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Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Policy Automation: Automating Policy Compliance in Personalized Customer Engagements
Davin Fifield, VP Oracle Policy Automation Jan Guzik, Product & Service Development, KP OnCall Sheri Hastings, Software Architect, Perficient April 2nd, 2015
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Spread the Word about the Event!
#ModernServExp
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Agenda
Who needs Policy Automation?
What is Policy Automation?
Customer case study: KP on Call
Summary
1
2
3
5
4
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Agenda
Who needs Policy Automation?
What is Policy Automation?
Customer case study: KP on Call
Summary
1
2
3
6
4
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Challenges in service delivery
7
of companies say inflexible technology prevents adapting to new ways of doing business.3
46% 29% of customers say their 1st choice is something other than the phone2
of issues that end up as a call didn’t start that way1
60%
1 Sales and Service Excellence, Effortless Experience, Nick Toman, 1 Oct 2013. 2 CFI Group, Contact Center Satisfaction Index 2013. 3 Oracle CX Study, February 2013,
How quickly can you adapt to change?
Do you offer multi-channel service for complex inquiries?
Are your customers able to self-serve effectively?
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Modern service delivery requires many types of policies
8
Government Policies
Regulations
Product Decisions and
Eligibility Rules
Organizational Best Practices
Service and Advice Rules
Legislation
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Organizations and IT struggle to adapt to policy changes
9
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Inconsistent policies impact the organization
10
34% of organizations say inconsistent policy implementation caused poor customer satisfaction
of organizations state that policy change remains predominantly manual
95%
Sources: Economist Intelligent Unit Survey
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Objective: Use policy automation to automate high value business functions
The service automation spectrum
11
Anonymous Browsing
View Personal Information
Find General Answers
Update Personal Information
Initiate Complex Transactions
Get Personalized Answers
Complete Complex Transactions
Fully Automated Service Delivery
Low Complexity, Low Benefit
High Complexity, High Benefit
Traditional Development, Static Forms Policy Automation: Dynamic, Policy-Based
Typical Benchmark
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Higher Education
Policy Automation has customers in almost every industry Financial Services Social Services Tax Administration
Health and Insurance Media and Utilities Mfg and Retail Justice and Licensing
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Agenda
Who needs Policy Automation?
What is Policy Automation?
Customer case study: KP on Call
Summary
1
2
3
13
4
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Cross Channel Contact Center
Knowledge Management
Web Customer Service
Policy Automation
Service Cloud Platform
Field Service Management
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Managed, Interactive Policy Models
Sources
Product and service definition rules
Regulations
Company policies
Self-service, mobile
Chat
Call center
Any other apps
Deployment
Policy Automation enables consistency and agility Deploy up to date policies directly into service experiences
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Policy Automation for Oracle Service Cloud
Microsoft Office
Policy Modeling
Customer Portal or
any other web site
Policy Automation Cloud Service
Agent Desktop
Policy Experts
Agents Customers
Model policies and end user interviews in a business-friendly desktop experience
Manage the policy lifecycle with streamlined cloud-based administration and deployment
Provide personalized web-based advice for customers and agents
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Policy Automation for Oracle Service Cloud Intuitive, personalized guidance
Deliver clear, transparent and personalized advice
Increase customer satisfaction and reduce call center volume
Provide documents that record and explain decisions
Reduce the number of escalations and appeals
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3x Up to 3x improvement in case handling success
18
Source: Oracle customer surveys. Most cases resolved in one contact down from three. Error and appeal rates halved.
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Policy Automation for Oracle Service Cloud Agile customer service
Up-to-date
advice
Update with Oracle Policy
Automation
Policy change
Deploy
Policy modeling with
Microsoft Office
Business-friendly policy authoring experience
Respond quickly to changes in legislation and policy
Rules match the language and layout of source material
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Policy Automation for Oracle Service Cloud Easy to use experience that makes it easy to engage policy experts
Intuitive Interview Design Experience
Rules Modeled in Natural Language Word and Excel Documents
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
30x Policy and rule changes are 30x faster on average when using Policy Automation
21
Source: Oracle customer surveys. When compared to traditional scripting and code-based approaches.
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Decrease errors and training costs
Consistent, personalized cross-channel guidance
Can also integrate policies via standard web services
Policy Automation for Oracle Service Cloud Enable Cross-Channel Consistency
Customer Portal
Agent Desktop
Knowledge Base
Your Web-site / Application
Policy Automation Interviews
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Policy History Tracking
• Empower agents to explain why a decision was made
• Avoid customer complaints
Handle New Obligations
• Easily manage changes using the structure and wording of the source material
Decision Audit Reports
• Empower auditors with detailed explanations of how each rule was applied for every customer decision
• View easily in a report
Build Trust through Transparency Policy Automation simplifies compliance reporting
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
12x Agent training costs are reduced up to 12x when using Policy Automation
24
Source: Oracle customer surveys. When compared to traditional form-based data collection by agents.
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Agenda
Who needs Policy Automation?
What is Policy Automation?
Customer case study: KP on Call
Summary
1
2
3
26
4
Problem – What we want to solve
Cost of Care + Availability of Care
• Health Care is expensive
• Average Nurse Salary/year (CA): $91K(BLS, 2011)
• Average Physician Salary/year (CA): $183(BLS, 2011)
• Health Care is hard to find
• patients and resources
Solution
Minimize in person care unless essential
or desired by patient
Offer remote care (telephone appointments, video)
Remote care still requires the most expensive resource (Nurses, Doctors, and other professionals)
Web Self Service & Nurse Chat
The Web Self Service & Nurse Chat project empowers members
with a choice of self assessment versus waiting to speak to a
nurse on the phone or go in for an appointment.
UTI Web Self Service Use Case
Cindy thought she had another Urinary Tract Infection (UTI). She remembered that when she suffered the same symptoms a year ago, she called the nurse triage service. She was treated over the phone, but it was embarrassing to talk about her symptoms at work and she had to wait a while for the nurse. Today when she called, she was
asked to if instead of talking to a nurse, she would rather go to a secure web site and fill out a questionnaire. Cindy liked that option, so she
decided to try it. Once on the website, she answered a few questions and received instructions that a nurse practitioner would notify her via
email about the status of her request. In just a few minutes, she received an email telling her that she had a prescription ready to be
picked up. The nurse practitioner also included some instructions on how she could avoid a future infection.
Member Experience
How does it Work?
Member Survey
LOVE It!
“This was definitely awesome. I would use it in a
heartbeat. Loved the live chat option even if I didn't use
it, it was nice to know that it was there to answer any
questions. Kaiser goes above and beyond when it comes
to reaching its patients in a variety of ways. A++++ to you
Kaiser!!!!”
Did you prefer filling out a questionnaire versus talking to a nurse?
Would you use this service for different symptoms? Comments
“Great service, readily accessible and private with fast and efficient response. I'll be sharing with other members.
“The systems was easy and user friendly. I didn't have to wait for a nurse to call me back or send an email to my primary provider. I like the easy route and fast service.”
“Super quick and easy – this is why I love Kaiser so much. Everything is streamlined and easy for the
patient. Thanks!”
8%
29%
63%
Yes
No
NoPreference
Would you use this service again for UTI ?
6%
94%
Yes
Unsure
11%
3%
86%
Yes
No
Unsure
3%3%3%
9%
82%
Very Easy
Easy
SomewhatEasy
Difficult
Very Difficult
How easy was it to use the app?
Member Survey - Specifics
$$$$$ Benefits Is there ROI? – Yes, it will free up nurses to work with other members
25% 50% 75%
UTI Calls/Mo 3200 3200 3200
Pt Accept WSS 800 1600 2400
FTE 1.6 3.2 4.8
Cost Avoidance/Yr $ 263,080.00 $ 526,160.00 $ 789,240.00
Utilization
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Agenda
What is Policy Automation?
Customer case study: KP on Call
Summary
1
2
3
38
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Summary
Use Oracle Policy Automation to
39
Improve customer satisfaction with accurate personalized advice
Increase transparency and agility
Understand the impact of new policies and changes before deploying them
Ensure policy compliance
Copyright © 2015, Oracle and/or its affiliates. All rights reserved.
Want to know more?
40
Learn about industry applications
Policy Automation Industry Examples: http://t.co/zU3GXIm3lm
Try the Policy Automation app
iTunes: http://apple.co/1EQUxze Google Play: http://bit.ly/1EQUW4N
Engage socially Watch YouTube videos
https://www.facebook.com/ OraclePolicyAutomation
https://twitter.com/OracleOPA
http://www.youtube.com/user/OraclePAVideos
Be Sure to Attend: Public Sector Vertical Breakout April 2 – 2:00 – 4:00 p.m. Join your peers within the Public Sector to hear three presentations around the "HR Modernization Story Benefiting Generations of Airmen", "Improving Citizen Service Experiences with Oracle Policy Automation", and "A Modern Citizen Experience: The Next Generation of 311/CRM Systems". We will also discuss the challenges and opportunities in delivering great experiences for your constituents
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Copyright © 2015, Oracle and/or its affiliates. All rights reserved. 43