REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECHEloqua – Siebel Integration Oracle Customer Hub...
Transcript of REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECHEloqua – Siebel Integration Oracle Customer Hub...
Eloqua Siebel
Marketing
Responsys
Oracle
Sales Cloud
Pre-built Web Services in Siebel Loyalty for Integration – Real Time and Batch Processes
Eloqua – Siebel Integration
Oracle Customer Hub OBIEE, Oracle Advanced Analytics
RightNow Siebel Loyalty
Clienteling
SRM
Marketing Sales Service Loyalty Social &
Mobility
Partner Management
WEBCHANNEL SALESDIRECT SALES
FIELD SERVICE KIOSK CONTACT CENTER
eCOMMERCE IN STORE
SOCIALeMAILMOBILE
REDEFINE CUSTOMER EXPERIENCE with ITC INFOTECHPartner of choice for Oracle CX Cloud
The customer is being rediscovered giving rise to the need for a defined and actionable enterprise customer
experience strategy that drives a renewed focus on customer acquisition, retention and delight.
Each and every customer interaction delivers a brand experience, and with ITC Infotech’s services & solutions
for Marketing, Loyalty, Sales & Service, you can ensure your most profitable customers stay loyal.
An integrated approach to enable exceptional Customer Experience
ITC INFOTECH’S CX TRANSFORMATION FRAMEWORKITC Infotech helps various consumer facing ITC Infotech also partner’s with companies to
businesses (airlines, retail & packaged goods, execute CX ser v ices l ike Campaign
hospitality) establish & transform their Management, Loyalty Management, SVoC
Customer Experience (CX) initiatives right from (Single view of Customer), BI& helps businesses
creating the CX Strategy &Roadmap design by offer true omni-channel customer experience
incorporating key CX design tools like by providing mobility based solutions like m-
Customer Journey Map (CJM) to implementing commerce, loyalty &Clienteleing applications.
technology solutions & creating a single source
of truth for all customer interactions & defining
value generated from insights.
As a leading Oracle Partner, ITC Infotech brings in vast experience and expertise to help you adopt &
leverage Oracle technologies.
ITC Infotech’s Solutions on Oracle CX Technologies, Across Industries
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Sales & Marketing
Oracle Marketing Cloud
Social Media
Service Management/
Call Center
Operations Team
Product/Category Mgmt/Revenue
Mgmt Team
RADAR/ Monito for Socila Media
Monitoring / Analytics
E-Mail/SMS
Website Mobile
Customer Portal Customer Mobisite
Customer App
Clienteling
Loyalty site
Service site
ITC Infotech’s Pre-configured Trade Promotion, Claims, Settlements, Optimization & Analytics Services
Loyalty Analytics ++ - Extended Dashboards/ Reports for Airlines Loyalty
Integrators with Airlines RES System, POS systems, PMS systems, etc.
Oracle Social Cloud
Oracle Service Cloud
OracleCommerce ATG
Oracle Retail ORPOS
Siebel CRM Oracle Loyalty
MICROS
ITC Infotech’s IP Solutions
CVM For Retail
OADM ++ -Extended Airlines data model with operational & analytical reports on EXADATA
CVM For Airline & Hospitality
Customer Analytics
OBIEE
Customer Datamart
B2C
Retail AcceleratorPLUM - Retail Loyalty Accelerator
SimpliFlyer - Airline Loyalty Accelerator
ATiBodh,
PaTRONE,
iPLUM
Open UI/UX Innovations
Sales & Marketing
Sales & Marketing
Oracle Sales Cloud
Oracle Customer Hub
Customer Value Mgmt.
(CVM)
Siebel Trade Promotion Mgmt
B2B
Oracle Sales Cloud
EASI: Siebel-Eloqua Cloud Connector
ITC Infotech IP solutions
CUSTOMER VALUE MANAGEMENT (CVM)ITC Infotech’s Customer Value Management Customer Value Management is a closed loop
Service and Single View of Customer (SVoC) course corrected process with a focus to
Solutions addresses the challenges arising from enhance knowledge about the customer
lack of cleansed customer master data, lack of through analytical methods, aimed at
single source of truth, cost prohibitive analytics, driving/influencing customer behavior.
infrastructure overheads, limited campaign
management capabilities, lack of Marketing BI
and lack of campaign ROI metrics and
evaluation.
! Cleanse, Integrate & Analyze Sales
Transaction Data
! Identify basic Customer Attributes
! Analyze Campaign period
Transaction data
! Calculate Baseline sales, Sales Lift
! Analyze performance & learning
! Configure Campaign
! Execute Campaigns through
Campaign Mgmt Tool & Partners
! Macro Segmentation (Needs,
Behaviour, Price sensitivity etc)
! Macro Segmentation & Insight
Generation (Inside Out-Outside In)
! Identifying Value unlocking
opportunities
! Campaign Strategy (Themes)
! Campaign Planning
! Campaign Content & Brief
Development
Analyze Data
Generate Insights
Identify Opportunities of Campaign
Define Design &Create Campaigns
Execute Campaigns
Evaluate Campaigns
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Closed Loop
CVM Process
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ORACLE MARKETING CLOUDWith ITC Infotech, you can synergize Enterprise CRM with Digital Marketing Automation, to create a
truly modern marketing system, through Oracle Marketing Cloud – the only Modern Marketing
solution with integrated marketing automation, content marketing, and social relationship
marketing.
EASI
ITC Infotech offers flexible pricing models &
packages for Eloqua&EASI Connector, to meet
varied requirements:
Packages:
Simplify your Enterprise Marketing Automation ! Combo: Eloqua Implementation Services
requirementswith EASI Connector
Leverage the power of Eloqua Marketing ! On its own: EASI Connector Only
Automation in an existing Siebel account by ITC Infotech’s Pricing Models for Marketing using EASI, an Integration solution built by ITC Automation:Infotech between Eloqua and Siebel. ITC
Infotech provides services for Seibel Eloqua ! Bronze, for accelerated ROI: (Timeline: 3-4 weeks)
integration, to enable a single, integrated and ! Silver, for multi-wave campaign management highly personalized CX lifecycle. Leverage ITC
& Multi-attribute segmentation: (Timeline: Infotech’s Cloud Connector for Eloqua and 10-12 weeks)Siebel Integration – EASI.
! Gold, for comprehensive multi-channel campaign EASI is endorsed by Oracle Siebel and Oracle management: (Timeline: 16-20 weeks)Eloqua Product team.
ITC Infotech’s EASI Migration model helps
accelerates adoption, through Assessment,
Planning, Implementation Support and
ongoing Improvements via steady state
optimized data-driven Marketing Programs.
ORACLE SALES CLOUDOracle Sales Cloud helps Sales Management ITC Infotech’s Trade Promotions Management Teams across industries in planning, Solution for CG on Oracle Sales Cloud:prospecting, collaborating and effective sales
Powered by over 14 years of successful global closures. Oracle Sales Cloud helps customers implementations and contribution towards improve productivity, Sales Force Automation, CRM product roadmap with deep domain and most importantly “Any Where-Any Time” expertise, ITC Infotech has launched the leading ease of use. The embedded analytics and real edge Oracle Sales Cloud for the next wave of time reporting provides complete business sales for ceautomation.insights to the Sales Management team thus
transforming the application as decision ITC Infotech’s pre-configured, light weight and support system rather than just a sales utility quick start Trade Promotions Management application. solution on Oracle Sales Cloud helps customers
plan, execute and optimize your investments to
influence the bottom-line. It enables access to
intuitive, actionable and consistent data for
Promotions Planning and Analysis.
Integrated Sales & Marketing platform for Key Benefits:the Travel industry: ITC Infotech’s solution
! Streamlined, intelligent promotion planning powered by Oracle Sales Cloud enables
processmanagement of Sales, Marketing & Service
functionalities, with pre-built configurations ! Customer centric joint business planning and bringing down the implementation time.intelligent calendaring
ITC Infotech’s Cloud hosted Comprehensive ! Hosted solution so Zero CapexTrade Management (CTM) Solution: ITC
! Pay –as-you-use ModelInfotech is an Oracle global Business Process
Services partner for offering the CTM solution ! Visual workflowto the Consumer Goods industry worldwide. ITC
! Complete – Integrated Security, Database Infotech will make the CTM solution available in
access and powered by Oracle Web Logic Serverthe cloud with hosted Exadata, Exalytics and
Exalogic hardware, managed technical services ! Faster Time to Market (8 Weeks) - with ITC and business services, all on a subscription-Infotech’s Accelerators and robust templates helpbased pricing model.
>Reduced cycle times to build and deploy
PLAN EXECUTE OPTIMIZE
Anywhere, Anytime
Reliability
Holistic Business Insight
Lower TCO
Pay As you Go
No Maintenance Scalability
Rapid Deployment
Zero Downtime
Align Optimize Acelerate
Itc Infotech's Trade Management on Cloud
ORACLE SERVICE CLOUDTo thrive in today's customer empowered With ITC Infotech, customers can reduce costs
environment, brands need to deliver the best by enabling increased customer Self Service
customer experiences when, where and how and reducing inbound calls. This is driven by
customers want it. ITC Infotech helps customers developing a better & more comprehensive
integrate Oracle Service Cloud into their understanding of the end-customer, and
existing Web, Social and Contact Center combining multi-channel customer data with
experiences for a unified, cross-channel service the company’s internal customer insights to
solution in the Cloud, enabling organizations to create a 360° view.
increase sales and adoption, build trust and ITC Infotech also helps in empowering after-
strengthen relationships, and reduce costs and sales and service teams to deliver greater
effort.service profitability, and better manage
! Gain unified customer insight across channels customer demand by empowering teams with
real-time, relevant information.! Empower employees with knowledge and tools
! Adapt your business at cloud speed to deliver
the very best service
SELECT CASE STUDY SNAPSHOTS
Success delivered
! Customer Experience Transformation for a
Health & Wellness retailer with over 750
stores across UK
! Customer Experience Transformation for a
leading Asian carrier
! POS & loyalty backend integration enhances
customer experience for a US$ 4.7 billion
retail group
! Enhancing end-user experience for one of
the world's oldest operating airlines
! Trade Promotion Management for a US
based leading Household Consumer
Products
! Open UI/UX transformation global leader in
protection solutions
ITC Infotech: Partner of Choice for Oracle Technologies
Industry recognitions
! ITC Infotech is mentioned in Forrester Research
reporttitled: “The New Breed of Oracle Services
Partner”. This report mentions ITC Infotech
among Leading Oracle Services Providers
globally. The report also cites ITC Infotech has a
strong choice for Oracle projects in airlines,
retail, and CPG.
! ITC Infotech is featured in research report by
Gartner Inc., titled: “Vendor Panorama for
Trade Promotion Management in Consumer
Goods, 2014”.This report highlight’s ITC
Infotech’s ability to deliver against industry
requirements and recognizes ITC Infotech’s
unique positioning: “consulting firm,
outsourcer and TPM/TPO software company
puts it in a rather unique category”.
About ITC InfotechITC Infotech is Oracle’s leading Cloud and CX partner,
with deep expertise across Oracle technologies. ITC
Infotech end-to-end services are powered by rich
experience across Oracle's current and next-
generation CRM, BI & Middleware, an Oracle co-
development partnership and a dedicated "Oracle
Industry Solutions Center-of-Excellence". Forrester
Research, an independent technology and market
research company, has mentioned ITC Infotech in their
report featuring leading Oracle services providers.
ITC Infotech is a global IT services &solutions company,
and a fully owned subsidiary of US$ 7 bn ITC Ltd, one of
India’s largest diversified conglomerates.
Fo r more in fo rmat ion , p l ease wr i te to :
[email protected] | www.itcinfotech.com
GLOBAL SNAPSHOT
7 development
centers globally
Offices in
15 Countries
Client
engagements in
35 countries
24*7 Operations
Over
250 Customers
85 Customers are
Fortune 500 Companies
of the Top 10 Customers -
with us for over 6 years
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