CSK ServiceWare Corporation is a large, business-process, outsourcing service provider, based in Japan. The company offers business-process optimization, research, and analysis services for production, logistics, service, and financial functions. Its contact center supports a collaborative business model.
CSK ServiceWare wanted to build a new information-sharing infrastructure to strengthen and expand its collaborative contact center business model. It also needed to minimize server and software ownership to reduce system maintenance costs.
The company selected Oracle CRM On Demand, Enterprise Edition, based on partnership-relationship management capabilities that enable online collaboration with its clients. The solution allowed consolidating client and service information into a single repository, saving contact center staff from having to search for information in multiple applications.
As a result, CSK ServiceWare gained efficiency by making client details, required business process outsourcing services, contact history, actions and activities undertaken, and associated attachments visible and accessible in the CRM portal. This enables both clients and contact center staff to view information in real time and work together to address queries and resolve client issues.
The company also used the advanced analysis capabilities of Oracle CRM On Demand, Enterprise Edition to cut the time needed to produce various reports by 30% to 40%. This ensures clients receive reports faster, increasing their satisfaction with CSK ServiceWare.
CSK ServiceWare implemented the system and services in two months by adopting a software-as-a-service model. This enabled the company to curtail the workload and cost of developing and maintaining the system, while enhancing the level of information security.