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Exceeding Complex Requirements

The Situation

An industry leader in integrated bill payment, invoicing and cash flow management solutions for businesses needed to consolidate the various tools it was using for customer service. This company had been recognized as a PC Magazine Editor’s Choice Award winner and named a trendsetter and innovator in CNBC’s Disruptor 50 list. With such a reputation at stake, they did not take finding a new customer service application lightly.

The Solution

With its prestigious recognition, the company was growing and needed a solution that could scale with their significant business growth while still providing a high-level of customer service. The answer was Oracle Service Cloud.

But the company had some very complex requirements and needed a partner who understood the application that could configure and implement in a short amount of time. With over 500 successful Oracle Service Cloud platform engagements, Helix’s CX Assessment and Optimization service would provide the experience and knowledge to meet the company’s needs. Helix’s expertise allowed them to quickly identify the company’s requirements, which included the ability to tie people (“contacts”) to multiple companies (“organizations”) within the application. This would allow outside users to submit tickets on behalf of the company’s customers. Even though this capability was not available out-of-the-box, Helix utilized a customization feature within the tool (“custom business object”) to build the functionality.

With Helix’s skilled management, all requirements were built in 9 weeks and the team launched the new incident management solution that provided phone support, live agent chat, on-line knowledge base and customer satisfaction surveys.

The Result

With the expertise of Helix, the company was able to manage its growth and still provide high quality service through the on-line self-service knowledge base. The company saw a dramatic decrease in the number of its incoming emails, which made their contact center agents more efficient and effective. Additionally, the RightNow’s expansive reporting tool provided detailed metrics to monitor customer satisfaction and first call resolution. Who knows what award they’ll win next!


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