Case Study: SGI achieves faster, more efficient customer case management with AST Corporation

SGI Optimizes Customer Case Management With Global Solutions

SGI, the high-performance computing manufacturer, was struggling with an antiquated on-premise case management system that slowed service, hurt service-level agreement performance, and negatively affected customer retention and revenue. To address these challenges, SGI worked with AST Corporation, using Oracle Service Cloud and related Oracle technologies to modernize customer support operations.

AST Corporation implemented a fully integrated global customer case management solution for SGI, including configuration, integration, migration, and solution architecture. The new system linked cases to serialized hardware, improved field service routing and parts availability, enabled portal-based case creation and updates, and delivered self-service knowledgebase access. SGI reported extraordinarily positive feedback from customer service representatives, along with more accurate, timely case resolution and improved efficiency across global support operations.

SGI

Mike Wade

SGI Business Lead