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Oracle Customer Success — BPI OnDemand Limited

BPI OnDemand Limited

BPI OnDemand Optimizes Customer Experience with Oracle SaaS and PaaS

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Working with Oracle for more than 10 years, we have gone from zero to a multi-million-dollar company and helped our clients grow through our marketing, sales, and service solutions—all built in Oracle Cloud. The flexible subscription model helps ensure our clients adopt successful CX strategies.

— Fred Wilkinson, CEO, BPI OnDemand Limited

BPI OnDemand Empowers Clients to Boost Their Revenue Five-Fold by Integrating Marketing, Sales, and Customer Service on Oracle Cloud Platform

BPI OnDemand is a business performance improvement consultancy specializing in customer experience (CX) solutions, helping clients to deploy successful customer relationship management (CRM) strategies and achieve digital transformation. BPI OnDemand tailors solutions for its clients to acquire and retain customers and grow their businesses, and has provided CX services to organizations working in industries as diverse as communications, construction, financial services, higher education, hospitality, logistics, manufacturing, and retail.
 
The company went into business in 2008 using Oracle CRM OnDemand as a managed service and currently bases all its offerings on Oracle Software as a Service (SaaS) and Oracle Cloud Platform.
 
 
Challenges
  • Help clients across diverse industries meet customer demand by helping them differentiate their services based on first-class CRM systems and processes
  • Provide clients undergoing digital transformation with unified marketing, sales, and service solutions to help them deliver outstanding customer experience
  • Boost client retention and renewal rates by managing increasing CRM complexities and driving exceptional customer experience through the use of omni-channel CX solutions
  • Gain real-time insight into the company’s sales opportunities and business performance by using cloud-based business intelligence tools
Results
  • Helped clients boost revenue five times by equipping them with industry-specific, integrated CX platforms for increasing business and customer satisfaction, built on Oracle Platform as a Service
  • Achieved 90% renewal rates by prioritizing customer service as the key to retaining clients—delivering seamless, personalized, and responsive engagement through the integrated sales and service framework of Oracle Engagement Cloud
  • Created a seamless customer experience business model for BPI OnDemand and its clients by unifying marketing, sales, and service applications in a single repository under Oracle Integration Cloud
  • Grew the business through repeated replication of core solutions from one successful client to another across communications, construction, financial services, higher education, hospitality, logistics, manufacturing, and retail industries
  • Eliminated capital expenses and reduced operational expenses by subscribing to Oracle SaaS and Oracle Cloud Platform, on a model charged according to consumption, enabling BPI OnDemand to develop a successful business case that would have been impossible to realize without cloud technology
  • Gained 360-degree visibility on business performance and resource utilization by becoming an early adopter of the artificial intelligence analytics features of Oracle Engagement Cloud, helping prioritize sales opportunities and improve sales forecast accuracy
  • Amplified social relationships and professional services through a fast and high performing website as part of an omni-channel experience strategy using Oracle Content and Experience Cloud
  • Deepened engagement on social channels with new and existing customers using Oracle Social Relationship Management Cloud Service, leveraging social listening to improve product and service development
  • Harnessed the power of Oracle Artificial Intelligence Platform for analyzing millions of customer interactions consistently and repetitively across dozens of channels to drive insight into sales conversion opportunities, revealing patterns that allow sales teams to close more deals

 

The customer experience and business analytics solutions that Oracle delivers topped all others—and Oracle also provided the platform to integrate those solutions. It’s really about working with a company that is pushing the boundaries of technology.

— Michael Taylor, CTO, BPI OnDemand

Execution

“Since we couldn’t afford big servers and our business is a subscription-based model, we needed something that we could pay over time. Oracle Cloud was a great option, and that applies to our customers as well. Now our only hardware spend is on laptops—all else is handled by Oracle Cloud Platform.”

About BPI OnDemand Limited

Headquarters

 
Bracknell, United Kingdom

Employees

 
Less than 100

Annual Revenue

 
Under US$100 million
BPI OnDemand Limited, an Oracle Platinum Partner, has conducted more than 300 Oracle CX implementations in the United Kingdom, Europe, South Africa, and the United States for communications, construction, financial services, higher education, hospitality, logistics, manufacturing, and retail companies. In 2018, BPI OnDemand won the Oracle UK & Ireland CX Partner of the Year award.
Published:  Jul 26, 2019