Case Study: Meridium reduces response times and saves $118,000 with Oracle Service Cloud

Meridium Optimizes Customer Service and Workflow Efficiency, Saves $118,000 in Operational Costs in the First Year with Cloud Solution

Meridium, Inc., a global leader in asset performance management software and services, needed better visibility into thousands of customer email inquiries and interactions as the company doubled in size in one year. It also wanted to help support engineers and developers access incidents and answers more quickly, improve customer experience, and move to modern workflow automation practices.

Using Oracle Service Cloud, along with Oracle RightNow Email Management, Analytics, Customer Portal, and Knowledge Cloud services, Meridium created a single tool for global support teams and automated business rules for lead assignment and reporting. Oracle Service Cloud helped cut initial response times from 3.5 days to 14 hours, reduce resolution time by 70%, save more than US$37 per incident, and speed developer issue resolution from 180 to 49 days. Meridium also built a knowledgebase of approximately 3,000 articles and saved about $118,000 in operational costs in the first year.

Meridium

Elena Brown

Program Manager, Global Support Services