Daily CX updates for the Oracle EMEA CX partner community

Toshiba Medical Systems Europe Transforms the Customer Experience with Oracle Service Cloud

Richard Lefebvre
CX Partners programs Director

How does a world leader in medical diagnostic equipment,
which provides the most cutting-edge imaging solutions in the industry, raise
the bar even higher? By zeroing in on a strategy for ensuring machine uptime
and consistently superior customer service, and building a world-class customer
service organization to make this vision a reality.

(...) Toshiba Medical Systems Europe will deploy the Oracle
Service Cloud’s contact center and Oracle policy automation solutions, along
with Oracle Field Service Cloud. The company will leverage these solutions
together in order to:

  • Streamline
    communication with customers, routing incoming calls or incidents to 100
    agents on the customer’s preferred channel, including phone, chat, SMS,
    email and an online portal
  • Provide
    agents with the tools they need to easily determine a customer’s
    entitlements on their medical equipment
  • Ensure
    that critical customer and asset data is shared with resources at every
    step of the service process – contact center representatives,
    dispatchers, field resources and even supervisors
  • Improve
    response times when maintenance is required on assets in the field, reduce
    asset downtime and customer disruption
  • Drive
    operational efficiencies in the maintenance and repair of its medical
    devices, improving field engineer productivity while reducing costs
    associated with travel and overtime
  • Empower
    over 350 field engineers by providing them with access to relevant
    knowledge and peer-to-peer collaboration tools in the field via their
    mobile devices
  • Improve
    accuracy of the data collected in the field and ensure that it gets
    recorded and shared across the organization properly

 Read the complete story here

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