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Siebel CRM 8.1 Self-Service E-Support
Clive Johnson
Senior Sales Consulatnt
Agenda
• Overview
–Business Challenges & Value Proposition
–How it works
• Demo
• Q&A
3
From Today’s Dissatisfied Customer …
Inconsistent Customer Experience
Online
Call Center
Field Sales
Branch Location
Division A
Division B
Division C
Outsourcing Partner
4
… To a Superior Cross-Channel Experience
Consistent Customer Experience
Online
Call Center
Field Sales
Field Service
Branch Office
Oracle
Siebel CRM
Integrated End-to-End Process
Division A
Division B
Division C
Outsourcing Partner
5
The Challenges Customers Face
C-Level Executive
Cut Costs &
Improve Profitability
“Economy concerns are forcing us to prioritize only the
most meaningful cost cutting projects”
VP Line of Business
Consistent
Experience
“Inadequate cross-channel capabilities are creating
less satisfied customers, less likely to use low cost
channels”
IT Executive
Business
Agility
“How do I create and maintain business processes
as flexible as the markets I serve?”
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Value Proposition
C-Level Executive
Cut Costs &
Improve Profitability
• Deflect calls to less expensive channels.
• Increase revenue with robust online commerce.
VP Line of Business
Consistent
Experience
• Transition across channels without losing context.
• Transparent access to real time information.
• Manage service & selling rules once and deploy
anywhere across the enterprise.
IT Executive
Business
Agility
• Leverage existing investments in CRM.
• Respond to changing market needs with Fusion
Middleware’s integrated development environment.
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Oracle Self-Service
Empower your customers to help themselves
CRM Self-Service
CRM Independent
E-Commerce
E-Support
E-Billing
Catalogs and Pricing
Account Management
Cross-Sell / Up-Sell
SR / Case Mgmt
Interactive Bill
Presentment
Configurator
Knowledge Mgmt / FAQ
Cart & Checkout
Order / Asset Tracking
Billing Analytics
Asset Based Ordering
Chat & eMail
Cost Management
Content Mgmt Integration
Store locator
Payment & Dispute
Common Components
Secure Enterprise Search
Cache & Session Mgmt
Site Management
Configuration Management
Statement Enrichment
(Category, Hierarchy…)
RTD
Product Recommendations
Chat
End User & Agent
Oracle Siebel CRM
Marketing
Order Capture
Service
Content Mgmt
8
Agenda
• Overview
–Business Challenges & Value Proposition
–How it works
• Demo
• Q&A
9
Self-Service Extends CRM by
Empowering Your Customers To Help Themselves
• Control Costs and Improve Profitability
• Manage Customers Consistently Across Channels
• Increase Business Agility
1st application utilizing
Fusion Middleware
ADF Faces
1st application utilizing
Siebel Web Services
HTTP
SOAP
Self-Service
J2EE Server
Fusion
Middleware
Siebel
Server
Web
Services
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SOA Composite Application
Seamlessly Transitions Customers Across Channels
INTERNET
DMZ
INTRANET
Siebel
Server
HTTP
SQLNET
HTTP/SOAP
External Firewall
(External
Users)
Load
Balancer
Siebel
Database
Self-Service
J2EE Server
CSR
(Internal
Users)
Data Firewall (Optional)
Customer
Internal Firewall
HTTPS
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Functional Marketecture
Loosely coupled to Siebel CRM via web services
1INTERNET
Browse & Search
Knowledge
Site Administration
Payment Wallet
Session Management
SQLNET
HTTP/SOAP
Load
Balancer
Siebel
Database
J2EE Server
[Self Service
Code]
CSR
(Internal
Users)
Data Firewall (Optional)
External Firewall
Company & Contact
Profile
Siebel
Server
Internal Firewall
3 Asset Management
HTTP
4
Order Tracking
5 PDF Form Integr’n
– Email,
6 Contact Us HTTPS
Customer
Chat, Call Back,
(External
Store Locator
Users)
INTRANET
E-Support
Create & Manage
Service Request
Common
2
DMZ
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E-Support Overview
Siebel Search & Knowledge Management (KM)
• Support Multiple Search Engines –
• Keyword Search
• Related Documentation or Solutions
OOTB Oracle Enterprise Security
Search
• Frequently Ask Questions (FAQ)
• Narrow or Expand Search Criteria
• Product Category Search
• Recently Viewed Solution
• Solution Type Search
• Print-friendly View
• Internal vs. External Solutions
• Suggest Solutions: SR and Chat
Integrations
Service Request (SR) Management
• Dynamic Service Request Flow
• Email Notification
• Close or Re-open SR
• Modular SR Sections
• Robust SR Query
• Escalation via Chat
• Product- or Asset-based-Servicing
• Real-time Update
• Survey for SR Resolution
• KM Integration
• Complete Interaction History
• Printer-friendly View
• Attachment Support
Need More Help / Assisted Service
• Email Agent
• Store Locator
• General and Specific Surveys
• Click-to-Chat
– Integrated Chat Client, Oracle Contact Center Anywhere chat server, and
Siebel Application
– Integration with KM
– URL Push, Smart Share
– Survey for Chat Customer Service
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E-Support Overview
User Management
• Supports B2C, B2B, B2B2C User
• Manage Company & Personal Profile
• Delegated Administration
• Registration & Password Mgmt
• Manage Address Book
• Responsibility & Permission
• SSO Log In / Log Out
• Manage Payment Wallet
• Registration Approval
My Account Overview
• My versus My Company
• My Orders Summary
• Quick Search (SR, Order, Asset, Bill)
• My Order Detail
• My Assets Summary
• My Asset Detail
Site Management
• Multiple Sites Support
• Condition-based Page Templates
• Site-specific Settings
• Multiple Languages Support
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Agenda
• Overview
–Business Challenges & Value Proposition
–How it works
• Demo
• Q&A
15
Online Knowledge Management
Challenges
 Automate answers to FAQ
 Deliver the latest product / support news
to large audience
 Close-loop feedback on content
Features
 Pre-integrated with Siebel Solution
 OOTB UI shell with “FAQ”, “News” and
“Find Solution”, “Expand & Narrow By”
UI controls
 View related solution or document
 Track recently viewed solutions
 Additional UIs to integrate with best-inclass KM to show user rating, and
guided troubleshooting flow
Benefits
 Pre-integrated with Siebel Solution, as
well as provide open Integration to bestin-class KM
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Online Service Request Management
Challenges
 24 x 7 service resolution tracking
 Achieve lower total cost of service
 Provide faster time-to-resolution
Features
 Pre-integrated with Siebel Service
Request, Attachment, Siebel Solution,
Siebel Chat, and CCA Chat server
 Guided SR process flows configurable
by the request type/area
 Attachment support
 Related Siebel Solutions for resolution
 Survey to measure satisfaction
 Role- and account-based access control
 Escalation through Web Chat
Benefits
 Real-time integration with Siebel CRM.
Users get the latest request status online
 Reduces cost to process an inquiry
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Contact Us – Web Chat
Challenges
 More users prefer to ‘text’, not ‘talk’, to CSR
 Point chat technology, not integrated to Siebel
CRM …CSR to toggle between Chat and Siebel
CRM apps
 CSR has no memory of user’s activity online
Features
 Pre-integrated with CCA Chat Server and Siebel
Contact Center
 Seamless transition from self-care to web chat
escalation keeping user in context by passing in
known data – contact, SR, solution viewed, etc.
 Robust agent chat supporting co-browsing
experience such as URL Push, Frequently-used
Text, Smart Share, wrap-up activities, etc.
 360-degree customer view including all the
recorded chat sessions stored as “Inbound Chat
activity” in Siebel CRM
Benefits
 E-Support-Chat-CRM integrated!
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Chat & Co-Browsing
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Contact Us - Branch Locator
Challenges
 Reduce Call Center volume by selfservice options for branch location, store
hours, directions
 Roll out new locations and services and
have that information real-time online
Features
 Pre-integrated with Siebel Service
 Pre-built map integrations to Google,
Yahoo & MapQuest map engines
 Proximity and type-based search
Benefits
 Real-time integration with Siebel CRM.
Users get the latest store information
online
 Deliver detailed maps and directions via
popular online maps
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