The Solution uses Oracle CX (Oracle Engagement Cloud, Marketing Cloud and OPA) Cloud’s agility and advanced features which can make the Business flow user friendly both in Marketing and CRM perspective. By using the solution we have implemented multiple Process Flow based on different Business Units and Auto Creation of Opportunity on Lead qualification. The solution also includes integration with File net and MDM System. Implemented Eloqua for both Email and SMS Campaign, OPA for customer satisfaction survey in Multi-language. Also we have automated Queue management on SR creation.
Table of Contents
Key features of this solution includes
- Auto Creation of Opportunity on lead Qualification
- Integration with other system via WS call
- Marketing, Sales and Service automation
- Auto & Manual activity/task creations according to Sales Stages
- Sales Territory Management
- Service Request and Knowledge Management
- Mobility & Analytics
Key Challenges:
- Manual Data Entry
- Data Management from multiple systems
- Security issues for Customer and transaction data
- No real time data sync between File net, MDM and engagement Cloud System
- Improper Service Request and Queue Management
Benefits:
- Reduction in Customer On boarding time
- Solution supports lead and Opportunity Management with minimal navigation
- Real time data Sync between File Net System, MDM and Engagement Cloud
- Compliance Process & Fleet management
- Escalation of Service requests based on the given Criteria.
- Email Campaign and Customer satisfaction Survey
- Cross sell and upsell products to Customers
- Approval flows on transaction data made easy
- Easy & Quick Campaign creation
- Data View of other related systems from iFrame
Read more on: Oracle Engagement Cloud