Future State - The Oracle Consulting Blog

Large Government Agency implements Oracle RightNow Cloud Service to improve Customer Service

Guest Author

By Keerti Deshpande

The sum total of all the interactions a customer has with your brand during their customer lifecycle has become the critical differentiator in today’s
hyper competitive, hyper connected Global Marketplace. By monitoring quality across multiple channels, organisations can learn from their customer
interactions, leading to better decision making, service and processes. The monitoring, measuring and managing of performance and service quality must
remain a priority – but the “voice of the customer” analytics, across multiple channels – is just as important.

Large Government Agency implements Oracle RightNow Cloud Service to Improve Customer Service

A large government agency in Europe, recently replaced legacy systems with Oracle RightNow Cloud Service for more than
3,000 employees to deliver improved services to distinct customer groups and to organizations, including solicitors, financial organizations, and estate

It was key to capture all customer interactions and information in a central resource to gain a better understanding of customer behavior and requirements,
including queries regarding property ownership as well as maintain customer satisfaction throughout the project.

As the customer’s Commercial and Customer director quotes, ‘With Oracle RightNow Cloud Service we are seeking to dramatically enhance our knowledge and
understanding of our customers to deliver an improved, more consistent customer experience’.

This implementation was successfully managed by Oracle Consulting on time and on budget. Oracle Consulting delivered a successful project within very
tight delivery timelines, including a complete rollout within just one month. Oracle Consulting used RightNow Project Methodology to deliver Oracle
RightNow using a standard, phased approach.

This is one of many such examples where Oracle Consulting values the “voice of the customer” and maintains customer satisfaction by meeting
customer-specific requirements with Oracle RightNow Cloud service. For more information, visit Oracle RightNow Cloud Service page.

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