Working with Service Cloud (RightNow) since 2008
We specialise in the outsourcing of administration, configuration and integration of Oracle Service Cloud. We can help minimise training and maintenance costs and get your Service Cloud instance up and running as quickly as possible. As Service Cloud consultants we also work with complimentary Oracle products such as Oracle Policy Automation (OPA), Engagement Engine (EE) and Oracle Integration Cloud (OIC).
All our services are available as fixed fee projects or completely adhoc by the hour or with one of our bulk save work packages. Contact us today to get started working through your Service Cloud backlog.
Whist we are not currently making on site visits we are working as normal with capacity to help in the often busy times. If you require help to manage incident levels or setup Customer Portal information pages or forms to cope with the current situation please don't hesitate to reach out to us.
We work with you to define requirements and Key Performance Indicators (KPIs) for your stated goals. Whether your goal is cost reduction, customer satisfaction or retention we can help define success and a path to get you there.
We'll design and develop solutions to deliver the stated targets. Working closely with your internal teams to ensure all systems and workflows operate smoothly together.
We don't like to down tools after delivery, improvement is a continuous process and we like to ensure success by evaluating against previously defined KPIs. Keep refining and improving is what we strive for.
Nobody uses Service Cloud in complete isolation within a company, which is probably why integrations are one of our most common requests. With years of experience integrating Service Cloud with numerous third party systems we can help create real time or batch data integrations, SSO connections or simply advise on consuming Service Cloud APIs and best practices. Integrating allows for a more unified experience for agents or customers and is essential for a modern customer service experience.
Are you migrating from another system or synchronising data with other systems? We know how to get your data where it needs to be and get you up and running as soon as possible. Any data retention policies such as for GDPR we can work on too, implementing intelligent policies to stay on the right side of regulations.
Do you have a website and need your Service Cloud web pages (Customer Portal) to match? We specialise in fully responsive theming and design for all your support including chat. Bring a unified experience to your support pages. Complete customisation options are also available as required utilising the various Customer Portal frameworks and Custom Objects (database tables).
We can help customise and optimise your agent workflow and help hit peak efficiency. With the use of Custom Processes, Custom Objects, Business Rules, Addins and Extensions we can help automate and extend the agent workflow so your agents spend more time on customers and less time on complicated workflows. With our integration services we can also help achieve a more unified customer view for agents from within the Service Cloud system, creating better a better customer experience.
Whatever your operational stats and KPIs are, keeping your finger on the pulse is central to maintaining and improving service. Our additional real time operational dashboard gives an instant overview of your contact centre health to help maintain customer service and identify larger issues.
Few companies really make the most of Service Cloud Chat but we'd like to change that. We can help with complete re-theming, configuring and organising queues, intelligently initiating chat with Engagement Engine and even assist with implementing Oracle Virtual Assistant.
We believe in building relationships with our clients. We want to get to know your environment and company Don't just save training and workforce costs, outsource your Service Cloud administration to us. Submit requests via our ticketing system or pick up the phone and have us take care of it. Each account is assigned a key administrator who will get to know your system and company practices.
Try our recently released dashboard. We were playing around with the Service Cloud API to demonstrate what could be achieved, and we put together a dashboard. Have a play yourselves, all you need is your domain and a valid session ID! dashboard.corestudio.uk.
Keep users informed in real time with our Service Status app. Configurable directly within the agent console or BUI.
Enable you agents to pull previously assigned incidents with our free Add-In.
Add the ability for users to download the transcript of a chat at any time with this handy widget.
Try out our experimental operations dashboard for Oracle Service Cloud, built using the REST API.
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