End customer:
ORS (Österreichische Rundfunksender GmbH & Co KG)
Implementation period:
4 months
Products:
Oracle Service Cloud, Oracle Integration Cloud
ORS (Österreichische Rundfunksender GmbH & Co KG), operator of the digital TV platform SimpliTV, was faced with the challenge of modernizing its customer service and linking its various internal systems and applications. The aim was to create a platform that improves customer service by processing inquiries faster and providing a centralized view of customer interactions.
The complexity of the project consisted of integrating the large number of existing on-premise and cloud applications into the new system to ensure a seamless flow of information.
Together with us, the Oracle Service Cloud was implemented as the central platform for SimpliTV 's customer service. This solution enables the ORS team to manage customer inquiries efficiently by recording and processing all interactions centrally.
The Oracle Integration Cloud played a decisive role in linking 55 different interfaces between existing on-premise and cloud applications. These integrations ensure that data from different sources flows smoothly and is available to the customer service team in real time. This enables faster and more accurate processing of inquiries and significantly improves customer satisfaction.
The implementation of the Oracle Service Cloud has significantly improved customer service for SimpliTV. The integration of the numerous interfaces enables the service team to access all relevant information without having to switch manually between different systems. This results in faster processing times for customer inquiries and more consistent communication with customers.
With the successful introduction of the Oracle Service Cloud and the seamless integration of the various systems, ORS will be able to further optimize its customer service and increase internal efficiency at the same time. Further automation is planned for the future in order to further improve customer service and create an even more comprehensive 360-degree view of customer interactions.
The collaboration between ORS and us has shown how important an integrated and scalable platform is for modern customer service. By implementing Oracle Service Cloud and Oracle Integration Cloud, we were able to create a centralized platform that not only improves SimpliTV's customer service, but also increases internal collaboration and efficiency.