EXECUTIVE SUMMARY. Fusion5 is a certified key partner of Oracle, specialised in the implementation of Oracle RightNow CX Service Cloud

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2 EXECUTIVE SUMMARY This is an overview presentation of a Fixed Scope Offering from Fusion5 for the implementation of the industry leading Oracle RightNow CX Service Cloud solution Fusion5 is a certified key partner of Oracle, specialised in the implementation of Oracle RightNow CX Service Cloud We have strong and experienced team of skilled and certified Consultants with a proven track record of successful Oracle RightNow implementations over the last 10 years The Oracle RightNow CX Service Cloud solution, along with our fixed scope offering for the implementation brings to you quick ROI at minimum risk The following presentation gives insight into our fast track methodology, proven tools and expertise that will ensure the successful deployment of the solution in the given timeline and budget

3 INDEX Today s Business Challenges Proposed Solution Implementation Approach and Scope Implementation Methodology and Deliverables Project Plan Assumptions and obligations Our references

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5 Make it really easy and rewarding for me to BUY from you Enable your brand to be unique and represent me where I hang out Understand my true value in order to best serve MY needs Help me along my journey to minimise the risk of doing business with you Deliver on your brand promise to earn the trust, that returns more business Provide multiple ways for me to connect with you at MY convenience Strengthen your relationships with me across every touch point Proactively and intelligent engage me with personalised experiences Treat every interaction with me as an opportunity to provide more value Leverage my information to understand what I need, but be relevant Empower your employees to help me get timely access to information Enable me to get consistent information & timely resolution across all channels Deliver Great Customer Experiences

6 TODAY S BUSINESS CHALLENGES Adopt leading Global Customer Experience (CX) practices Improve your customer experience whilst reducing operational costs Reduce and streamline your processes and achieve measurable efficiencies Provide an improved knowledge management solution, with increased self-service rates Deploy a leading Oracle RightNow CX solution by April 2014

7 THE INDUSTRY LEADING SOLUTION Oracle RightNow CX Service Cloud

8 ORACLE CUSTOMER EXPERIENCE PORTFOLIO Social In Store Contact Center Field Service Mobile Direct Sales Web Oracle Marketing Oracle Commerce Oracle Sales Oracle Service Oracle Social Channel Sales Foundational Tools Oracle Cloud Infrastructure and Platform Services Oracle Mobile, Portal and Content Tools Oracle MDM, BI and Decisioning Tools Oracle Integration and BPM/SOA Tools Complete portfolio of best-of-breed solutions to deliver better customer experiences Deployed modularly for discrete business problems or as a suite of applications to address touch points across the customer lifecycle Open and standards based, enabling extension and integration with existing and third party solutions

9 ORACLE SERVICE Oracle Service delivers connected engagements that empowers businesses to understand needs, solve problems, and delight customers Web Customer Service Cross-Channel Contact Center Knowledge Management Policy Automation Field Service Platform

10 ORACLE RIGHTNOW CX CLOUD SERVICE

11 WEB CUSTOMER SERVICE Self Service Community Support Escalation Chat / Co-browse Virtual Assistant Customer Portal

12 SOME ORACLE RIGHTNOW CUSTOMERS IN AUSTRALASIA Utilities & Others Utilities & Others

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14 ORACLE RIGHTNOW CX MODULES INCLUDED IN SCOPE Module Name In Scope Module Name In Scope Additional Services In Scope Knowledge Management Social Monitoring Custom Reports Incident / Management Self-Service Facebook System Integration Web Self Service Communities Data Conversion Site Management Guided Resolution Analytics & Reporting Collaboration Forward to Expert Solution System Customisation Cross-Channel Service Mobile Agent App PartnerPlus Mobile Service Live Chat Customer Feedback Outreach s & web forms

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16 CORE CX SERVICES BASE SITE CONFIGURATION IN SCOPE 1 Interface is included Navigation Sets x 4 (Admin, Knowledge, Enquiry Manager, Enquiry Staff) Account Profiles x 4 (Admin, Knowledge, Enquiry Manager, Enquiry Staff) Staff Accounts x 20 (using above profiles) Mailboxes x 2 (1 service mailbox and 1 marketing mailbox) Custom Fields x 5 each for Incidents and Contacts Workspaces (Incident, Contact, Answers) 1 x 2 hour familiarisation session, 1 x 4 hour admin training and 1 x 4 hour user training

17 CORE CX SERVICE KNOWLEDGE MANAGEMENT IN SCOPE Training in creating/updating Knowledge Content included in 4 hours user training Product and Category Management and Assignment (maximum of 10 Products and Categories) Answer Review/Approve/Publish workflow management (maximum of 2 business rules and 1 escalation rule)

18 CORE CX SERVICE INCIDENT / MANAGEMENT IN SCOPE Queues and Queue Management configuration (maximum of 6 queues) Incident Business Rule and Escalation Rule configuration (maximum of 4 rule states, 12 rules, and 1 escalation) Response Levels and 1 default SLA configuration Service Message Templates (includes branding the template and customising maximum of 6 s)

19 CORE CX SERVICE WEB SELF SERVICE IN SCOPE Customer Portal configuration Customer Portal Branding (1 theme and 1 template included) Customer Portal Page configuration (includes follow pages only - Home, Answer List, Answer Detail, Ask a Question with SmartAssistant) Only standard Widgets included with configuration (no custom widgets)

20 CORE CX ANALYTICS & REPORTING IN SCOPE All standard out-of the-box reports Up to 6 custom reports

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22 PROJECT SET-UP IS CRITICAL Very Experienced Project Team Experienced Project Manager Proven Project Implementation Methodology Management of: Project Risks Project Scope Project Timeline Project Issues Project Budget Partnership Approach

23 FUSION5 FOCUS METHODOLOGY

24 PROPOSED IMPLEMENTATION TIMELINE

25 PARTNERSHIP APPROACH Customer Fusion5 Oracle Project Sponsorship and Vision Knowledge of business processes and requirements Commitment to Success Technical Infrastructure Prime / Project Management Significant Application and business expertise Significant Oracle RightNow and Cloud Implementation experience Extensive support structure Long term commitment Leading edge Cloud software Technical and application specialist skills and support Global support Investment in R&D Solution assurance Long term commitment

26 WHAT HAPPENS POST GO-LIVE? You go live on the new system and celebrate! We ll be there to assist you Fusion5 has factored in 8 hours of post Go-Live support to assist with any issues that may arise This support can be on-site if needed and incidental expenses are chargeable You ll have a support contract with Oracle that will provide: 24 hour follow the sun help desk support (can also be logged through Fusion5) Access to knowledge databases Fixes and Patches (not that many are needed!) Free upgrades (new quarterly releases of the software) You also move into our (optional) PartnerPlus program Optional / Additional services and support (level 1 and 2) from Fusion5

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28 KEY ASSUMPTIONS 1. Fusion5 s FOCUS : Guided Methodology will be used for the implementation 2. A small Project team is formed and empowered to make decisions. 3. A timeline of 10 weeks is assumed with work products delivered during the timeframe, counting from the time that the Oracle RightNow CX Service Cloud system is provisioned. 4. The implementation is based on the Cloud deployment model, hosted at Oracle s Sydney Data Centre. 5. No Customisation is performed. Configuration within the standard system is performed. 6. Single Sign-On set-up is not included. 7. Organisational Change Management will be Client s responsibility

29 YOUR OBLIGATIONS For the project to be successful Customer must fulfil the following obligations: 1. Order Oracle RightNow CX Service Cloud prior to project start 2. Assign a project manager to lead your staff s efforts 3. Assign experienced and empowered business and IT users to work closely with Fusion5's consultants according to project plan (some full-time allocation may be necessary at times) 4. Perform certain project tasks according to project plan such as a) provide data in format specified by Fusion5 b) create Knowledge Base items c) end user training 5. Arrange for a project executive sponsor and project steering committee 6. Accept that where possible the work performed by Fusion5 Consulting will not be on-site

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31 REFERENCE CLIENT 1 : Telecom New Zealand Implemented RightNow in 2004 Has grown use of RightNow significantly to encompass: - external knowledgebase (over 7,000 knowledge items) - internal knowledgebase for agents - management - chat - customer Portal web-forms - multiple interfaces - analytics for improved management reporting Regularly uses Fusion5 consultancy services for enhancements and project work

32 REFERENCE CLIENT 2 : University of Auckland Oracle RightNow for campus-wide CRM (student/stakeholder management) Knowledge management with AskAuckland Incident management Forward to Expert Events management Facebook and mobile Have pre-paid Fusion5 consultancy services to assist with enhancements

33 NEXT STEP To start your journey towards realising your modern day CX Service vision, please contact us: Australia: MELBOURNE SYDNEY BRISBANE PERTH Level 9, 468 St Kilda Road 3.01 / 32 Delhi Road 509 Brunswick Street Level 9, 231 Adelaide Terrace Victoria 3004 North Ryde, NSW 2113 Fortitude Valley, QLD, 4006 Perth, WA 6000 Ph: Ph: Ph: Ph: ADELAIDE Level 1, 69 Fullarton Road Kent Town, SA 5067 Ph: New Zealand: WELLINGTON AUCKLAND Christchurch Level 6, Lambton House Level 7 Unit 6, 15 Sir Gil Simpson Drive 160 Lambton Quay 3 City Road Harewood Wellington Auckland Christchurch Ph: Ph: Ph: To learn more about our offering visit