Oracle Service Cloud

Oracle Service Cloud

Oracle Service Cloud - Travel and Tourism

Travel and Tourism

4
Working Years
1050+
Reports
200+
Custom Scripts
8
.Net AddIns
40+
Custom Processes
50+
Customer Portal Pages
  • Leveraged Oracle Service Cloud Customer Portal Framework to design and develop a sales portal for 1000+ branches all across India. This sales portal allows Branch Managers and Branch Agents to capture travel inquiries of Walk-In customers.
  • Under Corporate Travel, 300+ Travel Desks were created using Incidents to communicate between Travel Experts and Corporate Customers.
  • Designed and launched dozens of Cross-sell and up-sell Mailings, CSAT Surveys, NPS Surveys, Pre/Post/On Tour Surveys. Segments were heavily designed to targed the right audience.
  • Created several system alerts using Reports to notify Administrators and CRM owners in case of functionality failure. For example: Techmail-S, Incident out-of-office loops, Incidents falling in wrong queue, Customization/Integration failures.
Oracle Service Cloud - Travel and Tourism

Travel and Tourism

4
Working Years
1050+
Reports
200+
Custom Scripts
8
.Net AddIns
40+
Custom Processes
50+
Customer Portal Pages
  • Leveraged Oracle Service Cloud Customer Portal Framework to design and develop a sales portal for 1000+ branches all across India. This sales portal allows Branch Managers and Branch Agents to capture travel inquiries of Walk-In customers.
  • Under Corporate Travel, 300+ Travel Desks were created using Incidents to communicate between Travel Experts and Corporate Customers.
  • Designed and launched dozens of Cross-sell and up-sell Mailings, CSAT Surveys, NPS Surveys, Pre/Post/On Tour Surveys. Segments were heavily designed to targed the right audience.
  • Created several system alerts using Reports to notify Administrators and CRM owners in case of functionality failure. For example: Techmail-S, Incident out-of-office loops, Incidents falling in wrong queue, Customization/Integration failures.
Oracle Service Cloud - Ad Hoc
  • Designed and implemented Gamification for Staff Accounts to help improve their performance and efficiency in resolving Incidents.
  • Designed and directed implementation of Staff Accounts Multi-Edit AddIn, Incident Merge AddIn, Contact Merge AddIn.
  • Designed and implemented internal support service desk to help internal support consultants support our clients in a structured and documented manner.
  • Designed and directed implementation of Training Center on Oracle Service Cloud Customer Portal. This Training Centre is used to train and evaluate agents.

Ad Hoc Projects

Oracle Service Cloud - Ad Hoc

Ad Hoc Projects

  • Designed and implemented Gamification for Staff Accounts to help improve their performance and efficiency in resolving Incidents.
  • Designed and directed implementation of Staff Accounts Multi-Edit AddIn, Incident Merge AddIn, Contact Merge AddIn.
  • Designed and implemented internal support service desk to help internal support consultants support our clients in a structured and documented manner.
  • Designed and directed implementation of Training Center on Oracle Service Cloud Customer Portal. This Training Centre is used to train and evaluate agents.
Oracle Service Cloud - E - Commerce

E - Commerce

  • Designed and implemented Customer Support and Seller Support service desks.
  • Screenpop integrated with Ameyo CTI to pop Contact of the inbound caller.
  • Integrated with Magento to pull Order and Shipment details in realtime.
  • Transactions Surveys to capture customer feedbacks. Different for Voice and Email channels.
Oracle Service Cloud - E - Commerce

E - Commerce

  • Designed and implemented Customer Support and Seller Support service desks.
  • Screenpop integrated with Ameyo CTI to pop Contact of the inbound caller.
  • Integrated with Magento to pull Order and Shipment details in realtime.
  • Transactions Surveys to capture customer feedbacks. Different for Voice and Email channels.
Oracle Service Cloud - Accounting
  • This project aimed at collecting data submitted by customers through website portals and generate Reports using Oracle Service Cloud Analytics.
  • Designed a comprehensive Integration using Connect REST API with company website to store data collected from forms, inquiries, tax record submissions.
  • Designed several Reports in Oracle Service Cloud to generate data collected from company website.

Accounting

Oracle Service Cloud - Accounting

Accounting

  • This project aimed at collecting data submitted by customers through website portals and generate Reports using Oracle Service Cloud Analytics.
  • Designed a comprehensive Integration using Connect REST API with company website to store data collected from forms, inquiries, tax record submissions.
  • Designed several Reports in Oracle Service Cloud to generate data collected from company website.
Oracle Service Cloud - Financial Services

Financial Services

3
Working Years
50+
Integrations
15
Custom Processes
50+
Customer Portal Pages
  • Leveraged Oracle Service Cloud Customer Portal Framework to design and develop three Portals for Customers, Dealers and Internal Employees.
  • The Portal for Customers, following an OTP Login, is a self-service portal that allows customers to view their Loan Agreement details, generate and download documents, raise Service Requests, raise call-me-back requests and chat with agents using Oracle Service Cloud Chat.
  • The Portal for Dealers, following the legacy Customer Portal Login, allows Dealers all across India to view Agreement and Prospect details, view/download reports on performance, disbursals, sales incentives, raise Trade Advance Requests, raise Service Requests on behalf of their Customers and chat with agents using Oracle Service Cloud Chat.
  • The Portal for Employees, following a Single Sign On Login, allows Employees all across India to have a superset view of Dealers and Customers assigned to them, raise Service Requests on behalf of Dealers and Customers.
  • Developed Customer and Dealer Android Apps working as self-service touch points. The apps function with Oracle Service Cloud Connect Rest API as the foundation.
  • Designed and implemented customized Data Import utilities for uploading Incidents with Custom Field as a Primary Key.
  • Designed and implemented customized Service Level Agreement using Custom Objects and CPMs. The Custom Service Level Agreements calculates custom due dates for Incidents based on the Category set. The impromptu changes of SLAs and constant additions in Holidays demanded the need of designing customized SLAs.
  • Integrated SMS gateway to send SMS of Threads added by agents in Incidents.
  • At least 50 integrations were done with Legacy systems of the client.
  • Customized Incident Escalations to send Escalation Emails to agents, managers and managers of managers. The hierarchy of agents and managers was set using Staff Account Departments.
  • Developed a Content-Pane AddIn to help generated Report Data and export as Excel files. This AddIn was created to solve query limit exceeded errors by using SOAP Batching method of Oracle Service Cloud Connect Web Services.
Oracle Service Cloud - Financial Services

Financial Services

3
Working Years
50+
Integrations
15
Custom Processes
50+
Customer Portal Pages
  • Leveraged Oracle Service Cloud Customer Portal Framework to design and develop three Portals for Customers, Dealers and Internal Employees.
  • The Portal for Customers, following an OTP Login, is a self-service portal that allows customers to view their Loan Agreement details, generate and download documents, raise Service Requests, raise call-me-back requests and chat with agents using Oracle Service Cloud Chat.
  • The Portal for Dealers, following the legacy Customer Portal Login, allows Dealers all across India to view Agreement and Prospect details, view/download reports on performance, disbursals, sales incentives, raise Trade Advance Requests, raise Service Requests on behalf of their Customers and chat with agents using Oracle Service Cloud Chat.
  • The Portal for Employees, following a Single Sign On Login, allows Employees all across India to have a superset view of Dealers and Customers assigned to them, raise Service Requests on behalf of Dealers and Customers.
  • Developed Customer and Dealer Android Apps working as self-service touch points. The apps function with Oracle Service Cloud Connect Rest API as the foundation.
  • Designed and implemented customized Data Import utilities for uploading Incidents with Custom Field as a Primary Key.
  • Designed and implemented customized Service Level Agreement using Custom Objects and CPMs. The Custom Service Level Agreements calculates custom due dates for Incidents based on the Category set. The impromptu changes of SLAs and constant additions in Holidays demanded the need of designing customized SLAs.
  • Integrated SMS gateway to send SMS of Threads added by agents in Incidents.
  • At least 50 integrations were done with Legacy systems of the client.
  • Customized Incident Escalations to send Escalation Emails to agents, managers and managers of managers. The hierarchy of agents and managers was set using Staff Account Departments.
  • Developed a Content-Pane AddIn to help generated Report Data and export as Excel files. This AddIn was created to solve query limit exceeded errors by using SOAP Batching method of Oracle Service Cloud Connect Web Services.
Oracle Service Cloud - Life Insurance
  • Implemented Syndicated Proactive and Reactive Chat with customized Chat Widgets.
  • Integrated with MS Dynamics to upload chat data in realtime.
  • Oracle Service Cloud Customer Portal customized to be used as Knowledge Center for Sales and Support Agents.

Life Insurance

Oracle Service Cloud - Life Insurance

Life Insurance

  • Implemented Syndicated Proactive and Reactive Chat with customized Chat Widgets.
  • Integrated with MS Dynamics to upload chat data in realtime.
  • Oracle Service Cloud Customer Portal customized to be used as Knowledge Center for Sales and Support Agents.
Oracle Service Cloud - HealthCare

HealthCare

  • Customer Portal revamp to develop a self-service portal with functionalities including: Answer Quick Search Widget, Product/Category Widget Search Auto-Complete, Saved Searches Widget, Column show/hide in reports/Grid Widget and more.
Oracle Service Cloud - HealthCare

HealthCare

  • Customer Portal revamp to develop a self-service portal with functionalities including: Answer Quick Search Widget, Product/Category Widget Search Auto-Complete, Saved Searches Widget, Column show/hide in reports/Grid Widget and more.
Oracle Service Cloud - Banking
  • Migrated HiveLive data to Oracle Service Cloud Community Self Service

Banking

Oracle Service Cloud - Banking

Banking

  • Migrated HiveLive data to Oracle Service Cloud Community Self Service

Let's Connect