How we helped a leading electronics company upgrade their customer services platform

 

Background and brief

 

At the end of 2015, Oracle Service Cloud launched a new framework for its customer service portal. This meant that the old framework would be discontinued by the following year, and therefore required users to upgrade their systems to enable the functions and features of the new system.

 

Bowers & Wilkins, a global home electronics brand based in Worthing, West Sussex, needed expert support to help them migrate their customer portal service to Oracle’s new framework. As a specialised Oracle Service Cloud Partner, Experience Assist was presented with the challenge of completely reconfiguring Bowers & Wilkins’ customer service portal to a new platform without any disruption to service output.

 

The challenge

 

Originally established in 1966, Bowers & Wilkins is now a market-leading electronics brand with distribution chains and customers all over the world. As an organisation with such a distinguished reputation, it was essential from the outset that the quality of the company’s customer service provision was never compromised during the transition operation.

 

Our approach

 

The process involved examining in detail the way the company’s existing customer portal looked and worked, including the way all widgets and functionality were presented. To ensure the transition was completely seamless, we had to replicate their web coding and transfer this existing coding to the new platform so that everything would work in the same way.

 

In order to ensure the whole journey was seamless, we had to carry out a period of comprehensive testing before we could make the new platform live. It was essential for Bowers & Wilkins that this process was completed without causing any downtime to their system.

 

Outcome

We successfully facilitated the upgrade and transition of Bowers & Wilkins entire customer service platform without any disruption or downtime to their system. We were able to ensure the process was completely seamless and reflected the high standards the organisation’s customers expect.

 

The company is now able to fully access the improved features on offer with Oracle Service Cloud’s new framework.

 

“Working with Experience Assist was easy; it was like having our own team in-house. Our priorities were their priorities. They were extremely knowledgeable, professional, flexible and transparent throughout. When issues arose they were addressed promptly, with no impact on the final delivery promise. We were kept informed throughout; the cutover was seamless and results exactly as expected”.

 

“We will definitely be using Experience Assist again and would have no hesitation recommending them”.

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