2. 2
Safe Harbor Statement
The following is intended to outline the general product direction. It is intended for information
purposes only, and may or may not be incorporated into any contract. It is not a commitment to deliver
any material, code, or functionality, and should not be relied upon in making purchasing decisions.
Both Oracle and Ephlux shall only be responsible for what gets incorporated into a contract with the
customer.
The development, release, and timing of any features or functionality described for Oracle’s product
remains at the sole discretion of Oracle, whereas the development, release, and timing of any features
or functionality described for Ephlux Solution on top of Oracle’s product remains at the sole discretion
of Ephlux. All material herein is copyrighted by either Oracle or Ephlux and any re-production of the
material without consent is strictly forbidden.
3. 3
Agenda
What’s all the hype about?
Oracle Service Cloud Overview
1
How it all fits together?
Auto Service Modules
How to get started?
What’s next?
Questions & Answers
2
3
4
5
6
7
4. 4
86% of customers stop doing
business with a company after
one bad experience
80% of your future profits
come from your existing
customers
8. 8
Welcome the new customer
Fiercely
Empowered
Revolting
with
Vengeance
9. Demands awesome experience
Endorses and recommends the brand to
the whole world
Can’t wait for a minute to get a Response:
Likes, Re-tweets, Comments, Feedback
mentality
Needs to be constantly pampered,
engaged, listened to and then pampered
some more.
9
Customer Expectations
Appreciated good service
Recommended a brand to friends n family
Could wait 24 hours for your customer
support to get back
Would understand and follow your
company policies and business processes
12. 12
What does your customer do when the auto breaks down?
75% of customers try to contact
you via 3 or more of these channels
1. Tries find out nearest reliable accessible workshop
2. Finds the Knowledgebase on your website on their mobile
3. Tries to find your contact information
4. Calls your call center / Service Center
5. Seek help from friends n family on Social Networks
6. Drops you an email
7. Never wants to repeat their story
13. 13
Your customer hates
your Call Center
and so do you – coz its costly!
Still the majority ends up frustrating
themselves and you on your Call Center
14. 14
and this happens when you don’t have
a cross-channel service center…
that spans the customer journey across the
Customer Experience Lifecycle
17. 17
Engage &
Knowledge Base
Platform
Service Cloud
Self-Service Facebook
Support Community
Innovation Community
Social Monitor
Semantic Search
Customer Feedback, Outreach, Analytics, Knowledge Base,
Integrated Apps, Knowledge APIs,
Experience Management, Extensibility & Integration,
Hosting & Operations
Social
Experience
Contact Center
Experience
Web
Experience
Auto Industry Service Center Network Modules
18. 18
Engage &
Knowledge Base
Platform
Service Cloud
Self-Service Facebook
Support Community
Innovation Community
Social Monitor
Semantic Search
Customer Feedback, Outreach, Analytics, Knowledge Base,
Integrated Apps, Knowledge APIs,
Experience Management, Extensibility & Integration,
Hosting & Operations
Social
Experience
Contact Center
Experience
Web
Experience
Auto Industry Service Center Network Modules
19. 19
Web | Mobile Self Service
Live Chat | Co-Browse
Email Management
Web Experience
Intent Guide
Virtual Assistant
20. 20
Web | Mobile Self Service
Live Chat | Co-Browse
Email Management
Web Experience
Intent Guide
Virtual Assistant
Strengthen relationships by guiding customers to highly relevant
knowledge and experiences through an understanding of intent
from search queries
Web | Mobile Self Service Cloud Service enables visitors to find
answers online from any device. The self-learning knowledge base
improves with every customer interaction and provides deep and
valuable insight into every customer or trend.
Oracle RightNow Co-browse Cloud Service, agents can share a
visual experience with online customers, helping solve issues and
answer questions more quickly and accurately than ever before.
Email Management is integrated with the self-learning knowledge
base and across customer interaction channels, and it’s optimized
for today’s smartphones and mobile web devices
Virtual Assistant Cloud Service enables your customers to have a
conversation with your website in everyday language. A web
concierge will offer the personalized and engaging humanized
interaction experience your customers demand
21. 21
Engage &
Knowledge Base
Platform
Service Cloud
Self-Service Facebook
Support Community
Innovation Community
Social Monitor
Semantic Search
Customer Feedback, Outreach, Analytics, Knowledge Base,
Integrated Apps, Knowledge APIs,
Experience Management, Extensibility & Integration,
Hosting & Operations
Social
Experience
Contact Center
Experience
Web
Experience
Auto Industry Service Center Network Modules
23. 23
Social Monitoring
Support Community
Innovation Community
Social Experience
Self-Service Facebook
Semantic Search
Facebook Cloud Service empowers and differentiates your brand
by increasing your relevance, growing your fan base, and delivering
on your brand promise where your customers are.
You'll never be left in the dark. Take action by automatically
capturing posts related to your brand and determining next steps
to address your consumers needs.
Empowering consumers to share their experiences, ideas, and
advice, they become trusted resources for cost-effective, peer-to-
peer support.
Innovation Community Cloud Service helps you connect with your
most loyal, knowledgeable customers, the ones with strong
opinions and great product ideas
Oracle Knowledge vastly expanded language and geography
coverage, significantly increased performance, and reduced
footprint with faster search response times, These improved
efficiencies deliver increased productivity and lower operation
costs.
24. 24
Engage &
Knowledge Base
Platform
Service Cloud
Self-Service Facebook
Support Community
Innovation Community
Social Monitor
Semantic Search
Customer Feedback, Outreach, Analytics, Knowledge Base,
Integrated Apps, Knowledge APIs,
Experience Management, Extensibility & Integration,
Hosting & Operations
Social
Experience
Contact Center
Experience
Web
Experience
Auto Industry Service Center Network Modules
26. 26
Unified Desktop Agent
Guided Resolution
Collaboration
Contact Center Experience
Cross-channel Service
Unified Mobile Agent App
Cross-Channel Cloud Service is a comprehensive cross-channel
solution, letting you seamlessly and consistently engage with your
customer across every channel.
Agent Desktop Cloud Service enables you to deliver superior
customer experiences by unifying enterprise systems and guiding
call center agents through business processes across channels
Oracle RightNow Guided Assistance Cloud Service enables you to
build guides that lead agents and consumers through a series of
questions and answers to direct them to the help and information
they desire
Oracle RightNow Collaboration Cloud Service enables Service
agents can work together to more quickly resolve issues and
deliver a higher level of service.
Deliver relevant, consistent answers for quick resolution over a
rapidly growing number of mobile devices, Increase customer
satisfaction and loyalty by providing customer support over mobile
app.
27. 27
Engage &
Knowledge Base
Platform
Service Cloud
Self-Service Facebook
Support Community
Innovation Community
Social Monitor
Semantic Search
Customer Feedback, Outreach, Analytics, Knowledge Base,
Integrated Apps, Knowledge APIs,
Experience Management, Extensibility & Integration,
Hosting & Operations
Social
Experience
Contact Center
Experience
Web
Experience
Auto Industry Service Center Network Modules
29. 29
Knowledge Base
Outreach
Analytics
Engage & Knowledge Base
Customer Feedback
Integrated Apps
Actionable Voice of the Customer is a fully integrated, enterprise-
class feedback management software solution that makes it easy
for you to gather and act upon critical voice-of-the-customer
insight in real time
Get Knowledge Anywhere combines knowledge management
software technology with social media collaboration for a
consistent, superior customer experience.
Outreach Cloud Service enables you to create proactive, relevant
communications based on complete customer history. Powerful
campaign management tools help you improve the quality of
customer service
Real-Time Actionable Insight that Enables Timely, Informed, and
Effective Decisions.
The Oracle RightNow App Builder products form a complete suite
of tools for configuring, extending, and integrating customer
experience applications on Oracle RightNow Cloud Service.
30. 30
Engage &
Knowledge Base
Platform
Service Cloud
Self-Service Facebook
Support Community
Innovation Community
Social Monitor
Semantic Search
Customer Feedback, Outreach, Analytics, Knowledge Base,
Integrated Apps, Knowledge APIs,
Experience Management, Extensibility & Integration,
Hosting & Operations
Social
Experience
Contact Center
Experience
Web
Experience
Auto Industry Service Center Network Modules
31. Web
Experience
Intent Guide
Web | Mobile Self-Service
Live Chat | Co-Browse
Email Management
Virtual Assistant
Campaign
Management
EBS | SAP | JD Edwards
AP/AR – Parts Inventory
ERP
Financials
Knowledge
Management
Customer Portal
E-Commerce
Oracle RightNow Connect PHP API Cloud Service
Responsys
Commerce Marketing
Email Marketing
Consumer Profiles
Service Cloud
Guided Knowledge
Semantic Search
Live Chat
Auto Industry Service Center Network Modules
Customer
Mobile app
33. 33
Automotive Industry Modules
Service Scheduling
Customer 360 degree
1
Service Rep. Assignment
Service Force Tracking
Service Warranty Check
Service Invoice Generation
Service Estimates
2
3
4
5
6
7
34. 34
Automotive Industry Modules
ERP Integration
Product Inventory Sync
Workshop Route Planning
Inventory Availability
Check-In Geo-Tracking
10
11
12
13
14
CTI Integration*9
Service Center Support8
35. 35Customer 360 degree
Automobile Service Center Modules
1 – Customer Registration 3 – Customer Car(s)
2 – Loyalty Card # /
Customer #
Know your customers the day they
get the service coverage and/or start
availing your service
36. 3 – Create and manage new service requests
36
1 – Customer 360 view
2- Bird’s eye view of past SRs & purchases
Facilitates agents to know the customer
holistically before they interact with them.
Customer 360 degree
Automobile Service Center Modules
37. 37Service Scheduling & Rep. Assignment
Automatic service center and resource assignment
Automatically suggests closest
available service centers & assign
service reps. based on customer’s
location, need and availability.
Automobile Service Center Modules
38. Relatively free Service Center(CS)
Packed Service Center(CS)
38Service Force Tracking
SC1
5 SR(s)
SC 2
17 CR(s)SC 4
15 CR(s)
With real-time status of on the ground
staff’s schedule, agents can allocate
service staff based on staff’s schedule
and proximity to the customer.
Automobile Service Center Modules
39. 39Service Warranty Check
Automobile Service Center Modules
Thanks to tighter integration with your ERP
systems, your agents can know the warranty
status of customer purchases and act
accordingly.
40. 40Warranty Claim Processing
Separate workflows, business rules and
guided assistance for the agents based on the
warranty status – automatic determination of
revenue case or non-revenue case.
Automobile Service Center Modules
41. 41Service Estimates Calculator
Your agents can provide the service
estimates to your customers on the fly
with the help of our price/quote estimates
generator.
Automobile Service Center Modules
42. 42Service Invoice Generation
In-built module facilitates Price| Quote
estimates, invoice generation and ERP
integration with just a few clicks.
Automobile Service Center Modules
43. 43Service Center Support
Manage great customer experience across your sales n
support franchise network. Auto-assign cases to the
franchise service center closest to the customer. Manage
Revenue Sharing on service calls with each franchise.
Automobile Service Center Modules
44. 44
With native support for all major CTI clients like Avaya, CISCO and
Cloud 5, managing customer calls priority and SLA rule
implementation is more efficient than ever before.
* May require 3rd party license.
CTI Integration*
Oracle Service
Cloud
Automobile Service Center Modules
45. 45
Seamless integration with other on-premise and cloud based ERP
deployments including but not limited to Oracle e-Business Suite,
JD Edwards and SAP.
ERP Integration
Oracle Service
Cloud
Automobile Service Center Modules
46. 46Executive Management Dashboard
Bottlenecks Drill Down Reports
1
2
3
4
Dashboards provide actionable intelligence and
visibility into bottlenecks by service center, region,
by service category, by spare parts & by service
specialists for quick management decision-making
47. 47
Service Requests Drill Down Reports
Executive management Dashboard
Dashboards with drill down to the lowest level enables
management to take action instantly
3
4
1
2
48. 48Spare Parts Inventory Sync
Your spare parts inventory can be integrated in
real-time to provide the most up to date
information for your call center agents.
Automobile Service Center Modules
49. 49Workshop Load Monitor
Checked-in customers
Yet to visit
Workshop Load– map
Sep. 02, 2015
Managers and supervisors can monitor and
geo-track the SR(s) of the Service Centers in
near real-time environment with up to the
minute accuracy.
Automobile Service Center Modules
50. 50
Agents can quickly scan spare parts
inventory items about their in-stock
availability and price.
Spare Parts Inventory Availability
Automobile Service Center Modules
51. 51Customer Service Rating & Feedback
Automobile Service Center Modules
Let your end customers rate the service & provide
feedback along with optionally taking snaps of the
repaired appliance from their mobile.
52. 52Internet of Things - Integration
Automobile Service Center Modules
Free your customers from the hassles of remembering
service due dates, oil changes, tire rotations etc.
53. 53Internet of Things – Pre-emptive guidance
Automobile Service Center Modules
Make it hassle free for your customers to know about
vehicle’s health using IoT enabled car sensors. Monitor
significant parts and their readings, report & remind
preemptively about upcoming maintenance.
54. 54Smart Vehicle Health Monitoring | Appointment Setting
Automobile Service Center Modules
Through a comprehensive loop, it uses your
customer’s day planner to automatically schedule
service appointments based on vehicle’s health data
and service center workload and availability.
Engine Oil level
Engine health
Fuel efficiency
AccelerometersAlert user of the
appointment
Keep track of
vehicle metrics
1. Smart device senses the potential
problem, verifies & confirms it.
2. Find out solution ( i.e. Visit to service
center )
3. Checks available slots of vehicle owner
and service center calendar
4. Picks 3 matched slots based on both
preferences
5. Sends alert to both parties for approval
6. Locks the slot and mark it reserved on
both calendars
2
3
4
1
55. 55
How to get started?
Schedule a demo
Proof of Concept
1
Subscribe Service Cloud
Customization & Integration
Data Migration & Soft Launch
Support & Maintenance
Launch
2
3
4
5
6
7