Communications | Oracle Service Cloud

Communications | Oracle Service Cloud

About the Client

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  • Outdated CRM application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 / inhouse applications
  • Challenge to get unified solution for Knowledgebase & Agent Support
  • Lack of deeper awareness of customer interaction – both Internal and External (Feedback & Analytics)
  • Effective Omnichannel experience

SoftClouds – From Evolution to Implementation

The architects at SoftClouds implemented Oracle Service Cloud to better the business process of the client and with the following primary steps,

  • Implemented, Enabled and Personalized Oracle Service Cloud to Track and support for efficient customer service across multiple languages and localizations
  • Enabled service automation with customer Self-Service with integrated Knowledgebase, Live Chat, Phone & Email
  • Improved UI/UX for both Internal agents and End customers to increase customer loyalty and experience with quick turnaround time
  • Enabled Co-Browse & Chatbot modules to avail the better & effective self-service
  • Dynamic Account management setup to manage all different types of customer business use cases including Partners & Distributors
  • Integrated solution to manage Sales (SFDC), Inhouse Data Warehouse system and client’s Contact Center solution

Key Benefits Achieved

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 and time
  • Improved Customer 360 helped Increase Customer CSAT score & FCRR
  • Enhanced opportunities Up Sell & Cross Sell with sync SFDC account management
  • Graphical data visualization with integrated data points have made it easy for Agents daily activities with Advanced BUI
  • Unified Survey modules helped in getting better insights in customer response and follow up action
  • Branded Customer Portals and Knowledge articles to support client Partners & Distributors

We were able to develop 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