SRM Customer Success Stories December 9, 2013 Table of Contents Industry Consumer Goods Customer Name Treasury Wine Estates Media & Entertainment NBC Sports Travel & Transportation Southwest Airlines Consumer Goods: Treasury Wine Estates Live A global wine company with a leading international portfolio of new world wines. The company is the world’s largest pure-play listed wine company with over 80 brands, including: Penfolds, Beringer, Lindeman’s, Rosemount Estate and Wolf Blass. Challenge Company wanted to establish a social presence, develop a social strategy, engage in social listening and create best-in-class content Solution Oracle CX Cloud: • Oracle SRM then wanted to scale social across Successfully launched a social presence and social strategy for Penfolds. Scaled social strategy and • Oracle Eloqua for the wine industry for one of the key “foundation brands”. Company Result • Oracle Commerce deliverables across multiple brands. (IN PROGRESS) Connected web commerce with social. (IN PROGRESS) all 80 brands, and connect web Connected email marketing REMOVE THIS BANNER BEFORE USING: commerce and marketing with social and launched This customer slide is APPROVED for external use marketing automation linked automation with social. to social. (IN PROGRESS) Media & Entertainment: NBC Sports Live Cable sports network and sports network portfolio brand in the United States. NBC Sports and its portfolio of brands offer in-depth coverage of Sunday Night Football, NHL on NBC, the Olympic Games, Golf Channel, Alli Sports, F1 racing, Tour de France, Premier League Soccer, and more. Challenge Solution NBC Sports needed a Oracle CX Cloud: comprehensive social • Oracle Social Cloud with management platform that services would provide deep strategic engagement and deliver full community management for properties. It also wanted guidance on REMOVE THIS BANNER BEFORE USING: social business This customer slide is APPROVED for external use organization, resourcing, and execution. Result Powerful increase in engagement and interactions on portfolio of properties to lead competitive set every month Created streamlined social business practices to govern and organize Travel: Southwest Airlines Southwest Airlines continues to differentiate itself from other carriers with exemplary Customer Service delivered by 46,000 Employees to +100 million Customers each year in 96 destinations. Challenge Solution Oracle CX: After overhauling its highly regarded loyalty program to • Oracle Marketing deliver new benefits to • Oracle Service travelers, this Company now • Oracle Social Cloud wants to integrate its social • Siebel Loyalty community member s with their Loyalty Program profiles, thus enhancing the Customer Experience and REMOVE THIS BANNER BEFORE USING: Customer Service aspect of This customer slide is APPROVED for external use their business through social. Result Experienced significant increase in loyalty members both via traditional and social marketing channels. Improved Customer Engagement and Experience. Enhanced line of defense and routing for Customer Service escalations.