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Oracle customer relationship management (CRM) enables organizations to transform the

customer experience. With an unmatched range of products, industry expertise, and deployment

options, Oracle is the right choice for CRM.

• Comprehensive CRM capabilities

•

Tailored industry solutions• Role-based customer intelligence and pre-built integration

Leverage Gain Realize Customer relationship management The most customer success

• Best-selling and most-deployed CRM solutions

• Best documented customer results

• Most success across industries

The most-innovative CRM solutions

•

Most-awarded software• True industry-specific applications

• Embedded real-time business intelligence

The most-strategic CRM partner

• Maximum flexibility with the broadest choice of functionality and deployment options

• A future road map with the leader in SOA-native CRM development• The world's most-proven expertise in CRM deployment

CUSTOMER RESULTS

• Doubled profits in two years. (Source: BT)

• Grew sales more than 300 percent. (Source: ViewSonic)

• Saved 17 million per month in billing costs. (Source: Verizon Wireless)

• Reduced call-handling times by 25 percent. (Source: US Department of Homeland

Security)

• Achieved a 32 percent increase in retail checking customers. (Source: PNC Bank



Get more value out of your Oracle investment

This complimentary online self-assessment has been designed to share Oracle Customer Services

good practices across five domains - strategy, process, technology, people, and governance.Take this 10-15 minute assessment and immediately receive a detailed, personalized benchmark

study that will give you:

• A comparison of your results to those of your peers

• Advice on good practices in 25 practice areas across 5 domains

• Recommended actions you can take to improve your practices

• A list of Oracle Services to assist you in your practice improvements

Leveraging the collective experience of supporting more than 300,000 customers across the

solution lifecycle allows Oracle Customer Services to help you get maximum value from your Oracle investments. Oracle may contact you to discuss the survey results and related Oracle

products and services.

Drive Your Business Forward with Oracle Advanced Customer ServicesGet on the Fast Track to Operational Excellence

From planning to optimizing, Oracle Advanced Customer Services spans all phases

of your Oracle solution lifecycle, helping you to align your IT and business strategies,

maximize system performance, and gain a competitive edge.Oracle Advanced Customer Services helps you proactively manage your Oracle investment

for maximum business results. A designated team of service engineers, account managers,

and product experts provides highly engineered solutions—including proven methods; best practices; and proactive, personalized assistance—to help ensure continual operational

improvement, smoother upgrades, higher system availability, and better overall system

performance. The result is a distinctly superior Oracle ownership experience.Depending on your chosen level of engagement, you can customize the scope and frequency of these flexible offerings to match your specific business needs. This highly engineered approach

to continual operational improvements helps you to extract more value from your Oracle

systems—with greater speed and less disruption to your business.

Accelerate Return on IT Investment

The pressure to deliver faster return on IT investments has never been greater. Oracle

Advanced Customer Services offers proactive and personalized solutions to help you overcomethis challenge, while helping to provide improved service levels and lowered IT costs.

Oracle Advanced Customer Services experts have expertise in technology adoption, change

management, performance optimization, and system management to deliver more value to

your business and help you better leverage your existing resources.Reduce the Cost, Risk, and Complexity of Change

Successful companies constantly evolve, and IT must align with dynamic business priorities.

Oracle Advanced Customer Services helps you adapt efficiently to business and technologychanges while minimizing costs and risks and helping your IT department remain synchronized

with business goals. Oracle Advanced Customer Services helps you make better business

decisions by providing you with the option to develop a personalized technology strategy andlong-term operational plan that facilitates alignment of technology and business objectives.



This structured approach, from planning through postimplementation, enables you to

leverage Oracle expertise while controlling your IT spend and minimizing risks.

CRM WITH HERBALIFE:

Avoiding Problems with Proactive Monitoring Since Herbalife’s business nearly spans theglobe, its IT systems cannot be down for any extended time period. The company, therefore,

requires proactive management to ensure sustained IT health. Oracle Support, through its My

Oracle Support portal, provides the company with regular updates, including an ongoingassessment of its systems, recommendations for critical patch updates, health checks, and

security alerts. “With My Oracle Support, there are very few surprises that come your way.

Oracle monitors our system and provides a proactive interface through which we can locate keyinformation such as critical updates and security information. This helps us avoid problems

before they arise,” said Raj Adigal, director, Enterprise Software Administration Group,

Herbalife.

Accelerating Problem Resolution When occasional issues do arise, Herbalife relies on MyOracle Support to quickly resolve them and minimize downtime. With My Oracle Support,

Herbalife can quickly conduct a root-cause analysis to identify and fix a problem, and then

initiate the change management process to apply the particular fix to all affected systems.Overall, the company has reduced the time required to resolve issues by about 50%. This has

resulted in a cost savings as well, as IT staff spends less time managing resolutions. “Our

objective is to shorten the amount of time that’s required to resolve the problem. And that’swhere priority handling of service requests through My Oracle Support comes in,” Adigal said.

Herbalife has benefitted from My Oracle Support’s integrated service request workflows and

dynamic system configuration that shares data with Oracle Support in real-time. “The option of

priority handling when we associate a system configuration to a database service request gives usthe confidence that our issues are given faster consideration and response,” Adigal said.

Herbalife leverages the My Oracle Support Configuration Manager, which automatically gathersconfiguration information of Oracle product installs—such as installed patches; deployment platforms, dates, versions, and types; content of configuration files; and information about

network configurations—and uploads this information to populate the My Oracle Support

dashboard. The dashboard enables Herbalife and the support team to view

Personalizing Information View with unified Dashboard Another advantage of My Oracle

Support is the single, unified dashboard that provides Herbalife with a holistic view of its systemhealth, including open issues, resolved issues, upcoming maintenance activities, and more. “It

provides us with reporting metrics in terms of what service requests we have open and their

status, so it’s a very clear and user-friendly dashboard,” Adigal said. The easy-to-use dashboard

provides access to approximately 100 users, who can directly submit requests without requiringassistance from other team members, reducing bottlenecks. The dashboard also has reduced the

number of clicks required to view documentation for issues or patches. My Oracle Support also

provides collaborative support opportunities, giving Herbalife access to a network of peers toshare information and a knowledge base of more than 800,000 articles designed to help improve

system performance. “By reducing the time spent on support activities, My Oracle Support has

improved productivity and freed staff resources to focus on more strategic activities,” Adigalsaid.



Improve System Stability Overall, My Oracle Support has helped Herbalife improve system

stability by viewing critical issues, drilling down into a configuration for the host or other type of

target, and proactively identifying problems to achieve early resolution. The company is able todeliver nearly 100% uptime outside of scheduled maintenance windows.

Why Oracle?

A long-term Oracle customer, Herbalife values the relationship with its vendor and relies on MyOracle Support to maximize that relationship. When Herbalife embarked on its global expansion

of the Oracle E-Business Suite, its relationship with Oracle and the personalized, proactive

capabilities of My Oracle Support proved to be very valuable. “Our global extension of our Oracle E-Business Suite environment was a really intense project for us, and Oracle has been

extremely helpful. I think My Oracle Support is a great tool,” Adigal said.

Download - Oracle Customer Relationship Management

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