COMPANY

A reputed consulting firm with Global Operations intended to handle their Data Collection Process internally with an interface for their Data collection team to perform daily data collection and monitor data quality

COUNTRY

Australia

INDUSTRY

Education & Research

Know this Customer
PRODUCTS OR SERVICES

Service Cloud

A reputed consulting firm with Global Operations intended to handle their Data Collection Process internally with an interface for their Data collection team to perform daily data collection and monitor data quality. They also needed the purged data to be available in their Service system which is used by the consultants to deal with end customers.

Challenge

  • Development of a Data Collection Tool that captures core business entities
  • Processes related to Customer On boarding, Data Refresh and Data Collection
  • Quality Mechanisms and Checks
  • Operational Analysis to measure effectiveness and performance

Solution

CRMIT proposed a solution Called Oracle Service Cloud to modernize the existing training materials of the customer using its experience, training thousands of executives on CRM tools and technologies. Where they were offered to create a set of modules to promote self-learning at a pace the counselors are comfortable. That enabled them to select the course(s) interested, and work at it, while focusing on their regular responsibilities. Courses were made interactive so that it can be learnt by anyone without the need of an instructor. This combined with an automated test mechanism which ensures people learn the topics in the expected manner via different Channels.

Benefits

  • Improved customer experience as Consultants are able to provide relevant, accurate & complete information.
  • Better Data Quality with de-duplication checks both from the UI during data entry and at the backend combined with Quality Assurance processes.
  • Increased productivity of Data Collectors with an easy to use Portal that is intuitive and processes that simplify entry of correct data.

Customer Success Stories

Retail Chain implements Incident Management with Service Cloud to address customer effectively

Travel Management Company implements Service Cloud to redefine Passenger Experience

Multinational Bank enables Merchant Banking Support with Service Cloud to manage their customers effectively

Global University improves Mobile Experience by migrating to RightNow (Service Cloud) Customer Portal

Airliner enables WCAG 2.0 AAA Compliance with RightNow Service Cloud Customer Portal Migration

RightNow Service Cloud Contact Center Experience improves first resolution time for Global BPO

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