Embracon Delivers More Responsive Customer Service and Improves Decision-Making with Integrated Customer Relationship Management System
 
 

Embracon Delivers More Responsive Customer Service and Improves Decision-Making with Integrated Customer Relationship Management System

  • Oracle Customer:  Embracon
    Location:  São Paulo, Brazil
    Industry:  Financial Services
    Employees:  2,000
    Annual Revenue:  Under $100 Million

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Founded in 1988, Embracon has 95 branches across the country. With 2,000 employees and more than 1,000 business partners nationwide, the company markets purchase plans for cars, motorcycles, boats, tires, and real estate, representing brands, such as Mitsubishi and Suzuki, among others.

To serve its 90,000 customers, spread across the country, the consortium administrator created a customer relations center. However, the in-house-developed system used for managing the customer relations center limited information access and created bottlenecks in customer response times. After conducting an exhaustive survey of alternatives available on the market, the company chose Oracle’s Siebel Contact Center, which enabled it to create a workflow that improves the information exchange between the sales, administration, and customer-care departments, providing a single view of customers and their relationships with the consortium, thus leading to faster customer service. Embracon deployed modules for partner services, campaigns, and management, enabling it to manage sales, marketing, and call center operations.

With the use of the Oracle solution and its integration with the company’s other information technology environments, Embracon extracted information that led to improved internal processes—for example, integration with the consortium platform to provide a better view of its entire customer service operation. Additionally, the company used the Oracle solution to electronically document customer contacts, claims resolution, marketing and sales campaign activities, and consultation services within the consortium’s management system, so that the company now has a historical file for each customer.

 
 

 
 

Challenges

A word from Embracon

  • “With Oracle’s Siebel Contact Center, we improved our customer service process by creating a clear workflow and enabling cooperation between various sectors. After implementing the system, we have not experienced stranded requests, and our customer response times are much faster.” – Luciano Neves Sousa, Systems Manager, Embracon

  • Modernize the company’s customer service center, which had severe functionality limitations that created bottlenecks and slow response times
  • Make information from the sales and finance departments available to the call center, thus reducing query-response time and improving workflow
  • Provide access to information gathered by the call center regarding customer contacts, thus enabling the company to have greater control over sales, marketing, and customer care operations related to the consortium’s car, boat, tire, services, and real estate purchase plans

Solutions

Oracle Product and Services

  • Implemented Oracle’s Siebel Contact Center for better integration with each department’s hardware platform, including finance and operations, accelerating response times to customer queries related to issues that range from quota transfers to credit analysis
  • Created a workflow that enabled the company to extract information from each customer contact, such as billing or sales, to improve customer service and accelerate decision-making, thanks to a notification system available in Siebel Contact Center that forwards each customer's request to a team, rather than one person, for faster responses
  • Used Siebel Contact Center to integrate various communication channels—telephone, e-mail, chat, and in-person—by bringing together data from the customer service center, internal support departments, and physical customer service stores, an improvement over the previous system that couldn’t track information exchanged with customers
  • Improved interdepartmental interactions, as the system sends queries to other departments with a response deadline, directing departments rather than specific people to facilitate tracking and follow-ups

Why Oracle

“We chose Oracle’s Siebel Contact Center for several reasons,” said Luciano Neves Sousa, systems manager, Embracon. “The tool has worldwide recognition among customer relationship management (CRM) solutions, and it perfectly met our need to extract information from the previous system to improve our customer service. Oracle was greatly involved in all stages of the project. We were already users of Oracle Database, Standard Edition and were familiar with its performance and stability. This led us to trust the company’s other products.”

Implementation Process

“We deployed our prior CRM system in an old programming language that made it difficult to integrate with other systems, so the process of migrating to Siebel Contact Center was almost like starting from scratch. Another challenge we faced was user attachment, as the new product represented a great paradigm shift. For this reason, the training stage environment provided by Via Consulting was essential to the success of Siebel Contact Center’s implementation,” Neves Sousa said.

Partner

“The Via Consulting team was critical to our implementation process, both in identifying our needs and in the selection of Siebel Contact Center, for which they are specialists. In addition, they did excellent work during the migration and user training,” Neves Sousa said.

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