Customer service reps did not have a consolidated and accurate view of inventory and order history; they lacked the intelligence required to know customer details and offer discounts/promotions on new orders; relied on multiple source systems to do their job.
It was challenging for customer support organizations to hire and on-board new support agents, and train current employees to meet the demands of the business.
Implemented service cloud console to enable a consolidated view of critical information on a single page.
Created Order Management module to store customer order history, place new orders, and apply new promotion and discounts.
Implemented CTI to identify the customer quickly, retrieve customer details (including authorized users to place order), and retrieve customer order history.
Implemented other support channel capabilities such as Live agent, Omni channel etc.
Implemented knowledge repository (related to products and promotions) to assist in training of customer service reps.
30% increase in customer calls handled successfully.
Dramatically improved rep satisfaction-since system enabled end-to-end tracking of customer orders; One stop shop of addressing customer problem since reps did not have to access multiple systems.
Reduced waiting me for customers since reps had instant access to the information/knowledge base.
Oracle EBS is being utilized for Financials, Procure to Pay cycles by customer. Client was...
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