Leading provider of software for the Insurance industry, serving carriers, agencies and MGAs

The client's solutions are used by over 500,000 insurance professionals worldwide.

• High call volumes at the support center
• Inefficient processes to find answers - customers and agents
• Poor structure of knowledge content

• Information Manager - designed knowledge repository, defined content templates, categories, workflows and access control
• InfoCenter - self-service portal
• Oracle Knowledge Search
• Oracle Knowledge Call Center Advisor and Self Service Portal using iConnect for Oracle CRM OnDemand
• ETL process for loading data into Oracle Knowledge Analytics
• Ongoing application management, monitoring and support, including patch applications and upgrades

Leading manufacturer of appliances across all major categories, including fabric care, cooking, refrigeration, dishwashers, countertop appliances, garage organization and water filtration

• Improve support center agent productivity (500 support agents)
• Field service agents needed access to the right solutions onsite in order to resolve onsite issues quickly

• Oracle Knowledge InfoCenter - web application for customers and agents
• Oracle Knowledge Search crawlers
• Oracle Knowledge Analytics applications
• Integration with Siebel CRM
• ETL process for loading data into Oracle Knowledge Analytics
• Continue to provide periodic enhancements based on client requirements

One of the world's largest automakers, its roots going back to 1908

• Inefficient content search across multiple external systems
• Slow solution search within the CRM system
• Lack of content creation causing inaccurate and inconsistent data
• No customers self-service

• Knowledge Manager - defined content templates and categories to ensure consistent structure and classification, integrating content creation process with case resolution process
• InfoCenter - customer self-service search
• Analytics - measure effectiveness of the content
• Migrated content from existing TIC Internal and EKMS database to Information Manager
• Oracle Knowledge webpage within the service request
• Integrated with Oracle CRM OnDemand using iConnect to enable the following actions from within a case: search knowledge content, view the content, link and unlink content, and create content

The largest independent Application Lifecycle Management (ALM) vendor, with over 3,000 enterprise customers and 1M+ end users

The company helps organizations orchestrate their application development, IT and business processes

• Older version of software was no longer supported by the vendor
• Sub-optimal performance and concerns regarding future scalability
• Overall need to reduce the total cost of ownership for the solution

• Installed and configured Oracle Knowledge products in development, staging and production systems for the new environment
• Migrated and upgraded all data
• Ported custom authenticator code
• Migrated customizations for  crawler, web apps, search
• Set up new analytics environment
• Tuned solution for optimal performance
• Integration with Single
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