Modern Customer Service Experience for Consumer Electronics Home

Modern Customer Service Experience for Consumer Electronics & Home Appliances Oracle Service Cloud 1

Safe Harbor Statement The following is intended to outline the general product direction. It is intended for information 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. 2

Agenda 1 What’s all the hype about? 2 Oracle Service Cloud Overview How it all fits together? Consumer Electronics Modules How to get started? Questions & Answers What’s next? 3 4 5 6 7 3

80% of your future profits come from your existing customers 86% of customers stop doing business with a company after one bad experience 4

80% of high-growth companies provide a consistent customer experience across all channels 5

the customer as we all know has changed drastically 6

your consumer electronics business is no different 7

Welcome the new customer Fiercely Empowered Revolting with Vengeance 8

Customer Expectations Appreciated good service Recommended a brand to friends n family Demands awesome experience Could wait 24 hours for your customer support to get back Endorses and recommends the brand to the whole world Would understand follow your company policies and business processes 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. 9

Every customer has a unique journey 10

that transcends across multiple channels social mobile web in-store call center at home 11

What does your customer do when the home appliance breaks down? 1. Tries to search for the fix on the internet esp. You. Tube 2. Shares with friends n family on Social Networks 3. Finds the Knowledgebase on your website on her mobile 4. Tries to find LIVE Chat support 5. Tries to find your contact information 6. Drops you an email 7. Calls your call center 8. Never wants to repeat her story 75% of customers try to contact you via 3 or more of these channels 12

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 13

and this happens when you don’t have a cross-channel service center… that spans the customer journey across the Customer Experience Lifecycle 14

WOW the customer across Customer Experience Lifecycle 15

Introducing Oracle Service Cloud for Consumer Electronics & Home Appliances Oracle Service Cloud 16

Social Experience Contact Center Web Experience e uid e G t n vic Inte lf-Ser wse Se ro t bile | Co-B emen t o n g M t b | Cha ana ista We Live ail M al Ass Em Virtu Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Experience Cas Gui e Man Cro ded Re ageme Col ss-cha soluti nt Uni labora nnel S on Uni fied D tion ervice fied eskt Mo op A bile g Age ent nt A pp Pr Se oduc on ati tes r Se rvice t Inv t gis a n Se rvice Rep ent Re Estim atio rvi o t. F r ce ield Ass y S gr uc e Inv fo ign ync od ervic Inte Customer Feedback, Outreach, Analytics, Knowledge Base, r P I oic rce me S CT ng Integrated Apps, Knowledge APIs, e G Tr nt ssi ity e a c l en ck i era ing E Franc Pro ailab ning m RP his tio i v Consumer Electronics & Home Appliance Modules g n n Do Int e S Cla ory A e Pla ckin y cu eg up a t ut r nt me rat po rra Inven e Ro eo-T a nt ion rt G W rts orc In Sca nn Pa eld f eck. Service Cloud ing Fi Ch Engage & Knowledge Base Platform Experience Management, Extensibility & Integration, Hosting & Operations 17

Social Experience Contact Center Web Experience e uid e G t n vic Inte lf-Ser wse Se ro t bile | Co-B emen t o n g M t b | Cha ana ista We Live ail M al Ass Em Virtu Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Engage & Knowledge Base Experience Cas Gui e Man Cro ded Re ageme Col ss-cha soluti nt Uni labora nnel S on Uni fied D tion ervice fied eskt Mo op A bile g Age ent nt A pp Pr Se oduc on ati tes r Se rvice t Inv t gis a n Se rvice Rep ent Re Estim atio rvi o t. F r ce ield Ass y S gr uc e Inv fo ign ync od ervic Inte Customer Feedback, Outreach, Analytics, Knowledge Base, r P I oic rce me S CT ng Integrated Apps, Knowledge APIs, e G Tr nt ssi ity e a c l en ck i era ing E Franc Pro ailab ning m RP his tio i v Consumer Electronics & Home Appliance Modules g n n Do Int e S Cla ory A e Pla ckin y cu eg up a t ut r nt me rat po rra Inven e Ro eo-T a nt ion rt G W rts orc In Sca nn Pa eld f eck. Service Cloud ing Fi Ch Platform Experience Management, Extensibility & Integration, Hosting & Operations 18

Web Experience Intent Guide Web | Mobile Self Service Live Chat | Co-Browse Email Management Virtual Assistant 19

Web Experience Intent Guide Strengthen relationships by guiding customers to highly relevant knowledge and experiences through an understanding of intent from search queries Live Chat | Co-Browse Oracle Right. Now 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 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. 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 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 20

Social Experience Web Experience e uid e G t n vic Inte lf-Ser wse Se ro t bile | Co-B emen t o n g M t b | Cha ana ista We Live ail M al Ass Em Virtu Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Engage & Knowledge Base Contact Center Experience Cas Gui e Man Cro ded Re ageme Col ss-cha soluti nt Uni labora nnel S on Uni fied D tion ervice fied eskt Mo op A bile g Age ent nt A pp Pr Se oduc on ati tes r Se rvice t Inv t gis a n Se rvice Rep ent Re Estim atio rvi o t. F r ce ield Ass y S gr uc e Inv fo ign ync od ervic Inte Customer Feedback, Outreach, Analytics, Knowledge Base, r P I oic rce me S CT ng Integrated Apps, Knowledge APIs, e G Tr nt ssi ity e a c l en ck i era ing E Franc Pro ailab ning m RP his tio i v Consumer Electronics & Home Appliance Modules g n n Do Int e S Cla ory A e Pla ckin y cu eg up a t ut r nt me rat po rra Inven e Ro eo-T a nt ion rt G W rts orc In Sca nn Pa eld f eck. Service Cloud ing Fi Ch Platform Experience Management, Extensibility & Integration, Hosting & Operations 21

Social Experience Self-Service Facebook Support Community Innovation Community Social Monitoring Semantic Search 22

Social Experience Self-Service 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. Support Community Empowering consumers to share their experiences, ideas, and advice, they become trusted resources for cost-effective, peer-topeer support. Innovation Community Social Monitoring You'll never be left in the dark. Take action by automatically capturing posts related to your brand determining next steps to address your consumers needs. Semantic Search 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. Innovation Community Cloud Service helps you connect with your most loyal, knowledgeable customers, the ones with strong opinions and great product ideas 23

Social Experience Contact Center Web Experience e uid e G t n vic Inte lf-Ser wse Se ro t bile | Co-B emen t o n g M t b | Cha ana ista We Live ail M al Ass Em Virtu Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Engage & Knowledge Base Experience Cas Gui e Man Cro ded Re ageme Col ss-cha soluti nt Uni labora nnel S on Uni fied D tion ervice fied eskt Mo op A bile g Age ent nt A pp Pr Se oduc on ati tes r Se rvice t Inv t gis a n Se rvice Rep ent Re Estim atio rvi o t. F r ce ield Ass y S gr uc e Inv fo ign ync od ervic Inte Customer Feedback, Outreach, Analytics, Knowledge Base, r P I oic rce me S CT ng Integrated Apps, Knowledge APIs, e G Tr nt ssi ity e a c l en ck i era ing E Franc Pro ailab ning m RP his tio i v Consumer Electronics & Home Appliance Modules g n n Do Int e S Cla ory A e Pla ckin y cu eg up a t ut r nt me rat po rra Inven e Ro eo-T a nt ion rt G W rts orc In Sca nn Pa eld f eck. Service Cloud ing Fi Ch Platform Experience Management, Extensibility & Integration, Hosting & Operations 24

Contact Center Experience Cross-channel Service Guided Resolution Collaboration Unified Desktop Agent Unified Mobile Agent App 25

Contact Center Experience Cross-channel Service Cross-Channel Cloud Service is a comprehensive cross-channel solution, letting you seamlessly and consistently engage with your customer across every channel. Guided Resolution Oracle Right. Now 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 Unified Desktop 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 Unified Mobile Agent App 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. Collaboration Oracle Right. Now Collaboration Cloud Service enables Service agents can work together to more quickly resolve issues and deliver a higher level of service. 26

Social Experience Contact Center Web Experience e uid e G t n vic Inte lf-Ser wse Se ro t bile | Co-B emen t o n g M t b | Cha ana ista We Live ail M al Ass Em Virtu Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Experience Cas Gui e Man Cro ded Re ageme Col ss-cha soluti nt Uni labora nnel S on Uni fied D tion ervice fied eskt Mo op A bile g Age ent nt A pp Pr Se oduc on ati tes r Se rvice t Inv t gis a n Se rvice Rep ent Re Estim atio rvi o t. F r ce ield Ass y S gr uc e Inv fo ign ync od ervic Inte Customer Feedback, Outreach, Analytics, Knowledge Base, r P I oic rce me S CT ng Integrated Apps, Knowledge APIs, e G Tr nt ssi ity e a c l en ck i era ing E Franc Pro ailab ning m RP his tio i v Consumer Electronics & Home Appliance Modules g n n Do Int e S Cla ory A e Pla ckin y cu eg up a t ut r nt me rat po rra Inven e Ro eo-T a nt ion rt G W rts orc In Sca nn Pa eld f eck. Service Cloud ing Fi Ch Engage & Knowledge Base Platform Experience Management, Extensibility & Integration, Hosting & Operations 27

Engage & Knowledge Base Customer Feedback Outreach Analytics Knowledge Base Integrated Apps 28

Engage & Knowledge Base Customer Feedback Actionable Voice of the Customer is a fully integrated, enterpriseclass feedback management software solution that makes it easy for you to gather and act upon critical voice-of-the-customer insight in real time Integrated Apps The Oracle Right. Now App Builder products form a complete suite of tools for configuring, extending, and integrating customer experience applications on Oracle Right. Now Cloud Service. 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 Knowledge Base Get Knowledge Anywhere combines knowledge management software technology with social media collaboration for a consistent, superior customer experience. Analytics Real-Time Actionable Insight that Enables Timely, Informed, and Effective Decisions. 29

Social Experience Contact Center Web Experience e uid e G t n vic Inte lf-Ser wse Se ro t bile | Co-B emen t o n g M t b | Cha ana ista We Live ail M al Ass Em Virtu Self-Service Facebook Support Community Innovation Community Social Monitor Semantic Search Engage & Knowledge Base Experience Cas Gui e Man Cro ded Re ageme Col ss-cha soluti nt Uni labora nnel S on Uni fied D tion ervice fied eskt Mo op A bile g Age ent nt A pp Pr Se oduc on ati tes r Se rvice t Inv t gis a n Se rvice Rep ent Re Estim atio rvi o t. F r ce ield Ass y S gr uc e Inv fo ign ync od ervic Inte Customer Feedback, Outreach, Analytics, Knowledge Base, r P I oic rce me S CT ng Integrated Apps, Knowledge APIs, e G Tr nt ssi ity e a c l en ck i era ing E Franc Pro ailab ning m RP his tio i v Consumer Electronics & Home Appliance Modules g n n Do Int e S Cla ory A e Pla ckin y cu eg up a t ut r nt me rat po rra Inven e Ro eo-T a nt ion rt G W rts orc In Sca nn Pa eld f eck. Service Cloud ing Fi Ch Platform Experience Management, Extensibility & Integration, Hosting & Operations 30

Campaign Web Management Experience Product Inventory Sync Intent Guide Service Rep. Assignment Web | Mobile Self-Service Fieldforce Tracking Chat |Generation Co-Browse Service. Live Invoice Responsys Customer Portal Email Management ECommerce Virtual Assistant Commerce Marketing Email Marketing Consumer Profiles Pr Se oduc Se rvice t In Se rvice Rep vent rvi o ce Field. Ass ry S Inv fo ign ync oic rce me e G Tr nt en ack era ing tio n ERP Consumer Electronics & Home Appliance Modules Financials Oracle Right. Now Connect PHP API Cloud Service EBS | SAP | JD Edwards AP/AR – Parts Inventory Knowledge Management Service Cloud Guided Knowledge Semantic Search Live Chat g sin ty s e c ili Pro ailab ing n im v Cla ory A Plan g y t e n t i t n rra ven Rou rack Wa rts In rce eo-T Pa ld fo In G Fie eck. Ch

Consumer Electronics & Home Appliances Modules Oracle Service Cloud 32

Consumer Electronics Modules 1 Product Registration 2 Customer 360 degree Service Rep. Assignment Field force Route Planning Warranty Claim Processing Service Estimates Service Invoice Generation 3 4 5 6 7 33

Consumer Electronics Modules 8 Service Franchise Mgmt. 9 Document Scanning* CTI Integration* ERP Integration Product Inventory Sync Parts Inventory Availability Check-In Geo-Tracking 10 11 12 13 14 34

Consumer Electronics Modules 1 – Product Registration 2 – Product Serial # 3 – Customer Products Know your customers the day they start using your products. Product Registration 35

1 – Customer 360 view Consumer Electronics Modules 2 - Bird’s eye view of past cases & purchases 3 – Create and manage new incidents Facilitates agents to know the customer holistically before they interact with them. Customer 360 degree 36

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

Consumer Electronics Modules TSO 1 2 case(s) Relatively free resource Packed resource TSO 2 7 case(s) With real-time status of on the ground staff’s schedule, agents can allocate visits based on staff’s schedule and proximity to the customer. Field force Route Planning 38

Consumer Electronics Modules Thanks to tighter integration with your ERP systems, your agents can know the warranty status of customer purchases and act accordingly. Warranty Claim Processing 39

Consumer Electronics Modules Separate workflows, business rules and guided assistance for the agents based on the warranty status – automatic determination of revenue case or non-revenue case. Warranty Claim Processing 40

Consumer Electronics Modules Your agents can provide the service estimates to your customers on the fly with the help of our price/quote estimates generator. Service Estimates Calculator 41

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

Consumer Electronics Modules 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. Service Franchise Management 43

Consumer Electronics Modules Oracle Service Cloud With custom built document scanning support, enterprises moving towards paperless environments can keep their legacy data intact. Document Scanning 44

Consumer Electronics Modules Oracle Service Cloud 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 3 rd party license. CTI Integration* 45

Consumer Electronics Modules Oracle Service Cloud 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 46

Consumer Electronics Modules Your product catalogs can be imported easily to provide the most up to date information for your call center agents. Product Catalog Management 47

Consumer Electronics Modules Agents can quickly scan spare parts inventory items about their in-stock availability and price. Spare Parts Inventory Status 48

Consumer Electronics Modules TSO 1 – Activity map Checked-in customers Sep. 02, 2015 Yet to visit Managers and supervisors can monitor and geo-track the activities of the field force in near real-time environment with up to the minute accuracy. Field force Check-In | Activity Geo-Tracking 49

Consumer Electronics Modules Let your end customers rate the service & provide feedback along with optionally taking snaps of the repaired appliance from their mobile. Customer Service Rating & Feedback 50

How to get started? 1 Schedule a demo 2 Proof of Concept Subscribe Service Cloud Customization & Integration Data Migration & Soft Launch Support & Maintenance 3 4 5 6 7 51

Modern Customer Service Experience for Consumer Electronics & Home Appliances http: //www. ephlux. com info@ephlux. com +1 866 788 4185 Oracle Service Cloud 52