SERVE YOUR CUSTOMERS ANYWHERE MULTI-CHANNEL SERVICESee what our customers have achieved with the Oracle Service Solution.

RIGHTNOW CLOUD SERVICE

03 Introduction

Serve Your Customers Anywhere - Multi-Channel Service

04 Evolution1Delivering Superior Customer Care across Multiple Business Units

06 HauteLook

Delivering must-have, high-end customer experiences

08 New Zealand Post Group

Developing a single view of customer interactions to provide a superior customer experience

10 ResortCom International

Supporting over 1 million customers every year with Oracle Web Customer Service

12 BT Retail

Upgrading CRM system for a Unified Approach

14 Citrix System, Inc.Improving Call Center Performance with a Flexible CRM Solution

16 Conclusion

Oracle Service: Comprehensive, Personalized Customer Service Solutions and Resources

Introduction Serve Your Customers Anywhere – Multi-Channel Service

Today’s customers demand more from your contact center, with the expectation they can access the information they require through the channels of their choice at any given time. If you don’t have the right solutions in place to swiftly resolve issues through Web, phone, mobile, and social channels in a consistent manner, you risk losing customers to your competitors.

Oracle Service helps you meet the demands of the modern customer and provides capabilities needed to increase revenue, improve agent efficiency, and consistently deliver high-quality, personalized, multi-channel customer service experiences that deliver a competitive advantage.

Read on to discover how organizations like yours have found success with Oracle Service Solutions.

3INTRODUCTION

The challengeEvolution1 and its partners serve more than seven

million consumers, making it the U.S.’s largest

Web-based healthcare solution. Its customer base

is almost exclusively third-party administrators

and health plans, and its biggest challenge is

communicating service level agreements and

processes to these partners.

As the company grew, Evolution1 needed to find

a customer service solution that could provide

exceptional customer care, scale seamlessly to

meet increasing demand, and support a customized

customer portal to log incidents for increased

efficiency and cost savings.

The solutionEvolution1 selected the Oracle Service solution to

ensure that customers across four unique business

entities would get the same level of support and

consistent answers no matter what channel they

choose to contact the company. The Oracle

Service solution is easily configurable, enabling

Evolution1 to customize the agent desktop for

each business unit, giving in-house and outsourced

agents different access and views, depending on

the areas they support.

The secure cloud enables Evolution1 to maintain confidential member information and helps the company meet the demands of increased volume—without additional IT costs.

Evolution1 Enabling Evolution1 to Deliver Superior Customer Care across Multiple Business Units

When serving millions of unique customers, each with different needs and desires, the right solution is needed to ensure they receive consistent experiences no matter how they engage with your organization— via phone, email, or Web.

The results • Reduced inquiry response times: With more than half of incidents now logged through the customer

portal rather than by phone.

• Consolidated service infrastructure: A single solution now supports in-house and

outsourced agents serving four separate business entities.

• Improved agent productivity: Achieved an 80 - 90 percent first call resolution.

• Enhanced security: A PCI-compliant secure cloud protects confidential customer information.

• Increased visibility: Access to detailed user metrics has enabled Evolution1 to

continuously improve the service it provides, and allocate resources based on the

most popular customer requests.

Read the full story

“Oracle Service enables us to manage separate entities from a single solution and one database. Divisions can transfer incidents or share contacts without negotiating different systems, and Oracle Service tracks every incident to completion so that nothing gets overlooked. We keep our customers satisfied while reducing our expenses and workload.”

Tom LeClerc, Senior Technical Services Representative, Evolution1

5

“Agents now have the right information at the right time to give members confidence and positive interactions, whether solving an order issue or making a big purchase online.”

Chris Purpura, Director of Member Care, HauteLook

HauteLook (A Nordstrom Company) Delivering must-have, high-end customer experiences

To truly differentiate your brand you must provide fast and efficient customer service and personalize interactions to meet the needs of individual customers through a variety of channels.

The challengeLos Angeles-based HauteLook has sold clothing,

accessories, furnishings, beauty products, and

high-end travel packages since 2007, often

partnering with brands to create 48-hour sale

events that offer discounts of up to 75 percent.

Prior to implementing Oracle’s solutions,

HauteLook was receiving an average of 10,000

phone and email inquiries a month from its

members – a number that was growing

exponentially – and was under intense pressure

to respond to members quickly and efficiently,

and create a customer experience that would

differentiate the brand.

The solutionIn 2010 HauteLook turned to Oracle Service to

revamp its contact center. Now approximately

40 agents respond to over 40,000 interactions a

month, through phone, email, and live chat, and

with a full integration to HauteLook’s e-commerce

system providing a 360-degree view of each

member. This allows fully personalized interactions

that create brand loyalty and drive competitive

advantage. HauteLook can now easily handle

multi-channel member interactions from a single

point of reference, and track, assign, and manage

requests from initial contact through resolution.

The results• Higher conversion rates: 13.5 percent of chat conversations are now converted to sales,

and the number is growing.

• Improved efficiency: HauteLook now manages over 40,000 interactions a month.

• More personalized interactions: HauteLook now has the ability to capture the voice of the customer

to drive future sales, establish best practices, and improve processess.

Read the full story

“Oracle Service helps our Member Care organization to capture valuable insight and deliver a seamless experience no matter how a member chooses to engage with our brand.”Chris Purpura, Director of Member Care, HauteLook

7HAUTELOOK

The challengeThe New Zealand Post Group (NZ Post) has been

providing customers with products and solutions

to help them communicate and do business for

170 years. The group continues to evolve its

services, from the core mail business through to

banking and digital solutions, to meet the

changing needs of its customers and improve its

customer service interaction.

The organization was facing a number of

challenges with its customer experience offering,

most of which stemmed from a siloed approach

to customer interactions that meant the customer

journey wasn’t properly tracked across

different touchpoints.

The solutionNZ Post is using the Oracle Service solution as

the platform for its CRM and contact center

operations to help address these issues and

implement a more efficient, integrated, and

user-friendly customer experience journey.

NZ Post now has access to real-time information

into how the customer experience is working

through each individual channel, enabling

managers to monitor resolution times and redirect

resources to the areas with the greatest need.

New Zealand Post Group Developing a single view of customer interactions to provide a superior customer experience

To provide the kind of tailored, personalized customer service that creates brand loyalty, organizations must have access to real-time information highlighting the success of customer interactions, preferred channels of use, and sales conversion rates.

“Oracle has enabled our business objectives by giving us the tools to allow us to look at customer interactions across different channels in real-time.”

Russell Stephens, Head of Channels, New Zealand Post Group

New Zealand Post Group has eliminated channel silos and can now view the customer journey in a single environment

The results • Increased productivity: Since implementing the solution in 2011, agent productivity

has increased by 10 percent.

• Improved efficiency: Reduced email traffic by 10 percent within one week of

implementing Oracle Smart Assistant.

• Enhanced customer service: NZ Post now has the visibility to closely monitor customer interactions,

address areas in need of improvement, and redirect resources to provide

the highest level of customer experience to its users.

Read the full story

9NEW ZEALAND POST GROUP

“Our success is based on strength of the product and the quality of the experience. That experience is determined in the contact center and Oracle Service helps us provide a superior experience, every time.”

Alex Marxer, President, ResortCom International

ResortCom International Providing ResortCom with the solutions to help support over 1 million customers every year

Having insight into the habits of your customers, knowing when to contact them, and through which channels, can be a key differentiator when it comes to providing a customer service experience that goes that extra mile.

The results • Increased efficiency: Managed a 10x growth in business without having to increase support

headcount, and saw a 30% reduction in email volume and a 50% reduction in response times.

• Improved visibility: Gained full transparency into front and back office processes.

• Enhanced customer service: By reducing average resolution time down from

48 hours to less than 8 hours.

The challengeResortCom provides specialized financial services,

resort operations, and customer care services for

companies that develop and own resort properties.

In addition, ResortCom empowers resort operators

to generate substantial additional revenue from its

customers through the sale of related services such

as air travel and leisure activities.

ResortCom lacked cross-departmental visibility.

Issues were passed from support representatives to

the back-office via paper, making it impossible to

track incidents, and management had no insight

into how long processes were taking or where

bottlenecks existed. A solution was needed to

increase visibility, encourage cross-departmental

collaboration, and improve operational efficiency.

The solutionResortCom implemented Oracle Service to

deliver excellent customer care to over a million

of its clients’ traveling customers through

multiple channels. ResortCom’s agents now

handle over $500 million in transactions every

year, and the company has been able to provide

support with the same number of agents despite

a tenfold increase in business.

The solution is being used not only to handle

inbound calls, but also to log customers’

preferred communication channels and the best

times to reach them – improving the management

of peak volumes and providing a more personalized

customer experience.

Read the full story

ResortCom agents can now handle over $500 million in customer transactions every year and consistently maintain a CSAT score of 88 percent or above.

11RESORTCOM INTERNATIONAL

The challengeBT Group plc. is one of the world’s leading

providers of communications solutions,

operating in 170 countries. A part of this group,

BT Retail, is the UK’s largest communications

provider, delivering innovative products and

services to the consumer and midsize markets.

BT Retail wanted to upgrade its CRM systems –

currently used to process 95 percent of its

consumer revenue – to streamline business

processes, improve the customer experience, and

improve agent productivity when dealing with

customers of the broadband, telephony, and

television services customers.

The solutionBT Retail used Oracle GoldenGate to assist with

the upgrade to Oracle’s Siebel Contact Center 8.1,

allowing the process to be completed in a single

overnight outage window rather than over two

days. BT Retail also reduced business risk during

the upgrade by ensuring they could easily use

Oracle GoldenGate to roll back the system if

required, guaranteeing customers would not be

adversely affected should any issues arise.

A unified approach from Oracle led by Oracle Advanced Customer Support Services ensured a fast, cost-effective and safe upgrade to Oracle’s Siebel Contact Center 8.1, resulting in improved contact center productivity and greater customer satisfaction.

BT Retail Upgrading CRM systems for a Unified Approach

Upgrading customer service solutions quickly and efficiently with as little risk as possible is a major challenge for organizations looking to improve the customer experience.

The results • Enhanced productivity: Improved call center agent productivity with Siebel Contact Center 8.1’s

task-based interface, which guides agents through pre-defined processes, ensures compliance with

BT Retail procedures for customer interactions, and reduces training costs.

• Improved performance: Accelerated system start-up time by over a third, and achieved

a 5 percent performance improvement, resulting in increased user productivity through

faster processing.

• Seamless transition: Delivered the upgrade on time and under budget – with the help of Oracle

Advanced Customer Support Services and Oracle Specialized Partner Tech Mahindra – and migrated

700,000 lines of customized code and 25 terabytes of data in just seven hours.

Read the full story

“With our upgrade of the Oracle Service Contact Center, we now have a very stable platform delivering increased performance. The success of this project is testament to the commitment and organizationwide support from Oracle and our partner organizations.”

James Weekes, Director of Consumer Customer Relationship Management and Billing Platforms, BT Retail

13 BT RETAIL

“Oracle’s Siebel Customer Relationship Management provides the sophisticated, flexible platform we need to improve call center agent productivity, enhance customer service, and bring new offers to market more quickly, across multiple channels.”

Girish Yadav, Director, Oracle Practice, Citrix Systems, Inc.

Citrix Systems, Inc. Improving Call Center Performance with a Flexible CRM Solution

Improving customer experience often starts with improving the efficiency of the call center. If solutions are in place to enable customers to help themselves, your agents are free to dedicate their time to those who need greater assistance.

The challengeCitrix Systems, Inc.(Citrix) provides virtualization,

networking, collaboration, and cloud

technologies to over 230,000 enterprises

worldwide. Citrix products are used by more than

100 million users globally, and touch an

estimated 75% of internet users each day.

Over the last decade, Citrix has grown from

offering a single product to providing over 30

products across hardware, software, and

services. Consequently the organization needed a

comprehensive CRM solution to meet the diverse

needs of its sales and service representatives

while providing the best possible services and

solutions to its customers.

The solutionAlready using Oracle CRM, Citrix upgraded to

Oracle Service Contact Center to take advantage

of the new user experience and reporting

functionality, enabling it to improve system

performance and stay current on support. Citrix

also used Oracle Business Intelligence Publisher

and Oracle Secure Enterprise Search to improve

agent productivity and provide better service

levels to its customers.

Read the full story

CITRIX SYSTEMS, INC.

The results • Increased agent productivity: With real-time monitoring of call center activities, and

the introduction of a unified global call system platform, incorporating voice, non-voice,

fax and email communications.

• Cut inquiry resolution times: Using Oracle Secure Enterprise Search to provide a

one-stop shop for call center users to search for similar problems and resolutions when

dealing with a customer request.

• Reduced IT overhead: By empowering business users to generate their own reports

to support business decisions.

• Grew the number of users: By 100 percent over three years, increased performance benchmarks,

and reduced deployment times.

With Oracle solutions Citrix upgraded its CRM systems to provide the flexibility needed to support sales and service representatives and provide a superior level of customer service.

15

Conclusion Oracle Service: Comprehensive, Personalized Customer Service Solutions

Oracle Service delivers complete, multi-channel customer service solutions enabling organizations to gain a better view of customer interactions, improve agent productivity, and provide more comprehensive, personalized, and efficient customer service experiences.

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With Oracle Service your organization can:

• Increase revenue generation

• Improve ROI

• Accelerate issue resolution

• Increase CSAT score

• Decrease call time

For more information on how Oracle Service can

help you, explore the resources below.

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17CONCLUSION

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