Case Study: Intergraph Corporation improves customer support with Oracle Service Cloud

Intergraph PP&M Empowers Customers and Agents with Cloud Service Platform

Intergraph Corporation, a provider of enterprise engineering software for plants, ships, and offshore facilities, needed a better way for contact center staff and customers to access Process, Power & Marine information. The company wanted to improve customer self-service with a modern, mobile-friendly, centralized cloud-based system while helping agents answer inquiries more easily.

Intergraph implemented Oracle Service Cloud with its existing Oracle Siebel solutions to create the “Smart Support” portal and a single sign-on experience. The Oracle Service Cloud solution helped deflect service requests, with 20% of knowledgebase search visits ending without a Service Request, and gave Intergraph a central repository for more than 8,000 answers that could be updated without internal IT support, improving response times, content accuracy, and agent productivity.

Intergraph Corporation

Scott Uptain

Executive Manager, Global Business Systems