Inside-Out is out – The changing paradigm of CX in Manufacturing / Hi-Tech Organizations

Sunil NairLead Consultant Infosys

#InfosysAtOOW

Table of Contents

Evolution of Customer Experience

Customer Experience Success Factors

Oracle CX Portfolio & Infosys CX Solutions

Illustrative Use Case & Case Studies

2

#InfosysAtOOW

3

Drivers for Unified Customer Experience

Evolving Technology Changing Customer Expectations CX Imperatives 2 31

• Mobility

• Internet of Things

• Big Data Analytics

• Movement to Zero Footprint/ Cloud

• Improved User experience

• Seamless integration across channels

• Personalization, Convenience, Social

Business Imperatives Higher customer satisfaction and increased Loyalty Increased customer engagement and advocacy Enhancing brand value through better real time insights and focused actions Increased reach of brand(s) and expansion of customer base

• Ensure End to End coverage across

customer touch points

• Personalized offerings & promotions

• Gather actionable insights

#InfosysAtOOW

Evolution of Customer Experience4

Inside-Out Approach Product Focused

• Made to Stock Products• You buy what we make

Service Focused– Customer Satisfaction (CRM)

• Satisfied Customers • Build Sustainable Brands

Outside-In Approach – Customer Experience (CX)

• Co-create and Co-Innovate• Loyal Customers • Repeat Business

#InfosysAtOOW

CX Success Factors

Customer Experience

Intuitive User

Experience

Personalized Offerings

Cross Channel

Engagement

Service Interactions

Analytics and

Optimization

Maximizing RoI

5

#InfosysAtOOW

Web

MobileSocial

In Store Contact Center

Field ServiceDirect Sales Channel Sales

Oracle CX Portfolio: Comprehensive Coverage

Marketing

Oracle Marketing

Cloud

Sales

Oracle Sales Cloud

Oracle Fusion

CPQ

Oracle CPQ Cloud

Service

Oracle Service Cloud

Social

Oracle Social Cloud

Commerce

Oracle Commerce

6

#InfosysAtOOW

7

Customer Experience Solution Accelerators

Large project implementation experience and Organizational Capabilities

Implementation accelerators

Domain Expertise

Business Consulting

Services

Technology extensions

Integration Packs

• Business case for CX adoption

• CX Process Consulting

• Mobility Enablement

• Pre Built Integrations with enterprise applications and other CX products

• Methodology / Framework with templates and other tools

• Ready to use pre-configured business processes

• More than 18M Man hours of Domain Consulting experience across verticals

Infosys CX Solutions and Extensions

#InfosysAtOOW

Summary of Prebuilt CX SolutionsBusiness Scenario Products Leveraged

Ability to launch a social marketing campaign and collect responses

Dynamic web catalogue providing ease of use to select complex products.

Service center access and delivery across multiple channels for customers as well as service delivery personnel

Single view access to knowledge base for service personnel by integrating Knowledge base with call center application

8

#InfosysAtOOW

Cross Chanel Service: Illustrative Use Case9

Problem realization

and contact channel

selection

Self help with community

and knowledge

base

Incident creation and

agent assistance in

service resolution

Service Request

assignment

Service Request

Resolution

Feedback Management

Customer Service Agent

Customer Service Agent

Field Service EngineerCustomer Customer Customer

Case Studies – Infosys CX Implementations

#InfosysAtOOW

Eloqua Marketing Automation for a leading Chemical Manufacturing Company

11

• Leverage Eloqua for campaign development

• Execute campaigns without technical know how of campaign development.

• Reduce the work load of Marketers

• Develop Reusable components in Eloqua for quicker implementation of campaigns

• Maintain Brand theme across all campaigns developed

• Infosys Solution – Setup MADC (Marketing Automation Development Center)

• Focus Areas:

• Campaign Development in Eloqua• Optimization of Eloqua campaigns

for effectiveness• Analytics to generate business

insights from the campaigns

Background/Objectives Infosys Solution Client Benefits

• Eloqua Campaign Accelerator

• Reduced campaign creation duration by 40%

• Response rates to campaigns increased by 5% quarter on quarter

• Implemented and Launched more than 20 Campaigns in Eloqua in a duration of 5 Months

• Executed campaigns of type – Trade Show, Product Launch, Sample Request etc.

#InfosysAtOOW

Product Configuration and Pricing for World’s Largest ATM Manufacturing Company

12

• Application landscape: Oracle R12 integrated with multiple CPQ solutions across multiple geographies / businesses

• Complex Product Architecture involving 3 Level of product hierarchy

• No existing Middleware Solution in place.

• Multiple Vendors and heterogeneous design teams.

• Infosys will implement product configuration and pricing in Big Machines to handle complex requirements.

• Building a SOA based interfaces using fusion middleware between Big Machines and eBS for Order management & contract management.

Background/Objectives Infosys Solution Client Benefits

• Faster Order handling & Order fulfilment for complex product with maximum order lines up to 50 lines.

• Highly Scalable architecture with capacity to roll-out solution to around 20 locations in six months after go-live.

• Best in class middleware architecture using SOA based integrations providing a scalable solution.

#InfosysAtOOW

Knowledge Management at a Global Information Technology Company

13

• Global information technology company using distribution channels to offer range of solutions and services

• Multi Locale, multi lingual Oracle Knowledge 8.5 implementation

• Encountered multiple technical challenges in Oracle Knowledge Implementation

• Infosys engaged in critical phase of the project lifecycle

• Resolved KM process deficiencies in the Oracle Knowledge implementation.

• 50 + critical defects resolved in a span of 2 months.

• Resolved 15-20 process issues for optimum user experience.

Background/Objectives Infosys Solution Client Benefits

• Reporting solution

• Locale wise breakup of the translations done in Oracle Knowledge

• Built API to integrate Oracle Knowledge with custom web application for export/import of bulk articles and user creation

#InfosysAtOOW

Background/Objectives Infosys Solution Client Benefits

Providing Sustainable Shopping Experience for Customers of World’s Leading Postal and Logistics Group

14

• Commerce application - a market place for the private customers, small and medium enterprises

• Offers a sustainable shopping experience

• Different shop systems for similar product types

• Hindrance to the shopper experience in terms of product purchase and order management.

• Remove redundant function blocks and offer continuous shopping experience to the customer.

• Solution defined and implemented in a timeframe of 6 months with a peak Team Size of 25 people.

• Requirement Management, architecture and design, implementation.

• eBay integration.

• Improved user shopping experience

• Reduced redundancy

• Improved Sales

• Wider choice of products available for the customer at a single website

• Improved order management process due to consolidation of fulfillment channel

#InfosysAtOOW

15

Questions

Visit Infosys at booth # 1411, Moscone South

Share your feedback on this session via Twitter#InfosysAtOOW

© 2013 Infosys Limited, Bangalore, India. All Rights Reserved. Infosys believes the information in this document is accurate as of its publication date; such information is subject to change without notice. Infosys acknowledges the proprietary rights of other companies to the trademarks, product names and such other intellectual property rights mentioned in this document. Except as expressly permitted, neither this documentation nor any part of it may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, printing, photocopying, recording or otherwise, without the prior permission of Infosys Limited and/ or any named intellectual property rights holders under this document.

Thank You