Case Study: Crestron Electronics achieves world-class, proactive global customer support with Oracle Service Cloud

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

Crestron Electronics, a 40‑year leader in integrated control and automation systems for commercial and residential markets, needed to deliver consistent, relationship-driven support across 90 global sales and service locations. Branded as “True Blue Support,” the team required a unified, multichannel platform to track incidents from email, chat, phone and mail, surface trends to improve products and training, and provide agents with a single source of accurate information.

Crestron deployed Oracle Cloud CX (Oracle Service Cloud / Oracle B2C Service and Knowledge Management), integrated with its website, ERP and training systems, centralizing a daily‑updated knowledge base, enabling chat, automating proactive order follow‑ups, and producing dealer and executive reports. The solution improved case tracking and trend analysis, influenced product release and training decisions based on customer feedback, increased agent efficiency, and strengthened the overall customer experience.

Crestron Electronics

Richard Sasson

Global Director of Technical Services