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

2Copyright © 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

Agenda

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

Introduction



Léon Smiers

Oracle Solution Architect

Dutch Capgemini Center of Excellence lead Oracle PaaS

Oracle ACE

Author Oracle Case Management Solutions

http://oraclecasemanagementsolutions.com/



Jeroen van Essen


Dutch Capgemini Special interest Group lead Process Cloud

Fusion Middleware and PaaS expert



Remco Stolp


Dutch Capgemini Center of Excellence lead Oracle CX

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



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


Airline: Customer interactionsRetail: returning a couch

Best practises for implementation of Service Cloud

Visualized by 2 cases

Source: Free images.com


Start (small)

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


Start (small)

Vanilla implementation

Start (small)



Start (small)


Start (small)

Self service



Start (small)


Start (small)

Self service

One voice



Start (small)


Start (small)

Self service

One voice

360° interaction view



Start (small)


Start (small)

Self service

One voice


Measure Satisfaction & Loyalty



Start (small)


Start (small)

One voice


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

Self service


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)


Start (small)

One voice



Self service


Hybrid environments



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



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



Product returnInformation

Information

Data Document & media

People relationship



Product returnInteraction

Interaction

Portal design Dashboard

Channel



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: Case management in a hybrid environment

On Premise Oracle

PaaSService CloudCloud Service Cloud Customer Portal

Oracle



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



Demo


Presentation Title | Date

Conclusion



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



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



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



Contact information

Léon SmiersOracle Solution ArchitectOracle ACE

[email protected]+31 6 150 30 373

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

Remco StolpOracle Solution ArchitectCoE Lead Oracle CX

[email protected]+31 6 55447827

Jeroen van EssenOracle Fusion Middleware/PaaS specialist

[email protected]

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

mailto:[email protected]

http://twitter.com/leonsmiers

http://www.capgemini.com/oracleblog

http://oraclecasemanagementsolutions.com/



http://twitter.com/jeroen_vanessen

http://www.capgemini.com/oracleblog

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

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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.

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

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