ORACLE SERVICE – HELP IS JUST A CLICK AWAY See how our customers have transformed their Web Customer Service with Oracle Service.
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TABLE OF CONTENTS 03
HELP IS JUST A CLICK AWAY
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EDUCATION AND RESEARCH: UNIVERSITY OF OXFORD
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COMMUNICATIONS: TELECOM NEW ZEALAND
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ONLINE SERVICES: ANGIE’S LIST
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COMMUNICATIONS: SASKATCHEWAN TELECOMMUNICATIONS HOLDING CORPORATION (SASKTEL)
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HIGH TECHNOLOGY: XACTWARE
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PROFESSIONAL SERVICES: JACKSON HEWITT
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HELP IS JUST A CLICK AWAY Today’s customers are always online and
Oracle Web Customer Service solutions
always connected, so they expect you to be
help you address these challenges, offering
too. They expect you to follow them, know who
full cross-channel and guided step-by-step
they are and what they have already told you
assistance. If you can ensure your customers
as they cross channels throughout their service
find the right answers quickly, your service
journey. These increased customer service
costs will decrease, as the average Web
demands are driving Web self-service, with
transaction costs only 10 cents.
72% of customers now preferring to find their own information online. However, only 52% of customers actually find what they need - and that’s why so many of them escalate from the Web, through chat, phone or email to agent assistance. Those escalations cost companies $22 million a year, on average, and could have been prevented with better web self-service.
The proof of Oracle Service is in the numbers – take a look at six case studies to learn more.
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EDUCATION AND RESEARCH
EDUCATION AND RESEARCH: UNIVERSITY OF OXFORD Increasing the efficiency of online administration
Growing your customer base doesn’t have to mean increased customer service demands and higher spend. By using an interactive online self-service solution, your organization can provide improved accessibility for your customers, while also increasing your efficiency and employee productivity.
THE SOLUTION University of Oxford used Oracle Web Customer Service to transform online interactions across all departments. An intuitive knowledge repository now ensures prospective students can find answers online without having to contact the university directly, while an e-mail management solution helps integrate interactions captured at multiple touchpoints
THE CHALLENGE
and improve the efficiency of communications management.
University of Oxford is one of the world’s leading universities, standing at the forefront of learning, teaching and research. In 2012, the university processed more than 17,000 undergraduate applications for approximately 3,000 available places, along with 19,500 graduate applications.
“The results have been significant. With an increase in applications, we would expect an increase in the number of queries. Instead, with Oracle Service,
With applicant numbers increasing, the
we have seen a 22% drop. That’s a
university wanted to boost the efficiency of its
huge efficiency gain and a win/win for
online admissions process helping prospective
students and staff alike. ”
students find information quickly and easily, reduce staff handling times and email inquiries, and improve applicant satisfaction rates.
Jeremy Welch, Services Manager for Graduate Admissions, University of Oxford
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With Oracle Web Customer Service the university transformed its online service into a highly-interactive, branded experience, using an approach that automatically predicts questions and presents answers.
THE RESULTS Using Oracle Web Customer
Increased efficiency
Service the university has reduced e-mail enquiries by 22 percent during a period when graduate applications increased.
University of Oxford has decreased its yearly administration time by 13 weeks
Greater productivity
through streamlined processes and improved productivity, while also using online self-service to increase prospective student satisfaction levels and decrease email and call volumes.
With Oracle Service the university
Improved accessibility
transformed its online customer service into a highly-interactive, branded experience, using an approach that automatically predicts questions and presents answers.
READ THE FULL STORY
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COMMUNICATIONS
COMMUNICATIONS: TELECOM NEW ZEALAND Delivering the right answers, at the right time, through the right channels Helping customers find the answers they need through their channel of choice increases customer satisfaction and reduces operating costs. It is crucial for organizations to ensure the information they provide across all channels is consistent and appears seamless.
THE CHALLENGE Telecom New Zealand is a leading provider of mobile, internet, and phone services in New Zealand, primarily focusing on individual consumers and small-to-medium size businesses. A few years ago Telecom New Zealand decided to make customer service a business priority, but with 13 different existing knowledge bases, the goal of providing customers with the right answer at the right time, and through the most efficient means, couldn’t be easily met.
THE SOLUTION Telecom New Zealand used Oracle Web Customer Service to build a unified knowledge base for customers and employees, ensuring a single version of the truth companywide, and that the right information is easily accessible at any time. With the help of Oracle Service, Telecom New Zealand increased the number of articles in its knowledge base from about 600 to 4,800 – a number which is growing every day – while simultaneously implementing a Web-based self-service portal to empower customers to help themselves. The company now has the ability to deliver seamless, multichannel customer experiences that build brand loyalty, boost sales, and reduce costs.
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Using Oracle Web Customer Service, Telecom New Zealand increased self-service by 225 percent, improving customer
loyalty and increasing spend.
THE RESULTS Increased revenue
The company’s new online chat
“Our mantra is ‘Great
feature converted 21 percent of its
service is the cheapest
sessions into sales.
service,’ and that has certainly become evident as we’ve improved our
Reduced costs
Using Web, social support, and an
ability to resolve problems
integrated knowledge base, the
faster, reduce the need to
company significantly improved agent
transfer calls among agents
productivity and reduced agent work
to solve issues, and deliver
time by a full minute.
better metrics overall from a customer experience perspective.”
Optimized services
Efficient self-service
Cut response times to customer
Sue Atkins, Head of Service Experience, Telecom New Zealand
inquiries from weeks to hours.
Telecom New Zealand improved customer loyalty and spend.
READ THE FULL STORY
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ONLINE SERVICES
ONLINE SERVICES: ANGIE’S LIST Helping customers to help themselves Advancements in technology have changed the way we interact. Customers communicate with organizations in multiple ways and expect you to have the capabilities to cater to their needs.
THE CHALLENGE Angie’s List is a leading customer reviews Website delivering ratings on local service providers to more than two million paying households – helping them make informed hiring decisions. Due to rapid growth, Angie’s List’s servers were struggling under the strain of the number of employee and customer emails received every day. The company decided to move from its initial setup of Microsoft Outlook and a simple chat feature, to a more robust, complete, and most importantly, scalable customer experience platform.
THE SOLUTION Angie’s List selected Oracle’s Web Experience, a component of Oracle Web Customer Service, to provide customers with simple-to-use Web self-service features, and serve content to users directly from the Angie’s List Website. Angie’s List also took advantage of Oracle Web Customer Service’s knowledge foundation, which continuously learns from every customer and employee interaction enabling the delivery of real-time, relevant information across all touchpoints.
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“Both our customers and our agents now have access to new resources for information and communication that can provide faster response rates and reduced emails, because customers now have answers at their fingertips. We could not be more pleased with our deployment.” Jon Buck, Operations Manager, Angie’s List
THE RESULTS Maximized productivity
Better customer experiences
Simplified interactions
Angie’s List dramatically improved customer access to information, resulting in fewer service inquiries and greater agent productivity.
More than 200 Angie’s List agents now use Oracle Web Customer Service to deliver accurate, up-to-date information to members.
Angie’s List’s new knowledge foundation reduced email traffic and enabled its customers to find the answers they need online quickly and easily, reducing service agent costs and removing complexity.
Angie’s List dramatically improved customer access to information, resulting in fewer service inquiries and greater agent productivity.
READ THE FULL STORY
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COMMUNICATIONS
COMMUNICATIONS: SASKATCHEWAN TELECOMMUNICATIONS HOLDING CORPORATION (SASKTEL) Developing a true multi-channel contact center Your customers are always connected, so you should be too, providing solutions to help solve their issues at any time and through any channel.
THE SOLUTION SaskTel brought in AmberLeaf Partners to help develop a multi-channel framework for its customer self-service strategy, and devise an in-depth roadmap to dramatically
THE CHALLENGE SaskTel (Saskatchewan Telecommunications Holding Corporation) is the leading provider of communications in Saskatchewan, Canada. The company offers a wide range of products and services including voice and data, internet, entertainment, security, messaging, cellular, and directory services to more than 1.4 million customers.
improve the customer experience. At the heart of AmberLeaf’s suggested methodology was Oracle Web Customer Service. Once implemented, SaskTel was able to gain a full view of customer history, support new channels and procedures with more efficient and integrated agent desktops, implement various Web selfservice technologies, and provide a platform for true multi-channel experiences from
SaskTel is both a B2B and B2C company, with
which agents could capture feedback at
a large percentage of its customers situated in
every interaction point.
rural areas, making it difficult to create a unified customer experience. These problems were exacerbated by two separate email addresses for sales and support, a Website that was far from customer-friendly, and email response times as long as 48 hours.
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SaskTel now has the level of visibility needed to improve both customer satisfaction and business decision-making because they are capturing the voice of the customer and using it to continuously build their knowledge base.
THE RESULTS
“ The Partnership between AmberLeaf and [Oracle]
Enhanced customer interactions
With Oracle Web Customer Service,
Service has already had
SaskTel launched four new channels
a huge impact at SaskTel.
– Web, email, communities, and chat
Together, the two companies
– in less than six months.
have helped us create a strategic multi-channel contact center in only six months.”
SaskTel now has the level of visibility needed to improve both customer
Greater insight
Daryl Hoffman, Director of Marketing Operation (Customer Self-Serve), Sa skTel
satisfaction and business decisionmaking, because they are capturing the voice of the customer and using it to continuously build their knowledge base.
Through the scalability of Oracle Web
Lower costs
Customer Service, SaskTel’s solution delivers only what is required without incurring additional IT costs.
READ THE FULL STORY
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HIGH TECHNOLOGY
HIGH TECHNOLOGY: XACTWARE Driving retention and enhancing efficiency through contact center improvements Delivering great customer service is key to driving brand loyalty and increasing revenue, but it can be difficult when customers want different answers at different times through different channels. It’s important to ensure your organization has the underlying systems in place to make certain there is consistency of information and service across all channels.
THE SOLUTION Xactware implemented Oracle Web Customer Service as a contact center solution catering to customers across phone, email, and chat, and helping agents capture, track, assign and manage customer requests from initial contact to resolution. Oracle Service also provides a variety of Web self-service tools, enabling customers to find the answers they need without turning to agents, and helping Xactware handle a higher volume of requests.
THE CHALLENGE For more than 25 years, Xactware has provided software solutions to help insurance and building professionals estimate the costs of construction and repairs. Xactware products are used by 80 percent of insurance repair contractors, and 19 of the top 25 property
Because Xactware understands the importance of the customer service experience in relation to customer loyalty, Oracle Service solutions are also used to collate and track customer questions and complaints left via feedback forms on the Xactware Website, meaning no customer issue is overlooked.
insurers. To maintain this market position
The combination of Oracle Web Customer
Xactware places strong emphasis on providing
Service’s automated and streamlined reporting
excellent levels of customer care.
capabilities, self-service, and chat technology
Xactware has traditionally outsourced customer support, limiting its control over how services are executed. To rectify this, Xactware decided to bring customer support back in-house and use Oracle Web Customer Service to provide the best customer service experience.
have created large savings for Xactware, supporting the company’s rapid growth while limiting the need for extra personnel.
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THE RESULTS
Oracle Web Customer Service gives us the tools
Increased efficiency
As Xactware continues to grow
to provide exceptional care to
Oracle Service is enabling it to do
our customers, efficiently and
so without needing to hire more
in-house, without impacting
agents, resulting in a more effective
our ability to grow and acquire
personnel-to-customer ratio.
new customers at a rapid pace. We can successfully support increased numbers of customers with far
Feedback links gathered by Oracle
Greater insight
Service capture the voice of the customer, allowing Xactware
fewer personnel than would be possible without Oracle Service.”
to quickly respond to common issues and questions, and improve
Kathy Greer, Quality Assurance Manager, Xactware
decision-making.
Reduce costs
Automated reporting now saves Xactware the equivalent of a full-time employee.
READ THE FULL STORY
Feedback gathered by Oracle Service capture the voice of the customer, allowing Xactware to quickly respond to common issues and questions, and improve decision-making.
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PROFESSIONAL SERVICES
PROFESSIONAL SERVICES: JACKSON HEWITT Developing a strong knowledge base for customer support
Providing employees and customers the right answers just a click away – means your frontline staff is free to handle more complex issues.
THE SOLUTION Jackson Hewitt used Oracle Web Customer Service to develop a knowledge base of approximately 1,000 FAQs providing solutions
THE CHALLENGE
and answers relevant to every facet of the company’s services. The company also
Jackson Hewitt Tax Service is a largely
implemented Oracle Service’s chat technology to
franchised operation with approximately
reduce contact center traffic, and provide instant
6,500 locations in the United States. To
answers to field agents when they need them.
ensure the company delivers a high standard of customer service, Jackson Hewitt has a franchise support center in Florida, a call center
“We like the fact that Oracle Service is
in the Philippines for corporate customer
cloud-based and always one step ahead
interactions, and a third support group for
in developing new features in that we can
customers completing their own tax returns
leverage to make our customers’ experience
using the company’s online software.
better, easier, and seamless. Regardless of whether they prepare their own tax return
With three separate support centers and a
at jacksonhewittonline.com or choose to
high percentage of seasonal staff, Jackson
work with a professional preparer in one of
Hewitt was finding it difficult to get workers
our stores, customers expect the same high
up to speed for each coming tax season. For
level of service and experience from Jackson
this reason it turned to Oracle Web Customer
Hewitt, and Oracle Service continues to help
Service to help increase productivity, lower
us accomplish that goal.”
costs, reduce training times, and provide
Tim Bechtold, Customer Support Chief, Jackson Hewitt
on-demand solutions for a range of issues.
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Oracle Web Customer Service enabled Jackson Hewitt to reduce training time by 15-20 percent, and cut contact center
traffic by 40 percent.
THE RESULTS Oracle Web Customer Service
Increased efficiency
enabled Jackson Hewitt to reduce training time by 15-20 percent , and cut contact center traffic by 40 percent.
The scalability of Oracle Web
Improved flexibility
Customer Service allows Jackson Hewitt to pay only for what it uses, meaning no money is wasted on idle resources during the off-season.
Chat functionality enables Jackson
Optimized services
Hewitt to provide real-time support to both tax preparers and endcustomers, improving satisfaction and efficiency across the organization.
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Leggett, Kate, Transform The Contact Center: Forrester’s Playbook For Customer Service Excellence, Forrester, June 25, 2012
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