industry specific solutions with oracle service cloud
TRANSCRIPT
| Copyright © 2015 Tata Consultancy Services Limited
Industry Specific Solutions with Oracle Service Cloud
TCS Oracle CRM Practice
MODERN CUSTOMER SERVICE
Customer service needs “Reimagination” to meet expectations of Digital
Natives
A truly differentiated customer experience can
lead to a long-term Competitive Advantage
TCS’ domain experts, with Oracle consultants, help
deliver a winning Customer Experience
OMNI-CHANNEL SERVICE SOLUTION RETAIL
Limited ability to assist shoppers
Inadequate cross-channel
integration
Customers’ low tolerance for poor service,
defects
Read More
The shopping cycle—pre-tailing, retailing and post-tailing—presents retailers with a plethora of challenges
Improved service effectiveness
Reduced online switching
Seamless customer connect throughout the shopping cycle
Assisted online shopping with cross-channel solutions such as ATG e-commerce / IBM WCS
Goods Return Management with seamless information update for stakeholders
Knowledge repository–based cross-channel service solution
Solution Features Benefits
Reduced service costs leveraging FAQs and new channels
TCS' Omni-Channel Retail Customer Experience Solutions help address these challenges
Read More
OMNI-CHANNEL SERVICE SOLUTION RETAIL
Read More
SERVICE RECOVERY SOLUTION AIRLINES
Within the airline industry, ensuring brand loyalty demands superior response to customer service requests
Inability to log, track and resolve
informal complaints
Extended complaint acknowledgement and resolution time
Reduced productivity due to dependency
on desktop applications
Enhanced customer service experience
Improved employee productivity with unified interface
Integrates multi-channel solutions for pro-active and reactive service compensation and resolution
Extends service recovery capabilities on to social media
Leverages Oracle Service Cloud suite’s agility, mobility and robustness
Solution Features Benefits
TCS’ Airline Customer Experience Solutions on Oracle help recover goodwill through proactive compensation such as air miles, coupons—and subsequent resolution of the issue
Improved retention rates due to reduced customer dissatisfaction
Read More
SERVICE RECOVERY SOLUTION AIRLINES
Revenue leakages due to fraudulent warranty claims
Bad warranty experiences—reduced repeat
purchase
Weak fault attribution
—lower recoveries
from suppliers
Difficulty in tying claims to supplier
recovery
Need for a robust parts
returns management
process
WARRANTY SERVICE MANAGEMENT SOLUTION MANUFACTURING
Manufacturers recognize that effective warranty management is key to ensuring supplier and customer satisfaction
Read More
Improved revenues from extended warranty contracts, service plans, accurate pricing
Reduced cost of quality – early detection and correction, improved design, supply and manufacturing
Rules for automated settlement and chargebackPredictive model using failure distribution
Warranty sales and claims management
Solution Features Benefits
TCS’ Warranty Management Solutions—built on the Oracle platform and TCS’ proprietaryWarranty Process Reference Model (WOPR™)—help manufacturers build stronger and
profitable relationships with customers, suppliers and channel partners
Data analytics and forecastingReduced administrative costs – reduction in fraud, overpayment.Increased recovery of warranty costs from suppliers, accurate calculation of warranty reserves
Early warning system
Read More
WARRANTY SERVICE MANAGEMENT SOLUTION MANUFACTURING
SERVICE MANAGEMENT SOLUTION TELECOM
Implementation of large-scale and
multi-regional transformation
programs
Complex pricing and contract
attributes
Diverse array of channels
Prolonged data migration
To deliver superior customer experience, telecom companies must effectively handle high volume service requests
Read More
Improved productivity through automated service processes
Improved service effectiveness with self-learning knowledge managementSocial media-based customer service
Mobile-ready self-service capabilities for quick, interactive experience (knowledge repository, forms, live chat, community)
Multi-channel service engagement solution for seamless, reliable customer service
Solution Features Benefits
TCS’ Telecom CRM-in-a-Box Solution helps address service-related challenges with a mobile-ready, multi-channel engagement approach
Read More
SERVICE MANAGEMENT SOLUTION TELECOM
CITIZEN SERVICE SOLUTIONPUBLIC SECTOR
Operational in-efficiency
Lack ofself-service portals
Inefficient reporting and monitoring of
social interactions
Inability to deliver accurate and
contextual information needed for
business decisions
Prolonged decision making and
service delivery
Public sector agencies face systemic constraints in meeting citizens’ service-related expectations
Read More
Maximization of citizen engagement with improved service quality
Improved service efficiency through channel shift
Capability to self-register, submit requests, view the status of open cases and search knowledge base repository for informationMonitoring of social interactions to enhance citizen experience
Policy-based citizen request management using OPA
Solution Features Benefits
TCS’ Citizen Service Solutions on Oracle help overcome these constraints by enabling multi-channel engagement, web self-service capability, and transparent and fast request processing
Reduced cost to serve
Efficient management of policy complexity to executable rules
Mobile and Life chat enablement for citizens and service representativesBack-office processing management for contact center agents
Increased responsiveness with multi-channel and agile service capability
Read More
CITIZEN SERVICE SOLUTIONPUBLIC SECTOR
STUDENT EXPERIENCE SOLUTION HIGHER EDUCATION INSTITUTIONS
Higher education institutions need new ways and channels, to engage with increasingly digitally savvy students
Read More
Students expect value, customer
service and interactions
Increased competition for globally mobile
students
Change in communication and technology
patterns
Emergence of Social and Mobile as
primary drivers of communication and
engagement
STUDENT EXPERIENCE SOLUTION HIGHER EDUCATION INSTITUTIONS
Solution Features Benefits
By leveraging multiple channels including social media, TCS’ Student Experience Solutions deliver improved engagement and deeper insights into student sentiments
Deeper, actionable insight into student sentiments aiding recruitment, retention and loyalty
Ability to target engagement in the medium students want at anytime and anywhere
Provides secure social and academic collaboration
Provides seamless personalized access to information
Enables cross-channel, student-centric processes
Enables integration of disparate sources of information
Increased brand awareness across social media platforms
Read More
TCS’ ORACLE SERVICE CLOUD CAPABILITY OVERVIEW
Experienceo 6+ years of experience
o Global implementation experience
Peopleo 75+ in Oracle RightNowo 20+ in Oracle Knowledgeo 30+ in Oracle Policy
Automationo RightNowcertifiedo OPA certifiedo Sales/presales
specialization
Expertiseo Contact center
transformationo Knowledge management
transformationo Global customer service
standardization
Assets / IPo CX Design Framework, CX
Journey Mapping Kit
o Customer Service Questionnaire, Maturity Assessment Kit, Process maps and models
o Prebuilt tools, accelerators
Service Offeringso Service experience strategy,
journey mapping and roadmap
o Service transformationo App implementation,
deployment, maintenance
Solution Offeringso Omni-channel retail
experienceo Airlines customer
experienceo Warranty managemento Telecom CRM-in-a-boxo Citizenserviceso Student experienceo Remote diagnosticso Account on-boardingo Knowledge management
Capabilitieso Case managemento Multi-channel
self-serviceo Agent assisted serviceo Knowledge managemento Live chat & Co-browseo Warranty managemento Field serviceo Social customer serviceo Multi-lingual interactionso Community
managemento Wikis and Q&Aso Customer registrationo Live help: Click-to-callo Surveys and Pollso 360° view of customer
Looking to modernize CX system and processes? Write to us at [email protected]