CGI Sweden streamlines IT support across multiple technologies and customer channels with Oracle Service Cloud.
CGI Group Inc. is a global, independent information technology and business process services firm. It serves thousands of global clients in offices and delivery centers across the Americas, Europe, and Asia Pacific, leveraging a comprehensive portfolio of services.
In Sweden, CGI’s mission is to be a complete IT consultant in a multitude of technologies and verticals, and, as a part of this, it supports and hosts a range of different IT environments. Upon taking over the internal support for one of its key customers, it implemented Oracle Service Cloud to enhance the management of 300 incidents per month, reduce response times, save support consultants’ time, and improve customer satisfaction.
“Using Oracle Service Cloud to support one of our key customers, we comfortably and confidently manage more than 300 inbound support incidents each month. Saving 30 hours per month means we can spend more time with our customer—the detailed analytics enable us to better manage our business.”
Streamline management of 300 IT incidents and change requests per month for a key customer to ensure prompt responses and adherence to service level agreements (SLAs)
Enhance overview of ongoing customer technical support issues to maximize the use of internal resources and reduce duplication of efforts
Improve tracking of incidents and customer communications, previously stored on disparate systems and mailboxes, to enable more consistent and structured service delivery
Reduce support times and improve internal knowledge management by deploying a centralized knowledge base for all six IT support consultants
Provide detailed analytics to management on all inbound incidents and resolutions to improve strategic decision-making—for example, concerning resource allocation and training needs
We selected Oracle Service Cloud because of its modern multichannel support, flexibility, agility to rapidly improve customer satisfaction, and short implementation time with zero infrastructure maintenance. Oracle Service Cloud was perfectly suited to enhance our IT support business.
Why CGI Sverige AB Chose Oracle
—Johan Toresjö, Director Consulting Services, CGI Sverige AB
Boosted support operations for a key customer across enterprise resource planning, human resources, and contract management systems by implementing Oracle Service Cloud to manage IT support requests—leading to a customer satisfaction rating of 9.0/10 for service delivery
Saved at least 30 hours each month on a single business customer by enabling CGI Sweden’s support consultants to work in a more structured and unified way, eliminating unnecessary duplication and enabling the team to spend more time improving the customer relationship
Provided detailed analytics to senior staff—for example, incident resolution time per technology type—enabling CGI Sweden to adhere strictly to customer SLAs, and better forecast future staffing needs
Shortened response times to a range of IT support issues by providing technical support consultants with up-to-date knowledge at their fingertips, thanks to Oracle Service Cloud’s rich knowledge database and standard answer functions
Improved incident monitoring significantly by enabling managers to view the statuses of all ongoing customer incidents at any time and take appropriate action
Enabled better management of all inbound customer IT change requests through multiple channels on a single cloud system—streamlining customer support and processes and eliminating previous confusion regarding which consultant was working on which customer issue
Ensured that maximum internal resources can be dedicated to customer incident management with a cloud platform that does not require staff to manage the support, backup, and security of the infrastructure and application
Provided scope to manage and improve IT support services for CGI Sweden’s other customers across various sectors including telecommunications, health, manufacturing, oil and gas, and government