Oracle Retail Customer Management and Segmentation Foundation Cloud Service

Oracle Retail Customer Engagement Cloud Services is a suite of

integrated cloud services designed to drive incremental revenue and

profitability for today’s retail enterprise. The modules in the suite

empower the user to: build customer loyalty, increase average spend,

and drive repeat purchases. Further, the integrated modules each

deliver strategic insights to focus investments on high potential

customer segments and better inform decision-making in key areas of

merchandising and operations.

PERSONALIZING THE CUSTOMER EXPERIENCE

The retail shopping experience is greatly enhanced when it feels personalized and

relevant to customers. Oracle Retail Customer Management and Segmentation

Foundation Cloud Service address the challenges retailers face in implementing a

truly customer-centric business strategy. Oracle Retail Customer Management and

Segmentation Foundation Cloud Service break down data ‘silos’ that exist in the retail

organization. Its extensive set of web services and scalable architecture makes it a

perfect platform to connect customer and associate-facing applications in real-time.

The result is a solid foundation to ‘speak’ with one voice to customers, however, and

wherever they interact with retailers.

DATA INTEGRITY IS CRITICAL

There are particular challenges for retailers in the area of data capture, especially if,

as is the norm, the majority of their customer data is collected in-store through a

Point of Service system. Oracle Retail Customer Management and Segmentation

Foundation Cloud Service have a series of tools to address these problems. The

duplicate search and consolidation feature automatically combines data across

multiple instances of the same customer profile so that retailers get an accurate

representation of that customer’s purchases. Import procedures interrogate contact

fields like phone and email on import and check if they are properly formatted. The

system can also automatically assemble multiple cohabitating individuals into a

‘household.’

CONTROL INFORMATION ACCESS TO MAINTAIN

FOCUS

If a retail concept requires highly trained professional sales associates with a ‘book of

business,’ it is important to have systems that respect the relationship between an

associate and ‘his/her’ customers. The associate assignment feature takes an

automated approach to identify and maintaining customer lists for named sales

associates while at the same time allowing for management to make adjustments in

the field. Once established, this relationship is leveraged by the data access layer.

Key Benefits

• Delivers superior shopping

experiences by presenting a

single 360-degree view of

customer attributes in real-

time for all touchpoints across

the enterprise

• Increases ROI by better

aligning strategic investments

with high potential customer

segments

• Improves strategic decision

making with more accurate

and comprehensive customer

data

• Elevates customer service

levels with event-triggered

task management

• Identifies profitable customer

segments and opportunities

for growth

• Defines and tracks key

performance metrics

• Lowers total cost of ownership

with cloud deployment and

SaaS pricing

1 DATASHEET | Oracle Retail Customer Management and Segmentation Foundation Cloud Service | Version 1.00

Copyright © 2020, Oracle and/or its affiliates

This keeps associates focused on their assigned customers, not others’, ensuring

consistent customer communication, and overall accountability.

EMPOWER ASSOCIATES TO DELIVER SUPERIOR

CUSTOMER SERVICE

Superior customer service is about more than simply responding to customer needs;

it means anticipating them as well. The platform delivers a configurable event-

triggered ‘task generator.’ With a few clicks, management defines business rules that

identify customer sales and service opportunities and then ‘alert’ the associate to

take action. The distribution and feedback mechanisms help to monitor the program

and keep it on track.

SEGMENT MANAGEMENT MADE EASY

Implementing a customer segmentation strategy need not be a complex and

difficult task. Oracle Retail Customer Management and Segmentation Foundation

Cloud Service include a set of powerful segmentation tools designed for business

users (not for IT) to help them explore the data, glean strategic insights, and then

exploit areas of opportunity. Segment management provides pre-defined segment

‘templates’ that tap into the wealth of customer data and help to quickly identify the

customer groups that drive profitability for the business. The stratification feature

enables retailers to ‘get beyond the averages’ to align investments with

opportunities. Once defined, a segmentation strategy can be implemented across

integrated systems with automation and integration using batch and/or real-time

interfaces.

PROVEN RETURN ON INVESTMENT

Oracle Retail Customer Engagement Cloud Services is hosted in the Oracle Cloud

and acquired exclusively through a subscription service (SaaS) model. This shifts

funding from a potential capital investment in software and IT infrastructure to an

operational expense. For one monthly fee, the retailer’s business will benefit from

world-class capabilities that drive marketing, service, and operations to meet and

exceed customer expectations. From an IT perspective, the Oracle Cloud team takes

on the burden and responsibility of providing retailers with the highest levels of

system availability, scalability, performance, and data security. Included in the

service are continuous technical support, access to valuable software feature

enhancements, hardware upgrades, and disaster recovery. Lastly, retailers will have

peace of mind knowing that their data is managed and protected by Oracle, the

company that leads the world in database technology.

For more information about Oracle Retail Customer Management and Segmentation

Foundation Cloud Service, please visit oracle.com/retail or email

oneretailvoice_ww@oracle.com to speak with an Oracle representative.

Key Features

• A flexible framework for

capturing, organizing, and

analyzing customer information

and purchase behavior

• Duplicate search and

consolidation feature to

maintain accurate customer

profiles

• Highly configurable, user-

friendly segmentation tools to

define, analyze, and target

customers who share common

characteristics

• Data validation rules to improve

data quality.

• An extensible data

model for managing a

wide array of customer-

specific data

• Wish list and ‘virtual closet’ hold

items of interest and highlight

purchased items

• Full-featured gift registry to

deliver service and exploit

marketing opportunities related

to gift-giving events

• An extensive set of web

services to support real-time

integration with 3rd party

systems

CONNECT WITH US

Call +1.800.ORACLE1, visit oracle.com/retail or email oneretailvoice_ww@oracle.com.

Outside North America, find your local office at oracle.com/contact

blogs.oracle.com/retail/ facebook.com/oracleretail twitter.com/oracleretail

Copyright © 2020, Oracle and/or its affiliates. All rights reserved. This document is provided for information purposes only, and the contents hereof are subject to change without

notice. This document is not warranted to be error-free, nor subject to any other warranties or conditions, whether expressed orally or implied in law, including implied warranties

and conditions of merchantability or fitness for a particular purpose. We specifically disclaim any liability with respect to this document, and no contractual obligations are formed

either directly or indirectly by this document. This document may not be reproduced or transmitted in any form or by any means, electronic or mechanical, for any purpose,

without our prior written permission.

Oracle and Java are registered trademarks of Oracle and/or its affiliates. Other names may be trademarks of their respective owners

mailto:oneretailvoice_ww@oracle.com mailto:oneretailvoice_ww@oracle.com mailto:oneretailvoice_ww@oracle.com mailto:oneretailvoice_ww@oracle.com