Speridian’s venture in the Oracle Service Cloud Platform has successfully gone live at SATS, Singapore, providing a modern, unified, cross-channel service solution with enhanced service process to deliver efficient and effective Customer Service.
About the Client
Founded in 1972, SATS Ltd., commonly abbreviated as SATS is a Singapore based company engaged in providing food solutions and gateway services in Asia. SATS' food solutions provide inflight and institutional catering, food processing, distribution services and airline laundry services. Its gateway services span both airport and cruise terminal services.
About the Project
SATS introduced a landmark initiative - Ready To Travel, an application to modernize ground handling, providing seamless digital connectivity and Next-Generation ground handling services. In order to make the Ready To Travel initiative successful, SATS also needed an improved and automated service process to meet the demands of their customers and create seamless service experiences across all channels.
Oracle Service Cloud offers a modern customer service experience, perfectly catering to their requirements. Speridian leveraged its Oracle Customer Experience (CX) implementation expertise to successfully implement Oracle Service Cloud. The implementation included configuration of multiple workflows and integrations with Oracle Responsys (email and mobile marketing Platform) and Order Management Systems. Moreover, the Speridian Team had to complete the implementation within an aggressive time frame of 7 weeks which included the initial discovery sessions.
Salient Features Implemented
- Customer 3600
- Service Request Management
- Workflow and Process Automation
- Assignments & Escalations
- Integration with Responsys and Order Management Systems
- Account Management
- Case Management
Speridian empowered SATS with an automated service process, providing enhanced customer engagement features. The solution also offers easy tracking of agent performance, access to strong analytics, staff management and knowledge management.