CX Transformation for a Global Manufacturer of Materials Processing Machinery and Aerial Work Platforms

Client

The client is a Global manufacturer of materials processing machinery and aerial work platforms.

Business Challenge

Our customer was looking for an end-to-end digital platform to manage customer lifecycle journey for creating a world class experiences across the sales and marketing processes enabling them to launch new offerings, services and create innovative business models.

An integrated customer experience which calls for the replacement of their CRM system with a modern cutting-edge platform that can help them:

• Integrate marketing and sales operations seamlessly.
• Build a Global B2B and B2C eCommerce solution with Regional Content Management and promotions.
• Digitize their CPQ (Configure Price Quote) process.
• Digitize their Field Service Management System.

LTM Solution

• Oracle Cloud CX – Product suite implementation by building custom solutions for the client to address their unique business scenarios
• CX Field Service – Unified Service Management Solution implementation
• CX B2B Sales/Service – CRM Migration to Oracle CX Suite
• CX Commerce – Modernization & Rollout of Commerce solution
• CX CPQ – Standardized Global Quoting solution implementation

Business Benefits

• 10% increase in online revenue
• 100% reduction of paper trail in field service operations
• >95 % User adoption of the Oracle CX solution
• 30% Efficiency gain for all personas in service organization
• B2C Channel launched to open additional revenue stream
• 60% reduction in cycle time for service estimate approvals
• IT cost (CAPEX) reduction by moving to Oracle CX Stack