Invacare UK (a part of Invacare Corporation, headquartered in Elyria, Ohio) is a global leader in the manufacture and distribution of innovative home and long-term care medical products that promote recovery and active lifestyles. An Email Integration Solution for Oracle CRM On Demand was deployed to efficiently boost its customer experience.
Challenge
Invacare is committed to exceeding their customers’ needs and expectations. Every employee is empowered and expected to make the right decisions with a sense of urgency, decisiveness and compassion and believes that process improvement is fundamental to the way they develop and support their products and services including home and long-term care medical products for independent living.
One of the major challenges in the CRM process improvements was to integrate the service request and responses to the customer’s contact details within the CRM and improve the service provided to customers.
Solution
In order to efficiently address the customer service requests, CRM Email Integration was chosen as a comprehensive solution to manage, capture, collate, respond and distribute important customer email activity all within the CRM system. Every update, development and opportunity is immediately shared with appropriate team members, without having to remember to copy or forward.
CRM Email Integration leverages the extensibility of Oracle® CRM on Demand to provide a complete solution for delivering world-class customer service. This helped the Invacare team to link the prospect and customer emails with the CRM data for a 360° view of the customer interaction.
The integration eliminated to the need to switch between the CRM and the existing email platform and maintain independent systems.
Benefits
- Link prospect customers email with the CRM data for integrated view of customer interactions
- Organize all passenger information and emails within the contact information
- Avoid switching between email and CRM modules to improve service requests resolution time
- Seamless automation of service requests and onestop email communication
