Increased personalization with digital itinerary program implemented at luxury travel organization

The Client

The client is one of the world’s leading travel organizations providing tailor-made luxury holidays and has won over 170 awards for its holiday services. The client currently offers the widest range of travel products with a huge choice of holidays, from tailor-made itineraries to escorted tours throughout the world.

Business and Technical Challenges that warranted a Digital Itinerary Program

  • Need to introduce contemporary technologies into core business and anticipate changing market demands to remain competitive.
  • Need to improve customer experience for the niche customer segment, highlighting personalization as a key differentiator.
  • Provide customers an opportunity to seamlessly interact with their store teams nationwide and later expand the similar experience to other platforms including mobile.
  • Challenges in offering both traditional “brick-and-mortar” and web based services. The client faced various challenges pertaining to application integration and business workflows such as:
    • Upscaling AS/400 mainframe environment
    • Setup of an exhaustive integration framework to connect peripheral systems with mainframe
    • Change Management
    • Rapid technology enablement of their personal
      travel experts

Liferay content management system improves look-to-book ratio for hotel operator

The Client

The client is a world-class entertainment and hospitality company based in the Eastern U.S. that wished to increase its look-to-book ratio. As part of its hospitality & resort business, the client has established a 665-room luxury lodge facility and a 200-room Hotel. The client also owns other resort properties, including theme parks, golf resorts and spas

Business and Technical Challenges, in addition to a low look-to-book ratio

  • Customers frequently experienced website outages
  • Time consuming navigation and booking
  • Lack of a customer profile management system
  • Revenue leakage
  • Limited up-sell/cross-sell opportunities.
  • Required manual intervention leading to human error

 

Oracle Knowledge Management Implementation Leads to Better Customer Experience

Business and Technical Challenges

The client’s current system included a .Net-based customer relationship management system used by approximately 100 agents plus a self-service portal for use by the client’s customers worldwide. Information available to the agents included more than 500 documents developed by more than 40 authors. Using their current system, agents were challenged to find and retrieve information in a timely and efficient manner. Additionally, the client lacked mechanisms to monitor and evaluate content usage. The client’s overall business and technical challenges included:

  • Slow response times to searches and inquiries
  • Lack of specific results based on the user’s roles and permissions
  • Inefficiency due to the volume of documents and authors’ information located in different portals
  • Insufficient overview of customers’ needs

Oracle Knowledge Management Upgrade in 7 Weeks

Business and Technical Challenges

The client was a unit of Intuit, Inc. but was being spun off as a separate company. As part of this move, they needed to migrate their systems to an independent environment and data center. One core system which needed to be migrated was Oracle Knowledge. This required a rapid deployment “lift and shift” type engagement with critical deadlines that could not be slipped. A typical engagement for this type work is 20 weeks, but the client needed to complete the transition within 8 weeks.

Infogain’s Solution

Infogain developed an accelerated plan to accommodate the customer’s short timeline, compressing the usual phases into a streamlined execution model. Infogain’s team worked around the clock and completed the work in less than 7 weeks. This deployment included content migration, search setup, dictionary configuration, the porting of customizations and upgrading to Version 8.5.1.

Oracle Knowledge Siebel Integration Improves and Accelerates the Customer Experience

Background

The client is a multinational corporation that specializes in transportation systems, process control systems, and production of installation components for energy management.

Business and Technical Challenges

The client was using Oracle Siebel 8.2 CRM system, with approximately 150 customer support agents utilizing the Service Request module. Support agents could not retrieve accurate information quickly, making it difficult to provide the desired level and speed of customer service.
The client’s overall technical and business challenges included:

  • Slow search and delivery of information to customers
  • Increased time and costs due to slow response to customer service requests
  • Inefficiency due to lack of integration between desktops
  • Insufficient context regarding customer’s needs

Infogain at Oracle OpenWorld 2014

29 Sep 2014

Infogain, a leading business and IT consulting leader and Gold level member of Oracle PartnerNetwork (OPN), is honored to participate as an exhibitor at Oracle OpenWorld 2014. Attendees are encouraged to visit the Infogain team at the conference to learn how Infogain is transforming customer engagement through Oracle Knowledge Management, Oracle Cloud, Oracle Mobile, Oracle Business Analytics, and Oracle Social Cloud. Attendees can join Infogain at the “Service” zone at CX Central @ OpenWorld, located on the 3rd floor of Moscone West in San Francisco.

According to P.K. Karnik, SVP & GM, Hi-Tech Business Unit at Infogain, “The next generation customer service center will provide knowledge-centric customer engagement that incorporates multiple content sources and knowledge, enabling users and agents to rapidly get the answers they need. The environment will be omni-channel, mobile-optimized, and socially sensitive and aware. As a global Oracle Knowledge Management practice, we’ve utilized enterprise-level customer service solutions that are carefully designed for our clients’ current and future business approaches, to help yield customer service cost savings, improved satisfaction, and, ultimately, competitive advantage.”

Oracle OpenWorld is the world’s largest conference for Oracle technologists, business users, and partners. CX Central @ OpenWorld is a four-day program specially designed to maximize customer experience (CX) technologies in a dedicated environment allowing one-on-on interactions with Oracle experts and industry leaders, sharing of ideas and networking with like-minded people. Featuring Oracle product demonstrations and interactions with leading OPN members, CX Central @ OpenWorld includes zones dedicated to Marketing, Sales, Service, Commerce and Social. The Service zone is a prime location at Oracle OpenWorld for attendees who are responsible for their organizations’ customer touch points.

Infogain is offering a limited number of complimentary Oracle OpenWorld Discover Passes to Customer Service and IT executives. Interested parties should contact Infogain at events@infogain.com .

About Infogain

Infogain is a leading business and IT consulting firm specializing in business process, architecture design, end-to-end project implementation, and managed services.

With more than 1,600 employees, Infogain has built its industry-specific business consulting and technology solutions to deliver value and competitive advantage to leaders in the Retail, High Tech and Insurance industries.

A leading Oracle applications implementation company, Infogain is headquartered in Silicon Valley, CA and has additional offices in Irvine, Austin, Atlanta, United Kingdom, India, and the Middle East. For more information, visit www.infogain.com.

About Oracle OpenWorld
Oracle OpenWorld San Francisco is the most important business and technology conference of the year for Oracle customers, prospective customers, and partners. This educational conference is dedicated to helping businesses optimize existing systems and understand upcoming industry trends and breakthroughs driven by technology. Oracle OpenWorld offers more than 2,700 educational sessions, hundreds of demos and hands-on labs, and exhibitions from more than 400 partners and customers from around the world showcasing applications, middleware, database, server and storage systems, industries, management, cloud, and infrastructure solutions-all engineered for innovation. Oracle OpenWorld 2014 is being held September 28 through October 2 at the Moscone Center in San Francisco. For more information, to register, or to watch Oracle OpenWorld keynotes, sessions, and more, visit www.oracle.com/openworld. Join the Oracle OpenWorld discussion on Twitter, Facebook, and the Oracle OpenWorld blog.

About JavaOne
The JavaOne conference brings together Java experts and enthusiasts for an extraordinary week of learning and networking focused entirely on all things Java. With more than 550 sessions covering topics that span the breadth of the Java universe, keynotes from foremost Java visionaries, tutorials, and expert-led hands-on learning opportunities, JavaOne is the world’s most important event for the Java community. Join the JavaOne discussion on Twitter, Facebook, LinkedIn, and the JavaOne blog.

About Oracle PartnerNetwork
Oracle PartnerNetwork (OPN) Specialized is the latest version of Oracle’s partner program that provides partners with tools to better develop, sell and implement Oracle solutions. OPN Specialized offers resources to train and support specialized knowledge of Oracle products and solutions and has evolved to recognize Oracle’s growing product portfolio, partner base and business opportunity. Key to the latest enhancements to OPN is the ability for partners to differentiate through Specializations. Specializations are achieved through competency development, business results, expertise and proven success. To find out more visit: http://www.oracle.com/partners.

Trademarks Oracle and Java are registered trademarks of Oracle and/or its affiliates.

For more information, contact:
Cathy Chandhok
Director of Marketing
Cathy.Chandhok@infogain.com
(408) 355-6028