Presentation Title: Digital Transformation with Oracle Service Cloud at City of Edinburgh Council
Speaker: Mr David Green PYA Flag
Company: Atos
Presentation abstract: CEC faced a number of important challenges: a lack of citizen engagement, poor customer experience, and the high costs associated with running a very large contact centre operation. To help address these challenges, we have implemented Oracle Service Cloud as part of a digital transformation programme to provide a responsive on-line experience that is completely integrated with the CEC back office systems. The solution is truly cross-channel, with all functionality available in the contact centre, local offices and on line.

As a result of the transformation, CEC has seen a very rapid channel shift, with increasing numbers of citizens choosing to transact with CEC on-line each month. The immediate benefits are that on-line transactions reduce costs by more than 95% in comparison with call centre transactions, and that citizens are now kept fully informed of progress with their incidents via electronic means. Additionally, Service Cloud has allowed CEC to de-skill contact centre agents and further reduce costs by making each agent able to process any type of transaction.

In summary, the use of Service Cloud for this transformation programme has allowed CEC to massively increase the level of engagement of its citizens, improve the efficiency of its services, all while making a sizable reduction in operating costs.

In this presentation, we will show how CEC went about meeting the challenges, and realizing all of these benefits using Oracle Service Cloud.

Presentation begins: 08/12/2015 15:20
Presentation duration: 50
Presentation content level: 4 (1 = indepth, 5 = strategic overview)
Audience experience: All experience levels
Audience function: Customer/Senior Manager, Functional Manager
Speaker biography: Background in CRM / CX, mainly relating to Siebel and Oracle Service Cloud. Currently specializing in use of Service Cloud to drive improved CX and channel shift for clients
Related topics: Digital CX: CX - Customer Experience, Digital CX: Service Cloud
Hall: Executive Room 2

CEC_APPS15_v1.0_PrintVersion.pdf3.7 MB16/12/2015 11:09:55