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Building control systems manufacturer Crestron Electronics has re-engineered its customer service and support operations in the cloud, resulting in a tenfold increase in revenue.
In the cloud, Crestron is able to share its entire knowledgebase with each of its call center agents and field service engineers around the world, enabling them to monitor service quality and time to resolution to immediately determine if and when to escalate a case.
“The future of customer service is not limited to support. Our vision is to capture and integrate each customer interaction at every phase of the ownership experience.”
“Not only did we need to provide our customers with a simple and personalized way of communicating with us, we also needed to give our sales teams, corporate administrators, and dealers a current status of all our customer activities.”
“The most profound change we’ve had since moving customer service to the cloud has been the development of our knowledgebase. It not only helps customers search for solutions themselves, it enables our service agents to provide the most current and effective customer care possible.”
“One of the nicest things we’ve experienced with Oracle Service Cloud is the ability to customize the application—quickly and easily—to meet our internal needs as well as the needs of our customers.”
“Having a single, global service platform has not only helped us deliver better service to our customers, dealers, and systems integrator partners, it has also helped grow our business faster.”