Bursa Malaysia, previously the Kuala Lumpur Stock Exchange, was established in 1973 and listed on the Main Board of Bursa Malaysia Securities Berhad in 2005. It is one of the largest exchange houses in Asia, hosting nearly 1,000 diversified companies and providing a comprehensive range of trading, clearing, listing, settlement, and depository services. The company has a diverse set of product offerings, including equities, derivatives, offshore listings, and bonds.
Bursa Malaysia considered several vendors and chose Oracle RightNow Web Self Service Cloud Service because competing solutions did not have as many out-of-the-box features, such as web self-service. The selection team felt Oracle partner Six Degrees already had a custom-made service available, while other vendors would have to customize everything the company wanted in the system, which would delay the system implementation and go live date.
“We were impressed with Oracle RightNow’s robust features and prebuilt data integration,” said Saidi Ahmad, manager, customer care, Bursa Malaysia. “Oracle RightNow has completely changed the way we run customer care. It records and tracks a large number of interactions, and provides management reports and status updates at the touch of a button for accurate and fully verified information.”
Bursa Malaysia implemented Oracle RightNow Web Self Service Cloud Service for its customer care team in two months, including an internal approval process for aspects of it, like the design and ease of use.
“We chose Oracle RightNow Cloud Service because it is a proven solution that we could implement quickly. My team adapted well to the new system, requiring very little training,” Ahmad said.
The company is considering rolling out Oracle RightNow solutions to other divisions that manage their own customer service units outside of customer care.
Oracle partner Six Degrees Solutions worked with Bursa Malaysia to provide best-practice consulting services, system customization, project management, and implementation support. Six Degrees also continued to provide support after the system went live.
“Six Degrees brought strong credentials, experience, and expertise and offered services and advice beyond our requirements. We were not even considering a cloud solution, but Six Degrees submitted a strong business case for deploying Oracle RightNow on a cloud platform. Six Degrees team members convinced us that Oracle RightNow would offer significant benefits to us, and they were right,” Ahmad said.