Inside Oracle CX Service and Marketing
Oracle B2C and B2B Service
B2C Service (Service Cloud, RightNow) and B2B Service (Fusion Service) are unified service platforms with capabilities of self-service, agent-assisted service, knowledge, chat, workflows, reporting and more.
Your customers’ journey, irrespective of whether they contacted you via email, telephony, chatbot, video or socials can all be viewed in one location and advisors can step in without repetition.
Oracle B2C and B2B Marketing
Leverage Oracle's marketing products to provide an optimal experience to your customers and prospects. We can assist with setting up B2C and B2B marketing campaigns, Fusion marketing, Eloqua marketing automation, Responsys campaign management and CrowdTwist Loyalty and Engagement. Not sure what these products are? Book in a discovery call so that we can advise on which product is right for you.
Customer Data Management (CDM)
Customer data comes into your organisation through multiple sources, Oracle CDM provides you with the means to create your Golden Record ensuring that the data in each of your systems are unified, accurate and valid. A single view of your data across enterprise resource planning, sales, service, and marketing. Accurate data creates trust, and trust creates sales.
Knowledge Management
Take FAQs and give them a boost with Knowledge Management. Show customers the correct answer at the right time. Provide agents with an answer at their fingertips. Knowledge Management is backed with full analytics and a feedback mechanism. You can monitor effectiveness, know which solutions are working and release answers from complicated processes.
CX Platform
Leverage Oracle technology such as Oracle Integration Cloud, where pre built connectors are available, and Oracle Digital Assistant to enhance your CX tools. For example, ODA integrates with Oracle Service to intelligently respond to service requests, offer best next-step recommendations, and drive cost savings of up to 40% with help desk automation. (Source: Oracle.com)
Our history with Intelligent Advisor
Why does our history matter?
For one, it is about knowing a product inside out and having implemented it many times in different situations. We have intuitive knowledge about the quickest way to do something. More importantly, we understand how the product can change your business operations in delightful ways. Once clients see the potential, they want to use the product more extensively.
How long have we worked with OIA?
Certainly longer than any of us imagined at the start of our careers! The product has been around for about twenty years, and sometimes it feels like we have been around longer. Our combined experience is at least double digits above that.
Why choose a partner like us?
We have extensive experience implementing and supporting Intelligent Advisor and moving applications into cloud platforms. Our knowledge of Intelligent Advisor has taught us how to deliver projects successfully, even in complex environments with multiple technologies. We bring dedicated specialist resource to your project to enable you to get the best use of your technology.
What else can we do?
We advise on best practices, strategy, and architecture and provide services in all implementation aspects including standard and bespoke training and set up Intelligent Advisor Centres of Excellence. When you are up and running we can do health checks and managed services to ensure you get the most from the quarterly updates from Oracle.
What should I do now?
You can speak to one of our experts or read on and find out more about what we offer.
Intelligent Advisor Services
Implementation
We have developed Intelligent Advisor solutions in multiple industries. Our specialist team are skilled in all aspects of implementing Intelligent Advisor and our best practices have been developed through years of experience.
Health check and tuning
We offer a comprehensive health check service to review your Intelligent Advisor implementation for best practice, future maintenance, maximise benefit and avoid problems. We also use our tune-up skills to identify and resolve performance issues.
Integration
We haven’t come across a system that we haven’t been able to integrate with Intelligent Advisor, and we welcome you to challenge us with your company’s systems.
Managed service
Our aim is always to make you as self-sufficient if possible, but sometimes it makes sense for you to let us look after your rulebases while you get on with your business. Our offering is fully flexible based on your needs.
Upgrade
We offer an end-to-end upgrade service for clients. We can upgrade to and from any version ensuring that we do comprehensive testing to ensure that things are working as expected.
Strategy
We help our clients understand where Intelligent Advisor can be used (and where it is not suitable). We assist with developing technology roadmaps, architecture and presentations to boards and wider stakeholder groups.
Centre of excellence
Once you have your or few policies or forms live, it makes perfect sense to create a centre of excellence for all your policy automation needs in your organisation. We teach best practices, develop your centre of excellence based on 5 core pillars.
Testing
We have extensive experience in testing Intelligent Advisor components and how to make the best use of time in any policy deployment. Let us show you how you can get better testing done quickly.
Training
Back in the classroom, when we teach Intelligent Advisor, the students (your staff) often love what we show. And we’ll support and guide them through to a successful deployment and beyond.
Working with Oracle CX
Experience the next generation of CX service
I love showing clients what is possible with CX Service. The product has so many capabilities from request management, knowledge, analytics and chat, It really opens their eyes to the possibilities to connect with customers.
Work examples
Process reduction
- 91% reduction in appeals for a government agency that provides financial assistance for citizens and reduction in case processing time from 3 months to 10 days.
- A project to automate university applications, reduced processing time from 4 weeks to a maximum of 48 hours, and in some cases instant online decisions and offer letters.
Process improvement
- Created a new Disability Advisory Service system, consisting of an online portal for practitioners and students, validates data at source, reduces invoicing queries, and improves reporting.
- Implemented a digital application process at a university for internships that enable under-represented and disadvantaged people to experience postgraduate study. The application process is fully WCAG2.1 compliant and device responsive for digital accessibility.
Data collection
- Developed intelligent financial returns for 20,000 entities saving £3million a year in manual checking and contributing to the largest financial consolidation exercise in Europe. The service included complex calculations and validations. Intelligent data collection from a possible 5,000 data items ensured the service collected only the relevant fields.
- Within very short timescales, implemented a COVID-19 data collection process for 26,000 users per day.
Business transformation
- Helped a government organisation transform a funding calculation system using Intelligent Advisor to implement 1000s of complex education-based funding rules, a large-scale transformation involving multiple teams.
Financial services
- Assisted in developing a customer onboarding solution for a global bank with 8.8 million customers to meet "Know Your Customer" compliance requirements.
Human resources
- Working with a large Government HR department to implement Intelligent Advisor to implement easy-to-use employee tools for recruitment, parental leave and dual location processes. The new digital forms for parental leave incorporate policy guidance to provide eligibility information during the application process, and the feedback of the new digital recruitment form has been excellent.
- Assisting a university to create and maintain Intelligent Advisor forms for HR and Risk/Compliance use cases to provide decisions such as eligibility for maternity, paternity and adoption leave, and to ensure management training and safety procedures are consistent across different sites and campuses.
- For a half-yearly employee assessment, approval, and review process, we helped a client set up a workflow using Intelligent Advisor feeding data into Oracle E-Business Suite for pay reviews.
Frequently asked questions
Do you work with Oracle Service Cloud / RightNow?
Yes. Oracle Service Cloud / RightNow is now called Oracle B2C Service. We provide full implementation services for this product whether it be a new installation or enhancements to your existing implemention.
Which Oracle CX tool should I choose?
Each facet of Oracle CX can be tailored towards your business needs and budget. Speak to a member of our team so we can help guide you in choosing the tools that you need to empower your staff and your customers.
Why should I choose you to advise me on what customer service software is best for my business?
We are a small business and must ensure our customers have the best service. While we can’t know everything, we have seen a lot and we can give you friendly advice about what we know works and what things to look for when selecting a CRM system. We also don’t charge for understanding whether we are the right fit for you so give us a call and see what you think.
What’s the difference between B2B and B2C Service?
B2C Service (formally known as RightNow or Service Cloud) is a leading solution for multichannel customer contact and is perfect for B2C organisations looking to increase customer satisfaction and agent productivity. Oracle B2B Service (known as Fusion Service) is the perfect engine for customers who have invested in the Fusion Platform platform giving the benefits of a single data model across Finance, Supply Chain, and HCM.
Do you sell Oracle licences?
Yes, we do. There are certain limits depending on the product and your turnover. There are special rules for Public Sector customers.
Can you integrate with other systems?
One of our key differentiators is our ability to build whatever integration you need to move your data around. We have skills in integration technologies and can pull data into systems and send it out to middleware or directly to other applications. We can integrate cloud, on premise, bespoke and legacy applications.
How long does it take to have a new system up and running?
Each customer is different, but we can start small and build out. You don’t have to change everything at once. We ideally aim to deliver an initial component within 6-8 weeks, but this will depend on the scope and complexity of your project.