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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