Automotive - Oracle Service Cloud - Solution Overview

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Modern Customer Service Experience for
Automotive Industry
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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.

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Agenda
What’s all the hype about?
Oracle Service Cloud Overview
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How it all fits together?
Auto Service Modules
How to get started?
What’s next?
Questions & Answers
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86% of customers stop doing
business with a company after
one bad experience
80% of your future profits
come from your existing
customers

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80%
of high-growth companies
provide a consistent
customer experience across
all channels

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the customer as we all know
has changed drastically

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your automotive servicing business
is no different

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Welcome the new customer
Fiercely
Empowered
Revolting
with
Vengeance

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.
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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

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Every customer has a unique journey

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that transcends across multiple channels
social
mobile
web
service center
call center
in car

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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

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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

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and this happens when you don’t have
a cross-channel service center…
that spans the customer journey across the
Customer Experience Lifecycle

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WOW the customer across
Customer Experience Lifecycle

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Oracle Service
Cloud
Introducing Oracle Service Cloud for
Automotive Industry

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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

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Engage &
Knowledge Base
Platform
Service Cloud
Support Community
Social Monitor
Semantic Search
Social
Experience
Contact Center
Experience
Web
Experience

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Web | Mobile Self Service
Live Chat | Co-Browse
Email Management
Web Experience
Intent Guide
Virtual Assistant

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Web | Mobile Self Service
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

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Engage &
Knowledge Base
Platform
Service Cloud
Support Community
Social Monitor
Semantic Search
Social
Experience
Contact Center
Experience
Web
Experience

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Social Experience
Support Community
Social Monitoring
Semantic Search

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Social Monitoring
Support Community
Social Experience
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.

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Engage &
Knowledge Base
Platform
Service Cloud
Support Community
Social Monitor
Semantic Search
Social
Experience
Contact Center
Experience
Web
Experience

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Contact Center Experience
Guided Resolution
Cross-channel Service
Collaboration
Unified Desktop Agent
Unified Mobile Agent App

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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.

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Engage &
Knowledge Base
Platform
Service Cloud
Support Community
Social Monitor
Semantic Search
Social
Experience
Contact Center
Experience
Web
Experience

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Customer Feedback
Integrated Apps
Outreach
Analytics
Knowledge Base
Engage & Knowledge Base

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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.

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Engage &
Knowledge Base
Platform
Service Cloud
Support Community
Social Monitor
Semantic Search
Social
Experience
Contact Center
Experience
Web
Experience

Web
Experience
Intent Guide
Web | Mobile Self-Service
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
Customer
Mobile app

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Oracle Service
Cloud
Automotive Industry Modules

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Service Scheduling
Customer 360 degree
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Service Rep. Assignment
Service Force Tracking
Service Warranty Check
Service Invoice Generation
Service Estimates
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7

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ERP Integration
Product Inventory Sync
Workshop Route Planning
Inventory Availability
Check-In Geo-Tracking
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CTI Integration*9
Service Center Support8

35Service Scheduling
Automobile Service Center Modules
1 – Customer Registration 3 – Customer Car(s)
2 – Loyalty Card # /
Customer # Know your customers the day
they start availing your service

3 – Create and manage new service requests
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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

37Service Rep. Assignment
Automatic service center and resource assignment
Automatically suggests best
available technicians based on
customer’s location and availability.

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.

39Service Warranty Check
Thanks to tighter integration with your ERP
systems, your agents can know the warranty
status of customer purchases and act
accordingly.

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.

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.

42Service Invoice Generation
In-built module facilitates Price| Quote
estimates, invoice generation and ERP
integration with just a few clicks.

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.

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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

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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

46Executive management Dashboard
Bottlenecks Drill Down Reports
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2
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Dashboards provide actionable intelligence based
on bottlenecks by service center, region, by
service category, by spare parts & by service
specialists for quick management decision making

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Service Requests Drill Down Reports
Executive management Dashboard
Dashboards with drill down to the lowest level enables
management to take action instantly
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4
1
2

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.

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.

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Agents can quickly scan spare parts
inventory items about their in-stock
availability and price.
Spare Parts Inventory Availability

51Customer Service Rating & Feedback
Let your end customers rate the service & provide
feedback along with optionally taking snaps of the
repaired appliance from their mobile.

52Internet of Things - Integration
Free your customers from the worry and hassles of
remembering service due dates, oil changes.

53Internet of Things – Pre-emptive guidance
Help your customer by making it hassle free to know about
vehicle’s health using IoT enabled car sensors. This gadget
monitors significant parts, reports & reminds preemptively
about upcoming maintenance tasks .

54Smart Vehicle Health Monitoring | Appointment Setting
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
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3
4
1

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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
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Oracle Service
Cloud
http://www.ephlux.com
info@ephlux.com
+1 866 788 4185
Introducing Oracle Service Cloud for
Automotive Industry

Automotive - Oracle Service Cloud - Solution Overview

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