One of the best, and most challenging, implementation projects I had the opportunity to be involved with as a Lead Consultant and Project Manager was in a company with 50 offices, 700,000 customers, a global sales & marketing organisation and 2 contact centres (Europe and Asia).
Oracle Service Cloud was chosen as the platform at the centre of this key strategic project which aimed to achieve transformation in Sales, Marketing, Customer Service, and back-office Operations.
As the main Customer platform, and to provide the users with a full 360-degree view of the customer, Oracle Service Cloud had to be integrated with legacy Oracle eBusiness Suite (on-premise), as well as a bespoke system (Amazon Cloud). Oracle Fusion Middleware was already in place to be the glue that would join up all systems.
To deliver the full 360-degree view of the customer, Oracle Service Cloud would have to allow staff members to see key customer information (demographics, contacts, etc.), customer details (roles, relationships, interactions), finance and other information, stored in Oracle eBusiness Suite.
Furthermore, the full 360-degree view of the customer in Oracle Service Cloud would also have to display company-specific information, associated with each customer, stored in a bespoke system, hosted in the Amazon Cloud.
The challenge was not only to have a synchronisation of key customer information, and service requests (created by legacy processes in Oracle eBusiness Suite), but also display the additional data (from Oracle eBusiness Suite and bespoke system) without holding it in the Oracle Service Cloud database.
Two types of integrations were developed:
- Near Real-Time type integration (in grey) to synchronise key customer information and service requests, between Oracle eBusiness Suite and Oracle Service Cloud databases;
- Surfacing type integration (in red) to get customer details, finance and other information from Oracle eBusiness Suite and the bespoke system, and display it in a custom screen embedded in the Contact workspace.
Below is a brief overview of the architecture:
These two integrations were developed, leveraging the Oracle Service Cloud Connect Web Services for SOAP (CWS SOAP), and the .NET API that allowed our team to build the integration and the custom .NET components, controls, and applications needed for the custom screen.
The project go-live was a few months ago. After a period of stabilization this post is not only to share the experience, and show the power and art of the possible with Oracle Service Cloud, but also to celebrate the effort of a fantastic team (made of Capventis and Client resources).