Customer Service Management Solution for a leading Telecom Company

A leading Telecom provider in Cambodia was looking for an integrated customer service management solution to automate Customer Support and IT Help Desk Operations. Speridian implemented Oracle Service Cloud CRM to meet the requirements of this customer. This integrated customer service management solution helped the customer to

• Have Role-based, Dynamic and Unified Customer view
  • Manage different channels for customer enquiries & complaints at one place
  • Reduce Contact Agents response and resolution time
  • Have integrated platform in place for Customer support and IT Helpdesk

Key Challenges:

• Customer Database stored in different applications
• Ticket handling categories are defined and tracked separately by different departments
• Submission of Complaint / Enquire involved too many steps  – requires multiple clicks
• Knowledge management done in excel sheets

Benefits:

• Omni Channel support and response to customer enquiries in 2 Clicks
• Cloud based secured data handling and storage
• Easy access of customer data in one screen – Customer 360 view
• Access to Centralised Knowledge Management repository for faster resolution
• SLA and Escalation in place for better control
• Customer Surveys to gather feedbacks
• Trend and Analytical Reports for Management review