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Daily CX updates for the Oracle EMEA CX partner community

Services companies are improving customer acquisition and engagement with Oracle CX

Richard Lefebvre
CX Partners programs Director

Most services companies have a common
set of challenges: How do we filter potential customers from a vast
quantity of leads? How do we select the most profitable leads to pursue?
What’s the best way to automate for scale and growth? What’s the best
way to build a CX platform when a services firm is in a
‘growth-through-acquisition’ mode?

Oracle worked with Hitachi Consulting to address many of these challenges.

Hitachi Consulting has experienced 800
percent revenue growth and 1,300 percent employee growth in the past 15
years. Numerous corporate acquisitions left Hitachi running a patchwork
of software solutions.

The company is now using Oracle CX Cloud
Suite (Marketing, Sales, and Incentive Compensation, as well as Human
Capital Management). Hitachi has been able to streamline its business
with an automated campaign-to-close process, which led to a 25 percent
increase in net new clients and forecast accuracy of 97 percent. That is
a dramatic increase in market share in the highly competitive
Professional Services industry.

The Oracle CX Cloud Suite, used in
conjunction with Oracle HCM Cloud, has allowed Hitachi to focus on
delivering focused professional services to key clients—with excellent
visibility of marketing prospects, and its sales pipeline and forecasts.

One key to Hitachi Consulting’s global growth: consistent processes

Developing consistent processes has
allowed Hitachi’s marketing and sales teams to focus on execution, which
gives executive management a clear view of business performance across
service lines. The Oracle CX Cloud Suite:

  • Has replaced a patchwork of Microsoft Dynamics, Salesforce, and
    Sugar CRM instances. These were not only expensive and inefficient to
    maintain, but also siloed data and led to inconsistent processes,
    business practices, and sales forecasting in different parts of the
    business.
  • Supports consistent and efficient global practices across the Americas, Asia-Pacific, and Europe, the Middle East, and Africa.

Did you know that we are seeing good interest in a range of Services segments?

Other Services companies are seeing with Oracle CX. For example, we have a
number of Engineering and Construction companies, such as HDR, Weingarten Realty and Mattamy Homes, that have achieved great results with Oracle CX.

Oracle CX is in a perfect position to help Services companies take advantage of the shift to digital.

With robust integration with project
management capabilities (EBS/JDE/PPM), Oracle can help Services firms
not only acquire and retain clients, but also effectively manage them
through the entire engagement/project lifecycle. Furthermore, with
integration with Financials, Oracle CX provides Services firms with
complete project visibility on one platform.

Sunil Chhabra (Oracle)

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