When Great Customer Experience Requires Meeting the Customer

1. When Great Customer Experience Requires Meeting the Customer Sonia Wadhwa, Director, Oracle Development Niken Patel– Serene CorporationUma Welingkar, Senior Director, Oracle Development

2. Program Agenda • Customer Expectations • Customer Story: Serene Corporation • A Sneak Preview 2014: Field Service Demo • Key Takeaways for Superior Service

3. Safe Harbor Statement The following is intended to outline our general product direction. It is intended for information purposes only, and may not be incorporated into any contract. It is not a commitment to deliver any material, code, or functionality, and should not be relied upon in making purchasing decisions. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.

4. Customer Expectations

5. Customer Expectations Are Rising

6. While Customer Experience Is Top of Mind forCompanies… Customer Experience Objectives 93% of executives say improving their customer’s experience is one of their top three priorities in the next two years. 20% of annual revenue estimated to be lost for failing to deliver a positive CX 91% of businesses wish to be considered the CX leader in their industry Source: Oracle, Global Customer Experience Survey, Global Insights on Succeeding in the Customer Experience Era, 2013.

7. This is the life of a Customer

8. And Customers want on-time Service How do companies achieve it? Company Focus Dramatic Results YET only 60% of the companies leverage some level of Field Service Automation Sources: Aberdeen group

9. Focus on Field Service Asset Management and Preventive Maintenance • Schedule Management Contract Management Work Order Management Depot Repair Inventory Logistics

10. Achieving On-time service Field Service Collaborate with Experts SR Created Order Replacement Parts Warranty/ Contract Management Depot Repair Schedule & Dispatch Engineer Field Engineer Visits Site Revolve & Close SR Signature & Survey Capture Equipment Preventive Maintenance Engine Triggers Invoice & Billing Fulfill Order

11. Customer Story: Serene CorpField Service Mobile Today

12. Re-Engineering Field Services Processes with Serene & Oracle Platform 25 September, 2013

13. Agenda • Security & Detection Market Leader – Company Profile • Key Field Service Challenges Faced • Solution – Oracle Footprint rolled out • Implementation Plan executed with Serene • Learning's & Results • Serene Corp. Overview

14. Leading Security & Detection Company – Company Profile • Provider of Security solutions for government, TSA and private companies • Division of a Big Corporation • A 13B company with 51,000 employees • One of Top 10 Government Contractors • Across most Federal & Government departments

15. Leading Security & Detection Company – Company Profile (contd.) Market Leader • Checkpoint Systems • Baggage Systems • Air Cargo etc. 80 + Countries 50,000+ Installs

16. Key Challenges & Business Drivers Re-engineering the Field Service Platform had become critical for business • Critical need for an application that could streamline operations across call center & field service • Capture & Tracking of the right SLAs and metrics - directly impacted revenue • Accuracy of the service data captured by the application • Assignment of Right Technician to the right SR • Complex Preventive Maintenance contracts – 400+ plans for 50,000 installs across the Globe!

17. Solution Deployed & the Serene Implementation Current State: • Re-built end-to-end processes supporting call center, field service, contracts, finance and operations business units • Siebel Modules leveraged - Call Center, Field Service, Mobile, Contracts, Siebel Remote, Preventive maintenance engine, Assignment Manager • Achieved operational efficiency - supported all SLAs – by customer & location hierarchy, contract based service management, accurate assignments, service metrics/notifications for management etc. WIP / Future State: • Roll-out Siebel Mobile Field Service on iphones & tablets • Global Roll-out to the rest of the 80+ countries • Enhanced usability leveraging Open UI features across web, mobile • Expansion of Siebel Platform to SFA, Prod Configurator etc. to have a single end to end platform

18. Learning’s / Best Practices & Business ROI Business Benefits / ROI: • Met requirement to measure and manage service metrics across customer service and field service (Top benefit for key customer – TSA) • On-line & Off-line capability of capturing metrics in real-time • Legacy hard-copy forms are now tracked & reported electronically • 100% Performance Compliance in Preventive Maintenance Metrics • Key Service Metric improved significantly to meet Field Services Motto : Fix it Right : First-Time Learning’s / Best Practices: • Choose a ‘right-partner’ for journey, NOT a Consulting Company • Engage ‘All’ stakeholders from ‘start’ of the project • Do NOT under-estimate ‘Change Management’ • Plan it from Day 1 of the project  You won’t regret it !! • Identify & Build ‘New’ Support team • Consisting of Business SME’s across the groups & IT support staff

19. Serene Corporation- Your All Purpose CX Partner • Boutique Focused Service provider with comprehensive CX experience • 300 employees – all focused on CX • Santa Clara, CA (HQ), New Jersey, Dallas, Melbourne, Australia, Pune India (ODC) Facts • More experience across CX products than most firms (250+ projects) • 100+ Siebel On Premise Projects • 130+ SaaS CRM engagements, 12 Fusion CRM engagements • 25+ Master Data Management & Data Quality engagements • 7 Industry Verticals certified by Oracle • 80+ dedicated resources on SaaS CRM (Oracle Sales, Service & Marketing Focus Expertise • Roadmapplanning, product selections, implementation experience across • SaaS CRM – Dedicated project methodology • (Oracle Sales Cloud Fusion, CRM On Demand, RightNow, Eloqua) • Integrations with over 45 enterprise applications and SaaS products • One of the most experienced Oracle SaaS partners for 5+ years Gartner recognized Serene as a boutique CRM consulting firm in its CRM vendor report in 2011

20. Right People | Effective Solutions Thank You

21. A Sneak Preview 2014: Field Service Demo

22. 2014 Field Service

23. 2014 Field Service

24. Key Takeaways

25. Key Takeways • Create the Right Technician Workforce with the Right Tools • Focus On Preventive Management • Improve diagnosis prior to field visit increasing first time fix rates • Have the right parts at right time, leading to zero inventory • Finally collaboration between teams for increased revenue

26. Join The CX Conversation @ OpenWorld #CX #OOW13 @OracleCX

27. Stay Connected With CX

28. Graphic Section Divider

30. APPENDIX

31. 2013-IP Siebel Mobile for ServiceEmpowering the Offline Field Technician Solution Overview : Empowers the field technician by providing access to key service information needed to execute the field activity Key Capabilities: Access to key field activity and related information like customer, service request and asset data Capture progress of activity, parts used, time spent, expenses incurred 1-Tap to check parts availability, order parts, create RMA, update inventory, generate invoice Why it matters : Improves Field Technician productivity and satisfaction by providing access to information at his finger tips

32. Siebel Mobile SolutionsEmpowering Field Service Technician 2013-IP • Basic Operations • Create, View, Update & Delete SRs, Activities, Accounts , Assets, Parts Inventory, Orders, Invoices (C) • Device/App Integration • Google Maps Integration ( C) • Special Logic • Automatic Invoice Generation (C) • Part Tracker Inventory Update (C) • Activity Status State Transitions ( C) • Check Part Availability in Trunk ( C) • Single Click Order Creation (C) • Capture Customer Signature (C) • Basic Operations • Create, View, Update and Delete SRs, Activities, Accounts , Assets, Parts Inventory, Orders, Invoices (D) • Special Logic • Automatic Invoice Generation (D) • Check Parts Availability in Trunk from within Service Activity ( D) • Single Click Order Creation (D) • Activity Status State Transitions ( D) • Capture Customer Signature (D) C-Connected Available Now; D – Disconnected 2013-IP

33. Customer Experience – MobilityEmpowering Field Service Technician Planned • Basic Operations • Support Solutions, Asset Hierarchy, Customer Survey, View peer truck stock • Support Leads, Timesheets, Quotes, Contracts and Expense Reports ( C,D) • Device/App Integration • Camera (Photo/Video) Integration (C, D) • FacetimeIntegration ( C) • Offline Google Maps Integration ( D) • Barcode Integration ( C,D) • GPS Integration ( C) • Calendar Integration ( C) • Specialized Logic • Check Part Availability in Trunk ( D) • Part Tracker Inventory Update (D) • Automatic Quote Generation from SR ( C) • Spare Part Pricing and Ordering ( C) • Asset Warranty eligibility check ( C) • Timesheet Automation ( C) • Receive Parts and update Inventory ( C, D) • Cycle Counting ( C) • Print Invoice ( C,D) • Email Invoice (C)

34. Now Oracle Knowledge The right answers at the right time Solution Overview. Oracle Knowledge integration with Siebel’s Call center provides a unique ability to discover the true intent of each inquiry with real-time contextual data from enterprise systems to quickly pinpoint the most-relevant answers. Key Capabilities: • With Context-driven search quickly pinpoints relevant answers leveraging key information from service requests. • It allows agents, customer communities to tap into knowledge from various sources • Allows agents and customers to collaborate with peers, reach out to subject matter experts, and contribute their own expertise. • Industry specific answers on the web Why it matters : Improves productivity by allowing access to knowledge across the organization

35. Now • Dispatch Agents – Real-time Scheduling • Right Technician at the Right Time at least cost • Solution Overview:Integrating Siebel Field Service with Oracle’s Real Time scheduler provides a real-time dynamic scheduling solution for companies to optimize the scheduling of their skilled mobile resources Key Capabilities: • Real-time appointment booking and optimization • Continuous optimization and Automated Dispatch • Modern and Easy to Use Dispatch Board • Visualize technicians on a map Why it matters : • Allows technicians to spend more time resolving the job and less time travelling. Reduces cost by minimizing overtime

36. 2013-IP • Dispatch Agent - Dispatch Board • Right Technician at the Right Time at least cost • Solution Overview:Integrating Siebel Field Service with Oracle’s Real Time scheduler provides a real-time dynamic scheduling solution for companies to optimize the scheduling of their skilled mobile resources Key Capabilities: • Real-time appointment booking and optimization • Continuous optimization and Automated Dispatch • Modern and Easy to Use Dispatch Board • Visualize technicians on a map Why it matters : • Allows technicians to spend more time resolving the job and less time travelling. Reduces cost by minimizing overtime