Future State - The Oracle Consulting Blog

Increasing efficiency & maintaining customer relationships with Oracle Cloud CX

Lily King
Marketing & Communications Specialist

Global bank chooses Oracle Consulting to modernise its HR Portal & improve customer experience through Oracle Service Cloud

Owning a modern HR Helpdesk system and managing your customer relationships has never been easier with Oracle Consulting’s expertise and services. Companies with an outdated HR Helpdesk and Customer Relationship Management system (CRM) can face numerous issues related to additional costs, an increase in workload and reduction in staff efficiency.

Read how a leading bank partnered with Oracle Consulting to alleviate these issues by replacing its existing Customer Experience (CX) system with a modern and agile solution.


The challenge

This customer was previously operating on an outdated HR Helpdesk & CRM system which had created various issues:

  • Low self-service rates
  • High volumes of manual work
  • A lack of front-to-back integrations which resulted in reduced transparency for employees using HR services
  • A large number of staff needed for HR operations, causing higher operational costs across multiple regions


The solution

Oracle Consulting delivered:

Oracle Consulting worked closely with the customer throughout the implementation to help achieve the objective of driving innovation and with staying one step ahead. This included:

  • Decommissioning the customer’s previous Oracle PeopleSoft CRM portal
  • Successfully implementing Oracle Service Cloud: Oracle Policy Automation & Knowledge Advanced.

With this new solution, the customer is now able to:

As a result of this implementation, the company has identified significant changes in the way in which its business operates. These changes are:

  • Large savings from on-premises operating costs
  • 80% of incoming queries from employees can be handled without human intervention
  • Employees now have easy access to thousands of articles and resources online
  • Error rates have fallen substantially


What’s next for this customer?

As a result of the fantastic work that was carried out during this implementation, the customer has decided to continue their partnership with Oracle Consulting through an expansion project related to the first implementation. 

In this expansion project, Oracle Consulting is extending the customer’s HR Helpdesk functionality and efficiency while continuing to improve their employee’s experience through Oracle Service Cloud, Oracle Policy Automation and Oracle Digital Assistant.

With this implementation, the customer aims to:

  • Improve communications with employees
  • Improve user experience
  • Reduce agent-to-employee interaction
  • Increase self-service capabilities

…and more!

Make sure to keep an eye out for stories related to this implementation in the near future as the project is due to go-live shortly.


To learn more about Oracle Consulting, please visit our official page – here.

If you would like to learn more about Oracle’s Customer Experience solutions and how we can make cloud happen for you, please get in touch with Matthew Simmons

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