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Equifax Customer Journey

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by

Leta Virant

on 7 March 2014

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Transcript of Equifax Customer Journey

Oracle email Management
Sees news about Target's credit card breach
"I hope my credit is safe!"
A Customer Journey
Sees news about Target's credit card security breach.
Receives email from Equifax promoting fraud protection
Searches for monitoring services online
Finds options for fraud alerts
Fills out Equifax's form online for more info on monitoring services
Tweets question to @Equifax regarding fraud monitoring
Is responded to within minutes via Twitter
Is given contact information for follow-up
Describes her objective to agent
Agent presents her with personalized offer
Receives email from Equifax offering fraud monitoring services
Fills out Equifax's form online for more info on monitoring services.
"I hope they can help!"
Searches online for monitoring services
Sees options for fraud alerts
"Great news!"
SEM
"Wow! That was fast!"
Selects new service and signs up with agent
Shares her experience on FB and Twitter
Answers questions on site to determine services match
Answers questions online to determine service match
"Well...this is easy"
Big Machines
Is responded to within minutes viaTwitter
Is given contact information for follow-up
Customer Service
Calls into call center and explains objective to the agent
"Sounds like the right match for me!"
Oracle Real Time Decisions
Agent presents her with personalized offer
Selects service and signs up with agent
"Thanks! I'm happy I called!"
Eloqua Lead
Capture

Product Hub
Customer Hub
Product Hub
Shares her experience on FB and Twitter
Great experience with Equifax. #LoyalForever!
Equifax monitors all this and more on their CX Dashboard
Equifax monitors all this and more on their CX Dashboard
Oracle Business Intelligence
Data Quality
Customer Hub
Product Hub

Tweets question to @Equifax asking about fraud monitoring.
Transforming Your Customers' Experiences
Siebel Order Management
Downloads Equifax mobile app to her iphone
Downloads Equifax mobile app on iPhone to check credit anytime, anywhere
"Now I'm always up to date on my credit."
Return tweet: Thanks for the loyalty!

Oracle email Management
A Customer Journey
Sees news about Target's credit card security breach.
Receives email from Equifax promoting fraud protection
Searches for monitoring services online
Finds options for fraud alerts
Fills out Equifax's form online for more info on monitoring services
Tweets question to @Equifax regarding fraud monitoring
Is responded to within minutes via Twitter
Is given contact information for follow-up
Describes her objective to agent
Agent presents her with personalized offer
Receives email from Equifax offering fraud monitoring services
Fills out Equifax's form online for more info on monitoring services.
"I hope they can help!"
Searches for monitoring services
Sees options for fraud alerts
"Great news!"
SEM
"Wow! That was fast!"
Selects new service and signs up with agent
Shares her experience on FB and Twitter
Answers questions on site to determine services match
Answers questions online to determine service match
"Well...this is easy"
Oracle Policy Automation & Big Machines
Is responded to within minutes viaTwitter
Is given contact information for follow-up
Customer Service
Calls into call center and explains objective to the agent
"Sounds like the right match for me!"
Oracle Real Time Decisions
Agent presents her with personalized offer
Selects service and signs up with agent
"Thanks! I'm happy I called!"
Eloqua Lead
Capture

Product Hub
Customer Hub
Product Hub
Shares her experience on FB and Twitter
Great experience with Equifax. #LoyalForever!
Equifax monitors all this and more on their CX Dashboard
Equifax monitors all this and more on their CX Dashboard
Oracle Business Intelligence
Data Quality
Customer Hub
Product Hub
Tweets question to @Equifax asking about fraud monitoring.
Siebel Order Management
Sees news about Target's credit card breach
"I hope my credit is safe!"
Downloads Equifax mobile app to her iphone
Downloads Equifax mobile app on iPhone to check credit anytime, anywhere
"Now I'm always up to date on my credit."
Return tweet: Thanks for the loyalty!
Jim: Marketing
Monitors Social, Segments Prospects, Creates Campaigns, Manages Customer Surveys
Equifax Employee Journey
Sees friend's FB post about lowering Mobile phone bill
Logs into his account on mobile provider's website
Reviews bill and mobile plan
Searches for mobile plans
Sees new, better mobile plans
Calls agent to make plan changes
Is addressed by name by agent
Is thanked by agent for 5 years of loyalty
Describes his objective to agent
Agent presents him with personalized offer
Listens and Monitors Social Media for Leads
Segments Customers, Creates Campaigns, Qualifies Prospects
Eloqua Marketing & Business Intelligence
Eloqua Marketing
Oracle Social Network
"I'm more efficient and productive!"
Selects new plan and signs up with agent
Shares his experience on FB and Twitter
Answers questions on site to determine eligibility/plan match
Converts leads from Marketing, Creates Opportunities, Builds Pipeline
"Well...this is easy"
Oracle Sales Cloud
Collaborates with team members, Creates Quotes,
Big Machines
Selects plan and signs up with agent
"Thanks! I'm psyched I called!"
Business Intelligence
CRM
Desktop
Customer Hub
Product Hub
Shares her experience on FB and Twitter
Great experience with mobile co. #LoyalForever!
And mobile co. monitors all this and more on their CX Dashboard
And mobile co. monitors all this and more on their CX Dashboard
Oracle Business Intelligence
Ent. Data Quality
Customer Hub
Product Hub
Has access to all her information, any time, anywhere
Siebel Order Management
Julie: Sales
Manages Customers, Converts Leads, Creates Opportunities, Builds Pipeline, Collaborates with teams, Creates Quotes, Closes Business
Siebel, CRM on Demand, & Sales Cloud
Builds Pipeline,
Closes Business
Joyce: Service
Chats online, Answers Questions via phone & email, Searches KB
Siebel & RightNow
Siebel Call Center
"I'm more efficient and productive!"
Recommends Products, Up-sell/Cross-Sells, Responds to Social questions
RightNow
Builds Pipeline,
Closes Business
Full transcript