Spirent Communications plc Improves the Customer Experience and Web Self Service by Using a Knowledge Management Platform
 
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Spirent Communications plc Improves the Customer Experience and Web Self Service by Using a Knowledge Management Platform

Spirent Communications works behind the scenes to help the world communicate and collaborate faster, better, and more often. The world’s leading communications companies rely on Spirent Communications to help design, develop, validate, and deliver world-class network, devices, and services. The company offers an extensive portfolio of solutions to test data centers, cloud computing environments, high speed Ethernet networks and services, 3G/4G wireless networks and devices, network security, and global navigation satellite systems. Today, Spirent is helping to test the first deployments of Internet Protocol version 6 (IPv6) networks globally, including Asia, Europe, and North America.

Spirent’s customers require high levels of support for a diverse and complex product portfolio, and the company is committed to delivering on this requirement. Spirent needed a solution to help its customers get the information they need quickly and at their convenience through its Web site. It also wanted to optimize support engineers’ productivity by allowing them to direct more time and resources toward high priority and highly complex issues. Limited search capabilities on the legacy support portal drove customers to open cases with Spirent Support Services and its highly trained support engineers, even for the most basic inquiries. Support engineers often faced similar challenges locating the information needed to answer customer questions, as they lacked an efficient way to find, share and distribute knowledge across the company’s many information silos.

After evaluating several solutions, Spirent Communications selected and deployed Oracle Knowledge for Web Self Service Enterprise Edition. The Oracle platform uses natural language processing to understand the true intent of each inquiry logged via the support portal’s search function. The Spirent Knowledge Base on the company’s Customer Support Center (CSC) finds the best possible answer using search enhancement features―such as communications industry-specific libraries and federation to search external sources.

Spirent Communications uses the platform to provide customers with an information-rich, high-performance self-service experience that keeps them coming back to its site when they need support. The company has reduced contact center call volume while better serving its customers. Each time a customer uses the knowledge base, they find answers faster than by calling, and it saves Spirent an average of US$210 per call―which is significant when multiplied across the thousands of calls received monthly. It also gained the ability to redirect, in the first six months that the system was live, between US$300,000 and US$1.4 million in support staff time from lower-value support calls to higher-value complex issues, with support center calls avoided thanks to better online support.

Further, Spirent Communications gave support engineers the tools they needed to rapidly find answers to a wide variety of customer inquiries, enabling the company to scale without adding additional support engineers.

Oracle Knowledge for Web Self Service Enterprise Edition
was instrumental in helping Spirent Communications become a strong adopter and advocate for Knowledge-Centered Support (KCS)—a methodology and a set of practices and processes that focus on knowledge as a key asset of the customer/technical support organization.

 
 

 
 

Challenges

A word from Spirent Communications plc

  • “Oracle Knowledge for Web Self Service Enterprise Edition empowers our customers to quickly find targeted answers to their questions, providing additional time for our support engineers to focus on complex customer issues and serve thousands of customers effectively and efficiently. It also allows us to better serve a growing install base with more scalable resources.” – Philip Joung, Senior Manager, Knowledge Management, Spirent Communications plc

  • Enable customers to efficiently find answers to their questions about Spirent’s network testing products and solutions via the company’s Web-based support portal
  • Optimize productivity of skilled support engineers as the company continued to grow, freeing them from routine inquiries and enabling them to focus on more complex issues and the company’s core business of network testing solutions
  • Unify disparate information silos—ranging from wikis, to sites used for testing service marketing databases—to enable employees across the enterprise to quickly and easily find information on any product and service

Solutions

  • Deployed Oracle Knowledge for Web Self Service Enterprise Edition to enable customers to quickly find targeted answers to their support questions via Spirent’s online support portal, improving customer satisfaction
  • Reduced contact center call volume while better serving customers
  • Enabled customers to find answers faster than by calling the contact center, saving Spirent an average of US$210 per call―which is significant when multiplied across the thousands of calls received monthly
  • Gained the ability to redirect, in the first six months that the system was live, between US$300,000 and US$1.4 million worth of support staff time to highly complex issues by avoiding support center calls, thanks to better online support
  • Enabled customers to receive responses to many inquiries in a fraction of the time required previously, when support personnel had to do manual research to answer nearly all customer questions
  • Achieved rapid customer adoption of the enhanced online support portal, ensuring the company can effectively and efficiently handle its thousands of weekly customer support inquiries and can scale using existing support engineer staff
  • Optimized productivity of support engineers via improved access to the engineering, network testing, and management information they need to respond to complex customer inquiries, enabling them to serve more customers in less time
  • Allowed departments across the organization to continue using their existing information storage and management systems, as Oracle Knowledge for Web Self Service Enterprise Edition automatically pulls necessary data from those systems—ensuring business continuity
  • Integrated Oracle Knowledge for Web Self Service Enterprise Edition with the company's Siebel Contact Center environment to provide an integrated desktop for CRM and agent intelligence, avoiding the need for contact center personnel to toggle between various screens to address customer inquiries, thereby accelerating customer service

Why Oracle

“After evaluating eight competing solutions, we concluded that Oracle Knowledge for Web Self Service Enterprise Edition was the best fit for us, based on our business needs,” said Philip Joung, senior manager, knowledge management, Spirent Communications plc. “It integrates seamlessly with our Siebel CRM platform and delivers high-quality knowledge access, which is one of the ways we continue to improve the quality and value of the products and services we provide to our customers.