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Three New CRM Self-Service Offerings Go Beyond Cost-Cutting to Build Profitable Relationships
Three planned new offerings—Oracle Self-Service eBilling 6.0, Siebel eCommerce 8.1, and Siebel eService 8.1—leverage Oracle's investment in both service-oriented architecture (SOA) and Oracle Fusion Middleware to push CRM self-service beyond cost-cutting to build more profitable relationships.
By combining new features with the agility of SOA and Fusion Middleware, the planned offerings provide three key elements of successful self-service CRM initiatives: cross-channel consistency, enhanced agility, and a high degree of personalization.
"These next-generation products go way beyond merely deflecting traffic from call centers," explains Mike Betzer, vice president, CRM product strategy at Oracle." They actually enhance the customer experience, driving customer loyalty and also enabling highly targeted cross-selling and up-selling."
Oracle Self-Service eBilling
No one likes to pay bills, but if you give customers an experience that is both seamless and highly personalized, you can leverage that transaction to build loyalty—and even to drive new revenue.
Everyone understands the savings delivered by paperless billing: fewer agent-assisted transactions, reduced printing and postage, and accelerated collections.
"But Oracle Self-Service eBilling goes the next step," says Betzer. "By presenting highly relevant content along with bills, companies can drive Web traffic that leads to increased brand loyalty, increased adoption of other self-service capabilities, and increased revenue."
Siebel eCommerce and eService 8.1
Oracle's new Siebel CRM self-service offerings, capitalizing on years of investment in both SOA and Oracle Fusion Middleware, extend companies’ CRM systems to the web channel, empowering customers to access real-time transaction histories—and also move seamlessly between self-service and assisted service.
At the same time Oracle Fusion Middleware makes it far easier to create and change the user experience, thanks to its visual, declarative, standards-based development environment.
For example, sophisticated selling rules—including pricing, eligibility, compatibility, and configuration—can be managed once within the Siebel CRM system, then deployed anywhere across an enterprise. Just as important, changes and fine-tuning can be implemented with even greater ease and speed.
"These new products pack a one-two punch," says Betzer. "Companies gain both the agility to respond instantly to changing market conditions and the robust online commerce capabilities to capitalize on them."
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