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Drive Customer Satisfaction. Cut Costs. Improve Efficiencies.

Oracle i Support. Drive Customer Satisfaction. Cut Costs. Improve Efficiencies. Chris Kirby Senior Sales Consultant Oracle. Agenda. Customers Business Needs What is Oracle iSupport? Product Integration Release Overview / New Features Live Demo. Sample Customers. High. Onsite Service.

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Drive Customer Satisfaction. Cut Costs. Improve Efficiencies.

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  1. OracleiSupport Drive Customer Satisfaction. Cut Costs. Improve Efficiencies. Chris Kirby Senior Sales Consultant Oracle

  2. Agenda • Customers • Business Needs • What is Oracle iSupport? • Product Integration • Release Overview / New Features • Live Demo

  3. Sample Customers

  4. High OnsiteService AssistedService Complexity of Service Escalation 10x increase in cost SelfService Low $ $$$ Cost Per Service Request Customer Service Delivery Spectrum Goal: Match Service Channels to Customer Value & Needs

  5. Business Needs for iSupport • Empower Customers by Providing Self Service options • Provide Rapid Response and Resolution • Increase Service Organization’s Efficiency • Improve Customer Satisfaction

  6. What is Oracle iSupportEnables Self-Service, improving profitability and satisfaction Capabilities Benefits • Access at any time (24x7) • Solve issues using knowledge base and forums • Report issues online • Build communities using forums • Gather feedback by surveys • Request live help • View transactions (e.g. contracts, orders, returns) • Update contact and product information • Resolve issues quickly • Reduce number of issues logged • Decrease call centerinteractions • Ensure accuracy of customer information • Improve processes by customer feedback • Drive customer satisfaction

  7. Oracle iSupport integrates with … Marketing* Marketing Encyclopedia System (MES) * Order Management Scripting/ Surveys Shipping Service Contracts TeleService • Accounts Payables • Accounts Receivables Depot Repair * • Knowledge Management* • Human Resources • Install Base • Interaction Center • Inventory • iStore* * Represents enhanced/ new integrations

  8. New or Changed Features in this Release • Target support using multiple sites • Support for single sign-On • Improved home page capabilities • Integrated content searching and browsing • Enhanced and configurable service request functionality • Enhanced knowledge management capabilities • Improved returns process • Up-sell and cross-sell using marketing campaigns • Repair order tracking

  9. Target Your Support • Allows a service organization to provide targeted support to different customer segments by organizing their online support into multiple support sites Customers and Guests Support Sites Partners Sites Store Sites Printers Computers U.S. Store U.K. Store

  10. Target Your Support • Enable multiple support sites to provide targeted support to different customer segments • Common infrastructure for iSupport, iStore and Partners Online Multiple Sites

  11. Target Your Support • Extensible and brandable Site Dashboard (home page) for each site • Provide targeted content to the users on each site Buy products and get support from the same site Targeted Content for users

  12. Show campaign message on iSupport Define audience for campaign Define campaign and messages Define postings and rule sets Campaigns to Up-sell and Cross-sell • Enables targeted campaigns • increase revenues and build customer loyalty

  13. Proactive Customer NotificationsKeep Customers Informed MarketingOffers

  14. Improved User Experience • Improved Home Page Display • Support for HTML bins and images in bins to improve the presentation • Personalization of content in MES Bins HTML Bins

  15. Configurable Service Request Process • Configurable creation flows for service request based on application, request type and responsibility Four step process One step process

  16. Enhanced Knowledge Management • Improved knowledge security allows service organizations to present appropriate knowledge to a set of users Security by Categories

  17. Solution and Category-Level Security Category View J Category View K Category View J High Visibility Master Category Hierarchy Customers Home Partners A B C Field Svc. Cust. Agent a1 a2 b1 b2 b3 c1 c2 Engineer Low Visibility b4 b5

  18. Improved Returns Process • Improved Returns Process • Create return from Order Detail page • Search on various criteria, such as part number, order number etc. to find and return order lines • Extensibility to enforce return policy Items from multiple orders in single return Multiple Search Criteria

  19. Repair Order Tracking How to Use this Feature (Continued) • The customers may also view the repair orders linked to a service request from the service request details page, based on service request configuration Repair orders linked to the service request

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