Delivering a world-class omnichannel customer experience

Dienst

Delivering a world-class omnichannel customer experience

Leveraging Oracle Service Cloud’s capabilities

Are you looking to differentiate yourself from the competition by delivering the best omnichannel customer experience available in the market? Oracle Service Cloud can help you achieve it as it enables you to deliver a unified customer experience through your service organization across all channels of interaction.

Improving the customer experience

Over the last years customer experience has become a key business differentiator in today’s global market. Considering the World Wide Web, the influence of word of mouth has increased. Hence, it becomes more and more important to deliver a good customer experience leading to increased loyalty, satisfaction, retention and word of mouth.

Additionally, online, mobile and social have become important aspect of our lives. As an effect, there are more and more customers using different channels to contact and talk about your company. Many companies struggle to manage all these channels and provide a consistent customer experience while keeping the 360 degree view of the customer.


Omnichannel customer experience

Deloitte offers a solution enabling you to deliver world-class customer experience through all channels, leveraging Oracle Service Cloud’s unique capabilities. Oracle Service Cloud’s functional capabilities are a key differentiator. Gartner recognizes Oracle Service Cloud as a leader in both Web Customer Service and Customer Service Contact Center as well as Field Service Management applications.

Oracle Service Cloud provides you with a platform that enables you to deliver a great omnichannel customer experience using five components:

  • Web Customer Service provides a rich customer experience allowing the customer to search for product / service information, resolve their issues using self-service or the virtual assistant, manage their account and contact your company through all web channels imaginable (eg. chat, email, social);
  • Cross Channel Contact Center Experience delivers a system to manage the customer journey across channels in a unified way delivering great experiences;
  • Knowledge Management enables your organization to maintain and provide knowledge whenever required; from the search results resulting from a search, till the best answer suggestions provided by the smart assistant;
  • Policy Automation provides the ability to automate service policies, processes and regulations, resulting in personalized advices, compliancy and complex analytical capabilities; and
  • Field Service Management delivers everything required for effective field services, making use of key functionalities like predictive planning, workforce routing, resource tracking and mobile accessibility.


Get a 360 degree customer overview

Our solution will support you to improve your customer experience leveraging the different components, each having its own unique benefits:

  • Web Customer Service will enable you to improve your online presence and increase self-service rates by offering online solutions. This is supported by the Support and Innovation Communities which will encourage learning and sharing, increase brand loyalty and further increase self-service rates. In addition, the social component allows you to efficiently run social monitoring, (self-service) Facebook pages and manage customer expressions using the Cross Channel Contact Center component to improve customer satisfaction and loyalty. 
  • The Cross Channel Contact Center component will provide you with a 360 degree customer overview and increase agent efficiency enabling the agent to deliver an exceptional customer experience and increase ‘first time resolution’ rates. 
  • The Knowledge Management (KM) component offers a self-learning KM platform for internal and external use. It furthermore provides you the analytics required for managing your service performance. 
  • Policy Automation enables your organization to improve your business agility by automating policies, processes and regulations, providing consistent and superior customer experiences. 
  • Field Service Management guarantees fast and timely service management resulting in increased customer satisfaction and an optimized field workforce.


How can Deloitte help you with improving your customer experience?

The added value of Deloitte is the extensive knowledge of industry standards, service processes and customer experience. Deloitte is strong in the areas from customer experience strategy till implementation and change management and can guide you through this process using our proven global methodology. To deliver this, Deloitte has access to a large pool of certified and experienced consultants that lead companies through complex service transformations having access to the latest industry best practices. Deloitte has done several large Service Transformations and has built experience in implementing Oracle Service Cloud at various clients worldwide.


More information about improving the customer experience?

If you would like to receive more information about improving the customer experience, please contact Jasper Stoop via 088 288 7169.

Contact

Jasper Stoop

Jasper Stoop

Manager

Jasper has more than 5 years of consulting experience in large CRM implementation projects in different sectors. Within the CRM domain, Jasper’s focus is Service Processes and he is specialized in app... Meer

Sander Verkade

Sander Verkade

Manager

Ik ben sinds 2011 werkzaam bij Deloitte Consulting als CRM manager en ben expert op het gebied van Oracle CRM. Ik focus mij op het realiseren van CRM oplossingen die zowel toegevoegde waarde, als de b... Meer

Arthur Spruyt

Arthur Spruyt

Senior Manager

Ik ben een ervaren projectleider in de Oracle Solutions service lijn van Deloitte. Ik begeleid internationale programma’s waarin meerdere CX producten zijn geïmplementeerd. Mijn passie is motorrijden,... Meer