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
Marketing
iMarketing
CRM
Foundation
Interaction
Channels
Sales Intelligence
Marketing Intelligence
MES
iStore
Sales
Online
TeleSales
iPay
Field
Sales
Sales
Comp
Customer Intelligence
iSupport
Field
Service
Customer
Support
Mobile
Field
Service
Scheduler
Business
Applications
Call Center Intelligence
Collections
Analytical
Applications
Depot
Repair
Contracts
Spares
Mgt
Service
Contracts
Universal Work Queue
Resources
Territories
Assignment Engine
Tasks
Notes
Calendar
1-on-1 Fulfillment
Order Capture
Product Catalog
Interaction Blending
Order Capture
Call Center
Telephony Manager
Scripting
Email Center
Web
Mobile
eBusiness
Foundation
Common Application Architecture & Schema
eBusiness
Platform
eBusiness Platform
Oracle Service Automation Suite
Customer Intelligence
iSupport
Depot Repair
Contracts
Customer
Support
Scheduler
Service Contracts
Field Service
Spares
Management
Mobile Field Service
(Laptop, Palm)
Customer Support Solution 11i
Web/Email
Log/
view Support
Request
iSupport
Verify
Customer
Entitlement
Contracts
Suggest
Weighted
Resolutions
Knowledge
Management
Defect
Management
Log / Resolve
Support Request
Support
Order Capture
Mobile
Telephone
Manage
defects
Customer
Care
Manage
Customer
Information
Customer
Intelligence
Update
Customer Profile
Bill Customer
Installed Base
Manage
Installed Base
Oracle Service 11i Integration
1
Order
Serviceable
Product
Auto create
IB product
OM
Install
Base
Auto create
contract /
warranty
Svc
Contracts
HR
2
Customer
Master
Receive
Customer
Call
Knowledge
Base
CRM
Foundation
Item
Master
Create Service Request
Install
Base
Svc
Contracts
Inventory
CRM
Foundation
Order part from Contact
Center, if necessary
Dispatch
Request
OM
Shipping
Inventory
Perform Visit
Oracle Service 11i Integration
Debrief field service
request
Order part from field, if
necessary
OM
Inventory
Item
Master
Inventory
Submit Charges
Pricing
OM
Inventory
Customer
Master
3
Create Contract
Item
Master
Install
Base
Invoice for Contract
Pricing
AR
AR
Capture parts
cost
Report
Revenue
GL
GL
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
Identfiy Caller
CC1.0
New Contact?
Y es
Create new contact
CC1.1
No
Identif y Need
CC1.2
Identif y Instrument
CC2.0
Instrument in
system?
No
NO
Respond to Need
Y ES
Information
Only?
A dd
instrument
to installed
base
CC2.1
Y es
Troubleshoot w ith
customer/using
know ledge base
CC5.1
Create Service
Request
CC3.1
Review part
availabiltiy
CC7.0
Place order
CC7.1
Identif y
Entitlements
CC3.0
Y ES
Part shipped for
self-help?
NO
Problem solved
No
Create task f or f ield
service
CC9.0
Create any
necessary notes
CC9.1
No
Problem
solved?
Y es
Contribute to
Know ledge Base
CC6.0
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 customer’s 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