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Future State - The Oracle Consulting Blog

Moving to Oracle Services Cloud to increase reliability and drive optimization

One of Southern Europe’s energy utility company had three top reasons for their transformation to Oracle HCM Cloud. One, their customer service call center needed a reliable platform that would ensure a 24/7 service to the callers. Second, they needed the best and optimized way to utilize their on-field technical team. And finally, like most utility companies, they needed to reduce their operating costs.

Oracle Consulting worked with a third-party system integrator for this client who was in charge of integrating middleware between our proposed solution and the customer’s legacy systems. The solution proposed and which eventually went live on the customer’s systems was Oracle Field Services Cloud (OFSC) and Oracle Services Cloud (OSvC). Oracle Consulting’s proprietary True Cloud Method (TCM) was used to implement a best practice solution with clear roles and responsibilities that also used an iterative workshop approach and made adoption to Cloud easier. Furthermore, the structured approach with TCM helped to minimize the impacts on the project due to some significant changes in the client’s organization.

We managed to go live on the scheduled date, as always adhering to the strict timelines. The new product standard functionalities helped our client to enable newly introduced roles in their organization. This new platform also drives a workforce optimization, one of the key business needs for this client and also improves service levels in the customer service call center.

If you’d like to learn more about our Customer Experience solutions, including Service Cloud and how Oracle Consulting can help you, visit Oracle Consulting – CX.

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