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Speridian’s consumer lifestyle solution focusing on B2C business helped the leading air conditioner provider in Philippines to adopt and adapt to the ever-changing environment. This Oracle Cloud CX implementation has Oracle Service Cloud, Oracle Field Service Cloud and Oracle Integration Cloud Service. These components helped to achieve:

  • Activity Booking through Field Service Application
  • Access to Knowledge base for easy reference
  • Real time update and monitoring of regular activities
  • 360 view of Customer
  • Partner On boarding and Service Request Management
  • Warranty management & Part Order

Key Challenges:

  • No visibility on Business Partners.
  • Overall service management was handled manually more of Paper based system.
  • Out of warranty products were handled by Business Partners.
  • Routing of jobs were performed by Business Partners manually.
  • No real–time information on which resource is handling which job.

Benefits:

  • Paperless and hassle free asset and service management.
  • All stakeholders under an umbrella of a centralized system.
  • Out of warranty parts managed by CIC – helps in tracking.
  • Efficient data capture mechanism & automated job routing and assignments.
  • Reduces workforce in contact centre agents as self-service is enabled.
  • Mobile app for Product Consultants to perform their daily activities.
  • Integrated system where data flows seamlessly.
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