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Capgemini wanted to improve service levels and customer support response times for more than 50 customers with Oracle implementations across the United Kingdom (UK) and enable a team of 180 support staff across five UK locations to respond more quickly and efficiently to customers. The challenge was to enable support engineers to be more proactive and to foresee and respond to potential problems, thus decreasing the risk of downtime for client applications and reduce the overall cost of providing support services. Capgemini saved up to half-a-day per service request by automatically uploading correct technical details directly to Oracle Support at the time of logging a support call, eliminating the need to request and wait for information from different sources.
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