Oracle Knowledge Upgrade Steps Up Customer Service


The client is a global technology company that works in partnership with a broad range of industrial and commercial customers to design and supply advanced technologies that optimize their operational performance and profitability. From oil refineries and power stations to mining companies and appliance manufacturers, the company’s software, systems and controls enable its customers to monitor, control and automate their products and processes.

Solution & Scope of Work

Infogain’s knowledge management experts worked directly with the client’s team to evaluate business requirements and compare them with the capabilities in the latest release of Oracle Knowledge. Based on their situation, our team documented and quantified anticipated benefits, then delivered a roadmap, recommendations and plan of action.

Integration Enables Faster, Consistent Response to Customer Inquiries Worldwide

Solution & Scope of Work

During a 10-month timeframe, Infogain implemented the service-based integration solution that involved over 45 services from Oracle Fusion Middleware. It enabled the real-time integration of SFDC with in-premise systems, including Oracle EBS R12, Customer Master (CDH) and Siebel, allowing objects like opportunities, quotes, customer data, and sales user data to easily flow from one system to the next.

Key Benefits

Once the Oracle Fusion-based services oriented architecture was fully established, the client’s global sales team immediately began generating orders within its ERP from quotes in SFDC. Other benefits included:

  • Automatic updates to master data environment
  • Plug-in based, new system could be added with less hassle
  • EBS and Siebel were synchronized in parallel, allowing easy decommission of Siebel system
  • Enabled reusability now that enterprise services were exposed
  • JMS and HTTP-based, highly scalable architecture allowed other systems be added to the SOA ecosystem with ease

Infogain’s solution increases the efficiency and resilience of leading mobile solutions


The client is a global leader in providing mobile solutions through its mobile commerce platform to a wide array of customers worldwide. This innovative platform enables mobile phone users to access a host of commerce related services and provides the ability to make remote payments securely with the convenience of their mobile handsets. The mobile commerce system allows
each registered user to create a virtual payment account or “mobile wallet”. The system’s various access mediums – including USSD, SMS, STK and Web – enable customers to utilize the services provided through various telecom companies.

Business and Technical Challenges

The client had established a mobile commerce system that enabled the use of mobile phones for various services where a virtual amount could be used. The lack of a dedicated testing team to look for bugs and implement fixes as situations arose caused havoc in the development timelines, with developers often being pulled of tasks midstream to perform user acceptance testing (UAT).
This, plus tight timelines that made it difficult for the client to complete comprehensive testing prior to sending code to customers, impacted customer experience.

To increase customer satisfaction and improve product quality, the client needed to meet the following objectives before successfully implementing the platform:

  • Decrease in percentage of bugs
  • Ensure modules would be delivered in a timely manner for UAT
  • Fix production issues
  • Implement proper monitoring of the product

Secure Anywhere Banking


The client is a world leader in assisted- and self-service technology solutions for retail, financial, travel, hospitality, gaming, public sector, and telecom carrier and equipment organizations in more than 100 countries. As part of its leading edge financial suite, the technology giant needed to ensure its mobile banking solution could connect with all leading mobile client platforms— especially the market leading Android mobile operating system.

Business Challenge

Having established a strong customer base for its mobile banking solution with a design architecture primarily focused on the iOS platform, the client needed to extend the solution to the Android client and sought a partner with both Android
experience and an established methodology for integrating with in-house technology teams and delivering high quality solutions on time and on budget.
The project was initially started by a third party, but due to quality and timing issues, the client switched to Infogain as its services partner to take full control of the application and get them back on schedule with a high quality, maintainable solution.