Automotive | Oracle Service Cloud

Automotive | Oracle Service Cloud

About the Client

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

The Objectives – Digital Transformation Process

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

  • Cloud Migration
  • Digitalization
  • Reduce Expenses
  • Increase Customer Satisfaction

SoftClouds – From Evolution to Implementation

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 and automated the business process of Product Registration, Claims, Logs, Chat & Email Support, Knowledge Management, and many more
  • Setup dashboards for easier access and implemented 360-degree customer view for better customer experience
  • Implemented Warranty Management & Customer Care

Platforms/Tech used

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 to 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 and customer
  • Reduced cost of service and increased customer satisfaction
  • Better response rate to customer tickets / chats and emails
  • Management gets a 360 view of the customer clearly
  • Web-based user experience that helped employees and customers with a next generation customer experience
  • Downloadable Recall Letter Generation
  • Contact Data De-Duplication helped Target the Right Customers

Results/Metrics

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 and 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
  • Registered Vehicles – 37% increase in 2020 & 15% increase in 2021

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

- Raghavendra Uniche, Project Manager, SoftClouds LLC