differentiate your Brand


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Improving Cross Channel Customer Experiences

Unifying cross channel experiences to

strengthen customer relationships, improve resolution rates, and

increase sales

The Oracle RightNow CX Cloud Service combines Web, Social & Contact Center experiences, for a unified cross-channel service solution in the Cloud


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Oracle RightNow Web

• Oracle RightNow Web Self-Service

• Oracle RightNow Guided Assistance

• Oracle RightNow Email Management

• Oracle RightNow Chat

• Oracle RightNow Co-Browse

• Oracle RightNow Mobile

Web


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Oracle RightNow Social

• Oracle RightNow Social Monitor

• Oracle RightNow Support Community

• Oracle RightNow Innovation Community

• Oracle RightNow Self Service for Facebook

Social


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Oracle RightNow Contact

• Oracle RightNow Dynamic Agent Desktop

• Oracle RightNow CX and Fusion Sales

• Oracle RightNow Scripting & Workflow

• Oracle RightNow Add-Ins & Custom Objects

• Oracle RightNow Agent Desktop CTI Media Bar

• Oracle RightNow Multi- Channel Solution

• Oracle RightNow App Builder Connect

Contact Center


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Oracle RightNow Engage

• Oracle RightNow Analytics

• Oracle RightNow Outreach

• Oracle RightNow Customer Feedback

• Oracle RightNow Knowledge

Engage


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Implementation Scope


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Implementation ScopeFunctionalities Covered

Supporting Functions Inscope Supporting Functions Inscope Supporting Functions Inscope

Knowledgebase articles Incident and contact creation Customer Portal Configuration

Smart Assistant Queue Management Self- Service

Guided assistance SLAs Self Service for Facebook

Standard texts Escalation Management

Analytics and Reporting Staff and Profiles creation

KnowledgeManagement

Incident/Email Management

WebSelf Service


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Core CX Services

Common Configuration & Supporting FeaturesIncluded In Scope (Knowledge/Email/Web)

Category Features Items included

Common ConfigurationStaff Management 15 Staff Accounts

Application Appearance 4 Workspaces ( 1 per object. For Objects : Incident, Contacts, Tasks, 1additional object)3 Navigation Sets ( 1 per Profile)5 Customizable Menus (Standard & Custom -including incident queues, severity & status)7 Business Rules and 5 workspace rules

Import Assistance to Import Answers by providing sample templates and mapping files

Site Configuration 1 instance, 1 interface (US-English Language Pack)(Note: Interfaces are provisioned by hosting)

Internationalization 1 Country/Province setup(Note: creation of country provinces/currency, if not defined in RN already)

Service Level Agreements 1 Response Requirements definition, 1 Service Level AgreementHolidays definition As per customer requirement

Products/Categories/Dispositions

50-Products, 10-Categories, 10-Dispositions

Database Configuration 30 fields across objects (objects as per customer requirement)

Reports 10 Custom Reports


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Service Configuration Knowledge base Setup up to 50 answers to enable customer portal

up to 20 Topic Words, up to 10 Stop WordsConfiguration of 1 Guided AssistanceSetting up of Smart Assistant

Setting one answer feedback configuration rule

Import Configuration of one propose an answer workflow

Core CX Services

Knowledge Management Included In Scope


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Email ManagementEmail Management / Mail Box Setup

3 Service Mailboxes (customer to provide email settings/hosting details)•Up to 5 Message templates•Up to 10 standard text•Configuration Settings•Incident Queues creation

Service Level Agreements 1 Response Requirements definitionHolidays definition As per customer requirement1 Service Level Agreement

Core CX Services

Incident/Email Management Included In Scope


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Customer PortalCustomer Portal Branding & Styling

Apply basic Customer-supplied branding & styling design elements,limited to basic HTML and CSS elements; limited to template-specific styling such as header, footer, global colors,fonts, and logo; testing is limited to RightNow CX desktop web browsers.

Standard Widgets Configure standard widgets provided with RN generated standard portal pages:•Search•Most popular answers•Contact Details•Ask a Question•Self Registration and Login

Social Assistance to Import Answers by providing sample templates and mapping files

Core CX Services

Web Self Service Management Included In Scope


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RN Features which are not part of scope

• Chat• Co-Browse• Set-up in any other language than English• Virtual Assistance• Agent Scripting and workflows• Additional custom reports and dashboards• Social monitor and communities

Items not included in Fixed scope offering

• Data Migration• Training & Documentation (for Training contact

Oracle University)• Data Integration to external systems• Syndicated widgets and custom widgets• Corporate/other web site integration with standard

RightNow portal pages• Custom development of modules• Telephony Integration

Optional CX Services

Customization & Configurations Out of Scope

Note: Implementation services described in this document are designed for single stage go-live (production environment )Anything not explicitly listed in the scope is deemed to be out of scope and hence not included Multiple or staged go-lives are outside the scope of these services, and if desired a Change Order can be discussed


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Implementation Methodology & Deliverables


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GO LIVE

WEEKS5

in as early as


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GO LIVEFIXEDSCOPEAPPROACH

FIXEDCOST

ZERO RISK

SUPPORTED BYRightNow Certified

specialistsOracle Validated integration products


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Project kick off

Requirements workshop

Document requirements

Requirements sign off

High level design

Low configuration workbook

Configuration

system testing

UAT support

End user training

Go live preparatory

activities

Post go live warranty support

of configured system for 1 week

Implementation Approach

Week 1 Week 2-3 Week 4 Week 5

Go Live WarrantyConfigure Discover & Define


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Project Resources


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CRMIT Project TeamDelivery Head Oversee the overall project and provide necessary inputs to the team in achieving the critical success

factors of the project | Keeps a track of the budget and is also responsible for customer satisfaction

Project Manager Primary point-of-contact; co-leader of all project activities in partnership with your organization's project manager | Leads the weekly Project Status Meeting Leverages and applies project management best practices Manages expectations and issues, and ensures the project is on track to deliver results. Facilitates the Project Results Meeting | Facilitates the Customer Care Transition Meeting.

Principal Business Consultant

Understands user issues and translates them into requirements for the technology group Works directly with clients at all levels throughout the organization to help identify and clarify business requirements | Prepares time and cost estimates based on guidance from technical consultants for systems development and implementation.

Sr. Business Consultant

Gather customer requirements | Vision and Glossary document for entire project | Write Use-Cases, BRD, FSD etc based on the solution being offered | Coordinate with development team in issue resolution.Active participation in all phases of the project including planning and analysis, design, development, testing and implementation, related to their area of expertise

Sr. Quality Lead Test effort estimation of the project | Prepare test strategy and test plan for the project | High level testing of the flow of the Application software | Investigate potential defects and discuss them with developers.Prioritize test requirements and organized test cases accordinglyPrepare the end user documentation of the project flow for the User Acceptance Testing


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Your Organization's Project TeamProject Manager Primary point-of-contact; co-leader of all project activities in partnership with your assigned RightNow

Professional Services project manager | Coordinates all project resources and participation for your organization | Manages expectations and issues, and ensures the project is on track to deliver results.

Project Sponsor Provides overall project leadership and executive direction | Communicates business objectives and goals

RightNow Administrator

Primary administrator for RightNow product configuration settings, including Staff Accounts, Profiles, Workspaces, Custom Menus and Fields, and Analytics | Manages publication of approved content to the production environment | Primary contact for day-to-day operations of your RightNow CX solution

Trainer(s) & Tester(s) Develop agent training materials and delivers agent training | Performs User Acceptance Testing tasks for the RightNow environment.

Functional Lead / Subject Matter Expert(s)

Provides specific expertise to the project by owning functional requirements and the overall configuration design of the solution | Creates and maintains the knowledgebase (answers) within the RightNow CX environment | Acts as a champion of your RightNow CX solution within your organization.

Technical Lead / Subject Matter Expert(s)

Provides specific expertise to the project by owning technical requirements and coordinates appropriate IT resources as needed | Provides input data files and approves data import specifications (if separate add-on services are purchased)

Web Team / Subject Matter Expert(s)

Provides design and styling details for Customer Portal | Coordinates website rollout activities to ensure seamless integration of the RightNow Customer Portal into your other web properties.


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Assumptions & Obligations


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Key Assumptions1. Formation of a Project team empowered for critical decisions.2. A timeline of 5 weeks is assumed to kick start subject to the availability of Oracle RightNow CX Cloud

Service environment.3. The implementation will be based on the cloud deployment model, hosted at Oracle4. Configuration within the standard system is performed. No customization or modifications to any non-

RightNow web page (i.e. pages that are part of your primary web site) included. 5. Organizational Change Management will be client’s responsibility 6. CRMIT’s responsibility excludes desktop workstation or internet network configuration and/or

troubleshooting. This includes, but is not limited to internet connectivity, router/switch troubleshooting, DNS issues, TCP/IP configuration, network appliance, web server, remote access client, client VPN, operating systems, Citrix, Terminal Server.

7. Visual assets (logos and graphics), HTML, CSS elements will be provided by customer.8. Implementation services described in this document are designed for single stage go-live (production

environment )9. Anything not explicitly listed in the scope is deemed to be out of scope and hence not included.10.Multiple or staged go-lives are outside the scope of these services, and if desired a change order can be

discussed.


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Key ObligationsFor the project to be successful within time & budget, Customer must fulfill the following obligations:

1. Provision of Oracle RightNow CX environment prior to project start 2. Assign a project manager to lead your staff’s efforts 3. Assign experienced and empowered business and IT users to work closely with CRMIT’s

consultants according to project plan (some full-time allocation may be necessary at times) 4. Perform certain project tasks according to project plan such as

• Provide data in format specified by CRMIT• Create Knowledge Base items• End user training

5. Arrange for a project executive sponsor and project steering committee 6. Enablement of functionalities has the dependency of RightNow features purchased by customer


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Our References


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Case Study #1Enabling student experience through contact centre solution

CHALLENGES• Improve student experience across all communication channels • Customize incident tracking for each interaction• Increase application process efficiency• To gain greater visibility into students needs, education trends, and opportunities for

institutes process improvement

BENEFITS• Meets the needs for a sophisticated student service experience, and handle the complex

and multiple interactions inherent in the student lifecycle.• Institute gains the ability to capture, track, access, assign, and manage student information

all in within a centralized system.• Process automation provided the necessary tool to manage key relationship between the

student and educational institutes..• With complete student incident histories at their fingertips, University employees could

easily address ongoing inquiries.• Deliver the ultimate cross-channel student experience options for students to interact with

institute by leveraging additional channels enabled by RightNow such as online chat, email, web self-service, and mobile

COMPANY OVERVIEW

Global leader in international education with a number of related business lines including student placement into universities, English language testing as well as English Language Training and management of education related aid.

IndustryEducation & Research

Products & ServicesOracle RightNow CX Cloud Service


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Case Study #2Delivering next-gen passenger travel experience

CHALLENGES• Unify all passengers’ information across multiple channels • To resolve passengers’ issues quickly and easily.• To assist passengers on mobile website, portal, social media channels and seek and

share information through self and assisted service

BENEFITS•Unify all passengers’ information by providing agents with all relevant previous exchanges regardless of channel or department and resolve their issues quickly and easily.•Empowers customer service and sales teams to listen, engage, create, market and analyze interactions across multiple social platforms in real-time to effectively engage with customers and prospects•Offer service channel choice with personalized assistance for every passenger interaction•Deliver relevant knowledge at the point of need to both passengers and the agents•Extended self-service by delivering relevant, consistent answers for quick resolution over a rapidly growing number of mobile devices.•Enable passengers to seamlessly transition from web self-service to assisted e-mail, chat, co-browse, and phone agents.

COMPANY OVERVIEW

One of the largest & oldest independent, travel group companies in the Gulf region. Over 100+ years old the group has grown in trading and shipping business to become one of the most diversified business houses in the gulf region and beyond

IndustryTravel and Transportation



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Case Study #3Large Retail chain in Australia Deploys Oracle Service Cloud to Support Enhanced Customer Experience

CHALLENGES• A 5-day time line to Australian Privacy Principles’ (APP) 2014 regulatory compliance and

introducing a system of 13 Australian• Privacy Principles that impact on the collection and handling of personal information.• Enable customer care teams to accelerate response time to customer queries by replacing

manual e-mail service & redundant data entry with a centralized customer contact database

• Implement a systematic tool that categorizes customer query types and allocates to appropriate trained staff members to improve productivity and enhance service quality

• Gain real-time customer insight to improve customer experience and support growth for customer base

• Develop, track and analyze all communication pathways, including the call center, social media, email and web self-service multichannel

BENEFITS• Base Application Setup - Setting up the base application to support current and future

processes• Email Integration - Automatic case creation based on emails, routing to the right team

members, and single point for all communication history• Social Integration - Ability to retrieve and respond to social channels within the RightNow• Workflow management - Ability to share requests (e.g. gift cards, credit vouchers) to

internal departments and track them through various approval stages until the request is fulfilled

• Reports & Dashboards

COMPANY OVERVIEWThis customer is an online shopping & department store chain with over 300combined stores. The retail chain wanted to implement a centralized customer contact database to expand its communication channel. It also wanted to gain a consolidated view of customer information from all communication pathways, including the call center, social media, email and web self-service.

Industry Retail



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Why customers choose CRMIT

End to end expertise on Oracle Customer Experience solutions. Participate in evangelization, roadmaps, product feedback, issues identification & Integration specialization.

200,000+ users

250+ Engagements

25+ countries

4000+ app users

24,000+ hrs training

10 yearsCloud CRM

1000+ man-years of deployment

CX Enablement's

Self ServicePlatform

Social Channels

Email Integration

TelephonyIntegration

MobileIntegration

Specializations

Authored Book on CRM On Demand3 apps on ORCL Market Place

Accreditations

Solutions

Configure Price Quote

Marketing Cloud

Sales Cloud

Services Cloud

Social Cloud

Policy Automation

Oracle Sales CloudOracle Service CloudEducation & ResearchFinancial ServicesOracle Validated IntegrationComputer Telephony

ISO 270001 REGISTERED


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Enabling Excellence

Best Customer Relationship Management Program Award

Best SaaS-Based Program Award

National Award

for E-

governance2007-08 2012 Winner

2014


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+ 44 20 8872 4127

Rest of Asia

Deployment base spread over 25+ countries

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