Case Study: Fundtech responds to customer requests 24x faster with Oracle Service Cloud

Fundtech Responds to Customer Requests 24x Faster, Improves Service, and Enhances Customer Satisfaction

Fundtech, a provider of transaction-banking solutions for financial institutions and corporations, needed a centralized customer portal to manage global cash-management requests more consistently. The company also wanted better ways to track and analyze service quality instead of relying on individual staff members to respond to e-mails and phone calls.

With Oracle Service Cloud, Fundtech built a flexible, easy-to-use portal that routes customer requests automatically and tracks interactions across e-mail, phone, and web channels. Oracle Service Cloud helped Fundtech respond to change requests in one hour instead of one day, improved customer satisfaction, and gave the company real-time reporting to monitor service trends and resolution times.

Fundtech

Neelesh Onkar

Senior Manager, Process, Customer Relationship Management and Quality Assurance