Oracle 11i Service

Customer Care & Support Strategic Processes and Scenarios

Christy Carter - Deloitte Consulting
Atlanta OAUG October 19, 2001

Discussion Topics

Brief Service Suite Overview

Benefits of Customer Care/Support module Support Direct Shipment Process

Strategic Business Rules

Strategic Relationship Plans

Oracle CRM E-Business Suite

Analytical Applications Call Center Intelligence Marketing Intelligence Sales Intelligence Sales Online Field Sales Resources Notes Product Catalog Customer Intelligence Field Service Mobile Field Service Depot Repair Spares Mgt

Collections

Business Applications

iMarketing

MES

iPay

Sales Comp

Customer Support Territories Calendar

Scheduler

Marketing

iStore

TeleSales

iSupport

Contracts

Service Contracts

CRM Foundation

Universal Work Queue Tasks Order Capture Call Center Telephony Manager Scripting

Assignment Engine 1-on-1 Fulfillment Order Capture

Interaction Blending

Interaction Channels eBusiness Foundation eBusiness Platform

Email Center

Web

Mobile

Common Application Architecture & Schema

eBusiness Platform

Oracle Service Automation Suite

Customer Intelligence iSupport Customer Support Field Service Depot Repair Scheduler Spares Management Contracts Service Contracts Mobile Field Service
(Laptop, Palm)

Customer Support Solution 11i

Web/Email

Log/ view Support Request iSupport

Suggest Weighted Resolutions Knowledge Management

Manage defects Defect Management

Verify Customer Entitlement Contracts

Mobile

Log / Resolve Support Request

Support
Order Capture Bill Customer Installed Base Manage Installed Base

Telephone

Customer Care Manage Customer Information

Customer Intelligence Update Customer Profile

Oracle Service 11i Integration

1 Order Serviceable Product OM Auto create IB product Auto create contract / warranty

Install Base

Svc Contracts

HR
2

Customer Master

CRM Foundation

Item Master

Inventory

CRM Foundation

Receive Customer Call

Create Service Request

Order part from Contact Center, if necessary

Dispatch Request

Perform Visit

Knowledge Base

Install Base

Svc Contracts

OM

Shipping

Inventory

Oracle Service 11i Integration

Order part from field, if necessary Debrief field service request Submit Charges

OM

Inventory

Item Master

Inventory

Pricing

OM

AR

Report Revenue

GL

Inventory

Capture parts cost

GL

Customer Master

3 Create Contract Invoice for Contract AR

Item Master

Install Base

Pricing

Contact Center Features

Fast and Easy Customer Information Management
Manage Customer Information
Create , View and Update Customer , Contact, Organization, Relationship, Address information.

360 Degree View of the Customer

Customer Dashboard, Customer Profile, Relationship Plans

View Customer Interaction History Multiple Channels of Interaction

Inbound Call, Email, Outbound Call etc

Single Interface for Management of Customer issues

Log Service Request, Assign Tasks, Dispatch engineers, etc.

Service Request Management Features

Lifecycle Management of Service Requests
Multi-Channel logging of requests Validation of Service Entitlements Knowledge Management reduces rediscovery Manage Work using Task Manager Tight integration to Assignment, Escalation and Defect Management capabilities Scripting enabled with Easy Script Authoring Workflow enabled Status notifications Multiple Notes and Note Types Create RMAs, DeBriefs, Charges

Knowledge Management Features

Provide Access to Information, not Silos of Data; Reduces Rediscovery
Accommodates Customer Specific Approaches
Symptom/ Cause/ Action, Problem/Solution

Various Search Results Displays

Times Used, Relevancy Scores, Solved/Unsolved

Reduces Rediscovery of Problems/ Solutions Keyword and Natural Language Searches Searched Knowledge Statements can be saved to the Service Request for future analysis Easy Contribution to Knowledge Base Linked to Task Management Process Self Service Access to Customers via Oracle iSupport

Customer Support Direct Shipment

Identf iy Caller CC1.0 New Contact? Y es Create new contact CC1.1

No

Identif y Need CC1.2 Identif y Instrument CC2.0 NO Respond to Need Y ES Inf ormation Only ? Instrument in sy stem? Add instrument to installed base CC2.1

No

Y es

Troubleshoot with customer/using knowledge base CC5.1

Create Serv ice Request CC3.1

Identif y Entitlements CC3.0

Place order CC7.1

Rev iew part av ailabiltiy CC7.0

Y ES

Part shipped f or self -help?

NO Problem solv ed

No Create task f or f ield serv ice CC9.0 Contribute to Knowledge Base CC6.0

No

Problem solv ed?

Y es

Create any necessary notes CC9.1

Update Status and Interaction History CC6.1

Service Request Screenshot

Knowledge Base Screenshot

Charges Screenshot

Contract Coverage Screenshot

Charges Decreased Screenshot

Order Created Screenshot

Benefits of Support Direct Shipment Process

Using the Knowledge Base decreases engineer time in the field

Order for parts can be placed against a contract Order placed has direct link to Service Request for tracking Any revenue generated is incurred by a Service organization rather than Sales group

Business Rules Monitor Features

Ensures Customer Satisfaction with Proactive Notification of Risks Define operational business rules for:
Service Requests Tasks Defects

Define Activity to raise awareness and enable swift action

Notification Create Task Create Escalation Document

Manage business rules monitor for optimal performance and detection

Business Rules Examples

Excessive time to complete installation

Post-Installation Follow-Up

Customer Response - Time to Assign

Relationship Plans
Relationship Plans enable companies to define and automatically execute their pro-active customer care procedures to better the customer relationship Enhanced service quality Increased satisfaction Increased retention Maximized profitability

Relationship Plans Examples

20% decrease in customers contract volume per six months alert contract manager to contact customer 5 open service requests for a customer classified as critical automatically escalate these requests Excessive customer support as a percentage of total installed base items per customer generate task for specialist, notify manager

Plan Header Screenshot

Plan Conditions Screenshot