Empowering a Global Manufacturing Giant to Deliver Exceptional Customer Experience (CX) Across All Touchpoints with Oracle Fusion CRM Solution

The Challenge

A global manufacturing giant and leading distributor of chemical and flooring products faced challenges in tracking customer interactions and lacked a centralized customer data management system. These shortcomings led to major gaps in addressing customer queries, engagement, inconsistent customer experience, and insights to make strategic decisions. As a result, the organization suffered plummeting sales and stagnant revenue growth.  

SVARAPPS Transformation Approach

To address the challenges faced by the manufacturing giant, we utilized Oracle Fusion Cloud CRM solution suite that comprised Sales cloud, Services cloud, CPQ, and OIC modules. Our approach focused on building a unified customer data management system, integrating customer experience module, and building a comprehensive knowledge management system. We also integrated various Oracle modules to ensure seamless and real-time data flow, comprehensive customer view, and contextual information access. 

The Result

Oracle Fusion Cloud CRM and associated modules enables the organization to: 

• Unified Customer Information: The CRM ensured a single source of truth for customer data which can be accessed by all relevant teams. 

• 360-Degree Customer View: The CX solution enabled a comprehensive view of all customer interactions, ensuring consistent customer experiences across all touchpoints. 

• Contextual Information Access: The knowledge management system enabled the customers to access all relevant information such as answers to FAQs, product details, etc. 

• Meaningful Insights: The integrated systems generated valuable insights on customers, enabling stakeholders to make strategic decisions to drive sales. 

• Improved Sales: Overall sales improved considerably owing to consistent experience, relevant and accessible information flow, and extraction of customer insights.