|USD 11 billion+||North America||Financial Services / Wealth Management||Knowledge Advanced|
Oracle Policy Automation
Speridian partnered with Oracle Consulting Services for the world’s first implementation and integration of Oracle Knowledge Advanced and Oracle Policy Automation as part of a modernization initiative of Ameriprise’s existing Ameriprise Source of Knowledge (“ASK”) portal, leading to a cutting edge, interactive Knowledge experience.
Top Customer Objectives and Challenges
- The ASK Knowledge Portal, previously implemented in Oracle Service Cloud Knowledgebase, is a central part of Ameriprise’s self-service initiative, providing agents, internal advisers and registered users with Knowledge and interactive Guides for a multitude of scenarios.
- Over the years, the User Experience (UX) had become somewhat stale and cumbersome, relying heavily on the Guided Assistance tool.
- Maintenance overheads were significant for the 70+ Guided Assistance (GA) trees, while UX was operating within the constraints of the GA paradigm.
- The reporting functionality built into Oracle Service Cloud / Knowledgebase / Guided Assistance was not able to provide Ameriprise with the details on user journey and usage required to fine-tune the Knowledge Experience.
- The new ASK portal is based on Knowledge Advanced and Oracle Policy Automation
- Ameriprise now has a cutting-edge, world-class Knowledge Portal with optimized UX
- Drastically reduced maintenance overheads for their interactive Knowledge Tools
- Increased Customers Satisfaction and access to information about their Installed Products and Work Items
- Innovation through leveraging the endless features provided by OPA
- Multi-path questionnaires, calculations, policy-driven Knowledge, adaptive UI
- Powerful reporting and analytics – capturing user information, how much time they spend on a particular screen, answers chosen, spectrum reporting, etc.
- Improved Knowledge Management & Collaboration leveraging the KA & OPA Clouds
- ServiceMax replacement
- Oracle ERP Cloud integration
- World-class After Sales Services, converting Field Services from Cost Center into Profit Center
- 16-week implementation
- Streamlined processes avoiding work-arounds and duplicate data entry