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Resource Center Accelerating Success with Accelalpha's Oracle Cloud CX Implementation

Client Success Story

Accelerating Success with Accelalpha's Oracle Cloud CX Implementation

The Challenge

Automotive Distribution and Marketing Company (ADMC), a prominent automotive distributor in Saudi Arabia for GWM, Tank, and Haval brands, always strives to enhance customer service and boost sales revenue. ADMC sought to transform its ability to sell to and serve customers while creating a seamless omnichannel customer experience. Key objectives included:

  • Enabling a streamlined lead-to-cash process.
  • Enhancing after-sales operations.
  • Managing lead generation campaigns efficiently.
  • Achieving a 360-degree view of customers.
Streamlining Financial Account Reconciliation with Accelalpha

Additionally, ADMC wanted to integrate various applications, such as Oracle CPQ (Configure Price Quote), its dealer management system, its after-sales service system, Oracle Eloqua, and Oracle Fusion Cloud ERP. The company also needed robust reporting and dashboards to gain insights into marketing, sales, and service performance.

Our Approach

ADMC selected Accelalpha as its partner for implementing the Oracle Cloud CX application suite to address these challenges. Accelalpha's extensive experience and deep knowledge of Oracle Cloud CX applications made them the ideal choice for this transformative project.

Accelalpha's approach to the implementation was meticulous and customer centric. The engagement began with a series of demonstrations, customer case studies, and references to showcase the potential benefits of the Oracle Cloud CX suite. Multiple rounds of requirements-gathering sessions ensured that the Accelalpha consultants thoroughly understood ADMC’s needs.

Throughout the project, Accelalpha's consultants’ product knowledge and process expertise were evident and helped to establish trust and credibility with ADMC. Accelalpha worked closely with ADMC to develop a tailored solution that met their requirements. The implementation process was guided by Accelalpha's commitment to delivering a fully integrated solution that would be simple to maintain, scale, and continuously improve.

The Results

Since going live with the full suite of Oracle Cloud CX applications, ADMC has achieved remarkable results:

  1. Uniform Customer Service Experience: ADMC now provides a consistent customer service experience across all interactions, enhancing customer satisfaction and loyalty.
  2. Sales Process Automation: Oracle CPQ has automated ADMC's sales quoting process, reducing manual intervention, and improving reporting accuracy. This has led to increased sales productivity.
  3. Integration: The Oracle CX suite seamlessly integrates with various applications, enabling efficient data flow and improved decision-making.
  4. 360-Degree Customer View: ADMC now has a comprehensive view of its customer and market perception, facilitating better-informed strategies and decisions.
  5. Efficient Lead Generation: Lead generation campaigns are now managed efficiently and effectively, resulting in higher lead conversion rates.
  6. Complaint and Compensation Management: ADMC has streamlined its complaint and compensation process, enhancing customer satisfaction and trust.
  7. Robust Reporting: The implementation of reports and dashboards provides valuable insights into marketing, sales, and service performance, allowing ADMC to make data-driven decisions.

Accelalpha's expertise and dedication throughout the project have not only met but exceeded ADMC's expectations. The successful implementation of Oracle Cloud CX has enabled ADMC to improve customer service offerings, increase sales revenue, and achieve its goals of delivering a first-class customer experience across Saudi Arabia.

In addition, Automotive Distribution and Marketing Company (ADMC) has been selected as a finalist for The Visionary Award for Innovation and Perseverance across CX programs in the 17th Annual Markie Awards. This recognition as a Markie Award finalist serves as a testament to the outstanding partnership between ADMC and Accelalpha and our shared commitment to customer service.

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