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Oracle Customer Success — D+M Group

D+M Group

D+M Group Gains 360-Degree View of Customer Activities, Improves Contact Center Effectiveness by 10%

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We want to provide our customers with an exceptional customer experience no matter which channel they choose or where in the world they live. Oracle Service Cloud enables us to capture the data we need to create a 360-degree view of each customer, while also reducing operational and maintenance costs.

— Scott Strickland, Global CIO, D+M Group

Founded in 2002, D+M Group designs, manufactures, and sells high-end audio, video, and media equipment as well as consumer electronics through its subsidiaries, including Denon, Marantz, and Boston Acoustics. The company—which sells its products largely through resellers, distributors, and retailers—offers products, such as amplifiers, speakers, DVD players, multiroom audio, and headphone equipment in North America, Europe, and Asia.
 
Challenges
  • Implement a unified, global, customer service, sales, and marketing platform that can support local rules and regulations in 70 countries while scaling for future growth
  • Increase customer engagement and loyalty in the competitive consumer-electronics space by creating a single, 360-degree view of each customer
  • Create online, self-service tools to reduce contact-center volume and costs
  • Reduce back-office infrastructure-management costs and system downtime with a cloud-based solution
Results
  • Implemented Oracle Service Cloud globally to ensure a centralized customer-service platform that can scale to support growing audio and media product demands, while also reducing infrastructure-management costs
  • Developed a global, centralized self-service FAQ resource with 1,890 questions and responses covering all audio and media products, reducing contact-center call volume and costs while ensuring customers have access to high quality, consistent, region-specific information with Oracle Service Cloud Web Customer Service
  • Provided contact-center agents with a single, 360-degree view of customer activities across channels—including phone, e-mail, social media, and web-based self-service tools—to enhance customer engagement and grow loyalty with Oracle Service Cloud Cross-Channel Contact Center
  • Integrated multiple legacy systems into the Oracle Service Cloud platform, which helped reduce the average call handling time by two minutes, improve call-center agent effectiveness by 10% in FY2014, and reduce maintenance costs
  • Cut the percentage of long calls (those over 12 minutes) from 26% of total calls to 15% in just seven months—improving agent productivity
  • Escalated calls to the most qualified resource to cut call-wait times
  • Used Live Chat to improve agent response consistency and reduce cost per contact 
  • Enhanced analytics and reporting capabilities to better measure average call-handling times, hold times, and abandonment rates and ratios, while identifying where the company should add new FAQ content to further reduce call volume
  • Accelerated global marketing and sales campaign development for electronics and made it easier to develop and implement targeted region- and customer-specific campaigns by centralizing global product and customer information

 

When we began this project, we evaluated several offerings, but chose Oracle Service Cloud, which enabled us to bring our marketing and customer-service operations to the next level by integrating social and mobile capabilities, which was key for our business needs.

— Alex Alexandrou, D+M Group’s Vice President of Digital Marketing and Customer Engagement

Execution

D+M Group worked with Oracle Specialized Partner Helix Business Solutions, LLC to complete the initial Oracle Service Cloud implementation in North America. The company then continued a phased roll-out, rolling out the platform to several countries in Europe and then expanding to China. D+M Group is currently working with Oracle to implement the solution in Japan and Australia.

About D+M Group

Headquarters

 
Mahwah, New Jersey

Employees

 
2,500

Annual Revenue

 
$100 to $500 Million

Partners

Oracle Specialized Partner Helix Business Solutions, LLC is an Oracle Service Cloud implementation expert. It was a key resource in ensuring D+M Group achieved the maximum benefit from the Oracle solutions. The partner helped D+M Group build and implement the new customer service and marketing platform, and ensure smooth integration with D+M Groups’ other critical IT systems.

Oracle Solutions Used

Published:  Oct 08, 2014