Oracle Powered Transformation: Driving Revenue, Enhancing CX, and Digitizing Operations for Terex

About the client

Terex is an American manufacturer of lifting and material processing equipment and services with operations spread worldwide. 

Challenges

Terex launched the customer experience (CX) transformation program with the following key objectives:

• End legacy applications and migrate to modern, scalable, and commercial-off-the-shelf (COTS) solutions to create a great user experience through intuitive and responsive UI
• Implement unified global and integrated solutions to create a seamless customer experience across the CX and ERP
• Consolidate landscape to a cohesive solution and leverage synergies through integration
• Create an alternative revenue stream through data monetization
• Set up an end-to-end digital platform to manage customer lifecycle journey and create a world-class CX value chain experience

LTM solution

In 2023, Terex and LTM teams partnered to build a global platform based on the complete Oracle CX solutions suite. 

• Migrated the Salesforce.com Sales and Service applications to Oracle Sales & B2B Service Cloud to build a foundation for the modern CX solution
• Implemented Oracle Field Service Cloud for branch and field repairs; digitized operations by eliminating manual and duplicate activities
• Enhanced Oracle Subscription Cloud to monetize the sensor data through subscription contracts and automated renewals
• Implemented Oracle Configure, Price, Quote (CPQ) as a global quoting solution through seamless integration with Oracle Sales Cloud and Oracle EBS
• Implemented Oracle Redwood UX in Sales and Service Applications for a better user interface
• Enhanced existing e-commerce applications built on Oracle Commerce Cloud to support key revenue-generating programs 

Business benefits

• Automated order entry via CPQ, removing days to weeks from the legacy process
• Achieved year-over-year increase in online revenue
• Introduced Point of Sale (POS) opportunities for field service techs
• Reduction of paper trail in field service operations
• Efficiency gains for various personas in service organization
• B2C Channel launched to open an additional revenue stream
• Reduction in cycle time for service estimate approvals
• IT cost (CAPEX) reduction by moving to Oracle CX Stack

Client testimonial

Doug Muldowney

Director, Customer Applications | Platforms and Applications Management

“Terex has partnered with LTM to implement and enhance our Oracle CX cloud products to support our transformation in digital customer experience. They have been a reliable and flexible partner throughout our journey and an important contributor to our success."