Case Study: Meridium achieves streamlined customer service and $118,000 first-year savings 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 with customers in more than 80 countries, faced rapid growth that exposed severe customer‑service pain points—“email madness” with thousands of inquiries, poor visibility into incidents, slow response and resolution times, and a need to adopt modern workflow automation so support engineers and developers could work more efficiently and drive revenue.

Working with partner Helix to deploy Oracle Service Cloud, Meridium consolidated communications into a single platform, automated lead assignment and reporting, and built a 3,000‑article knowledgebase. The result: initial response time fell from 3.5 days to 14 hours, resolution time decreased by 70%, developers resolved issues 72% faster, operational savings were roughly $118,000 in the first year (about $37 per incident), and platform adoption and reporting capabilities delivered rapid ROI and scalable growth.

Meridium

Elena Brown

Program Manager, Global Support Services