Case Study: Intergraph Corporation boosts self-service and support efficiency with Oracle Service Cloud (Oracle)

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

Intergraph PP&M, part of Hexagon, is a global leader in enterprise engineering software for the design, construction, and operation of plants, ships, and offshore facilities. Facing the need to give contact-center staff quick access to PP&M information and to improve customer experience with modern, mobile-friendly self-service, Intergraph sought a centralized cloud-based customer management system.

Intergraph implemented Oracle Service Cloud integrated with its existing Siebel solutions (via eVerge Group) to create a single-sign-on “Smart Support” portal that empowers customers to use a knowledge base and lets agents access a unified interface and interaction history. The deployment improved content quality and accessibility, enabled faster responses and greater agent productivity, allowed Intergraph to update more than 8,000 answers without IT help, and deflected service requests—20% of visits where customers searched the knowledge base did not result in a service request—while helping the company adopt KCS best practices.

Intergraph Corporation

Scott Uptain

Executive Manager, Global Business Systems