Case Study: D+M Group achieves a 360-degree customer view and 10% contact-center effectiveness improvement with Oracle Service Cloud

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

D+M Group, the maker of premium audio brands such as Denon, Marantz, and Boston Acoustics, needed a unified global customer-service, sales, and marketing platform to support local rules across 70 countries, create a single 360-degree view of each customer, expand online self-service to cut contact-center volume, and reduce back-office infrastructure and maintenance costs through a cloud solution.

Working with Oracle and partner Helix Business Solutions, D+M implemented Oracle Service Cloud globally, centralizing product and customer information and building a 1,890-question global FAQ. The cross-channel contact center and integrated legacy systems cut average call handling by two minutes, improved agent effectiveness by 10%, reduced long calls from 26% to 15% in seven months, lowered maintenance costs, improved analytics, and accelerated targeted marketing and sales campaigns.

D+M Group

Scott Strickland

Global CIO