Oracle rocks
April 10, 2018
Oracle rocks
Score 9 out of 10
Vetted Review
Verified User
Overall Satisfaction with Oracle Service Cloud
Using service cloud to help track the customer experience with various data points. Service cloud has helped us develop a back-office servicing channel to move away from front line customer service representatives; savings us on overall efficiency as an organization as well as improving the customer experience.
- Great reporting
- Ease of use for user
- Open APIs
- More advanced reporting
- Reduced staffing need
- Decrease customer delays (better cycle time)
- Cross trained staff
Oracle Service Cloud is easier to use however reporting is clumpy.
Oracle Fusion Service Feature Ratings
Using Oracle Service Cloud
500 - Reporting, analysis and customer service
200 - Customer service
- Efficiency
- Customer experience
- Employee empowerment
Evaluating Oracle Service Cloud and Competitors
Not Sure - Not sure
- Price
Oracle Service Cloud Implementation
- Implemented in-house
Change management was a small part of the implementation and was well-handled - Prepare staff in advance.
- Change
- Education
- Adoption
Oracle Service Cloud Support
| Pros | Cons |
|---|---|
None | Difficult to get immediate help |
Not Sure - Not sure what support we have
Unsure - Not sure if we have reported a bug or not
Using Oracle Service Cloud
| Pros | Cons |
|---|---|
None | None |
- Customer satisfaction
- Data analytics
- Omnichanel
Not Sure - Not sure