Linda Fishman Hoyle
In EMEA, Nestle Special T won the ‘Customer Focus Golden Headset’ award leveraging its implementation of Oracle Service Cloud to help power positive service experiences for more than 2,000 brands. The company was able to connect customer engagements across community portal, live chat, and web self-service, while increasing sales and customer satisfaction. Read the details.
HealthEquity, located in the US, was recognized as a gold winner for ‘The Best Customer Service Department of the Year’ in the Annual 2015 Golden Bridge Awards® for outstanding achievements in customer service. Read the details.
Royal Bank of Scotland (RBS) was awarded by CCA UK (Contact Centre Awards) ‘Most Effective Use of Social Media.’ RBS uses the Oracle Service Cloud Social Monitor solution to effectively manage its social service communications, including a seven-minute SLA for Facebook and Twitter interactions. Read the details.
You will hear Mark Dennen, CFO from Solairus Aviation, talk about the company’s need for an integrated set of applications that was both easy to use and powerful enough to tie HCM and ERP business functions together.
Linda Fishman, Senior Director, Oracle HCM Cloud, will host this call and discuss with Mr. Dennen why the company chose Oracle HCM Cloud, the details of its selection process for new HR software, its implementation experience with Oracle HCM Cloud, and the benefits of its new modern HR system.
Solairus Aviation is a US-based, full-service private aircraft management and charter company.
Register now to attend the live Forum on Wednesday, February 24, 2016, at 9:00 a.m. Pacific Time and learn more about Solairus Aviation’s experience with Oracle HCM Cloud.
A Guest Post by Frank Cowell, Director, Oracle HCM Cloud Center of Excellence (pictured left)
Have you heard about HCM Talk Radio? It provides audio podcasts for our HCM Cloud customers and partners. Each show is about 20 minutes long and focuses on best practices and hot topics. Obviously in 20 minutes, we don’t go deep. We’re just trying to peak your interest in the topic and then point you to more in-depth resources on My Oracle Support, Customer Connect, and Help Center.
HCM Talk Radio is recorded at the UK Oracle Studios in Reading. Our guests are customers, partners, and employees, and they join the show either in person or remotely. The shows are published to the Oracle Podcast site. Many of our listeners have signed up for the RSS feeds; others download from iTunes or use Doc ID 2052534 on My Oracle Support Knowledge Base.
We are currently averaging more than 200 views per day. The total number of views since we started in March 2015 is 25,401 and climbing. Your feedback has been very positive and helps us keep our podcasts relevant to the needs of our HCM Cloud community.
We do hope you’ll tune in and see what we’re all about. Here are three of the most recent podcasts you may want to recommend to your prospects and customers: “Change Management best practices when adopting HCM Cloud Services,” “The new Role Copy feature in Release 10,” and “How to prepare for an HCM Cloud release upgrade.”
And one more thing: please contact me at frank firstname.lastname@example.org if you want to collaborate on a future broadcast.
HCM Talk Radio comes courtesy of the Oracle HCM Cloud Development Center of Excellence Team.
Join us for another Oracle Customer Reference Forum on February 16, 2016 at 5:00 p.m. GMT/ 9:00 a.m. PT. Elaine McKechnie, Group Head of MIS at Baxters Food Group, will talk about why the company chose to implement Oracle EPM Cloud, Oracle ERP, and Oracle Business Intelligence. Ms. McKechnie will share Baxter's selection process for its new Oracle EPM Cloud solution, its phased implementation approach, and the expected benefits.
Baxters is a Scottish food processing company with 1000+ employees.
Register now to attend the live forum on Wednesday, February 17, 2016 at 5:00 p.m. GMT / 9:00 a.m. PT and learn more about Baxters Food Group experience with Oracle EPM Cloud.
Modern HCM supports the communication between employees and employers and is a tangible way to take care of a company’s greatest asset.
But rolling out a new employee portal designed to help a workforce manage their careers is only a starting point. Bertrand Dussert, vice president of HCM transformation and thought leadership for Oracle (pictured left), says HR leaders need to “understand how to leverage usage data to spot areas in the business potentially requiring attention.”
Using this data, called people analytics, can help organizations make better HR decisions. It can also be used to assess how employees are using HCM applications, how effective the applications are, as well as identify areas of concern. A Deloitte study indicates that in-depth analytics is “a challenge that needs to be addressed by organizations and companies that want to remain competitive.”
Do you know what you need to know about people analytics? Let Dussert’s article, published in HRE Online on December 22, 2015, be a starting point.
Join us for another Oracle Customer Reference Forum on February 4, 2016. Mr. Sudip Mazumder, Head of IT - EPC, International Business and Corporate Functions, will talk about the company's need to standardize its sales processes across the globe and its desire for better insight for upsell and cross-sell opportunities. He will explain how KEC is implementing Oracle Sales Cloud integrated to Oracle JD Edwards to get a full 360-degree view of its customers.
KEC International Limited is India's second largest manufacturer of electric power transmission towers and one of the largest Power Transmission Engineering, Procurement and Construction companies in the world.
Register now to attend the live forum on Thursday, February 4, 2016, at 2:30 PM IST and learn more about KEC International’s experience with Oracle Sales Cloud and Oracle JD Edwards.
Join us for an Oracle Customer Reference Forum on January 27, 2016. Roosevelt Rogers, Executive Vice President of Laser Technology will talk about why the company used Oracle Sales and Marketing Clouds to formalize their sales process with predictability and accountability. Laser Technology's environment is one where trade shows, regional events, and web leads represent the primary sales funnel; therefore, the need to nurture and educate before and after the sales cycle is critical.
Register now to attend the live forum on Wednesday, January 27, 2016, at 8:00 a.m. PST and learn more about Laser Technology’s experience with Oracle Sales Cloud.
A Guest Post by Katrine Haugerud, Senior Director, Oracle Product Management (pictured left)
To help you prepare for the upcoming Release 11, we are pleased to offer a preview of its new, modern business-empowering features. On the Release Readiness page, we have added content for Sales, Human Capital Management, Enterprise Resource Planning, Supply Chain Management, and Common Technologies. Specifically, we have just introduced:
- Spotlights: Delivered by senior development staff, these webcast-delivered presentations highlight top level messages and product themes, and are reinforced with a product demo.
- Release Content Documents (RCDs): This content includes a summary level description of each new feature and product.
In a few weeks, we will add (and announce) more Release 11 readiness content such as:
- What’s New: Learn about what’s new in the upcoming release by reviewing expanded discussions of each new feature and product, including capability overviews, business benefits, setup considerations, usage tips, and more.
- Release Training: Created by product management, these self-paced, interactive training sessions are deep dives into key new enhancements and products. Also referred to as Transfers of Information (TOIs).
- Product Documentation: Oracle’s online documentation includes detailed product guides and training tutorials to ensure your successful implementation and use of the Oracle Applications Cloud.
Access is simple: From cloud.oracle.com, click on Support > Release Readiness
A Guest Post by Andy Campbell, Oracle HCM Cloud Sales Evangelist (pictured left)
A few weeks ago, we had a look back on the year that has been. Now I would like to turn 180 degrees and cast my gaze ahead: to what 2016 has in store for HR professionals.
As mentioned in my previous blog, big changes are afoot in the world of HR. In an environment where skills are at a premium, employees are taking control of the talent agenda and forcing employers to do all in their power to keep them happy, engaged, and productive.
How will businesses react to this this new balance of power and create a workplace culture that is suited to our modern needs? Well, here are a few predictions for what 2016 has in store:
- Workplaces will transform. It is already happening to some extent, but in the year ahead we can expect to see a further blurring of the borders between work and life as the ‘always on’ culture takes further hold. The topics of well-being and employee engagement will continue to dominate as businesses compete to attract and retain the best talent. First-generation cloud solutions have been typified by the mobile enablement of applications, functionality that is now pervasive. More advanced second-generation cloud solutions offer much greater focus on social collaboration, borrowing heavily from the way in which consumer-facing social media services facilitate sharing, cooperation, and team working. Embedding such tools within business processes, such as performance management reviews and social learning, resonates with more modern ways of working and will start to realize great benefits next year.
- Advanced data analytics will enter the HR mainstream. HR will play an increasingly strategic role as businesses seek any and all means to compete effectively and improve organizational performance. Executives favor a ‘facts based’ approach to decision making and HR teams need to ask themselves whether they have the right data to get the insights they need to create a strategic talent management strategy that will attract, retain, and develop high-quality employees. In 2016, businesses need to ensure they have the capabilities to understand what drives employee engagement, and what they should do to promote it. The adoption of big data analytics will gather pace.
- The cloud will extend beyond the confines of HR. Working in the profession, it is all too easy to take a blinkered view of HR and see what we do only in terms of the line of business we work in. By operating in such silos we run the risk of missing an opportunity to create more effective HR strategies capable of delivering on business objectives. In 2015, organizations started to look well beyond the HR function and consider the broader applications landscape and this will continue in 2016. The role of Platform as a Service (PaaS) will complement this trend and provide organizations with the ability to integrate all of their applications and data on an enterprise-wide cloud-based platform. This will give HR a better view of the entire organization and of how employees are operating within this environment. In other words, HR professionals in 2016 will have a better understanding of the workforce than ever before and be better placed to help line managers drive performance.
So these are my three key predictions for the year ahead. Interestingly, they are united by a common thread―digital transformation. Over the next 12 months it is clear that the innovative ways of working and business models enabled by digital technologies – not least the cloud – are going to create new industry winners and losers. HR will need to transform too to create a working culture that attracts the best talent and gives them the tools they need to be as productive as possible.
There we have it, Mystic Meg done and dusted for the year. Be sure, 2016 will be by no means easy – but it sure will be fun.
As one of the largest pay-TV providers in the United States, DISH was looking to leverage technology in new ways to enhance efficiency in its operations and improve the bottom line, while improving customer satisfaction. DISH decided a technology revamp was in order―upgrading many of its back-end systems, including its billing solution, and for the first time, deploying a complete field service management software solution.
This initiative went beyond driving operational efficiencies, to re-aligning the business focus. With over 14 million subscribers in all 50 U.S. states, DISH wanted to make sure that this technology transformation would have a deep, positive impact on the customer experience. In fact, one of the main reasons that DISH selected OFSC/TOA was because it was not just about increasing efficiencies to reduce operational cost, but also about personalizing the customer experience. With the OFSC/TOA solution, DISH automatically provides more precise appointment start times and proactively communicates appointment status updates via customers’ preferred communications channels.
DISH partnered with TOA, which has since been acquired by Oracle and is now known as Oracle Field Service Cloud (OFSC), to dramatically consolidate its field service operations, reducing back-office headcount and streamlining planning and field service operations management. The natively SaaS OFSC/TOA solution allowed the company to automate and optimize the management of its entire hybrid field workforce―both in-house and contracted resources, as well as partners―within one central solution providing advanced booking, capacity management, job assignment, routing and scheduling capabilities. Using OFSC/TOA’s unique patented, time-based and predictive solution, DISH was able to significantly boost operational efficiency and free up its back-office staff to focus primarily on managing exceptions. The company was also able to increase job completion rates, reduce drive time, and align the technology that DISH employees use to do their work with customers with the most state-of-the-art tools available today.
DISH’s field service management transformation with Oracle Field Service Cloud has resulted in significant improvements, both in terms of operational efficiency and customer satisfaction. Some of the key results achieved by DISH include:
- 15% increase in technician productivity
- 75% reduction in planning and dispatch staff
- 40% reduction in calls into the contact center asking, “Where’s my tech?”
- 55% reduction in technician overtime
- 10% reduction in miles driven
- Increased on-time arrival to 91%
At Oracle OpenWorld 2015, Join Erik Carlson, EVP of Operations at DISH, and Yuval Brisker, VP of Product Management for Oracle Field Service Cloud, discussed DISH’s journey with Oracle Field Sevice Cloud/TOA transforming field service operations. You can download the presentation from the session, titled Get Ahead: Transform Field Operations – DISH and Oracle Field Service Cloud.
Juan Angel Montalvo, CIO of Casas Javer, will talk about why they have chosen to implement Oracle HCM Cloud. To automate HR processes on a single platform, Javer acquired Recruiting, Onboarding and Learn (Oracle Taleo), and Goals Management, Performance Management, Compensation, and Talent Review (Fusion HCM Cloud).
Casas Javer is in the Engineering and Construction industry.
Register now to attend the live Forum on Wednesday, December 9, 2015, at 11:00 a.m. CST and learn more about Casas Javer’s experience with Oracle HCM Cloud.
Recognizing the value of service delivery as a competitive differentiator, Toshiba Medical Systems saw an opportunity to leverage the technology to completely transform this part of its business. The company has partnered with Oracle Service Cloud in an initiative to elevate customer experience while streamlining its service operations using its comprehensive solution suite.
“With Oracle Service Cloud we are taking the next step, entering a new era of customer service: delighting our customers with the support we provide and empowering our employees with state-of-the-art applications to do their work,” says Johan Lombaerts, Senior Manager Service, at Toshiba Medical Systems Europe. “In doing so, we strive to strengthen and streamline communication with customers, provide them the ability to choose their preferred communication channel and access self-service tools at their convenience. It is also our goal in this initiative to increase employee satisfaction for back-office staff and field engineers, and improve the accuracy of the data we collect in order to strengthen our analysis capabilities and continue improving.”
Toshiba Medical Systems Europe will deploy the Oracle Service Cloud’s contact center and Oracle policy automation solutions, along with Oracle Field Service Cloud. The company will leverage these solutions together in order to:
- Streamline communication with customers, routing incoming calls or incidents to 100 agents on the customer’s preferred channel, including phone, chat, SMS, email and an online portal
- Provide agents with the tools they need to easily determine a customer’s entitlements on their medical equipment
- Ensure that critical customer and asset data is shared with resources at every step of the service process – contact center representatives, dispatchers, field resources and even supervisors
- Improve response times when maintenance is required on assets in the field, reduce asset downtime and customer disruption
- Drive operational efficiencies in the maintenance and repair of its medical devices, improving field engineer productivity while reducing costs associated with travel and overtime
- Empower over 350 field engineers by providing them with access to relevant knowledge and peer-to-peer collaboration tools in the field via their mobile devices
- Improve accuracy of the data collected in the field and ensure that it gets recorded and shared across the organization properly
By deploying Oracle Service Cloud cross-channel contact center, policy automation and field service management solutions, Toshiba Medical Systems Europe will completely transform the entire service process – from the time a customer calls into the contact center to report an issue to service fulfillment and data capture in the field, all the way to customer feedback. Toshiba’s customers will have a more positive experience thanks to streamlined communication and more personalized service, and face less disruption in their day-to-day operations due to Toshiba’s ability to respond quickly and resolve issues faster. For Toshiba, more efficient processes, increased engineer productivity and customer satisfaction will translate into a major improvement in the bottom line and drive revenue.
To learn more about Oracle Service Cloud and Oracle Field Service Cloud solutions, and the value they provide to customers across the globe, visit https://www.oracle.com/applications/customer-experience/service/index.html.
About Toshiba Medical Systems Europe
With headquarters in Zoetermeer, The Netherlands, Toshiba Medical Systems Europe (TMSE) markets, sells, distributes and services radiology and cardiovascular systems, including CT, MR, ultrasound, X-ray and cardiovascular equipment, and coordinates clinical diagnostic imaging research for all modalities in Europe. For more information, visit the TMSE website at http://toshiba-medical.eu.
About Toshiba Medical Systems Corporation
Toshiba Medical Systems Corporation is a leading worldwide provider of medical diagnostic imaging systems and comprehensive medical solutions, such as CT, X-ray and vascular, ultrasound, nuclear medicine and MRI systems, as well as information systems for medical institutions. Toshiba Medical Systems Corporation has been providing medical products for over 80 years. Toshiba Medical Systems Corporation is a wholly owned subsidiary of Toshiba. Visit Toshiba Medical Systems Corporation’s website at http://www.toshibamedicalsystems.com.
Join us for an Oracle HCM Cloud Customer Forum on Wednesday, December 9, 2015, at 9:00 a.m. PDT.
Hubert Winter, Managing Director from BlackRock, will talk about how, in an effort to improve operational efficiency by eliminating manual processes and increasing transparency for managers, BlackRock decided to modernize its current corporate applications landscape.
In a first step, the company migrated its HR system from Oracle E-Business Suite to Oracle HCM Cloud, including Core HR, Compensation, Absence Management, and HR Analytics.In this call, Winter will discuss the business value BlackRock gained and what its next steps are as it continues its transformation.
During this Customer Forum call, Linda Fishman, Senior Director, Oracle HCM Cloud, will speak with Winter about the selection process for new HR software, the implementation experience with Oracle HCM Cloud, and the expectations and benefits of the new modern HR system.
BlackRock is the leading global asset manager, serving many of the world's largest companies, pension funds, foundations, and public institutions as well as millions of people from all walks of life. BlackRock has 13,000 employees in more than 30 countries around the world.
Register now to attend the live Forum on Wednesday, December 9, 2015, at 9:00 a.m. PDT and learn more about BlackRock's experience with Oracle HCM Cloud.
Join us for another Oracle Customer Reference Forum on November 18, 2015. Scott Busch, Vice President of HR at Samuel, Son & Co., will explain the company's need for a massive HR transformation. It wanted to overhaul its processes starting with Core HR, Payroll, and Absence Management. That would be followed with Recruiting, Onboarding, Performance, Talent, Time and Labor and Learning Management. Samuel, Son & Co. wanted to provide its employees with a single source solution so that its HR operations could become more strategic.
Samuel, Son & Co., Limited operates over 100 metals service centers and metals manufacturing facilities worldwide. It is North America's fourth largest processor and distributor of carbon steel, stainless steel, and aluminum.
Register now to attend the live Forum on Wednesday, November 18, 2015, at 12:00 p.m. ET and learn more about Samuel, Son & Co’s experience with Oracle HCM Cloud.
This combination enables manufacturers to operate their supply chain in a modern cloud environment across all their key business processes. See the press release.
There is no better way for customers to learn more about these solutions than for them to attend the Modern Supply Chain Experience in San Jose, CA, January 25-27, 2016. This fourth annual event was previously known as the Value Chain Summit. It will be bigger and more exciting than ever. Register now!
Join us for another Oracle Customer Reference Forum on November 17, 2015 at 9:00 a.m. PDT. Tyler Chapman, VP of Finance and Controller of Lumosity will explain how Oracle ERP Cloud is helping this innovative company scale and expand globally. It is also helping to provide management insightful decision-making data and advance the finance organization as a strategic business partner.
Chapman will share his views on the best time to invest in a new ERP system and how to take advantage of Oracle ERP Cloud’s embedded best practices. He will put this into the context of Lumosity’s goals to leverage Oracle’s fully integrated ecosystem, including HCM.
Register to attend the live Forum on Tuesday, November 17, 2015 at 9:00 a.m. PDT and learn more about Lumosity’s experience with Oracle ERP Cloud.