INDEPENDER
Oracle Service Cloud Implementation & Enhancements
ABOUT INDEPENDER
Independer was established in 1999 with the aim to make the financial world more transparent and fairer. They notice abuse, compare services and products and help almost 1 million customers to make better decisions as they manage their financial life.
ABOUT THIS PROJECT
We are proud Independer has chosen WeSquare as their partner for implementing Oracle Service Cloud in their energy platform customer contact centre.
The aim of this project was to optimize the customer experience and the customer satisfaction by optimizing the service they offer to their (new) customers and offering them an efficient and an effective customer journey:
- Implementation of the Oracle Service Cloud in their Contact Centre
- Importing their products into their new service system
- Integrating existing work flows into the agent’s work spaces
- Integrating online information flows into the database
Solution
The implementation project contained 3 stages:
Stage 1
– Kick off / Analysis / Documentation
– Implementation of Oracle Service Cloud
– Importing products
Stage 2
– Development of the Customer Portal
– Development of required middleware service
– Training for their trainers/admin
Stage 3
– Connect supplier API’s to the middleware service
Skills
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.Net/C#
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jQuery
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Json Webservices
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OSC (RightNow)
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OSC API