A multi-national manufacture of imaging and optical products

 

This company has had to manage an increasingly global presence and the linguistic challenge that that entails while being sympathetic to regional policies and product specifications.

 

By implementing Oracle Knowledge and integrating it with Web Center Sites, they have made it easier and cheaper to produce accurate answers and then make them readily available across all their channels.

 

They have succeeded in maximising self-service resolutions, while maintaining customer satisfaction. This has in turn reduced escalations and protected their excellent reputation.

 

By making the knowledge sharing and creating process simpler and more rewarding, they have fostered collaboration and been able leverage and manage limited resources.

 

They have used Analytics to track activity and gain insights through feedback which has enabled continual service improvements and fostered new innovation.