Case Study: D+M Group improves contact center effectiveness by 10% with Oracle Service Cloud

D+M Group Gains 360-Degree View of Customer Activities, Improves Contact Center Effectiveness by 10%

D+M Group, a designer and seller of high-end audio, video, media equipment, and consumer electronics, needed a unified global customer service, sales, and marketing platform that could support local rules in 70 countries. The company also wanted a single, 360-degree view of each customer, lower contact-center volume, and reduce back-office infrastructure and downtime costs. It chose Oracle Service Cloud to help meet those goals.

Oracle Service Cloud was implemented globally, with a phased rollout that began in North America and expanded to Europe, China, and additional countries. D+M Group created a centralized self-service FAQ resource with 1,190 questions and responses, gave agents a 360-degree view across phone, e-mail, social media, and web, and used Live Chat to improve response consistency. The company reduced average call handling time by two minutes, improved call-center agent effectiveness by 10% in FY2014, and cut long calls from 26% to 15% in seven months.

D+M Group

Scott Strickland

Global CIO