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