Oracle Life Sciences

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. |

Oracle Life SciencesCustomer Engagement Strategy and Solutions

September 29, 2014

Oracle Confidential – Internal/Restricted/Highly Restricted

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted 3

Safe Harbor StatementThe following is intended to outline our general product direction. It is intended for information purposes only, and 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. The development, release, and timing of any features or functionality described for Oracle’s products remains at the sole discretion of Oracle.


Today’s Agenda

1 Introductions

2 Oracle’s Customer Experience Vision, Strategy

3 Life Sciences Customer Challenges

4 Oracle Life Science Customer Engagement Solutions

5 Additional Life Science CX Sessions


social

mobile

y-gen

self discovery

buying

learning

targets

choice

value

expectation

information

Your Customer has

CHANGED


Customer Advocacy

That requires …Change in a company's culture to supportcustomer-focused marketing, sales and service

andAlignment of goals to the customer vs. department or channel

And starts with…Outside-in focus on the customer’s experience

Specialized set of interactions where companies focus on what’s best for customers

What implications does this have for your business?


How Customer Advocacy Has Affected Us

86%CUSTOMERS TAKE CONTROL

of consumers will pay more for a better customer experience

1% of consumers feel their expectations for a good experience are met

89% of consumers switched to a competitor after a poor experience Mass media Internet/1:1 Social/Mobile

The Power of Your Voice

Customer’s

Power

& Choice

Source: RightNow Customer Experience Impact Report (2012), based on a survey conducted by Harris Interactive


Still, doing this well results in revenue upside

$1.6 billionwireless service provider

$1.4 billionairline

$729 millionhotel chain

$ 825 millioncredit card provider

Source: Forrester, “The Business Impact Of Customer Experience” (March 2014)

Growth(indexed)

Years5 10 15 20 25

100

200

300

400

500

Loyalty Leader

Average

How is Net Promoter Score℠related to growth?

Source: Bain & Company: How is Net Promoter Score℠ related to growth?


But statistics indicate there is progress to be made

of execs say customerexperience is critical

to their business advantage

are just getting started with a customer experience initiative

consider their customer experience initiative to be advanced

97%39%

20%Source: 2013 “Global Insights on Succeeding in the Customer Experience Era” (2013)


Life Science and Medical Device Stats

HCP’s worldwide start their research on-line before talking to a company representative. 75%

Of HCP’s own a tablet. Some are even prescribing Apps.

66%Of HCPs prefer to get information online. Only 20% prefer to get info from reps – down 7% from last year.

58% of adults use the internet to find Health Information.

http://www.informationweek.com/healthcare/mobile-and-wireless/doctors-prefer-online-drug-info-to-rep-visits/d/d-id/1112924 - Cap Gemini poll

http://www.informationweek.com/healthcare/mobile-and-wireless/doctors-prefer-online-drug-info-to-rep-visits/d/d-id/1112924

http://www.informationweek.com/healthcare/mobile-and-wireless/doctors-prefer-online-drug-info-to-rep-visits/d/d-id/1112924


Life SciencesCompany

BRAND

Life Sciences in the Past

Medical Professional

LessRegulations

Large Sales Forces

Abundance of new brands on

the market

Aggressive Go To Market

Sales Rep per

Brand

Physician choses and prescribes the

best brand

Brand Centric

Direct Influence

Scripted Sales Pitches

Single Source of all knowledge


Your Doctors Await Personalized & Relevant MessagingCustomers want to receive information that is unique and relevant to their daily lives. In marketing, one size does not fit all.

85% of respondents indicated their company’s personalization maturity as 50% or below

30% of HCPs want more marketing content to be delivered via digital media

20% of HCPs want to receive less information in person

57% of physicians indicated they were interested in using video detailing

*Source: http://www.uk.capgemini.com/sites/default/files/resource/pdf Multichannel_Closed_Loop_Marketing___Digitally_Transforming_the_Life_Sciences_Industry.pdf

http://www.uk.capgemini.com/sites/default/files/resource/pdf


Your Doctors Expect to Interact via Convenient Channels

89% of physicians go online outside of office

hours, while 75 percent go online for professional purposes on weekends

60% search several times a day. Average

physician spends eight hours a week online

71% of physicians consider a smart phone

and internet essential to their practice and critical to their job

*Source: Manhattan Research


The Patient has a Voice

59% of adults use online resources to obtain health and wellness information

63% of the individuals reported that other individuals suffering from similar disorders had a major role in the decision making about prescription medications

41% resorted to the Web to self-diagnose or self-treat a condition

Patient Opinion Leaders are individuals who are well versed in a disease either as sufferers or care takers of individuals with chronic disorders and share their knowledge on the particular disease with others.

*Source: How America Searches: Health & Wellness


The Grand Disconnect

Social

Mobile

Sales rep

Call Center

Website

eCommerce

Need > Research > Select > Buy > Use > Recommend

Individual disconnected interactions? or the connected customer journey?


Oracle Customer ExperienceConnecting Every Interaction Your Customer Has With Your Brand

CUSTOMER BRAND


Oracle CXComplete Customer Experience Platform

Oracle Marketing

Integrated Customer Experience Foundation

Social Network Mobile Integrations

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social

Analytic KPIs & Dashboards

Predictive Analytics


CompleteModern Marketing, Selling, Commerce, Service, Social apps that empower the customer

Tailored for IndustriesBest Practices for Competitive

Advantage and lower TCO

Insightful and Extensible

1

3

2

4

Drive greater business value deliver pre-built business

processes across silos ModernEmpowered

Customer

Cross-Channel

Extend solution, use Dynamic CX profile and Integrate to the Enterprise

Oracle Customer ExperienceEnabled in the Cloud

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | 19

Modern CX Cloud: Personalized

Do More Within Your Cloud. Make It Your Own. Upgrade Safe.

Easily Create New Features & New Applications. Extend SaaS.

Enrich CX Cloud PaaS Tailor User ExperienceSaaS


Oracle CXMarketing Cloud

Run agile, cost effective campaignsNurture relationships with HCPs / Patients / PayersProvide meaningful digital insights to Sales RepsCRM Agnostic

Oracle Marketing

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social


Oracle CXSales Cloud

Anywhere, anytime, any device, desktop, mobilePowerful integrated analytics Actionable insight and field enablementManage sales performance for all channels

Oracle Marketing

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social


Oracle CXCPQ Cloud

Robust, rules based tools for complex capital equipment or kits

Accurate pricing with complex rules and customer specific pricing

Workflow approvals for non-standard pricing

Oracle Marketing

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social


Oracle CXCommerce Cloud

Drives real-time “unique customer experiences”Always-relevant messaging to HCPs, payers, providers,

patients and caregivers “Self Service”Understand your customer’s wants and needs

Oracle Marketing

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social


Oracle CXService Cloud

Simplified user experience for call center agents and field service personnel

Single knowledgebase for ALL users internal and externalAlternate channels - Click-to-Chat, Self Service, Social

Oracle Marketing

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social


Oracle CXSocial Cloud

Superior listening (Latent Semantic Analysis) Maintain records of interactions for complianceAssign actions to CRM (Sales, Call Center, Marketing)Publish on Social Media (Facebook, Twitter, LinkedIn)

Oracle Marketing

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social


Results Being Realized by World-Class Companies

50%customer response rates to campaign

50%Gain in product

penetration

8 minutesfrom prospect discussion to

signature via iPad5-10X

Faster time to market

40%Drop in tech

support inquiries

Head of Sales

Head of Sales Ops

Head of Commerce

Head of Service

Head of Social

Head of Marketing

$MSaved by preventing

PR crisis


Oracle CXComplete Customer Experience Platform

Oracle Marketing

Integrated Customer Experience Foundation

Social Network Mobile Integrations

Oracle Sales

Oracle CPQ

Oracle Commerce

Oracle Service

Oracle Social

Analytic KPIs & Dashboards

Predictive Analytics

Copyright © 2014, Oracle and/or its affiliates. All rights reserved. | Oracle Confidential – Internal/Restricted/Highly Restricted

Life Science Customer EngagementOpenworld sessionsLife Sciences Customer Engagement: Transformation in the Real World12:30 PM - 1:15 PM Moscone West - 2014 CON7784

Sales Solutions for Medical Device Companies1:45 PM - 2:30 PM Moscone West - 2014 CON7803

Driving Engagement, Conversion, and Retention in Life Sciences with Oracle Marketing Cloud3:00 PM - 3:45 PM Moscone West - 2014 CON7804

Driving Multichannel Engagement in Life Sciences with Oracle Marketing Cloud4:15 PM - 5:00 PM Moscone West - 2014 CON7812

Modern Customer Service for Life Sciences5:30 PM - 6:15 PM Moscone West - 3001 CON7821

https://oracleus.activeevents.com/2014/connect/sessionDetail.ww?SESSION_ID=7784









Oracle Life Sciences

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