Oracle Knowledge for High Tech

Today's Challenge

Fast and accurate delivery of information is crucial to an excellent customer experience. For many companies, however, the goal of reduced customer resolution times and easier employee access to information is a challenge. Valuable information is often hidden among a variety of systems, applications and databases.

Infogain's Solution

With experience implementing and upgrading Oracle Knowledge Management at various Fortune 500 High Tech firms, Infogain helps High Tech companies solve their CRM challenges across the globe. Our expertise combined with the OKM product's advanced and scalable search capabilities consistently improve the High Tech customer experience, leading to increased productivity and reduced operating costs.We offer end-to-end Oracle Knowledge Management solutions, including:

• Solution upgrades and enterprise system (SAP and Siebel) integrations
• SOA-based integrations (Salesforce)
• Implementation and integrations of support portals
• Content migration
• Language tuning consultancy
• Ongoing system support

Benefits

Leveraging the Infogain and Oracle Knowledge Management partnership, clients empower their sales and service agents to succeed by providing:

• Improved Search Accuracy
• Increased productivity, with no need to switch between applications
• Improved customer experience
• Increased insight into customer behavior with detailed reports
• Reduced operating costs (training and research time)
• Maximizes cross-sell and up-sell opportunities
• Increased resolution accuracy

Case Study : Oracle Knowledge Management Implementation Leads to a Better Customer Experience and Increased Helpdesk Efficiency Close

Product Support for Software Companies

Today'S Challenge

Product support is a key component of the user experience and can be a driver for customer retention and upgrades.Considering the often-complex nature of software products, VPs of Operations at software companies require a provider that can provide a high level of technical competence, often during multiple interactions, supported by a structured problem-solving approach.

Infogain's Solution

Leveraging its established staffing and facilities infrastructure, Infogain provides up to 24x7 product support for end-users, following a multi-tiered ITSM-based support model and typically delivering 15-minute response, 4-hour resolution of priority 1 critical incidents.

Benefits

Infogain's software company clients experience the following benefits:

• Rapid, professional, and courteous handling of user issues
• Intelligence gathering through issue knowledge base
• Regular communication and smooth coordination with level 3 team
• Continuous improvement in the support operations process, yielding cost savings / bandwidth for other value-add activities.

Case Study : Infogain's Product Engineering Services Helped Improve Productivity & Cost Effectiveness For A Globally Known Healthcare ISV Close