Speridian’s consumer lifestyle solution focusing on B2C business helped the leading air conditioner provider in Philippines to adopt and adapt to the ever-changing environment. This Oracle Cloud CX implementation has Oracle Service Cloud, Oracle Field Service Cloud and Oracle Integration Cloud Service. These components helped to achieve:
- Activity Booking through Field Service Application
- Access to Knowledge base for easy reference
- Real time update and monitoring of regular activities
- 360 view of Customer
- Partner On boarding and Service Request Management
- Warranty management & Part Order
Table of Contents
Key Challenges:
- No visibility on Business Partners.
- Overall service management was handled manually more of Paper based system.
- Out of warranty products were handled by Business Partners.
- Routing of jobs were performed by Business Partners manually.
- No real–time information on which resource is handling which job.
Benefits:
- Paperless and hassle free asset and service management.
- All stakeholders under an umbrella of a centralized system.
- Out of warranty parts managed by CIC – helps in tracking.
- Efficient data capture mechanism & automated job routing and assignments.
- Reduces workforce in contact centre agents as self-service is enabled.
- Mobile app for Product Consultants to perform their daily activities.
- Integrated system where data flows seamlessly.
