Welcome back to Markies Mondays, a blog series where we celebrate the finalists and recipients of Oracle's 15th annual Markie Awards. Check back each week to learn how Oracle Advertising and CX customers and partners are building their brand and creating lasting customer relationships with our connected suite of applications.
This week, we’re taking a closer look at the finalists for the Game Changer CX SI Partner of the Year Award. This award showcases system integrators that have done truly innovative work combining Oracle’s products and their services to transform their clients’ business and generate a financial, emotional, or analytical impact.
Many of the success stories from the past year stem from the challenges and creative solutions brought on by the pandemic. In this case, a resort that typically hosts more than two million customers per year found themselves trying to manage an overload of customer requests brought on by the sudden sense of uncertainty. In the beginning, customers were waiting upwards of an hour for assistance and could only reach customer service by phone, email, or a contact form on the website.
The solution: Implement self-service and automated options, like chat, to cut down on the high volume of requests and reserve human customer service resources for more complicated, high-touch support needs. In stepped partner Boxfusion to help the company modernize their customer service functionality with a combination of Oracle Service for B2C and Oracle Digital Assistant.
As a result, 75% of queries were handled by the digital assistant without the need for agent handoff and an 11x increase in inbound chat queries that could be addressed 24 hours a day, 7 days a week for the first time. Most importantly, customer wait times dropped from an hour to five minutes.
Due to the pandemic, a UAE-based leader in the automobile industry with showrooms in Dubai, Abu Dhabi, and Al Ain, among other places, began seeing almost no foot traffic to their physical locations. They knew they had to think differently, think digitally. So they decided to create a digital showroom experience that allowed customers to view and order cars virtually. To be successful, though, they also needed to design a way to turn anonymous browsers into brand advocates—and they needed the new experience live in just eight weeks.
Innovacx, one of Oracle’s key partners, supports clients across the entire CX suite. They developed a strategy to solve the customer’s problem, helping them implement Oracle Commerce, Oracle Sales, Oracle Marketing and Oracle BlueKai Data Management Platform to solve the issue—and delivered within the eight-week timeline.
As a result, the new digital showroom led to a 66% increase in website hits, a 20% increase in leads, and a 14% increase in vehicles sold in spite of the pandemic.
A 30-year veteran of the B2B cleaning service industry decided they wanted to venture into the B2C realm. While they had the cleaning acumen, they weren’t sure how to establish a B2C business in what was already a competitive market. To add to that, they wanted to move from a business model that focused on staff hours worked to one that focused on outcomes, offering a tailor-made service plan based on the customers’ needs.
To that point, their business had operated completely manually—from booking jobs to assigning resources. How could they automate their operations and scale up to effectively handle the volume of a B2C business? Ultimately, they needed to start with an easy way for customers to book service with as few clicks as possible.
Oracle partner Speridian was able to use a combination of Oracle CX products to deliver a solution that increased quote requests by 40% and appointments booked by 25%. They were also able to better track and monitor their field resources, increase the effectiveness of their cleaners, retain customers, increase loyalty, and respond to all customers within 15 minutes.
During the pandemic, one municipality stepped in to provide direct financial assistance to its residents in the form of no-fee debit cards, which was no small feat. Knowing federal and state assistance wouldn't immediately be available, the city chose to take action to help those most in need and protect their highly vulnerable population. Upon opening the program, they received 400,000 applications for assistance in just 72 hours.
It was clear they needed to find a solution that would allow them to scale and efficiently manage such a large number of requests. To do so, the city chose Apex IT, an Oracle partner with more than 25 years of experience in CX transformation. Apex IT combined Oracle Service and Intelligent Advisor (integrated with TimeTrade) and delivered a solution in just three weeks.
As a result, the city was able to quickly distribute $37 million to over 105,000 residents, doubling their previous pace. And because of this amazing work, Oracle recognized Apex IT as the Game Changer CX SI Partner of the Year.
These wonderful stories are just a sampling of the innovative work our partners have engaged in to help our customers through these unpredictable times.
There's more to share about the finalists and winners of the 15th annual Markie Awards in the upcoming posts in this series. Bookmark the Customer Success Stories category of the Customer Experience blog and check back regularly for updates.
Roger Feigelson leads the Oracle Marketing North America alliance team, working with strategic integrators and ISVs that build and implement marketing solutions. He's a 28-year veteran of Oracle, serving in many different capacities, including marketing, operations, and alliances. He lives in Belmont, California right near Oracle's former headquarters, although he hasn't really seen the office in quite a while!