John Kariotis, PartnerToday, Customer Experience (CX) solutions have evolved to facilitate organizations in collecting and reporting on vast amounts of customer-related data. Many large players in the industry have leveraged these solutions to create actionable insights that effectively and continually shape the customer experience. AmberLeaf and Oracle, together are taking measures to ensure that a company’s customer experience oriented operations are more effective. “Our approach has led us to examine worker productivity, customer satisfaction and supporting tools to consider fresh solutions to optimize profitability and productivity,” says John Kariotis, Partner at AmberLeaf. The collaboration has helped in developing the Oracle CX unified agent desktop enhanced through AmberLeaf’s CX – ERP solution. “Our solutions pull forward relevant customer order, shipping, and asset information from your ERP solution to build a complete profile in CX, then measures and delivers actionable Key Performance Indicators (KPIs) specific to optimize your service automation ROI,” says Kariotis. AmberLeaf has deployed over 400 Oracle Service Cloud Implementations for clients since 2006 and was awarded Oracle’s Excellence Award for Partner of the Year in 2015.
AmberLeaf channels the capability of the Oracle CX Cloud’s for their retail clients to dynamically analyze, realize, and design the optimal strategy to engage in promotional and campaign activities regardless of channel—phone, email, chat, web self service, social, SMS. These interactions can then be catalogued and categorized to complete the experience loop and later be factored in to market and nurture that customer relationship in the future. Customer Interaction Insight in turn is used to build the Digital Body Language and marketing outreach through the Oracle Customer Experience solutions. The result facilitates an efficient experience through personalized queuing, routing and delivery of interactions; improving agent productivity through centralized access to the tools needed to support any interaction; and enhanced customer effort through tailored portal pages and easy accessible metrics.
AmberLeaf’s integrated and cloud-enabled Customer Experience solutions are specialized for each industry vertical like retail, banking, manufacturing, and others.
Our approach has led us to examine worker productivity, customer satisfaction and supporting tools to consider fresh solutions to optimize profitability and customer effort
The CX solution is also configured for each function like service automation, marketing automation, and additional tasks. Pacifico Seguros Generales (PSG) is one such client, operating in the insurance sector that has been benefitted from AmberLeaf’s solutions. "PSG approached us when they needed to implement a single solution that could provide a 360-degree view of each insurance customer, to resolve concerns, while enabling all contact center agents to engage in a holistic customer interaction," says Kariotis. With the guidance provided by AmberLeaf, PSG implemented Oracle Service Cloud as the base to build their contact center around. With the solution in place, AmberLeaf was able to cut the time taken to quote car insurance by 60 percent. Offering unparalleled visibility into their customers insurance accounts, purchase history, and claims submissions, AmberLeaf was able to increase the effectiveness of PSG when assisting customers.
AmberLeaf credits their success by helping clients develop their CX strategies and processes in addition to their in-depth technology expertise. The firm has also employed a three-pronged approach to advising their clients—CX Enablement, CX Intelligence, and CX Empowerment. Using the three strategies, AmberLeaf helps their clients in building their foundation, gaining insights, and utilizing those insights with the foundation to meet the unique challenges of navigating complex customer expectations, respectively. “We also use the experience gained in helping our clients to write certification exams, with Oracle, for the products so that clients and partners who are looking to specialize in CX Service, are tested against the most critical configurations in the marketplace,” says Kariotis.