Walton is a multinational electrical, electronics, automobiles and other appliances brand with one of the largest well equipped R & D facilities, carrying out its production through different subsidiaries under the banner of Walton group headquartered in Bangladesh.
Walton’s existing system was a simple website that allowed customers to purchase products online. The system was neither capable of providing call-centre interactions nor help customers in troubleshooting regular issues.
Monad implemented OPA as part of the wider project to implement a suite of Oracle software for Walton, core of it being Oracle RightNow CX Service Cloud. With the integration of OPA and Service Cloud, Walton was given wider options in enhancing the customer experience. OPA was implemented as four modules: Customer 360°, Service Charge Enquiry, Product Troubleshooting and Product Depreciation calculation. These were hosted in the Customer Portal and Agent Desktop. Policies such as product warranty, product replacement, service charge, depreciation were modelled as the core rules.
In doing so, Walton’s customers now have access to all warranty related information regarding their products and are also able to find troubleshooting guides for specific issues categorised as customer solvable. Walton’s call-centre agents are also able to efficiently provide information with regards to customer products, and service charge where required.
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