Willy Loman was in a quandary. He had made the decision to utilize Customer Experience (CX) technology to help him achieve his sales goals. But the business was not developing the way that he thought it would, and the revenue that he needed to produce was not growing as fast as he thought it might. Something was wrong. Perhaps he made the wrong decision regarding what he thought was the correct CX technology acquisition decision. William couldn’t put his finger on it, but he knew that he needed help, fast! What is a sales director to do? Call Perficient, an Oracle platinum partner, and their Experience Design (XD) group of course! XD, Willy thought, will help him exit the sales jam that he found himself in. XD is Perficient’s CX design agency that takes an agnostic approach to helping the client build a strategic CX plan that best meets their need. So Willy dropped a dime.
XD came in hot and fast. When Mr. Loman called, XD’s consultants packed the computers tight in their Targus backpacks, jumped in their hot rods and rode quick over to Mr. Loman’s office. After spending the right amount of time understanding the business, business goals, target growth plans, technology comfort, the industry, and all the other factors that needed to be considered, the company had an XD created strategic plan vetted by Mr. Loman and his management team. They were ready to roll. But they still had to make a CX product decision. The previous non-Oracle CX solution simply was not working for his company, and definitely not working for him.
Mr. Loman’s company has direct relationships with tens of thousands, if not millions of consumers. The CX product he selected needed to be a cloud based solution that could handle that consumer volume, and would help him stay ahead of the competition by delivering a single, seamless conversation with customers across all communication channels. What was he to do? The answer: Mr. Loman selected Oracle’s RightNow CX cloud base solution implemented by Perficient. The Oracle RightNow CX solution met all of the requirements as Willy articulated above. And RightNow delivered the results fast, accurately, and in dramatic fashion that allowed Willy to return poolside so he could continue sipping his favorite triple shot Double Chocolaty Chip Frappuccino® Blended Crème with non-fat milk.
Why Oracle’s RightNow CX cloud solution? Because it helps Mr. Loman’s company to thrive in today’s customer empowered environment, where brands need to deliver the best customer experiences when, where and how customers want it. Oracle RightNow CX Cloud Service combines Web, Social and Contact Center experiences for a unified, cross-channel service solution in the Cloud, enabling organizations to increase sales and adoption, build trust and strengthen relationships, and reduce costs and effort. RightNow’s service enterprise platform provides transparent reliability, unmatched security, and total Cloud freedom for mission critical customer experience delivery. And Mr. Loman realized a 95% increase in customer satisfaction, sales leads increased by 50% and shopping cart size increased by 25%! All great indicators that told Willy he had indeed made the right decision by selecting Oracle’s RightNow CX Cloud Service solution.
All delivered by Perficient. A 2,000 colleague strong, $300M annual revenue, nationally focused, publicly traded (ticker: PRFT) consulting firm that is an Oracle platinum partner. Have a look at Perficient’s website here, www.perficient.com, we’ll help turn your CX business plans into reality. Contact us now and we’ll roll out to your office ASAP to get started immediately to resolve your CX needs.
