Successful selling in oracle service cloud
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The document discusses using the sales module in Oracle Service Cloud to add value to customer service delivery. It provides an overview of the sales module's key functionality for managing opportunities, contacts, tasks and more. While the module is easy to use and integrate with other Cloud features, it may not be suitable for aggressive sales teams and requires some additional configuration for full benefit. The document concludes that the sales module can help turn a cost center into a profit center when used to identify customer needs and generate quality leads within a service environment.
Successful selling in oracle service cloud
- 1. Successful Selling: Getting more from Oracle Service Cloud About the Author Mark Kehoe is a former RightNow / Oracle Service Cloud (OSC) Principal Consultant who joined the company way back in 2006. He has since gone on to create his own consultancy company based in Australia. He has been a regular contributor to the OSC conferences both in Europe and Australia. About this Document The audience for this document is an OSC client is seeking to value-add their service delivery. The document will describe the strengths and weaknesses of the key functionality. It will give an overview to the sales components and what each part as to play. It is the what and why to the how I’ve written in “Sales Contact Centre Cookbook”. Oracle Service Cloud does sales? I’m often surprised when I show people what the sales module does. They have two reactions; firstly, they didn’t know it existed and secondly they didn’t realise it worked as well as it does. The sales module comes with a wealth of functions, features and reports for managing a sales team (more of which later). It can create an opportunity from an incident or marketing campaign and allow you to nurture the lead (which is the sales name for a contact) until a conclusion; either they bought a product or agreed to a service or decided it’s not for them. What does the sales module do? Remember when you first saw incident management within OSC and thought that it looks easy to use and simple to configure? Sales is the next evolution in that process. It’s simple to use and simple to implement. The important thing to remember is that opportunities are not like incidents; where incidents will be an open and shut case, opportunities take time to finish. The analogy I like to give is that enquiry management (I try to avoid the word incident) is for short-duration interactions over hours or days. Opportunities are long-duration interactions over days, weeks or months.
- 2. 2 Successful selling using Oracle Service Cloud Created by Mark Kehoe mark.kehoe@outlook.com 0487 335311 To summarise some of the benefits and weakness of the sales module I’ve bulleted what I think is relevant below: Sales Contacts Strengths Weaknesses ü No integration required; works with service, knowledgebase, social and marketing û Additional maintenance overhead ü Extensible; new fields work as well with sales as with any of the others ü A single workspace to show sales, service, marketing, social and knowledgebase interactions Enquiries and Knowledgebase Strengths Weaknesses ü Offer advisor: “Why fix a broken product when you can sell a new one?” û It’s an additional burden on a busy service delivery team ü Customers purchases can have targeted knowledgebase articles ü Sales advisors can make prospects from genuine enquiries ü Chat becomes more prescriptive Sales Opportunities Strengths Weaknesses ü Simple to use for tracking the life of the sale û Can’t sent emails; you need to use enquiries to do this ü Centralizes all interactions in one workspace û Reporting is overly complicated; you end up writing your own ü Opportunities can be created from enquiries or marketing û Marketing can only create an opportunity; it can’t update it ü Quotes can do mail merging and produce letters û Quotes don’t support enquiry fields ü Sales products can connect to the knowledgebase and to service products for enquiry management û Sales products can’t calculate local taxes Tasks Strengths Weaknesses ü System can auto-create tasks û A task can’t update an opportunity without some effort ü Tasks are fully extensible û Reporting needs additional effort to get the most from it
- 3. Kehoe Consulting Successful selling using Oracle Service Cloud 3 Created by Mark Kehoe mark.kehoe@outlook.com 0487 335311 Why should I use the sales module? The sales module is a basic tool to manage the sales cycle. If the people who wish to use the sales module consider themselves a ‘sales team’ then I would suggest looking at integrating Oracle Sales Cloud. The sales module isn’t for those hard- charging reps who’re knocking down doors and looking to win at all costs. My expertise is in higher education I typically deliver solutions for student advisors who I’m sure you would agree aren’t the most cut-throat of sellers. If the team thinks they are ‘offering’ rather than ‘selling’ then you should consider using the sales module. Conclusion The sales module adds measurable value to Oracle Service Cloud and to your service delivery: • Helps a cost-centre become a profit-centre • Supports the sales team by identifying a market need • Generates high-quality leads based on a customer enquiry • Gains the trust of the customer with knowledgeable responses • Offers feedback to a customer about a purchased product or service By placing a sales team into the heart of your service delivery you’re offering a low- risk, high-return option to your organisation or institution. For further information contact Mark Kehoe at mark.kehoe@outlook.com, at LinkedIn or mobile (+61) 0487 335311. Marketing Service Delivery Knowledgebase Social and Chat Sales