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Oracle Customer Success—Intergraph Corporation
Intergraph PP&M Empowers Customers and Agents with Cloud Service Platform
ShareBy integrating Oracle’s Siebel solutions and Oracle Service Cloud, we both empower our customers as well as our customer service representatives by putting actionable information at their fingertips, ultimately ensuring we deliver a superior customer experience—all in the cloud.
— Scott Uptain, Executive Manager, Global Business Systems, Intergraph Corporation
Intergraph PP&M is the world’s leading provider of enterprise engineering software enabling smarter design and operation of plants, ships, and offshore facilities. Intergraph engineering solutions increase productivity and accelerate projects by providing the full design, construction, materials, and engineering data management capabilities needed for the creation, safe operation and maintenance, and capital Project Life Cycle Management of large-scale process, power, marine, and offshore projects.
Intergraph is part of Hexagon, a leading global provider of information technologies that drive quality and productivity improvements across geospatial and industrial enterprise applications.
Business Challenge
- Provide contact center staff with the ability to easily access Process, Power & Marine (PP&M) information to answer customer inquiries regarding engineering software for the design, construction, and operation of plants, ships, and offshore facilities
- Improve overall customer experience by empowering customers with self-help service to solve enterprise engineering software issues by implementing a modern, mobile-friendly, centralized cloud-based customer management system
Results
- Implemented Oracle Service Cloud with Intergraph’s existing Oracle’s Siebel solutions, creating a centralized single sign-on (SSO) portal—Intergraph’s “Smart Support”—that seamlessly enables customers to resolve problems using the knowledge base and only create service requests if necessary, improving the customer experience
- Improved the quality and accessibility of product information in the customer portal and call center, enabling Intergraph to better understand what information customers find useful, eliminating obsolete information
- Deflected service requests as a result of the Oracle Service Cloud solution. Of the customer visits where the customer searched the knowledgebase, 20% of the visits did not include opening a Service Request
- Provided a single view of customer interaction history, enabling faster response timesto customer inquiries regarding Intergraph’s PP&M division’s engineering software
- Increased productivity by providing customer service agents with a single user interface for all customer support needs
- Provided Intergraph with a central repository to quickly and easily update or modify more than 8,000 answers—without assistance from internal IT resources— decreasing time to publish and improving answer accuracy
- Improved Intergraph’s knowledge management process to create high quality content, helping to ensure the company is Knowledge-Centered Support (KCS) compliant
Why They Chose Oracle
Looking for a lower total cost of ownership, Intergraph decided to go with a cloud solution and considered both Oracle and Salesforce.com as potential choices. After evaluating both applications, the company decided on Oracle Service Cloud.
It was evident to me that Oracle Service Cloud was so much more mature than Salesforce.com on the service side. Additionally the Oracle solution provides the flexibility and functionality we need to deliver excellent customer service. We also relied heavily on Gartner’s assessment of Oracle Service Cloud as a leader in cloud service solutions.
— Scott Uptain, Executive Manager, Global Business Systems, Intergraph Corporation
Execution
Working with eVerge Group, Intergraph went live with the integrated Siebel and Oracle Service Cloud solution in December 2013. eVerge Group met with Intergraph, determined the project scope, provided the company with solutions alternatives for a number of challenges it was having, and developed a statement of work for the Oracle Service Cloud implementation, including the integration with Siebel. Based on this work, Intergraph selected Oracle and eVerge Group for its solution.
About Intergraph Corporation
Headquarters
Madison, Alabama, United States
Employees
4,000
Annual Revenue
$1 to $5 Billion
Partners
Intergraph engaged eVerge Group to implement the integrated Oracle solution.
“eVerge Group was a big factor in making this project successful. The group brought expertise to the table on both the Oracle Service Cloud and Siebel side. Among other things, the team was able to build a great SSO solution that helped make it transparent to the users as to whether they were in Siebel or Oracle Service Cloud. Because it was an unknown at the beginning of the project as to how well SSO would work and because this kind of integration between these two systems had not been done before, we considered this one of the main high risk areas on the project. eVerge worked diligently to deliver a very solid SSO solution that we have been very pleased with. eVerge was committed to helping make Intergraph successful on this project,” Uptain said.
Published: Jan 19, 2016