Case Study: Crestron Electronics delivers world-class customer support with Oracle Service Cloud

Crestron Electronics Delivers World-Class Support and Exceeds Customer Expectations with Cloud-Based Customer Experience Solution

Crestron Electronics, Inc., a global manufacturer of control and automation systems, needed a customer support platform that could help its “True Blue Support” team manage growing volumes of incidents and inquiries across its worldwide sales and support offices. The company also wanted to strengthen customer relationships, improve training, and use support data to inform product and service decisions. Oracle Service Cloud became the foundation for its customer care operations.

Crestron Electronics rolled out Oracle Service Cloud to 90 locations and used it to track, manage, and analyze cases from e-mail, chat, telephone, and postal mail. The company also built a centralized knowledge database, expanded reporting for dealers and executives, integrated the platform with its website, ERP system, and training database, and added chat for technical, sales, and customer service support. With Oracle Service Cloud, Crestron Electronics now updates its knowledge base daily, tracks nearly every case, and can respond to multiple inquiries at the same time across channels.

Crestron Electronics

Richard Sasson

Global Director of Technical Services