Client Background
The King Abdullah Economic City is a multi-stage development project led by EMAAR, The Economic City (EEC), to create the first completely holistic “smart city” from a “green field” environment, located in the Kingdom of Saudi Arabia on the coast of the Red Sea. To make their vision a reality, KAEC needed to implement a comprehensive CRM to enhance sales marketing, and customer service and gain greater insight and visibility into their services and customer experience. 

Previous Situation
Like most companies, KAEC was dependent on MS Excel to manage customer relations, which posed multiple challenges in data integrity and interpretation. When faced with the daunting task of identifying and implementing the right CRM solution, KAEC turned to Speridian for guidance. They stressed the importance of having a unified, comprehensive CRM that would streamline their processes.
They also required an efficient business intelligence system to provide dynamic reports and dashboards to drive better decision-making throughout the organization. 

Based on KAEC’s requirements, Speridian recommended Oracle Service Cloud, Oracle Marketing Cloud and Oracle Sales Cloud, all built to work together for improved customer service and experience on the front end while seamlessly integrating to Oracle ERP on the backend. With implementing Oracle Cloud Solutions, Speridian helped KAEC standardize and automate Sales and Marketing operations, resulting in an automated sales cycle with increased accuracy and improved service delivery. Lead generation and quality improved with better insight and targeting into marketing campaigns. It also enhanced customer service and experience across multiple channels, while access to a knowledge base for both agents and customers allowed for faster issue resolution. With backend integration with Oracle EBS, data flows seamlessly from order to contracts, providing better insight and visibility to management on sales service and marketing activities.

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