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.
In the Hi-Tech industry, customer environments and product portfolios are growing more complex each day. Delivering effective and differentiated customer service is a becoming a major challenge on a budget.
Hi-Tech support organizations require increased sophistication to support new, more complex products, which get released on an ever decreasing release cycle. They have to contend with the realities of reorganizations and the contact center consolidations, which occur from acquisitions, mergers and internal consolidations. Moreover, the support function has to interact with ever more demanding customers that will broadcast a complaint on social media far quicker than they will advocate.