BPI OnDemand optimizes customer experience with Oracle SaaS and PaaS
BPI OnDemand empowers clients to boost their revenue five-fold by integrating marketing, sales, and customer service on Oracle Cloud Platform.
BPI OnDemand is a business performance improvement consultancy specializing in customer experience (CX) solutions, helping clients to deploy successful customer relationship management (CRM) strategies and achieve digital transformation. BPI OnDemand tailors solutions for its clients to acquire and retain customers and grow their businesses, and has provided CX services to organizations working in industries as diverse as communications, construction, financial services, higher education, hospitality, logistics, manufacturing, and retail.
The company went into business in 2008 using Oracle CRM OnDemand as a managed service and currently bases all its offerings on Oracle Software as a Service (SaaS) and Oracle Cloud Platform.
“Working with Oracle for more than 10 years, we have gone from zero to a multi-million-dollar company and helped our clients grow through our marketing, sales, and service solutions—all built in Oracle Cloud. The flexible subscription model helps ensure our clients adopt successful CX strategies.”
Business challenges
- Help clients across diverse industries meet customer demand by helping them differentiate their services based on first-class CRM systems and processes
- Provide clients undergoing digital transformation with unified marketing, sales, and service solutions to help them deliver outstanding customer experience
- Boost client retention and renewal rates by managing increasing CRM complexities and driving exceptional customer experience through the use of omni-channel CX solutions
- Gain real-time insight into the company’s sales opportunities and business performance by using cloud-based business intelligence tools
The customer experience and business analytics solutions that Oracle delivers topped all others—and Oracle also provided the platform to integrate those solutions. It’s really about working with a company that is pushing the boundaries of technology.
Why BPI OnDemand Limited chose Oracle
Results
- Helped clients boost revenue five times by equipping them with industry-specific, integrated CX platforms for increasing business and customer satisfaction, built on Oracle Platform as a Service
- Achieved 90% renewal rates by prioritizing customer service as the key to retaining clients—delivering seamless, personalized, and responsive engagement through the integrated sales and service framework of Oracle Engagement Cloud
- Created a seamless customer experience business model for BPI OnDemand and its clients by unifying marketing, sales, and service applications in a single repository under Oracle Integration Cloud
- Grew the business through repeated replication of core solutions from one successful client to another across communications, construction, financial services, higher education, hospitality, logistics, manufacturing, and retail industries
- Eliminated capital expenses and reduced operational expenses by subscribing to Oracle SaaS and Oracle Cloud Platform, on a model charged according to consumption, enabling BPI OnDemand to develop a successful business case that would have been impossible to realize without cloud technology
- Gained 360-degree visibility on business performance and resource utilization by becoming an early adopter of the artificial intelligence analytics features of Oracle Engagement Cloud, helping prioritize sales opportunities and improve sales forecast accuracy
- Amplified social relationships and professional services through a fast and high performing website as part of an omni-channel experience strategy using Oracle Content and Experience Cloud
- Deepened engagement on social channels with new and existing customers using Oracle Social Relationship Management Cloud Service, leveraging social listening to improve product and service development
- Harnessed the power of Oracle Artificial Intelligence Platform for analyzing millions of customer interactions consistently and repetitively across dozens of channels to drive insight into sales conversion opportunities, revealing patterns that allow sales teams to close more deals