• This is an overview presentation of a “Fixed Scope Offering” from Fusion5 for the implementation of the industry leading Oracle RightNow CX Service Cloud solution

• Fusion5 is a certified key partner of Oracle, specialised in the implementation of Oracle RightNow CX Service Cloud

• We have strong and experienced team of skilled and certified Consultants with a proven track record of successful Oracle RightNow implementations over the last 10 years

• The Oracle RightNow CX Service Cloud 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

INDEX

Today’s Business Challenges

Proposed Solution

Implementation Approach and Scope

Implementation Methodology and Deliverables

Project Plan

Assumptions and obligations

Our references

“Understand my true value in order to best serve MY needs”

“Leverage my information to understand what I need, but be relevant”

“Proactively and intelligent engage me with personalised

experiences”

“Make it really easy and rewarding for me to BUY from you”

“Deliver on your brand promise to earn the trust,

that returns more business”

“Treat every interaction with me as an opportunity

to provide more value”

“Strengthen your relationships with me across

every touch point”

“Help me along my journey to minimise the risk of doing

business with you”

“Empower your employees to help me get timely access to information”

“Provide multiple ways for me to connect with you

at MY convenience”

“Enable your brand to be unique and represent me where I hang out”

“Enable me to get consistent information & timely resolution across all channels”

Deliver Great Customer Experiences

TODAY’S BUSINESS CHALLENGES

Adopt leading Global Customer Experience (CX) practices

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

Deploy a leading Oracle RightNow CX solution by April 2014

THE INDUSTRY LEADING SOLUTION

Oracle RightNow CX Service Cloud

Mobile

Social

In Store Contact Center

Field Service

Direct Sales

Channel Sales Web

Oracle

Marketing

Oracle

Commerce

Oracle

Sales Oracle

Service

ORACLE CUSTOMER EXPERIENCE PORTFOLIO

Complete portfolio of best-of-breed

solutions to deliver better customer

experiences

Open and standards based,

enabling extension and

integration with existing and

third party solutions

Deployed modularly for discrete

business problems or as a suite of

applications to address touch points

across the customer lifecycle

Foundational Tools

Oracle Cloud

Infrastructure and

Platform Services

Oracle MDM, BI and

Decisioning Tools

Oracle Integration and

BPM/SOA Tools

Oracle

Social

Oracle Mobile, Portal

and Content Tools

Cross-Channel Contact Center

Knowledge Management

Field Service

ORACLE SERVICE

Policy Automation

Platform

Oracle Service delivers connected engagements that empowers businesses to understand needs, solve

problems, and delight customers

Web Customer Service

ORACLE RIGHTNOW CX CLOUD SERVICE

WEB CUSTOMER SERVICE

Self Service Community Support Email Escalation

Chat / Co-browse Virtual Assistant Customer Portal

SOME OF OUR ORACLE RIGHTNOW CUSTOMERS IN NEW ZEALAND

Higher Education Utilities & Others

Utilities & Others

Utilities & Others Utilities & Others

Financial Services Utilities & Others

Communications Utilities & Others

Public Sector Utilities & Others

ORACLE RIGHTNOW CX MODULES INCLUDED IN SCOPE

Module Name In Scope Module Name In Scope Additional Services

In Scope

Knowledge Management Social Monitoring Custom Reports

Incident / Email Management

Self-Service Facebook System Integration

Web Self Service Communities Data Conversion

Site Management Guided Resolution Forward to Expert Solution

Analytics & Reporting Collaboration System Customisation

Cross-Channel Service Mobile Agent App PartnerPlus

Mobile Service Customer Feedback

Live Chat Outreach emails & web forms

CORE CX SERVICES – BASE SITE CONFIGURATION IN SCOPE

1 Interface is included

Navigation Sets x 4 (Admin, Knowledge, Enquiry Manager, Enquiry Staff)

Account Profiles x 4 (Admin, Knowledge, Enquiry Manager, Enquiry Staff)

Staff Accounts x 20 (using above profiles)

Mailboxes x 2 (1 service mailbox and 1 marketing mailbox)

Custom Fields x 5 each for Incidents and Contacts

Workspaces (Incident, Contact, Answers)

1 x 2 hour familiarisation session, 1 x 4 hour admin training and 1 x 4 hour user training

CORE CX SERVICE – KNOWLEDGE MANAGEMENT IN SCOPE

Training in creating/updating Knowledge Content included in 4 hours user training

Product and Category Management and Assignment (maximum of 10 Products and Categories)

Answer Review/Approve/Publish workflow management (maximum of 2 business rules and 1 escalation rule)

CORE CX SERVICE – INCIDENT / EMAIL MANAGEMENT IN SCOPE

Queues and Queue Management configuration (maximum of 6 queues)

Incident Business Rule and Escalation Rule configuration (maximum of 4 rule

states, 12 rules, and 1 escalation)

Response Levels and 1 default SLA configuration

Service Message Templates (includes branding the template and customising

maximum of 6 emails)

CORE CX SERVICE – WEB SELF SERVICE IN SCOPE

Customer Portal configuration

Customer Portal Branding (1 theme and 1 template included)

Customer Portal Page configuration (includes follow pages only - Home, Answer List, Answer

Detail, Ask a Question with SmartAssistant)

Only standard Widgets included with configuration (no custom widgets)

CORE CX – ANALYTICS & REPORTING IN SCOPE

All standard out-of –the-box reports

Up to 6 custom reports

PROJECT SET-UP IS CRITICAL

Very Experienced Project Team

Experienced Project Manager

Proven Project Implementation Methodology

• Project Risks

• Project Scope

• Project Timeline

• Project Issues

• Project Budget

Management of:

Partnership Approach

FUSION5 FOCUS METHODOLOGY

PROPOSED IMPLEMENTATION TIMELINE

Customer

Fusion5

Oracle

•Project Sponsorship and Vision

•Knowledge of business processes and requirements

•Commitment to Success

•Technical Infrastructure

•Prime / Project Management

•Significant Application and business expertise

•Significant Oracle RightNow and Cloud Implementation experience

•Extensive support structure

•Long term commitment

•Leading edge Cloud software

•Technical and application specialist skills and support

•Global support

• Investment in R&D

•Solution assurance

•Long term commitment

PARTNERSHIP APPROACH

WHAT HAPPENS POST GO-LIVE?

You go live on the new system and celebrate!

We’ll be there to assist you

• Fusion5 has factored in 8 hours of post Go-Live support to assist with any issues that may arise

• This support can be on-site if needed and incidental expenses are chargeable

You’ll have a support contract with Oracle that will provide:

• 24 hour ‘follow the sun’ help desk support (can also be logged through Fusion5)

• Access to knowledge databases

• Fixes and Patches (not that many are needed!)

• Free upgrades (new quarterly releases of the software)

You also move into our (optional) PartnerPlus program

• Optional / Additional services and support (level 1 and 2) from Fusion5

1. Fusion5’s FOCUS : Guided Methodology will be used for the implementation

2. A small Project team is formed and empowered to make decisions.

3. A timeline of 10 weeks is assumed with work products delivered during the timeframe, counting from the time that the Oracle RightNow CX Service Cloud system is provisioned.

4. The implementation is based on the Cloud deployment model, hosted at Oracle’s Sydney Data Centre.

5. No Customisation is performed. Configuration within the standard system is performed.

6. Single Sign-On set-up is not included. 7. Organisational Change Management will be Client’s

responsibility

KEY ASSUMPTIONS

For the project to be successful Customer must fulfil the following obligations:

1. Order Oracle RightNow CX Service Cloud 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 Fusion5'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 a) provide data in format specified by Fusion5 b) create Knowledge Base items c) end user training

5. Arrange for a project executive sponsor and project steering committee

6. Accept that where possible the work performed by Fusion5 Consulting will not be on-site

YOUR OBLIGATIONS

REFERENCE CLIENT 1 : Telecom New Zealand

• Implemented RightNow in 2004 • Has grown use of RightNow significantly to encompass: - external knowledgebase (over 7,000 knowledge items) - internal knowledgebase for agents - email management - chat - customer Portal web-forms - multiple interfaces - analytics for improved management reporting • Regularly uses Fusion5 consultancy services for enhancements and project work

REFERENCE CLIENT 2 : University of Auckland

Oracle RightNow – for campus-wide CRM (student/stakeholder management) • Knowledge management – with “AskAuckland”

• Incident management

• Forward to Expert

• Events management

• Facebook and mobile

• Have pre-paid Fusion5 consultancy services to assist with enhancements

NEXT STEP…

To start your journey towards realising your modern day CX Service vision, please contact us: New Zealand: WELLINGTON AUCKLAND Christchurch

Level 6, Lambton House Level 7 Unit 6, 15 Sir Gil Simpson Drive 160 Lambton Quay 3 City Road Harewood

Wellington Auckland Christchurch

Ph:+64 4 473 4552 Ph: +64 9 379 0525 Ph: +64 3 943 4369

Australia:

MELBOURNE SYDNEY BRISBANE PERTH

Level 9, 468 St Kilda Road 3.01 / 32 Delhi Road 509 Brunswick Street Level 9, 231 Adelaide Terrace Victoria 3004 North Ryde, NSW 2113 Fortitude Valley, QLD, 4006 Perth, WA 6000 Ph: +61 3 9922 5519 Ph: +61 2 8240 3800 Ph: +61 7 3831 2600 Ph: +61 8 9221 9221

ADELAIDE

Level 1, 69 Fullarton Road

Kent Town, SA 5067

Ph: +61 8 8239 5700

To learn more about our offering visit http://fusion5.co.nz/