Optimization of customer service at ORS with the Oracle Service and Integration Cloud

ors logo

End customer:
ORS (Österreichische Rundfunksender GmbH & Co KG)

Implementation period:
4 months

Products:
Oracle Service Cloud, Oracle Integration Cloud

The challenge

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.

Our solution

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 results

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.

The future prospects

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.

Conclusion

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.

CRM transformation at the European Handball Federation (EHF)

ehf logo

End customer:
European Handball Federation (EHF)

Implementation period:
6 months

Products:
Oracle Marketing Cloud (Eloqua & Responsys), Oracle Infinity Behavioral Intelligence, Oracle Identity, Oracle Integration and Process Cloud

The challenge

The COVID-19 pandemic posed major challenges for the sports industry, particularly in terms of communicating with the fanbase. The European Handball Federation (EHF ) faced an urgent need to restructure its digital processes in order to deepen its relationship with stakeholders and fans while continuing to grow the handball community in Europe.

The aim of the EHF was not only to strengthen contact with fans, but also to attract new fan groups. This was part of their master plan to promote handball as the number one team sport in Europe. The EHF's existing digital structures were primarily focused on match administration and business processes. A transformation under the motto "From stakeholder administration to fan service provider" was now on the agenda.

Our solution

Together with Oracle and ourselves, we implemented a comprehensive CRM system that serves as a hub for all fan and stakeholder data. The Oracle Marketing Cloud (Eloqua & Responsys) enables the EHF to segment fan groups in a targeted manner and design individual campaigns. By integrating Oracle Infinity Behavioral Intelligence, fan interests can be tracked and analyzed in real time to provide a personalized online experience.

Another important component is Oracle Identity Cloud, which provides a single sign-on platform that allows fans to move easily between different systems and platforms, making it much easier to cross-promote offers. Oracle Integration and Process Cloud was implemented to seamlessly connect the new cloud environment with EHF's existing on-premises infrastructure. This ensures that integrations can be provided within a few days and that data availability is always guaranteed.

The results

The new CRM platform acts as a central data source and enables the EHF to create personalized content for fans and communicate in a targeted manner via their preferred channels. New services such as a ticketing and accreditation system and a notification service for ticket sales were introduced to further improve the service for fans. The segmentation of fan groups and omni-channel marketing help the EHF to expand its reach and increase enthusiasm for the sport of handball.

The future prospects

With the Oracle Marketing Cloud and other integrated solutions, the EHF has created a future-proof platform that makes it possible to continuously optimize and expand fan communication. The next step is to expand the fan service offerings and introduce additional personalized features to further increase customer satisfaction and take the fan experience to the next level.

Conclusion

Thanks to the close cooperation with us and the implementation of the Oracle Cloud solutions, the EHF was able to create a central platform that significantly simplifies the management and analysis of fan data. This comprehensive CRM solution not only helps the EHF to increase its fan base, but also to ensure personalized and direct communication with fans and stakeholders. The EHF is now ideally positioned to further promote handball in Europe and future-proof its digital processes.

CRM implementation at E. Hartner with Dynamics 365

e.hartner logo

End customer:
E. Hartner GmbH

Implementation period:
3 months

Products:
Dynamics 365 Sales and Marketing

The challenge

In contrast to specialized systems such as accounting, the introduction of a CRM system affects almost all departments of a company. At E. Hartner, the new CRM therefore had to be planned and implemented holistically in order to take into account the requirements of all employees. The aim was to create an integrated data platform that enables a 360-degree view of customers and is also cost-efficient, as the company does not want to operate its own IT infrastructure.

Our solution

Together with us, Dynamics 365 was selected as the central platform to map all important customer processes. The implementation process began with a detailed analysis of the current situation and the creation of a requirements and functional specification. By involving employees extensively from the outset, E. Hartner was able to ensure that the CRM solution was optimally tailored to the needs of the users.

We took on the role of a guide during the project and provided support in the areas of process analysis, concept creation, customizing, development, training and project management. After just 3 months, E. Hartner was able to take the first steps in using CRM independently. The lead process and sales opportunity tracking were the first modules to be implemented, while marketing was integrated as the next step.

The results

The implementation of Dynamics 365 has enabled E. Hartner to create an integrated platform that fully maps the sales process and will also include marketing communication in the future. Seamless integration with Outlook and the tracking of leads by events and digital campaigns means that all customer-related activities can be managed efficiently.

The future prospects

In the next step, E. Hartner plans to handle marketing via Dynamics 365 in order to obtain a 360-degree view of customers and prospects. The platform offers all the necessary tools to centrally manage communication, lead generation and sales opportunities without having to operate additional IT infrastructure. This will help E.Hartner to further strengthen customer relationships and streamline internal processes at the same time.

Conclusion

The introduction of Dynamics 365 at E. Hartner was a complete success, which was largely made possible by the close cooperation with us. From process analysis to implementation and employee training - we were a reliable partner in every phase of the project. The solution has enabled E. Hartner to manage its sales and soon also its marketing digitally and efficiently, which will ensure the company's long-term success.

Success story: 360-degree customer view at the Verkehrsbüro Group

verkehrsbuero logo

Verkehrsbüro Group:
Verkehrsbüro Group

Implementation period:
3 months

Products:
Oracle Customer Data Management, Oracle Integration Cloud

The challenge

The Verkehrsbüro Group, a leading tourism provider, faces the challenge of efficiently managing and analyzing the data of its customers and business partners in an increasingly digitalized world. With digitalization, customers are leaving digital traces on more and more platforms, such as social media and booking portals. At the same time, the Verkehrsbüro Group is collecting more and more data in its own systems, such as CRM, ERP and the web store. This multitude of data sources made it difficult to ensure a uniform and up-to-date view of customers.

Manual data entry and maintenance became increasingly unbearable in view of the volume, speed and variety of data. At the same time, the industry was in a phase of reduced investment due to COVID-19, which further increased the need for an efficient and cost-saving solution.

Our solution

To meet these challenges, we have developed a 360-degree customer view together with the Verkehrsbüro Group. With the help of the Oracle Customer Data Management Platform and the Oracle Integration Cloud, we were able to develop a solution that merges customer data from different sources, identifies duplicates and creates golden records. This comprehensive and up-to-date view of the customer enables the Verkehrsbüro Group to better serve its customers and business partners and offer customized services.

The Oracle Cloud not only offers powerful data management functions, but also makes it possible to replace the manual maintenance of customer data through automation. In just 3 months, we were able to implement a platform that brings together all relevant customer data and provides a clear, up-to-date view of each customer.

The results

The implementation was extremely successful and the Verkehrsbüro Group was impressed by the short turnaround time of just 3 months. The new platform enables the company to manage customer and business partner data efficiently, eliminate duplicates and create reliable golden records. The platform provides a solid basis for reacting more quickly to customer requirements and making data-based decisions in the future.

The future prospects

The successful introduction of the Oracle Customer Data Management Platform and the Oracle Integration Cloud is just the beginning. Together with the Verkehrsbüro Group, we will tackle the next step: the further optimization and expansion of the platform in order to offer even more targeted customer services and personalization. The next steps will be aimed at further improving data integrity and integrating additional automation processes to increase efficiency even further.

Conclusion

The cooperation with the Verkehrsbüro Group shows how important it is to have a powerful and flexible platform for customer master data management. By using the Oracle Customer Data Management platform and with our support, the Verkehrsbüro Group was able to gain a complete and up-to-date view of its customers. This solution forms the basis for future-oriented customer service that focuses on data and efficiency.

Optimization of field service management at Schrack Seconet

schrack seconet logo

Implementation partner:
Schrack Seconet AG

Implementation period:
Pilot launch after 4 months, ongoing rollout

Products:
Oracle Field Service Cloud, Oracle Integration Cloud

The challenge

In field service management, the optimal scheduling of the various resources is a major challenge. As Christoph Jaritz, Branch Manager Styria & South Burgenland at Schrack Seconet, explains, the scheduling staff have to take numerous factors into account, such as travel distances, appointment arrangements, technician qualifications, working time models and material consumption. On the other hand, the field staff spend a lot of time creating service reports, recording material usage and recording working hours.

Our solution

The Oracle Field Service Cloud was implemented to overcome these challenges. It enables field service staff to make scheduling more efficient by using algorithms that take into account all relevant factors and recognize spontaneous orders and available time slots. Field staff can also use the solution on the move via the mobile app to enter orders, create service reports and log their working time and material consumption. This has enabled Schrack Seconet to significantly speed up the previously time-consuming manual processes.

A key aspect of the project was the integration of the Oracle Field Service Cloud with the Microsoft NAV ERP system and the ServiceNow ticketing solution using the Oracle Integration Cloud. This integration enables Schrack Seconet to centralize data and ensure real-time coordination between all parties involved - office, field service, warehouse and customers.

The results

After just 4 months, the pilot phase was successfully launched at the Styria branch. The Oracle Field Service Cloud has been in productive use in Styria since April 2021 and the feedback from employees has been consistently positive. Schrack Seconet plans to roll out the solution in other branches by the end of the year. The introduction of the Oracle Integration Cloud has significantly improved efficiency in deployment planning and driven process optimization.

The future prospects

For Schrack Seconet, the centralization of data and real-time communication between internal and external technicians, partners and customers is playing an increasingly important role. Thanks to the modular structure of the Oracle solutions, the software can be flexibly adapted to the needs of the company so that Schrack Seconet remains up to date and can react quickly to changes and new regulations.

Reducing the number of forms is particularly important for the company. The use of digital tools eliminates the need for paperwork, while mandatory fields and pre-filling significantly reduce the error rate.

Conclusion

The successful implementation of the Oracle Field Service Cloud and the Oracle Integration Cloud has helped Schrack Seconet to optimize resource planning in field service management and enable more efficient collaboration between departments. Thanks to the close partnership with us and the flexible, future-proof cloud solution, Schrack Seconet is looking forward to a successful rollout in other branches.