Financial | Oracle Service Cloud

Background

The client is a member-owned, not-for-profit, full-service financial institution regulated by the National Credit Union Administration (NCUA). Their focus is on guiding its members towards financial success and operate a network of credit unions and ATMs across the West.

Challenges

  • No proper system to maintain
  • Inefficient customer service management
  • Outdated customer portal
  • Unorganized documentation
  • Outdated security & access control system
  • No defined process to manage custom business functionality
  • Lack of user adoption due to slow site speed & poor design

SoftClouds

SoftClouds analyzed the issues and implemented Oracle Service Cloud (OSvC) & Knowledge Advanced (OKA). This immediately improved their business processes and knowledge management whose highlights were:

  • Evaluated the needs leveraging years of product knowledge & industry expertise
  • Lead an effective project cadence while remaining adaptable with strong communication
  • Designed accurate & efficient search mechanism increasing found answers & user adoption
  • Personalized the outdated customer portal with user & role specific enhancements
  • Setup SLAs for incidents & implemented advance authoring workflows
  • Enabled notifications for user feedback on knowledge articles
  • Deployed custom integrations that are unique to the client & its business needs
  • Embedded content management in the customer portal creating a unified source of knowledge

Testimonial

This implementation helped take a need and turn it into something everyone at the company and our team could be proud of. There was information in multiple locations/sources with multiple accounts with an unfriendly UI. What they have now makes everyone’s lives easier with a single sign-on you’re able to access all of the content available and specific to your user and role. I’m glad to know that not only will the experience of the employees using the knowledge base be improved but also all of their customers too.

 – Tanushree Gupta, PMO Lead
 
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