Telecom | Oracle Service Cloud

Background

The client is a global leader in communications helping millions of businesses connect better – through voice, video conferencing, chat, contact center, business email and productivity, file sharing and backup, security, archiving, and more – from everywhere and anytime.

Challenges

The client wanted to improve their business process due to some challenges like:

  • Outdated CRM application
  • Inefficiency in their business process flow
  • Data imparity due to multiple 3rd party/in-house applications
  • Challenge to get unified solution for agent support
  • Lack of deeper awareness of customer interaction for feedback & analytics
  • Ineffective omni-channel experience

SoftClouds

The architects at SoftClouds implemented Oracle Service Cloud (OSvC) to better the business process of the client with the following primary steps:

  • Implemented, enabled & personalized OSvC to track & support efficient customer service across multiple languages & localizations
  • Enabled service automation with customer self-service – integrated live chat, phone & email
  • Improved UI/UX for agents & customers to improve CX with a quick turnaround time
  • Enabled co-browse & chatbot modules for better & effective self-service
  • Dynamic account management setup for all use cases including partners & distributors
  • Integrated solution to manage sales, in-house data warehouse system & contact center solution

Outcomes

These were the benefits acquired by our client after the specialists at SoftClouds implemented the inventive solution:

  • Systematized & optimized business process automation for reduced cost & time
  • Improved Customer 360 helped increase customer CSAT score & FCRR
  • Enhanced opportunities for upsell & cross sell with synched account management
  • Graphical data visualization with integrated data points improved agents daily activities with advanced BUI
  • Unified survey modules provide better insights in customer responses & follow-up actions
  • Branded customer portals & knowledge articles support partners & distributors

We developed a solution that met business demands while providing a scalable, resilient, and feature rich platform by working directly with IT, key leadership, and business end users. The client, a communication industry leader and multiple-year holder of the JD Power Technical Support Certification, required a solution that provided a valuable user experience while allowing agents and those providing technical support to operate efficiently. SoftClouds offered that solution in collaboration with the client, transforming their business, enabling increased customer service levels, and laying the groundwork for future use of the technology

- David Vindiola, PMO Lead

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