
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- Outdated customer portal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- Outdated security & access control system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- Personalized the outdated customer portal with user & role specific enhancements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