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Customer Experience enhancement through Oracle CRM solution

One of India’s premium customer service companies for personal devices and small and large home appliances chosen Speridian as its CRM implementation partner to achieve its strategic goal of improved customer experience. CRM solution build on Oracle Service Cloud helped the organization to develop efficient and effective customer service and customer engagement with the provision of strategic and business intelligence information.

Some of the features of the solutions are:

  • CTI, SMS gateway integration
    • 2-way integration with client system
    • Workflow execution for different stages
    • SMS and email integration to send SMS and email to customer at different stages
    • Customer 360 view
    • Finding possible sales opportunity from the customer quires
    • Auto activity/task creations
    • Gift card integration of from different third party GV vendors
    • Different logistics like FedEx, E-kart, click post integration with the system for delivery and on time tracking of different stages

Key Challenges:

  • Customer and their service request were in different system
  • No holistic view the customer information and their no scope of enhancements
  • Regulatory issues for Customer data and service request data stored
  • Security issues for Customer Data and service request data

Benefits:

  • Highly secured data with an on time tracking system
  • Automation of different operations which reduces effort and time
  • Single system to manage the entire Service request stages
  • Two way on time integration with client server for tracking
  • Gift card integration for one of the replacement stages & CTI integration.
  • Customer information and their service request view in a single page
  • Handling and segregation of service request from different channel
  • Logistics integration and tracking
  • SMS integration and email functionality
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