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Innowave's consulting practice includes E-Business Suite, JD Edwards, PeopleSoft, Siebel and Agile applications. We are able to leverage that knowledge to architect and implement innovative Fusion Middleware solutions that: improve business processes, increase business agility, simplify enterprise integration, and reduce the overall cost of your applications investment.

Improving customer satisfaction ratings at Syntax-Brillian

Business Challenge
60% of Syntax-Brillian's business occurs in Q4 during the holiday season. Customer service call volume triples normal volume during this period. 2006 holiday call volume exceeded capacity resulting in system failures and a 55% call abandon rate. The 2007 sales forecasts were planned for 3 to 4 times call volume growth over the preceding year. Improvement of the call center's infrastructure and efficiency was required to meet committed revenue targets and improve customer satisfaction. The legacy call center system was a disparate collection of applications and business processes were highly manual. The legacy SAP Business One system was struggling under the current sales volumes and a move to Oracle E-Business Suite was planned. Unfortunately, the call center could not wait for a full-blown E-Business Suite implementation. Growth targets demanded an immediate solution that was:

Scalable to meet cyclical demand and future growth
Portable to allow ramp up of a third-party offshore call center
Integration into legacy SAP system and/or future Oracle E-Business Suite
Provide a framework for automating manual agent tasks

Solution
To support the accelerated growth of its two product lines, Syntax decided to implement a scalable, robust, and feature-rich set of applications, starting with the Oracle E-Business Suite in a hosted OnDemand model. E-Business Suite was chosen to solve the inventory shortage and warehouse controls challenges. Its customer service department selected Siebel’s CRM OnDemand and Call Center OnDemand applications to increase its productivity and efficiency in dealing with customers. Syntax’s Customer Service department faced high abandoned call rates, long wait times and a high volume, long talk time call environment. In addition, there were customer relationship needs that were not met by either system. After exploring various options, they elected to implement a custom application solution leveraging the Oracle Application Express tool. Innowave Technology assisted Syntax Brillian in implementing this comprehensive solution, including over 30 unique integrations among the various systems and the custom CRM extensions using Application Express.

Results
The system went live in September 2007 and was ready for the Q4 busy season. System scaled to take on the highest call volume in the company's history with < 10% call abandon rates. Remote call center in Malaysia was brought online allowing further cost reduction. Call center sales increased by 35% over previous year. The efficiency of call agents increased due to process automation using Oracle Application Express and Oracle BPEL Process Manager. The entire project was completed within 4 months with a standards-based, scalable, and manageable solution. In the past, projects with this level of integration and custom application development would have taken significantly longer and left an ongoing maintenance struggle. The project was very successful and offered Syntax-Brillian a platform to manage improvements in the call center. Managers could now measure call center performance (e.g. agent performance, call volume, etc.) and design specific improvement plans. The implementation of the new system resulted in improvements in customer satisfaction ratings.

C A S E S T U D Y

In less than a month, Innowave Technology and VCA/Antech Diagnostics implemented Oracle Business Intelligence Enterprise Edition (OBIEE) to satisfy an ever-growing list of requirements and challenges facing the analysis of data resulting in higher levels of productivity and efficiency in daily tasks. The features of OBIEE removed the dependency on IT and empowered users to do their jobs quicker, with more intelligence at their fingertips and overcame the inability to access adequate reports quickly.

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News & Events

Innowave Investing and Adopting Oracle Fusion Applications. »
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Oracle OpenWorld 2011: Larry Ellison Announcing Innowave Technology as the Fusion Apps Early Adopter »
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Innowave participation at Oracle OpenWorld 2011 »
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