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

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)

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.

Digital sales and marketing at öGIG with Oracle CX Cloud

End customer:
Österreichische Glasfaser-Infrastrukturgesellschaft (öGIG)

Implementation period:
4 weeks for phase 1, ongoing optimization

Products:
Oracle CX Cloud (Marketing, Sales & Service Cloud)

The challenge

The Austrian Fiber Optic Infrastructure Company (öGIG) was founded in 2019 to provide rural and poorly developed regions in Austria with fiber optic infrastructure. As a young company, öGIG faced the challenge of establishing a CRM system from scratch that would map all processes in sales, marketing and service.

"The biggest challenge was definitely time." Explains Roberto Pericproject manager at öGIG: "Processes for marketing, sales and service had to be defined and the selection process for a CRM system started within a short period of time. A tight schedule and quick decisions were crucial in order to realize the planned go-live in October 2021.

Our solution

We supported öGIG with the introduction of Oracle CX Cloud, which covers all key CRM areas - marketing, sales and service. The GDPR compliance functions, usability and future-proofing of the application were particularly decisive factors in the choice of this solution. But the decisive factor was the close cooperation with us as the implementation partner. Our ability to set priorities quickly and develop efficient solutions was crucial to the success of the project.

In the first project phase, an essential set of CRM functions for sales was implemented within just 4 weeks. As a result, öGIG was able to quickly drive forward marketing and sales in the municipalities. The second phase involved implementing the marketing functions and other sales processes, including connecting the website for an automated ordering process.

Special requirements
Offline functionality was a special requirement, as there is poor network coverage in some regions of Austria. Here we were able to support öGIG with the native Oracle app, which enables employees in the field to enter important data even without a network connection.

The results

By implementing Oracle CX Cloud, we were able to put öGIG in a position to digitize sales and marketing within a very short time. The first go-live within just 4 weeks enabled the team to launch and scale the sales campaigns more efficiently. The system not only supports öGIG in sales, but also offers comprehensive customer support from the first contact through to order confirmation thanks to the marketing and service functions.

With seamless integration into the existing IT infrastructure, the öGIG team was also able to implement the automated order flow, which enables customers to confirm their orders quickly and easily.

The future prospects

Following the successful introduction of the first functions, we are working with öGIG on the connection of further IT systems and on the continuous optimization of the solutions. A central point is the integration of further discount and reporting tools as well as the further development of service processes through the introduction of a ticketing system.

Conclusion

The cooperation between öGIG and us has shown how important it is to implement efficient CRM solutions within a short period of time and at the same time develop them further in the long term. With Oracle CX Cloud, we have created a future-proof solution that supports öGIG in the areas of sales and marketing as well as service. Thanks to the close and cooperative partnership, we were able to ensure that öGIG will continue to benefit from the latest technologies in the future in order to successfully achieve its goals.

CRM implementation at E. Hartner with Dynamics 365

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.