SoftClouds

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Outdated CRM application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

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