Automotive | Oracle Service Cloud

Background

An international power vehicles manufacturer operating in multiple countries across the world with over $14 billion in revenue. They deal with power vehicle products like motorbikes, watercraft, ATVs, all-terrain vehicles, cruisers, etc.

Challenges

Prior to the digital transformation, these were the challenges faced by the international power vehicles manufacturer:

Creating, monitoring, & tracking any process was complex due to old mainframe system
Lack of proper warranty management
Difficulty in generation of customized reports
Old & stale data that was dated over 50 years

Solutions

Based on the challenges – the client had the following primary objectives for Digital Transformation:

Cloud Migration
Digitalization
Reduce Expenses
Increase Customer Satisfaction

SoftClouds

The architects at SoftClouds followed the below steps for digital transformation:

Effectively migrated data & process from their old mainframe system to Oracle Service Cloud
Streamlined & automated the business process of product registration, claims, logs, chat & email support, knowledge management, etc
Setup dashboards for easier access & implemented 360-degree customer view for better customer experience
Implemented warranty management & customer care

Technology

As with any digital transformation, the innovative solution by SoftClouds used a set of platforms that included:

Oracle Service Cloud
Amazon Web Services Cloud
Integration with multiple external systems

Advantages

After the implementation of the creative solution by the experts at SoftClouds, these were the advantages gained by our client:

Improved usability meeting the needs of the modern employee & customer
Reduced cost of service & increased customer satisfaction
Better response rate to customer tickets/chats & emails
Management gets a 360 view of the customer clearly
Web-based user experience that helped employees & customers with a next-generation customer experience
Downloadable recall letter generation
Contact data de-duplication helped target the right customers

Outcomes

The results of the innovation digital transformation were tremendous. Here are some of the outstanding results:

80% efficiency in creation of repair campaigns
50% faster in handling knowledge content for dealers & customers 60% more efficient in email management
50% reduction in application maintenance & support
20% more efficient in handling claims auto approval
30% improvement in productivity of managers for report generation
30% more efficient in handling warranty cancellations
25% productivity improvement for welcome letter dispatch team
37% increase in registered vehicles for 2020 – 15% increase in 2021

This project was a complete team effort from all the partners involved! It was an extremely successful implementation, & we were able to revolutionize their operations.