Intro
Oracle recognized that we had to evolve from a product-oriented company with exceptional products into a provider of exceptional services—a business that continually helps our customers achieve their goals by taking best advantage of today’s and tomorrow’s innovations.
To make this transformation a reality, we had to move our entire business to the cloud.
Our vision was to build the first cloud enterprise that would connect enterprise lines of business into a single cloud entity. The Oracle Cloud delivers applications, and infrastructure, all as a service—and that’s what made this vision possible. By implementing Oracle Cloud across Oracle, we’d become an end-to-end cloud provider and an end-to-end cloud enterprise.
In this ebook, we share our experience with you so that you can benefit the same way we did: by realizing unprecedented cost savings, accelerated growth, and increased customer and employee satisfaction.
We’ll share our results and lessons learned—and show you our proven roadmap.
Here’s what you can expect:
Approach
1 Laying the Groundwork for the End-to-End Cloud Journey
Our customers and employees wanted a strategic partner that could help them achieve their goals. We began by listening to both—and internalizing their needs. Once we knew the endgame, we developed a four-step process.
Oracle Leverages the Oracle Cloud for Business Transformation
1:50
Oracle is leveraging Oracle Cloud to transform business processes and create exceptional employee and customer experiences. Oracle VP Leah Yomtovian shares the benefits of the transformation.
2 Four Building Blocks of Experience Design
Although we are a large and complex company doing business in 175 countries and employing 138,000 employees, we knew that we needed to rethink everything.
This included our internal operations, the teams that support our operations, our employees across the company, and the cloud technology we used to make it happen. We focused our approach with the following four building blocks of experience design across our four main lines of business:
- Streamline Reduce, remove, and simplify steps across the customer and employee experience.
- Empower Enable customers and employees to complete their experiences autonomously.
- Delight Design a positive experience that customers and employees love and that makes them want to come back.
- Automate Use Oracle Cloud to power the end-to-end experience by automating as much as possible.
You’ll see these four areas of experience design throughout this ebook as we explain our tactics and report our results. We share our best practices and lessons learned with you, and we demonstrate the success of our journey with metrics to help you gauge the value for yourself.
3 Leveraging the Oracle Cloud Platform
We leveraged our Oracle Cloud Platform to transform our business and unlock new value for our customers. Oracle Cloud platform solutions we used included the following:
These solutions include applications, platform, and infrastructure, all as a service.
Home
The Journey Begins: The Transformation of Our Four Lines of Business
We focused our transformation on our four key lines of business: finance, human resources, supply chain, and customer experience. To become a strategic partner to our customers and transform our organization, we needed to execute our strategy in parallel initiatives toward our goal of driving operational excellence.
This shared goal required our entire organization to become a predictive powerhouse that steers the business and leads the way forward.
Select the line of business that interests you. Alternatively, continue through the eBook in a linear fashion to read them all. You can come back to this page at any time from the tab in the top left corner of your screen.
Reimagining the Finance Experience
The transformation of our finance operations has been integral to the shift in our business model. For our reimagining of finance at Oracle, we had three key objectives.
1. Drive toward infinite scale by eliminating human intervention in our business processes. This objective requires transaction processing that has no incremental cost, no human intervention, and nothing that causes the cost of those transactions to increase by volume.
2. Make the smartest decisions by continuously improving reporting and analysis capabilities, particularly through AI and machine learning. Deploying those technologies enables us to, over time, improve the focus of our searches and the resulting analysis and derived insights.
3. Delight our customers and employees by providing a better interaction with our finance processes.
We focused on automating three key areas of finance that would have the most impact right out of the gate: reporting, planning, and expense submission and approval.
Financial Reporting with Oracle ERP Cloud
Reimagining Finance at Oracle: The Reporting Experience
1:31
Oracle EVP Corey West shares how Oracle ERP Cloud is enabling the Global Finance and Accounting Organization to streamline reporting, empower and delight users, and automate processes to eliminate human intervention.
1 Streamline
Deployed one scalable global chart of accounts for both organic growth and mergers and acquisitions to simplify reporting, reduce data management complexity, and drive consistency of reported information across business units.
Eliminated 25% of manual accounting by leveraging multiledger, multicurrency journal entries and reduced global standard expense allocations by 98% to create time efficiencies and enhance control during the crunch close process.
Prepared 40% of balance sheet reconciliations as global reconciliations, which enhanced visibility and risk mitigation while enabling our team to develop expertise in key categories of the balance sheet.
2 Empower
Provided the finance team with enhanced visibility into our reported financials in real time to enable the development of reporting views without handoff.
Provided interactive visualizations so the finance team could get revealing insights into high volumes of data with any mobile device in any environment.
Created a finance transformation and automation (FTA) team to execute an automatic one-day close and deployed an EPM-focused roadmap that includes Oracle Cloud services such as Oracle Account Reconciliation Cloud Service and Oracle EPM Cloud Narrative Reporting.
Enabled the finance team to develop meaningful global subject matter expertise in the income statement and balance sheet categories to enable organizational agility.
3 Delight
Grainne O’Toole,
Regional Finance Director (EMEA)
With Oracle Financials Cloud and a global chart of accounts, we automated the close process by reducing manual accounting and performing activities globally. This brought huge efficiencies and the ability to focus on innovation and on balance sheet risk mitigation and controls using real-time reporting.”
Kannan Sethuraman,
Senior Director, Global Controllers Operations
4 Automate
Automated approximately 20,000 monthly balance sheet reconciliations, using Oracle Account Reconciliation Cloud Service. This gives the team global, real-time dashboard reporting visibility throughout the close period.
Automated the month-end and quarter-end close cycle, using Oracle Financial Consolidation and Close Cloud Service. This created capacity for our teams to focus on more value-add activities during the close.
Automated drafting, review, version control, and approval of statutory financial statements for approximately 230 operating entities globally using Oracle EPM Cloud Narrative Reporting. This benefits our teams and our external auditors from both an efficiency and an accuracy perspective.
Results
-
Maximizing efficiency and effectiveness:
Our finance team can now focus on driving business success and overall effectiveness.
-
Making smarter decisions:
We deliver tailored reporting to our business partners in real time to improve decision-making, and we leverage AI and machine learning to improve the quality and efficiency of analysis.
-
Outpacing change:
We can drive toward infinite scale by focusing on eliminating human intervention in every business and transactional process.
-
Delighting customers and employees:
Our finance team can maintain a constant focus on improving the interactions our customers and employees have with the team.
Financial Planning with Oracle EPM Cloud
Reimagining Finance at Oracle: The Financial Planning Experience
1:35
Oracle SVP Ivgen Guner shares how Oracle EPM Cloud is enabling the Global Business Finance organization to streamline and automate planning, budgeting, and forecasting, empowering teams and delighting users and customers
1 Streamline
Established a standard global methodology for revenue modeling and expense forecasting and implemented driver-based planning models to create a consistent and transparent approach to forecasting.
Combined actuals, budget, and forecast datasets within models for easy trend analysis and risk identification.
Eliminated handoffs between teams through automated consolidation.
2 Empower
Enabled a simple planning process based on sophisticated models, which would be difficult to replicate in spreadsheets.
Built faster scenario modeling and consolidations that enable the finance team to provide real-time recommendations to business leaders.
Simplified planning tasks to create time for strategic risk and opportunity analysis, to help identify how to grow faster.
3 Delight
Oracle EPM Cloud has completely changed my role. Rather than spending time consolidating data and formatting reports, I now review, analyze, and assess risk and opportunity in the forecast.”
Cormac Steer,
Finance Director
Having the capability to model different planning scenarios based on multiple assumptions and variables has helped our strategy development significantly.”
Christopher Donato,
Senior Vice President, North America Applications and Consulting
4 Automate
Automated routine tasks associated with gathering and consolidating data, reducing the number of mundane tasks the finance team must process and enabling it to focus on driving business success and effectiveness.
Automated the delivery of recommendations and predictive analytics to business partners. Fast and easy access to this data helps drive strategy formulation and evolution.
Results
-
Maximizing efficiency and effectiveness:
Our financial team now focuses on driving business success and effectiveness, not on routine tasks associated with gathering and consolidating data.
-
Making smarter decisions:
We deliver recommendations and predictive analytics to business partners frequently to help with strategy formulation and evolution.
-
Outpacing change:
With immediate access to the data and insightful analytics, we continuously reimagine the financial planning experience with new functionality to enable a continuous forecast process.
-
Delighting customers and employees:
We deliver an accelerated planning experience to generate greater value for all stakeholders.
Expense Submission with Oracle ERP Cloud
1 Streamline
Rationalized expense categories to simplify the employee experience, improve reporting capabilities, support back-end auditing, and align with the standard chart of accounts.
Amended policies to accelerate the process—for example, we eliminated the requirement to itemize hotel bills.
Reduced employee information collection requirements by automating the classification of key corporate card transactions.
2 Empower
Enabled employees to submit expenses through their mobile devices by sending a photo or a text to a bot.
Enhanced the approval experience so that managers can simply review expense submissions within policy versus anomalies.
3 Delight
The first time using the bot—for airfare, transportation, meals, and hotel—worked like a charm. Thanks to the team that made this happen. As someone who has spent what feels like years of their life recording expenses, this is amazing. Well done.”
Samuel Witt,
Vice President, Product Management
I review and approve a lot of expenses. The notification emails give me the information I need to quickly determine, on the go, whether to approve, reject, or request further information, so I can get the task done and focus on my core job.”
Nick Yuan,
Vice President, Corporate Development
4 Automate
Automated the classification of 50% of corporate credit card transactions to reduce employee information collection requirements.
Results
-
Maximizing efficiency and effectiveness:
Employees now focus on customer and business success, and managers can focus on anomalies.
-
Making smart decisions:
We deliver recommendations and predictive analytics to managers.
-
Outpacing change:
We continuously reimagine the expense submission and approval experience, based on feedback, analysis, and technology innovation.
-
Delighting customers and employees:
We deliver an accelerated expense submission experience that is simple, intuitive, and fast.
Finance:Lessons Learned
Finance was one of the most time-consuming and essential areas of our business, and we knew that getting it right was critical. During this journey, we’ve learned some important lessons that might apply to you.
But it hasn’t stopped there. We continuously measure, learn, and iterate to improve the experience, taking advantage of quarterly updates, the integration of our technology from end to end, and our single dataset for a comprehensive view of employees, customers, and our business.
- Implement in one business first
- Take opportunities for process improvement
- Develop a global chart of accounts
- Slim the general ledger materially
- Go live in the first month of the quarter
- Engage and train teams on implementation
- Create ambassadors and rotate staff to enhance learning
- Secure senior executive mandate—it’s essential to success
Transforming the Human Resources Experience
We had complex internal systems that got in the way of our ability to innovate and support our most critical resource: our people. We needed to rethink our processes.
We required a technology foundation that enabled us to focus on strategy and needed systems that could give us better visibility into our talent. And we needed one end-to-end solution that was easy to use, had strong reporting and analytics, and was flexible enough to support our growth and acquisition strategy.
We focused on two key areas of human resources that would have the most impact: career development and the hiring experience.
Reimagining HR at Oracle: The Employee Experience
1:33
Oracle CHRO Joyce Westerdahl shares how Oracle is leveraging Oracle HCM Cloud to enable exceptional employee experiences by streamlining and automating processes and empowering and delighting users.
Career Development with Oracle HCM Cloud
1 Streamline
Shifted performance feedback approach to focus on continuous feedback throughout the process, to catalyze career development.
Unified the entire experience, from talent profile creation through development planning, to simplify and accelerate the process.
Integrated data to ensure a holistic view of talent across teams and enable optimal planning.
Standardized the talent review process while empowering managers to choose how they develop talent, helping them tailor their approach as needed.
2 Empower
Tied employee goals to company strategy to help drive employee, customer, and business success.
Enabled managers to create talent pools and a leadership pipeline with targeted development actions to help them proactively prepare teams for the future—succession, promotion, and retention.
Provided managers with visibility into talent at risk as well as the impact of their its to enable proactive development of retention plans.
Enabled employees to easily explore new roles and create and share career development plans to help them achieve their career goals.
3 Delight
Our talent process has given me the opportunity to continuously review my skills, make adjustments, and improve as a sales leader. Due to the visibility and the process, I’ve been able to progress from regional manager to group sales director and now regional vice president. Without this feedback process, I wouldn’t be where I am today, growing and moving my career forward here at Oracle.”
Kevin Lally,
Regional Vice President
Talent Review brought continuity, consistency, and transparency to my business. As people move in the organization, I have good data on how individuals performed historically, and I can use this information for coaching and developing reps toward success in their roles. As a result, I've accelerated the time to realize value and potential from individual contributors, and this has impacted my bottom line.”
James Sharum,
Regional Sales Manager
4 Automate
Managers have the insights and tools to optimize and plan employee development.
The performance management process is continuous and transparent. Employees can actively participate in their own success.
Results
-
Maximizing efficiency and effectiveness:
Managers can now focus on employee success.
-
Making smart decisions:
Managers can use insights to proactively and optimally plan employee development.
-
Outpacing change:
We can continuously reimagine the career development experience, based on feedback, analysis, and technology innovation.
-
Delighting customers and employees:
We deliver an exceptional career development experience so employees can achieve success.
The Hiring Experience with Oracle HCM Cloud
1 Streamline
Consolidated hiring steps into a single platform with a simple interface, and autopopulated fields to enable a fast and seamless experience.
Accelerated the process by removing tiers of approvers that didn’t add value.
Eliminated unnecessary tasks and dependencies for both managers as well as candidates, to ensure readiness on day 1.
2 Empower
Revamped the requisition-to-offer experience to enable managers to create job postings and extend offers with ease, reducing dependence on recruiting assistance.
Provided managers with visibility into each stage of the experience, eliminating disparate information sources.
Provided new hires with a simple and fast experience from offer acceptance to onboarding, driving excitement and preparation for success.
3 Delight
Not only was I able to review and accept my offer online but I could also complete my new hire paperwork quickly and easily.”
Rebecca Sinkule,
Senior Contract Systems Manager
What a great interface to work with! I loved having a 360-degree view of everything going on with my hire and being able to focus on my day-to-day job versus administrative tasks.”
Sheldon Watson,
Director
4 Automate
The hiring process has been accelerated and new hires have immediate impact.
Managers now focus on employee success and strategic hiring activities.
Results
-
Maximizing efficiency and effectiveness:
Managers can now focus on employee success, and new hires can focus on high-value activities.
-
Making smart decisions:
Managers can use critical organizational insights to make strategic hiring decisions.
-
Outpacing change:
We continuously reimagine the hiring experience, based on feedback, analysis, and technology innovation.
-
Delighting customers and employees:
We deliver an accelerated hiring experience so employees can have an immediate impact.
Human Resources:Lessons Learned
In reimagining our human resources experience, we learned several things that can be of use to any enterprise moving to the cloud.
- Think differently.
- Be willing to challenge your assumptions.
- Adapt your practices.
- Involve more people than the usual suspects.
- Move fast, fine-tuning as you go.
- Remember that change management isn’t one-size-fits-all.
- You can never over-communicate.
- Be ready for continuous innovation.
Transforming the Supply Chain Experience
We use more than 100 suppliers and 60 collaboration partners to help us build thousands of products and fulfill tens of thousands of orders every year.
Achieving our goals meant that we could no longer rely on inflexible legacy on-premises solutions. We needed to implement Oracle’s modern, cloud-based supply chain suite to support our increasing pace of innovation, improve our manufacturing and supply chain flexibility, and gain the agility to navigate changing marketing conditions.
We focused our cloud journey on two key areas of the supply chain that would have the most impact: optimization and product management.
Reimagining the Supply Chain Experience
1:34
Oracle Senior Director Supply Chain Operations, Giovanni Schoordijk, describes how Oracle optimized procurement, production, and development to exceed customer expectations.
The Supply Chain Experience with Oracle SCM Cloud
1 Streamline
Used standard applications and customized configuration to enable systematic collaboration for communicating demand forecast changes to our suppliers without any manual adjustments.
Reduced change transactions and manual coordination for order management and supply chain, in both back-to-back and drop-ship processing, via autosynchronization.
Reduced the number of tasks and screens required to manage work orders, resulting in increased productivity and efficiency.
Improved integration of shipping documents, enabling quick online access to documents and streamlining capabilities for processing changes.
2 Empower
Used Oracle Cloud to enable users to quickly drill down into key performance indicators, manage exceptions, and focus on important tasks through a single integrated environment.
Integrated tools for collaboration and analytics, enabling users to manage suppliers, contracts, purchasing, and settling with a complete, modern solution.
Automated approval decisions with configurable notifications, minimizing overall research and information-gathering exercises.
3 Delight
Oracle Order Management Cloud Service allows us to arrange the most important fields in the immediate linear view. We now use the tabular views, where information is grouped based on content, for the details. We can get to the information much more quickly than before.”
Anita Joe,
Customer Backlog Manager
The move to Oracle Cloud has been transformational for the execution team. The enhanced search functionality enables better exception management, and the dispatch list is simple and intuitive to use. Reporting is more integrated and readily accessible for targeted analysis across the supply chain.”
Jag Sharma,
Vice President, Global Manufacturing and Logistics Operations
4 Automate
Automate the integration of data from multiple domains for rapid transaction execution and faster decision-making.
Automate reporting features with real time data. Oracle Transactional Business Intelligence Cloud and Oracle Analytics Cloud enable teams to analyze data directly out of modules to make better-informed business decisions.
Automate quarterly updates to continuously incorporate new concepts and industry innovations as well as refine the user experience, based on feedback, analysis, and technology changes.
Results
-
Maximizing efficiency and effectiveness:
We use optimized, flexible workflows to integrate data from multiple domains for quick and easy transaction execution and decision-making.
-
Making smart decisions:
With Oracle Transactional Business Intelligence Cloud and Oracle Analytics Cloud, our teams can analyze data directly out of the modules to make smart business decisions.
-
Outpacing change:
We can continuously incorporate new concepts and industry innovations through straightforward and efficient quarterly updates, and refine the user experience based on feedback, analysis, and technology innovation.
-
Delighting customers and employees:
We deliver a fresh and up-to-date end-to-end supply chain experience so the business can continue to drive customer success.
Product Management with Oracle SCM Cloud
1 Streamline
Implemented Oracle’s integrated platform with a single data schema, allowing for the integration of multiple organizations into a single environment and enabling instantaneous item updates across all modules.
Saved significant time by using Oracle SCM Cloud to conduct where-used queries at the top-level bill of materials (BOM) assembly.
Used Oracle platform as a service (PaaS) to seamlessly meet unique needs such as product validation, which offers a single place to validate the accuracy and completeness of item attribution and the preparedness for release of new items.
2 Empower
Improved security within supplier access and granting for internal part numbers (IPNs) and marketing part numbers (MPMs), ensuring that suppliers have direct access to key data.
Simplified the creation of user-defined attributes without customizations or extensions while maintaining a simpler data structure.
Used real-time reporting to quickly create custom analyses and validate manual changes to item attribution or catalogs to ensure completeness and accuracy.
3 Delight
Oracle SCM Cloud product management allows a complete view of an item or product structure from the top down to specific components. The full structure connection in one data set also allows immediate implementation of change orders to all modules without any interface delays or sources of error.”
Theresa Casey,
Director, Supply Chain Operations
Oracle Fusion Configurator Cloud Service increases sales effectiveness, providing a consistent user experience and a single validation source across the enterprise. The service’s intuitive development environment and seamless integration with the common product model has led to shorter design time and allows introduction of more products with shorter time to market.”
Brian Ernst,
Vice President, Global Release Operations
4 Automate
Enabled automation and governance of content with a rules engine and templates that slashed planning cycle times from one week to 48 hours and resulted in reduced errors.
Automated data integration into one product management application, driving well-informed decisions for new product introduction.
Automated attribute management so that it is centralized and orchestrated across supply chain modules, removing misalignment and risk of delays.
Results
-
Maximizing efficiency and effectiveness:
A rules engine and templates enable automation and governance of content, resulting in reduced cycle times and fewer errors.
-
Making smart decisions:
Product engineering and operations now work within one integrated product management application, driving well-informed new product introduction decisions.
-
Outpacing change:
Attribute management is centralized and orchestrated across supply chain modules, removing misalignment and risk of delays.
-
Delighting customers and employees:
Partners and contract manufacturers now have tightly controlled, direct access to engineering data that is relevant and necessary for their part in the process.
Supply Chain:Lessons Learned
In reimagining our supply chain experience, we learned several things that can be of use to any enterprise moving to the cloud
- Avoid a lift-and-shift mentality.
- Drive early end-user engagement.
- Don’t migrate old, incomplete or inaccurate data.
- Develop a strategy for go-live.
Transforming the Customer Experience
To provide our customers with a better customer experience (CX), we reimagined how our sales and marketing organizations engage with our customers and prospects. Driving this is the “Experience Economy,” a dramatic shift in consumers’ power that inspired us to rethink, retool, and revamp our CX in entirely new ways. We wanted to be more responsive to customer preferences and desires and let our customers choose how and when to engage with us.
Sales transformed by adopting a standard platform; eliminating duplicate effort; and delivering proposals and custom demos and services with an efficient, consistent delivery. Marketing transformed by streamlining our infrastructure and consolidating all of our customer data to target micromoments and serve customers where they are—on social media, on the web, in apps, and more.
Customer Purchasing with Oracle CX Cloud
1 Streamline
Simplified language on customer agreements to make them easier to understand.
Provided customer-friendly terms from the start to accelerate the buying experience.
Removed tiers of approvers that did not add value, to expedite the process.
2 Empower
Gave sales reps the ability to complete quoting and contracting without assistance.
Provided in-application learning and chat to resolve inquiries immediately.
Enabled customers to review and digitally place their orders in the Oracle Store.
3 Delight
As a result of Oracle’s transformation, the new and improved pricing and quoting tools, and the Oracle Accelerated Buying Experience, I was able to provide an executable quote to the customers within minutes of getting their final approval. And as a result, they were able to sign and return the contract electronically, all within a matter of hours.”
Nicole Levitt,
Regional Manager, HCM Cloud
I was delighted when the complete process of ordering our cloud services from Oracle was so straightforward, as this allowed me time to focus on what really matters—getting on with preparing for product launch.”
Alan Burns,
Chief Technology Officer, PeerPay Ltd.
4 Automate
Automated 70% of cloud transactions, improving response times for customers and sales reps alike.
Results
-
Maximizing efficiency and effectiveness:
The sales team is now able to focus on customer success.
-
Making smart decisions:
The sales team can now provide optimal solutions to customers.
-
Outpacing change:
We continuously reimagine the customer purchasing experience based on feedback, analysis, and technology innovation.
-
Delighting customers and employees:
We deliver an accelerated buying experience so customers can immediately realize value.
The Sales Experience with Oracle CX Cloud
1 Streamline
Oracle Uses CX to Improve Processes for Reps and Customers.
1:36
Jennifer Birk, SVP, and Martyn Langley, VP of Oracle Global Sales Operations, describe how reps and solution engineers deliver high-quality services to customers through real-time collaboration via the sales and service capabilities of Oracle CX.
Automated recording of customer interactions with click-to-dial and click-to-email features.
Consolidated the presentation of all account intelligence.
Used machine learning to improve lead response time and double the conversion rate.
Provided an intuitive experience that guides sales reps and prescribes tasks to optimize end-to-end demand generation and activity planning.
2 Empower
Presented sales reps with real-time information to optimally service their customers.
Optimized sales reps’ daily workflows by using machine learning.
Provided sales reps with on-demand digital training.
3 Delight
My reps have significantly higher productivity because they don’t have to spend time logging activities manually. Couple that with tools which show actionable account information with just a single click, and you’ve got something really special. I don’t know how we could live without it.”
Sean Varney,
North America Applications Customer-to-Cloud Sales Manager
Essential tool for sales reps. I go into every customer conversation prepared.”
Bartosz Wroblewski,
Sales Representative
4 Automate
Sales can now focus on high value activities and spend less time researching and doing manual activities
A comprehensive view of the customer and machine learning allow reps to optimize their customer engagements and drive mutual success for the customer and sales rep.
Results
-
Maximizing efficiency and effectiveness:
The sales team can now focus on high-value activities to optimize their customer engagements.
-
Making smart decisions:
We can tailor customer engagements and solutions by using machine learning and a 360-degree customer view.
-
Outpacing change:
We continuously reimagine the sales experience, based on feedback, analysis, and technology innovation.
-
Delighting customers and employees:
We deliver an exceptional sales experience that enables the sales team to focus on customer success.
The Employee Service Experience with Oracle CX Cloud
1 Streamline
Enabled consistent engagement between sales reps and solution engineering teams by providing sales reps with a service catalogue.
Aligned sales and solution engineering on one platform by moving from multiple custom tools to a single Oracle Sales Cloud instance.
Eliminated duplicate data entry by enabling sales reps to request solution engineering directly in Oracle Sales Cloud.
Utilized data-driven routing rules to direct requests to the right group for immediate resourcing.
2 Empower
Consolidated the presentation of all account intelligence to optimize delivery of the service.
Provided visibility into the status of service requests to drive accountability and efficient delivery.
Enabled managers to balance workloads, drive efficiency, and maximize value to sales and customers.
3 Delight
As a new sales rep at Oracle, I am very impressed with solution engineering services. Being able to get the help I need, at the right time, will help me close more deals.”
Anita Joe,
Customer Backlog Manager
Using solution engineering as a service [SEaaS], we are able to put our incredibly talented technical resources in the best position to succeed as they work with Oracle customers. Since we moved to SEaaS, we are seeing our win rates improve, our sales cycles are faster, and we are able to drive more volume in our customer interactions.”
Tim Kelly,
Group Vice President, Solution Engineering
Solution engineering as a service was a true innovation. It allowed us to change our business model from delivering people to our sales organization to delivering customer and sales outcomes.”
Hamza Jahangir,
Group Vice President, Cloud Solution Engineering
4 Automate
Rules-based routing ensures the right engineer for the right service at the right stage of the sales cycle.
A full history of customer activity eliminated the need for extensive manual research. Status updates are automatic and transparent to the whole team.
A single platform for sales and service delivers efficiencies and transparency. Reps and engineers can spend more time with customers.
Results
-
Maximizing efficiency and effectiveness:
We enabled real-time collaboration between sales and solution engineering.
-
Making smart decisions:
We can now route service requests quickly to the right solution engineer to drive customer success.
-
Outpacing change:
We continuously reimagine the employee service experience based on feedback, analysis, and technology innovation.
-
Delighting customers and employees:
We deliver an exceptional service experience that enables our sales team to focus on customer success.
The Marketing Experience with Oracle CX Cloud
Oracle Uses CX to Improve Marketing for Reps and Customers
8:58
Chris Dials, SVP Analytics, Insights and Operations, and Sujith Abraham, Global Head of Martech, discuss how Oracle reimagined marketing by consolidating its marketing systems to place empowered customers at the forefront of everything Oracle does.
1 Streamline
Improved our understanding of our customers through unified data and a single, personalized view of our customers.
Developed a complete customer profile by using predictive analytics.
Strategically targeted audience segments by combining persona data and third-party data.
2 Empower
Simplified the analysis of campaigns with one view of interactions, ranked with predictive intelligence scores.
Provided marketers with the tools to be agile and to execute faster and independently.
Standardized and simplified the way we create nurture campaigns based on customers’ real-time activities.
3 Delight
Oracle’s marketing technology enables my team to engage customers and prospects with relevant, compelling, and personalized campaigns. We are able to optimize our programs very quickly because we have many tracking and reporting features. The end result is we are delivering both new pipeline and progressing existing opportunities."
Lynn Barnhart,
Senior Director, HCM Demand Marketing
Our Marketing systems make it possible for our marketing teams to get a campaign built and out the door in couple of days where previously it took several weeks to build all the customer engagement components. The self-service analytics allow us to monitor the success of our campaigns in terms of traffic, engagement and conversion on a real time basis. Working in Oracle Marketing is like being a kid in a candy store. We have all the latest technology and innovations delivered to us on a continuous basis.”
Joyce Boland,
VP Global Applications Marketing
4 Automate
Delivered connected processes and predictive data powered by AI and machine learning to better understand the buyer and improve opportunity conversion
Enabled marketers to rapidly deliver personalized, cross channel, digital engagement.
Results
-
Maximizing efficiency and effectiveness:
Marketers can now use predictive analytics and always-on marketing to achieve shorter execution cycles for targeted campaigns.
-
Making smart decisions:
Our marketing team uses personalization to gain targeted audience segmentation so they can tailor campaigns to specific personas.
-
Outpacing change:
Customers can consume information on mobile devices, on the web, through search, or via advertisements—it’s their choice.
-
Delighting customers and employees:
We can reach our customers at any time, and they can consume information tailored to their needs.
- Secure executive mandate to implement transformation.
- Simplify your operations as much as possible before embarking.
- Use the opportunity to rationalize your database.
- Embrace cloud philosophy.
- Collaborate with IT and cross-functional business teams on the best approach.
- Seek feedback to continuously enhance and improve user experience along the way.
- Track the customer experience transformation with performance metrics.
- Plan for quarterly updates.
- Manage change.
Becoming an End-to-End Cloud Enterprise—What It Looks Like
We’ve shown you the process for our four lines of business and the value we’ve gained from each. Now see how it all adds up.
There isn’t a component of the Oracle Cloud stack that we haven’t put to work. From the applications layer down through the infrastructure layer, we are leveraging the power of the entire Oracle Cloud platform to transform our business. We built seamless and integrated business processes with the user at the center of our efforts—and the results speak for themselves.
The market has taken notice:
- Market Share Oracle gained the most market share globally out of all enterprise SaaS vendors the past three years in a row, according to the IDC Public Cloud Services Tracker
- LinkedIn top 10 The last two years in a row, Oracle was ranked by LinkedIn as a top 10 company to work for.
As one of the largest customers of Oracle Cloud in the world, Oracle is leveraging the cloud to create exceptional employee and customer experiences. Oracle EVP Douglas Kehring shares the benefits of accelerated growth and new cost savings.
Oracle's Journey to the Cloud—Business Transformation
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The Oracle End-to-End Cloud Enterprise:
As we embarked on our business transformation, Oracle Cloud proved to be the ideal platform to enable the rapid change we needed, as demonstrated by the results and metrics detailed in this ebook. At a high level, the benefits we have realized fall into four general categories.
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Improved integration.
Oracle Cloud provides a new level of functional integration that significantly increases collaboration and eliminates the manual interventions required in the on-premise world. This frees up our people to focus on higher-value activities and decreases our costs so we can deliver more money to reinvest in our business.
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Richer data aggregation.
Oracle Cloud provides much richer data aggregation across the entire platform and powers our applications in new ways so that our people can make better decisions. We can now use AI and machine learning to ensure that the best decision is automatically made—saving us time and money.
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Continual innovation.
Oracle Cloud gives us new features every quarter that help us innovate the experience and stay ahead of our customers’ needs. We’re now able to listen to our customers and take immediate action to continuously improve the experience we deliver to them.
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User-centric design.
Oracle Cloud helps us deliver an experience to users in ways we never imagined before. Our products are designed around our users and their needs. This helps drive higher satisfaction rates, more-efficient and -effective engagement, and long-term loyalty and retention.
Four Guiding Principles
Across all of the line of business transformations. We found that four guiding principles that are fundamental to our success.
Design with the user in mind. Processes support experiences. You must focus on the people you serve and on meeting their needs. Then, working across processes and teams, reimagine the underlying experience.
Ruthlessly simplify processes. Avoid complexity by starting with what is required versus what can be eliminated. Don’t include obscure business cases. Focus on ways to make the experience intuitive and user-friendly by simplifying.
Nail the experience and continuously innovate it: Transformation is a journey not a result. To get the best results iterate. The experience will continuously improve and you will win the hearts and minds of the constituents you serve.
Leverage the Oracle Cloud: Every great process is backed by a great system. Only the Oracle Cloud can provide the necessary functional integration and rich data aggregation powered by artificial intelligence and machine learning. The Oracle Cloud keeps your journey through continuous innovation delivered in regular updates so you are always on the latest technologies and best practices.
What does this mean for you?
1 Streamline
Most processes are burdened with too many steps that unnecessarily and negatively impact the individuals you’re trying to serve—with little tangible benefit. The key is to start eliminating those unnecessary steps and simplifying the ones that remain and that are necessary for success.
2 Empower your users
Most processes are fraught with manual touchpoints that require intervention and slow down the journey to completion. Create processes that empower your users so that they can move through the steps quickly, intuitively, and autonomously.
3 Delight your users and customers
Organizations can no longer force their users through bad or even mediocre experiences and expect them to return. It’s critical to design your business processes so that your users love them. Then they’ll return time and again—and be more productive each time.
4 Automate
Powering these reimagined processes requires the right automation—automation that connects all the pieces from end to end. Only with automation based on feedback and continued technology innovation can you gain the continuous improvement that today’s business requires.
Customer Case Studies
Learn how our customers are unlocking new value with Oracle Cloud. Here are what a few of your peers are saying about making the journey with Oracle.
Summing It All Up
There’s an almost limitless number of ways to use the cloud to drive your business forward. No matter where you are now in your cloud journey, all routes eventually lead to the same destination: running your entire company in the cloud. We’ve done it, and now you’ve seen the value. In fact, when you take the continuous-improvement approach the cloud offers, the benefits never end.
However, becoming an end-to-end cloud enterprise is possible only when cloud solutions are at the same level of reliability, performance, and security as your on-premise technology. Everything you run in the cloud needs to be secure from core to edge, enabling you to leverage the latest advances in automation technology. You can attain this only through cloud technology provided by the Oracle Cloud Platform.
Oracle Cloud enables highly complex workloads and mission-critical systems. It delivers better guarantees for security, continuity, control, and price/performance. It also provides access to innovations spanning autonomous databases, AI, machine learning, blockchain, IoT, and human interfaces.
We hope you’ve found this information useful for your organization. If you want help applying some of the lessons we’ve learned along the way, let us know. We’d like to make the journey easier and faster for you.
