COMPANY

An online shopping & department store chain with over 300 combined stores

COUNTRY

Australia

INDUSTRY

Retail

Know this Customer
PRODUCTS OR SERVICES

Service Cloud

This customer is an online shopping & department store chain with over 300 combined stores. The retail chain wanted to implement a centralized customer contact database to expand its communication channel. It also wanted to gain a consolidated view of customer information from all communication pathways, including the call center, social media, email and web self-service.

Challenge

  • A 5-day time line to Australian Privacy Principles’ (APP) 2014 regulatory compliance and introducing a system of 13 Australian Privacy Principles that impact on the collection and handling of personal information
  • Enable customer care teams to accelerate response time to customer queries by replacing manual e-mail service & redundant data entry with a centralized customer contact database
  • Implement a systematic tool that categorizes customer query types and allocates to appropriate trained staff members to improve productivity and enhance service quality
  • Gain real-time customer insight to improve customer experience and support growth for customer base
  • Develop, track and analyze all communication pathways, including the call center, social media, email and web self-service multichannel

Solution

The client chose Oracle® RightNow as it was the perfect solution to have a consolidated view of customer information and gain the ability to provide better service and improve customer experience.

Implementation Process

CRMIT Solutions implemented Oracle RightNow Knowledge Cloud Service in less than 5 days. The Fixed Scope Offering from CRMIT Solutions is specifically designed to provide a fast track implementation of Oracle RightNow CX Cloud Service with minimum risk and maximum ROI.

  • Base Application Setup - Setting up the base application to support current and future processes
  • Email Integration - Automatic case creation based on emails, routing to the right team members, and single point for all communication history
  • Social Integration - Ability to retrieve and respond to social channels within the RightNow application itself
  • Workflow management - Ability to share requests (e.g. gift cards, credit vouchers) to internal departments and track them through various approval stages untill the request is fulfilled
  • Reports & Dashboards

Benefits

  • Improved agent consistency in responses across multiple channels, including e-mail, Web, phone, and social, with agent access to a central knowledge repository—improving customer satisfaction
  • Automatically assign customer queries to the appropriate contact center agents
  • Provide access to all communication channels in a single record with one click, rather than arduously recording information

Customer Success Stories

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Entertainment Group manages Service Requests using Service Cloud

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