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One of the largest providers of financial management and software services, the client, located in Redwood City, CA, provides online and mobile banking solutions.
The client has a 25-year history of providing service excellence through its network of experienced professionals. However, its underlying systems environment posed a critical business hurdle as the client struggled to get a clear picture of its customer base and satisfaction levels.
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.
Infogain provided an end-to-end managed services model for supporting the clients’ Oracle Knowledge Management support needs.