Oracle Service Cloud enabled us to integrate many of our business-critical systems in one place to empower our customers as well as our contact center representatives—helping us to put actionable information at their fingertips and ultimately ensure we deliver a superior customer experience.
City of Sacramento is the capital city of California and the seat of Sacramento County. It is at the union of the Sacramento River and the American River in the northern portion of California’s expansive Central Valley. In 2014, its estimated population of 485,199 made it the sixth-largest city in California, and the 35th largest city in the United States.
Whether it is refuse collection, leaf pickup, street sweeping, or world-class drinking water, Sacramento is a leader in providing quality customer services. With its citizens top of mind, Sacramento City 311 sought to enhance these amenities by making city government even more accessible. The city looked to centralize its call center to make life a little easier for its residents, businesses, and visitors.
To meet its goals, City of Sacramento deployed Oracle Service Cloud—specifically Oracle RightNow Enterprise Contact Center Dynamic Agent Desktop Cloud Service—to establish a centralized, cloud customer management system where it can easily and quickly update or modify important 311 information, without assistance from internal IT resources. The Oracle solution helped the city to improve customer service performance and response quality to address ever-increasing inbound email and call volumes by integrating disparate business-critical work order and case management systems.
Additionally, Oracle Service Cloud helped the city optimize contact center staff productivity and efficiency by providing rapid access to relevant information—such as municipal animal care information—enabling its staff to answer various types of constituent inquiries that require significant institutional knowledge. Further, with Oracle in place, City of Sacramento can respond to citizen questions in an accurate, consistent, and timely manner.
In the future, City of Sacramento hopes to leverage the Oracle solution to improve constituent self-service capabilities to reduce the contact center’s workload. The city also plans for its contact center staff to further leverage the knowledge base as an internal reference.
We selected Oracle over Salesforce and Microsoft for a couple reasons. First, Oracle made the most sense for us cost-wise. We also liked Oracle’s software-as-a-service (SaaS) model and how open and configurable it could be without always having a heavy development cycle to go with it.
“We started our implementation project in January 2016 and began using Oracle Service Cloud on May 1,” Hobson said.
Oracle Partner AmberLeaf gave City of Sacramento guidance on how to design and architect the back end of Oracle Service Cloud, including the custom fields and custom objects. The AmberLeaf team also had a big hand in spinning up the business rule base and did a lot of work on City of Sacramento’s website for its “Ask a Question” piece.