Services at OracleCMS - We Deliver Results!

Help Desk

Your Challenge
You have a product range that is becoming increasingly technical and a workforce that has neither the skills nor experience to assist your savvy customers with their complex queries.

Our Solution
At OracleCMS we provide effective pre and post sales support for your channels and customers. We help you achieve exceptional customer satisfaction levels ensuring repeat purchase and referrals.

OracleCMS will tailor a solution to your product or service, incorporating first level support, escalations, job tracking and a comprehensive report and audit suite.

We will also look at ways to constantly improve the service with you, to maximise first time call resolution and ensure customer satisfaction.

Case Study
A leading IP provider was receiving a large number of calls about a particular product range which was eroding their profits on this line. OracleCMS were able to analyse the types of calls that were being received and then suggest business process improvements in order to reduce the number of incoming calls. Many processes were automated, especially calls relating to configuring routers. OracleCMS now proactively sends out examples via email before the services go live. Now a high percentage of customers are able to troubleshoot problems for themselves.

OracleCMS also make welcome calls during which we up-sell and cross-sell, plus we provide level 1 and level 2 help desk services for their other product lines.

The outcome? Fewer inbound calls, reducing costs plus we increased their sales by 10% in a 3 month period.

Media Response

Your Challenge
You’ve got a TV ad running in two days time and you haven’t thought about who will answer the floods (you hope!) of calls. Or perhaps you have an urgent product recall and no capacity in your existing customer service team to handle the influx.

Our Solution
OracleCMS has the capacity and systems to respond to these large, unpredictable call volumes with no fuss. We have customer service specialists on hand who can be on the phones at a moment’s notice (they have the ability to log into our systems from home if necessary).

Case Study
A large national fresh foods provider had a major recall for one of their dairy products which generated a great deal of public and media interest.

To comply with legal and industry regulations and to maintain their reputation in the marketplace, a seamless product recall with supporting Consumer HelpLine was required. In a little over 20 minutes notice, here at OracleCMS we had a scripted system and team of trained customer service specialists at the ready who took in excess of 10,000 calls over a period of 3 days.

Needless to say the customer was extremely impressed with the turnaround, being able to trust OracleCMS with the incoming call traffic took a weight off their shoulders allowing them to handle any unexpected issues that arose.

Service & Solutions

Customer Service & Customer Care

Help Desk

Outbound

Media Response

Ordering & Transaction Processing

Outbound

Your Challenge
You don’t want to tie up your valuable staff on the phone generating leads or collecting information, but these processes are essential to the smooth running of your business. How are you going to resolve these issues in a timely and cost effective manner?

Our Solution
An outbound solution from OracleCMS. We will incorporate our systems, processes and team to make scripted outbound calls to capture the information you need. Whether cleaning up your database, following up leads from a trade show or processing orders, we can create a solution for you that will free up your staff and save you money.

Case Study
A major fuel provider had issues with a business process, they needed to know how much stock hundreds of individual retailers had at the end of each day in order to plan deliveries for the following day. There was no technical solution nor could they rely on the retailer’s staff to remember to report in. Here at OracleCMS we were able to provide a solution where outbound calls were made to all the retailers to check their stock. From there, a report was produced and emailed by the end of each day. The customer received their information, consistently and rapidly each day, there was no need to train individual retail staff on the process, which was a hassle, with high levels of staff turnover at the retail outlets. The process now works seamlessly, efficiently and cost effectively.

The outcome? Less hassle, more reliable and a better outcome for the customer.