Oracle Customer Success—Meridium, Inc.

Meridium Optimizes Customer Service and Workflow Efficiency, Saves $118,000 in Operational Costs in the First Year with Cloud Solution

Prior to Oracle Service Cloud, we were experiencing what I like to call “email madness.” With the Oracle solution in place, we went to an extremely streamlined single point of reference, as well as processes that allow for continued growth.

— Elena Brown, Program Manager, Global Support Services, Meridium, Inc.

Meridium, Inc. is a global leader in asset performance management (APM) software and services for asset-intensive industries. Meridium increases asset availability, improves safety, optimizes costs, and lowers risks for its global clientele in more than 80 countries with more than 1,200 licensed sites around the world. Through its unique software developed in collaboration with its clients, Meridium predicts and prevents asset failures with intelligent asset strategies. Founded in 1993 and headquartered in Roanoke, Virginia, with offices around the world, Meridium is the pioneer of APM and continues to drive innovation, leveraging the data from sensors, devices, systems, and smart equipment to minimize unplanned events, incidents, and downtime.

Business Challenge

Improve visibility into thousands of customer email inquiries and interactions to enhance the customer experience—particularly important as the software company doubled in size in just one year
Increase business revenue for the company’s APM software and services by enabling support engineers and developers to quickly access incidents and answers, perform analysis, make updates, and communicate to customers

Ensure effortless transition to modern best practices leveraging workflow automation, custom fields, custom objects, and more to help drive agent adoption

Improved the customer experience with Oracle Service Cloud—expediting call center and email contacts, answering customer inquiries faster, and allowing management to rapidly compile and analyze key data and feedback from customers
Gained ability to track and monitor a high volume of customer inquiries by using Oracle Service Cloud’s pre-defined business rules to automate lead assignment to the appropriate global support engineers

Created a single, unified tool to empower support engineers to seamlessly serve customers across the globe and dynamically deliver the most relevant information and knowledge to each customer issue
Reduced initial response times, regardless of severity, from 3.5 days to 14 hours, and decreased resolution time by 70%
Saved more than US$37 per incident due to streamlined processes and increased productivity
Enabled developers to resolve product issues 72% faster—from 180 to 49 days
Generated a knowledgebase with approximately 3,000 articles to enable support engineers and developers to quickly and easily address APM software questions—saving Meridium approximately $118,000 in operational costs in the first year
Saw an Oracle Service Cloud adoption rate increase of 1085% in the first year, and an additional 37% uptick in 2015—and Meridium is on track to see another 50% increase in 2016
Automated daily, weekly, and monthly reports—such as customer experience and incident rate reports—to offer global stakeholders insight into operations and drive more informed business decisions
Delivered a rapid return on investment and reduced costs through ease of deployment and high scalability

Oracle Service Cloud stood out to us because it is agile and requires minimal IT resources for maintenance—all extremely important for an organization that is rapidly growing. Additionally, we did not have to buy a web tool and could perform metric reporting directly from the system.

— Elena Brown, Program Manager, Global Support Services, Meridium, Inc.

Execution

“We began implementing Oracle Service Cloud at the end of Q2 in 2013, and did an internal go live at the end of Q4. We went fully live with all customers and stakeholders in January 2014,” Brown said.

“Originally we intended for 15 global support engineers to use Oracle Service Cloud, however, over the last two years we have grown to 200 users spanning six departments,” Brown said.