Elsevier is a global information solutions and publications provider we operate in the area of health science technology and medicine and we have 7500 people globally across 30 different countries because we serve more than 10 million researchers and health practitioners globally and they come through our various channels for support. It is quite important that our systems are stable and always available but help is needed. The way the business has changed for us is that customers are expecting more we can no longer simply be reactive and respond to customer questions. We have to go a step. Further and know who these customers are know. Their unique situations there are access environment and provide the right answers so the Oracle Service Cloud is a key tool for our service agents to use in order to serve our customers to respond very quickly but also using the voice of the customer to improve experience also to improve the products for future Oracle Service Cloud plays a key role because it does integrate the customer journey from all of our websites through to online help and through to services so that connection can only be built through tools like the Oracle Service Cloud in 2009 we started with 200 users for one of our service teams and today we have up to 750 users globally and the most recent implementation took place in January 2014 where we moved 75 customer service reps from Siebel called call tracking the Oracle Service Cloud and this was done in a very agile way and it only took three months from planning to the completion of deployment. The biggest benefit was to create a consistent experience across all of our support teams also it was this optimized customer journey from the websites to online help where a knowledge base sits and the analytics and report to be able to really dig into the voice of the customer enabled us to drive continuous improvement. It also empowered our service agents so that they can make suggestions rather than just follow instructions coming from the headquarters we are achieving about 35% query deflection when customers come from our websites to our online help.

So it's quite easy to convert that into you know financial savings because you know each query and it costs a couple of dollars to resolve and if you multiply that by thousand to hundreds of thousands of queries you know that's already a savings achieved by using Oracle Service Cloud Y Oracle cloud I think it's a natural progression from on-premise solutions to to the cloud. It's very fast agile. And it's also easy because in many cases IT involvement is far less than on-premise solutions.