Project Description

Service Cloud Integration Adds Additional Revenue Stream

This multi-billion test, measurement, and optical technology company was using Oracle Enterprise Business Suite (EBS) for their back end office needs and selected Salesforce Service Cloud help them manage their cases more effectively (and efficiently).

However, in order to achieve real business value, they needed to fully integrate the two solutions.

Keste leveraged Oracle SOA Suite and Salesforce Canvas to deliver an integration solution that helped the company:

• Provide better report metrics.
• Significantly reduce the amount of time to resolve a case.
• Improve Average Handle Time (AHT).
• Greatly improve the number of first call resolutions.
• Provide the tools needed to improve their customer service rating.
• Provide 24×7 support.

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