Agile, Secure, Reliable: World-Class Customer Service in the Cloud

Transcription

1 Agile, Secure, Reliable: World-Class Customer Service in the Cloud Contents 2 Introduction 4 Business Benefits 6 IT Benefits 8 RightNow Product Focus

2 2 Why Deliver Customer Service in the Cloud? In a volatile and hyper-competitive market, delivering exceptional multichannel customer service consistently is essential. But delivering world-class service on tight budgets and to even tighter deadlines is a tough challenge for even the largest organizations. That s why so many of the world s most successful organizations choose to deliver customer service in the cloud.

3 3 With our growth rate continuing to climb, RightNow helps our customers receive the support they need in real-time, our contact center agents be more productive and helpful, and our executive and product development teams receive detailed feedback to continue to improve our customer s experience. Michele Watson, Vice President of Global Customer Care, Match.com Organizations across the globe are making the move to the cloud to help them: Reduce costs and accelerate ROI Get more flexibility for less capital outlay Harness world-class performance and reliability Deliver airtight security and rigorous compliance Refocus resources on the core business Foster innovation by freeing up skilled IT staff Improve agility with flexible tools and a scalable platform This ebook is a short introduction to the many benefits of moving customer service to the cloud. Links to further resources can be found on the final page.

4 4 Smart Business As companies look for new ways to survive and prosper in rapidly changing markets, IT leaders are under increasing pressure to demonstrate the value that technology brings to the table. Boardroom demands to do more with less are nothing new, but now cloud services are making it easier to meet those expectations. Rapid implementation Getting to market first is critical to building competitive advantage. And getting a fast return on your investments is vital to deliver real business value from IT. Deploying customer service applications in the cloud eliminates the usual configuration and testing complexities, providing a comprehensive set of tools for designing, building and connecting services in the cloud, helping you: Accelerate application deployment to get maximum value from your investments Deliver ROI from day one with reduced costs and minimal business disruption Scale easily by starting small, proving ROI and rapidly adapting to your growing business Total flexibility Markets don t stand still and neither can your business. Only companies with flexible, scalable IT environments can respond quickly and efficiently to changing market conditions and business needs. Customer service in the cloud offers a simple way to deliver the performance and capacity you need, when you need it, allowing you to: Effortlessly scale resources to meet even the most extreme spikes in demand Easily make changes to applications, enabling continuous customer service improvements

5 5 One thing we didn t realize when we first started on the RightNow journey was how flexible it really is. RightNow gives you so much capability; it s just a question of how you choose to use it. Amanda O Donnell, Head of Customer Experience, Virgin Mobile, Virgin Mobile Australia High availability When it comes to delivering world-class customer service, system outages are not an option. But the complexity of traditional on-premise environments can make unplanned downtime a costly problem for many businesses. Deploying customer service in the cloud eliminates these problems by delivering the highest standards of reliability, security and scalability to help you: Ensure mission-critical availability for customer service applications and data Reduce the cost and complexity of delivering always-on customer service tools Gain anytime, anywhere access with encrypted, Web-based administration tools Access the best products and services Developing, testing and deploying onpremise customer service solutions takes time and money and money that could be better spent elsewhere. Customer service in the cloud provides access to marketleading products and services at a fraction of the cost and effort, allowing you to: Maximize business value with fast, affordable upgrades and enhancements Offer outstanding service without the capital expense and management overhead Deliver a global customer experience with support for multiple languages

6 6 Smarter IT A commonly held view of cloud services is that they re only about cost reductions. As we ve seen already, cloud services offer much more than simple cost savings. Customer service in the cloud doesn t just make great business sense it empowers IT organizations to do far more than ever before. Lower Total Cost of Ownership (TCO) Too many companies throw away money on underutilized systems that are expensive to maintain, upgrade and replace. The challenge to deliver consistent outstanding service to more customers can put a strain on the limited resources available to many IT organizations. With customer service in the cloud, you only pay for what you use, allowing you to: Dramatically reduce TCO with subscription-based pricing and seamless scalability Redirect resources to invest in projects that develop your core business Upgrade effortlessly with no costly hardware refreshes or disruptive downtime

7 7 A recent Frost & Sullivan study measured the cost savings of hosted contact center systems against on premise systems. The report revealed that companies deploying hosted contact center solutions saved as much as 77% of the TCO compared to on-premise systems during the first year of use alone. Hosted contact center services delivered significantly lower TCO than comparable premise-based systems. Companies saved up to 77% of the TCO and not less than 36% using hosted versus premise in the first year of use. Frost & Sullivan, Premise vs. Hosted Contact Center: Total Cost of Ownership Analysis

8 8 Simplify IT Complex IT infrastructures are the cause of many management headaches. And with the increase in worker mobility and Bring Your Own Device (BYOD) initiatives, IT environments are becoming more complex by the day. With customer service in the cloud, these layers of complexity are removed and dealt with by the cloud vendor, enabling you to: Reduce complexity in IT environments to improve internal resource utilization Meet the challenges of a mobile workforce and the consumerization of IT Enable innovation When highly-skilled IT staff are spending time performing routine maintenance and operational tasks, they re not adding value to your business. Moving customer service to the cloud frees staff to focus on developing the innovations that differentiate your business and drive it forward, helping you to: Build competitive advantage by getting innovations to market quickly and cost-effectively Focus internal resources on high-value projects that drive your business forward Spend more time innovating and less time on system administration and risk management

9 9 Minimize risk While migrating to the cloud makes clear commercial sense, many organizations opt out due to security and reliability concerns. But with the right vendor, applications and data can be even more secure and reliable than they would be on-premise and your data remains your data, with no issues should you decide to switch providers. Moving customer service to the cloud means you can: Deliver a robust solution with secure global access and a fully redundant architecture Get maximum security for mission-critical applications and sensitive customer data RightNow s robust solution meets the needs of our business with easy translation management, powerful reporting, and a solution that is scalable to the company s rapid global growth. Beyond that, it s all available to us without the capital investment of software development and management. Colby Parrott, Knowledge Base and Training Manager in Customer Operations, SurveyMonkey Simplify compliance by removing the need for internal controls

10 10 The Smartest Way to Deliver Customer Service in the Cloud With RightNow, we can adapt to the continually changing travel industry. We rely on RightNow to enable us to provide complete, accurate information, and to update that information at a moment s notice. Oracle RightNow Platform Oracle RightNow CX Cloud Service offers a comprehensive suite of powerful, integrated tools for enabling customer service experience excellence, adapting rapidly to changing business needs, providing consistent and insightful interactions, and delivering proven, reliable service. Jeff Hudson, Systems Delivery and Product Manager, Travelocity

11 11 With cloud-based customer service powered by Oracle RightNow Platform you can: Deliver outstanding multi-channel experiences to every customer, every time Gain valuable customer insight by delivering relevant knowledge across all interactions Oracle RightNow Platform includes Oracle RightNow Virtual CIO Cloud Service, Oracle RightNow Service Experience Platform and Oracle RightNow App Builder products to give you complete control over your customer service cloud deployments. Get the right information, fast with highest level of relevance for every query Ensure complete security and simplify compliance with all regulatory mandates Maximize efficiency with real-time cloud performance monitoring

12 12 Oracle RightNow Virtual CIO Cloud Service Oracle RightNow Virtual CIO Cloud Service provides near-real-time visibility into critical performance metrics, offering complete operational transparency, and providing CIOs and senior IT managers with actionable insight to: Support decision-making with clear performance insight and risk visibility Respond quickly to changing conditions with real-time cloud service monitoring Plan effectively for the future with sophisticated trend analysis Oracle RightNow Service Experience Platform Oracle RightNow Service Experience Platform provides a reliable, secure and scalable platform for mission-critical cloud deployments. Its available-anytime architecture delivers consistent highavailability and an uptime guarantee backed by money back SLAs, meaning you can: Gain peace of mind with industry-leading security compliance certifications Deliver world-class reliability to build and maintain trust in your brand Scale seamlessly to meet evolving business needs

13 13 Oracle RightNow App Builder Products Oracle RightNow App Builder products provide powerful tools for configuring, extending and integrating customer service experience applications in the cloud. These tools allow developers, designers and business analysts to ensure you get maximum value from your cloud deployment, ensuring you can: Configure and extend your cloud to support your unique business processes Integrate your cloud with other enterprise systems with open, standards-based APIs Engage your customers using visual tools to design consistent customer service experiences

14 Next Steps Over the last 10 years, Oracle RightNow CX Cloud Service has developed a mature cloud infrastructure to lead the way in SaaS delivery, supporting over 2 billion global transactions a day for some of the world s largest brands. Find out more (866) GET IN TOUCH STAY CONNECTED Discover how Oracle RightNow CX Cloud Service solutions help you deliver exceptional customer experiences that give you a real competitive advantage.