Oracle TeleService module provides a fully integrated solution, streamlining all aspects of clients management and collaboration, simultaneously enabling an analysis of clients and profits, which they generate for the enterprise. Oracle TeleService users can obtain information about client profile.This information is gathered to check and analyze the income generated by the client. Employees, who provide the service to the clients have an insight into chart information about revenue and profits, loyalty, level of satisfaction generated by the client, while using Oracle Teleservice. This information allow to better understand clients and provide state-of-art service.
ORACLE TELESERVICE ENSURES STATE-OF-ART CLIENT SERVICE
Oracle Teleservice offers adequate tools and knowledge necessary for an effective, active and timely reaction to any issues raised by and related to a client. This application is for the service industry a problem monitoring and knowledge managing system necessary for an effective realization of tasks related to servicing clients. This application gives to the service people, analysts, engineers, and managers an integrated set of service functionalities, going far-beyond traditional service habitat. By providing this an efficient and competitive solution, Oracle Teleservice enables firms to reach higher customer satisfaction and helps to retain them.
Because it is easier to retain existing clients than win over new ones, therefore it is crucial to the firm to provide the existing clients with best and personalized service. The users of Oracle Teleservice can configure Contact plans so as to react to clients problems individually and on an on-going basis, promote their loyalty and increase revenue generated by them. Examples of Contact plans: Strategic client plan, Better Client plan, Client account plan, Unprofitable client plan, Product plan, Product remainder plan, Preventive maintenance plan, Cooperation with client plan, Client retention plan, Client satisfaction plans.
Overview of customer information and customer management rules
Complete customer information, which should the service agent be in possession of, are displayed on the customer profile dashboard. It can include such information as: customer history and strategic customer status and a lot of other features. Value and color-coded indexes, which serve as visual aid for employees and enable them to become engaged in knowledge-embedded contacts with clients. Oracle TeleService encompasses a panoply of 24 pre-defined profile control points and permits the users to define client profiles, customized to each service firm requirements.
With this myriad of service functionalities, firms can define rules relating to critical information for their groups of customers. For example, it is possible to define threshold levels for various profile control points, which if exceeded, will cause a change in customer status. In such circumstances employees can initiate appropriate action, in order to alter it or pass to higher level of competency.
Contact Center is a pivotal customer database of all stored information about contacts and transactions carried out. By providing employees an access to extensive knowledge about clients, it contributes to development of employee competency and enables them to offer the clients best possible service. New interface for the user has been designed with an idea in mind, to provide service for contacts B2B and B2C type.
Contact Center is also a central point for managing information about clients. An employee can browse through detailed information about client business connections, client firm, contacts and addresses and update them, if necessary. Also reach for any of the documents, that are related to any previous contacts made with the client. With telephone interface, the Contact Center can identify the calling client by his phone number and display all related information.
An integration with Customer Intelligence (gathering information about client) module allows to view also the information about customer generated revenue, their loyalty and level of satisfaction.
Contact Center works on one interface, that manages all transactions carried out with a client. Employees can register simple service entries, search for solutions in Knowledge Base, assign tasks and view clients remarks. An integration with Oracle Scripting allows to use scripts to solve the problems. This task can be automated, using Contact Plans. Contact Center is also integrated with the Universal Work Queue, module, that allows agents for an overview and a selection of subsequent tasks.
In todays world, driven by technological innovations, firms and individual users must be able to cooperate with service firms smoothly. Oracle Teleservice can capitalize on multichannel communication, including telecenters by integrating with Oracle Media Channel Manager, e-mail by integrating with Oracle eMail Center web site by integrating with Oracle iSupport. Due to a variety of communication channels, the client has a preferential choice of communications routes. The ability to view the scheduled task using Universal Work Queue (UWQ) allows employees to offer a client a personalized service, outclassing capacities of many modern highly competitive environments.
BETTER CONTACT WITH CLIENT WITH CUSTOMER INTELLIGENCE
Within the framework of Oracle TeleService, a set of functions of Customer Intelligence module enables enterprises to view and search for information about client, to manage client dossier by analyzing client acquisition, activation, retention, profitability, satisfaction, loyalty and collaboration record and monitor client activities using modern Performance Management Framework.
By better understanding clients needs and using knowledge about clients as a strategic weapon, firms gain a competitive edge over their rivals. In order to promote client’s loyalty and raise his level of satisfaction, it is possible to design best client acquisition and retention strategies, by using promotional and package sales opportunities, by allocating firms resources to the most sterling clients, by inspiring their devotion and maximizing attained profits. More detailed analyses of client information is enabled by exploring client reports from a layer of many analytical reports to detail information about clients. With a flexible screen configuration, the users can define algorithms to calculate ratios, depending on firm’s requirements. Set of functions within Customer Intelligence module enables the users to access client information dispersed across the enterprise.
Performance Measures Framework (PMF) module is used to defining threshold and ceiling levels for basic indicators:
- degree of devotion
- level of satisfaction
If measures attain their critical values, a set of pre-defined alerts and procedures will be initiated, to notify an employee about potential problems. PMF module helps the user to effectively monitor activities of subordinate segments and identify areas requiring corrective measures.
Using configurable Personal Home Page (PHP) users can view a list of task priorities. Personalization of PHP pages also includes access to all Oracle Business Intelligence System (BIS). applications. On the main pages, a section exists, where task progress is monitored and alert signals sent, concerning key measures, navigation area, enabling an access to other BIS products, and plot areas, where charts from various BIS products are displayed.
Customer Intelligence Overview report gives the user an overall view of enterprise functioning in the areas of client acquisition and retention, raising the level of their satisfaction and level of generated revenue. To analyze the indicators, data for report preparation can be selected by using various criteria such as periods, gaps, client categories, market segmentation and geographical localizations. Recognizing a strategic importance of industry specializations, Oracle has included, within the framework of Oracle Teleservice, a set of Service for Communications functions.
STRATEGIC INDUSTRY FUNCTIONS: SERVICE FOR COMMUNICATIONS
Service for Communicationsis a efficient problem solving application, designed in compliance with special requirements of firms, that provide telecommunication services. The application enables service providers a fast and efficient service problem processing and problem solving, to increase customer positive experiences. It was build on Oracle internet applications and runs functions within the scope of: problem solving, client attendance, testing services, managing service requisitioning, calculating charges, on site service, field service, repair and overhaul shop.
Oracle Service for Communications package takes into considerations special service requirements for firms providing telecommunication services. It is a multifunctional application, that runs processes related to all aspects of client handling. This industry-oriented approach has a fundamental meaning for the effectiveness of work devoted to customer care, appreciating customer loyalty, as great number of systems providing technical assistance, do not allow for specific requirements of telecommunication industry.
Telecommunication services are based on subscription and are immaterial. They are provided via net, but not produced to be delivered to customer. Repairing a failure in telecommunication network, cannot be treated the same as manufactured goods repair. Because the service is provided via net, repairs also take place via net.
The significant difference is found in the fact, that problems encountered in the net, often lead to a failure, which affects many clients. For example, cutting off a cable will have an effect on all subscribers, who use wired telecommunication facilities. By concentrating on telecommunication service offer, Oracle Service for Communications handles problems, connected with the equipment, which provides the client with the services i.e. provides the client with mobile phones, which maintenance lies in the hands of communication services providers.
Oracle Service for Communications handles service requests and corresponding procedures of servicing clients, net and service providers. In the case of failure, caused by the same reason, Oracle Service for Communications module allows to assign separate clients to the same service request. Failure recovery and closing down a specific service request, will automatically close service requests of all clients sharing the same technical problem.
COMPLEX MANAGEMENT OF CLIENT SERVICE
Oracle Service for Communication module offers an extensive, stable and client-centric tool set to manage clients, which satisfies all requirements related to servicing clients. Irrespective, whether searching for more efficient methods of processing incoming service requests, identifying faulty areas in the net or more agile problem solving, Oracle Service for Communication helps the users throughout the whole service cycle and indeed shortens it considerably.
MORE SATISFIED CLIENT AND MORE EFFECTIVE OPERATION
Speed and simplicity of service request and response handling, determine client’s level of satisfaction, performance effectiveness and have influence on the level of profit margin attained. Multichannel approach to client service management offered by Oracle Service for Communications, results in an increased effectiveness, simultaneously providing a comfortable collaboration between clients and service departments. Service issues can be addressed through the call center, via Oracle Telephony Manager, by e-mail via Oracle eMail Center, or by Web via Oracle iSupportmodule. Finally, clients can report failures in 24x7x365 mode, trace and check service status and communicate with technical personnel. With such attitude towards service management, the number of servicemen necessary in the service centers can be reduced and the operational costs can be decreased significantly.
An installed Knowledge Management, module, operating Oracle interMedia, technology, provides various information search opportunities and reduces the need to resolve the same old dilemmas, by allowing to dig up and use information related to previous service requests and defect handling. The knowledge base has been designed in such away as to enable information merging into multi-level structure, which in turn allows to identify architecture type, for example: symptom/cause/action, dilemma/solution, question/answer etc.
Active exploitation of previous experiences gained from handling client requests spreads over managing exceptional cases. Escalation Management module allows firms to visualize exceptional cases better and devolve appropriate solutions. This module detects and tracks all details related to devolvement of a problem onto higher competency levels and notifies relevant people. Information about request closure can be used to analyze and shape economic processes.
Defect Management System is a universal and versatile solution designed to handle reported defects and improvement propositions. Imperceptibly integrated with the whole environment, Defect Management provides for cross-sectional view of solutions adopted and statuses of all defects and improvements made. The module automatically generates information about defects and transmits the data to the project unit. Integration with Oracle Workflow module enables an automated notification about work progress and defects and improvements status.
Installed Base is a repository of information about product and services sold to clients. It encompasses sales order, addresses, contacts and status and service history. They can be used for tracking , updating and conservation of client product configuration ( by make, supplier or conservation), updating major and minor subassemblies with each installation or new part or component replacement. Oracle Teleservice application encompasses a set of basic functionalities, fundamental to all customer service applications in the Oracle E-Business Suite set. The basic functionalities embrace:
- Assignment Manager
- Resource Manager
- Task Manager
- Territory Manager
Resource Manager – is a central place, where resources are shared and managed at an enterprise, institution or team level. The adopted attitude enables most effective resource management.
Task Manager – serves as a tool to define, allocate and plan tasks, to assign and manage priorities. It also allows to view task by employees, teams or managers.
Notes – module renders the place available, to register comments and additional information related to products, problems and solutions etc. usually for future references. It enables, to create, view and search for such information.
Calendar – can refer to a single employee, a group or bigger team time commitments. It can be shared among employees at an enterprise, team or departmental level. For example information about conference rooms availability can be viewed by all employees, but marketing events schedule( such as trade fairs, seminars) is available for marketing department only.
Territory Manager – creates and stores pre-defined geographical information based on post code criteria, set of competencies/skills. It also creates territorial hierarchy. It can be easily integrated with other Oracle applications to maximize benefits flowing from their use.
Assignment Manager – is a useful application eliminating the necessity of conjecture about assignment, availability, geographical localization of people, firms or resources. It offers the possibility to assign tasks and documents to people and resources according to assignment criteria chosen by the user.
KEY FEATURES OF ORACLE TELESERVICE MODULE:
- Contacts plan
- Client ratios table
- Fully configurable clients profiles
- Managing strategic clients
- Multiple communication channels
- Call center with telephone interface
- Intelligent telephone routing on the client, product, product group and type of service request basis
- B2B and B2C scenario processing
- Viewing and updating client’s living data and and history of contacts
- Call Center task assignment
- Order creation, overview and update
- Processing claims
- Creation and viewing of Contact Center remarks
- Integration with Installed Base module, providing an overview of products owned by clients
- Integration with Knowledge Base module
- Integration with eMail Center, Scripting, Contracts and other E-Business Suite applications
FUNCTIONALITIES OF CUSTOMER INTELLIGENCE MODULE
- Overview of customer data from any perspective
- Easy access to any information about clients
- Intuitive search for information about client
- Comprehensive information about client: Campaigns, Offers, Promotions, Orders, Invoices, Revenues, Contracts, Service requests, Purchased products, Contacts
- Client status flag springing from his history: New, Developing, Stable, Deteriorating, Former, Insignificant
- Various reports: Customer Intelligence Overview, Customer Acquisition and Activation Analysis, Customer Retention Analysis, Customer Profitability Analysis, Customer Loyalty Analysis
- Performance Management Framework module – defining target values for four ratios: degree of devotion, profitability, loyalty, satisfaction
- Integration with other Oracle Business Intelligence applications (BIS)