CASE STUDIES

Multiple applications + multiple workflows = multiple headaches

The nation’s leading door and window retailer trains their customer service agents to handle a variety of incoming requests. On any given customer service call, agents could talk with a warehouse manager about a shipment of doors delayed by a weather event, a midwestern homeowner inquiring about the warranty of their 4-month old storm door, or a showroom employee asking about the technical specs of a new window line.

In any of these interactions, agents could be toggling through multiple applications, and then duplicating information in both Oracle Service Cloud (OSvC) and Oracle E-Business Suite (EBS). And twice the applications means twice the amount of work, effort, and call time.

Often, OSvC and EBS would have conflicting or incomplete information, and agents would be scrambling to update customer records in each environment, all while providing assistance to the customer on the other end of the line. As handle times increased, agents became frustrated, callers were fatigued, and the process was filled with efficiency gaps.

But if there’s one thing OpenMethods loves, it’s a process to streamline.

The secret to happy agents is an effective process

OpenMethods was able to jump in and enhance the customer’s current PopFlows in tandem with their scheduled migration from Oracle .NET to Oracle WebBUI. We were able to coordinate our efforts around the migration schedule to minimize any downtime.

Once we were up-and-running, the customer saw almost immediate ROI.

Their AHT decreased by nearly 55 seconds as agents were able to work solely out of OSvC.

Agents clearly loved the change because eNPS also increased as agents felt better equipped to handle call volume, and they were more efficient in their day-to-day tasks. And the end customers also felt improvements as CSAT scores began to soar.

Agents work out of a

single application

Our initial goal was to increase agent efficiency by keeping them in a single application during their customer service calls. We were able to use the Dynamic UI feature of PopFlow to create a custom form that pulled information from both EBS and OSvC. Agents can then make any updates or changes to the existing forms, and the changes push to both applications.

Like magic.

Easy to update forms do the

heavy lifting

Using Dynamic UI to hinge together OSvC and EBS means that agents save time by being able to update customer records in both applications simultaneously, but it also means agents can create new records as well. Because the form allows agents to toggle between different organizations, creating a new customer record can be done in a few button clicks (instead of the carpal-tunnel inducing workflow that was in place before). And even though agents are creating a net-new record, they’re still working out of a single OSvC window.

The Results

OpenMethods produced a near immediate ROI in the KPIs – on both the customer and agent side.

%

eNPS

%

Agent Effectiveness

%

CSAT

See It In Action!

If you are interested in learning more about OpenMethods and our ability to reduce your agent’s handle time, increase the overall experience from both the agent and consumer end. Don’t hesitate to get in touch with us. We’d be happy to show you.

Welcome to the Revolution in

CX Real-Time Process Automation

OPENMETHODS’ CX RPA PLATFORM
SUPERCHARGES CRM FOR CONTACT & SUPPORT CENTERS

AGENTS SUFFER WITH ENDLESS REPETITIVE TASKS

Which leads to waiting, mistakes, upset customers,
and ultimately bloated costs

AGENTS SUFFER WITH ENDLESS REPETITIVE TASKS

Which leads to waiting, mistakes, upset customers,
and ultimately bloated costs

OpenMethods’ CX Realtime Process Automation (RPA)
AUTOMATES THE WASTEFUL MUNDANE

Saving time, money, and customers

OpenMethods’ PopFlow CX RPA Platform

Personalize your
Customer Interactions
Create a Repeat-Free Customer Journey
Save $300+ per
Agent per Month
Implement
in Days

Unify your

Desktop, Communications
& Experience

OpenMethods’ PopFlow CX RPA Platform and Harmony OMNI deeply integrates CRM with traditional communications platforms such as Genesys, Cisco, Avaya and others to create a unified agent desktop and universal queue.

Supercharge your

Agents & Contact Center

OpenMethods’ CX RPA Platform is a revolutionary platform for real-time process automation automating thousands of lines of integration code through a simple drag & drop designer, allowing citizen developers to design, develop, test and deploy complex workflows and integration between contact center applications.

Driving Efficiency

with Automated WISMO

(Where Is My Order) using Oracle CRM &
OpenMethods’ CX RPA Platform

OpenMethods’ CX RPA Platform with Oracle CRM is enabling contact centers to quickly automate WISMO data and workflows cutting AHT in half.

Enabling the

OMNICHANNEL CONTACT CENTER

For Over a Decade

About Us > Newsroom

Newsroom

OpenMethods Hires Mike Maringas to Lead Development & Engineering Efforts

LOS ANGELES | January , 2019

OpenMethods is pleased to announce its recent hire of Mike Maringas, who will join the OpenMethods team as Chief Technology Officer.  In this role, Mike will drive the optimization and execution of Openmethods’ product roadmap to ensure OpenMethods’ clients get the most value out of their Harmony and PopFlow deployments.

“I was attracted by the company’s technology, culture and track record,” Mike said. “OpenMethods is taking a unique approach to solving the large problems contact centers face in making their channels, data and CRM work together to create world-class customer experiences, and I wanted to be part of it.”

Mike comes to OpenMethods with over 30 years of experience working for some of the top technology companies. Having most recently served as Vice President of Engineering for MobileIron, where he led the U.S. and India-based engineering, infrastructure and development teams responsible for on-premise and cloud offerings serving 15,000 customers and 10+ million devices. Before MobileIron, Mike was Senior Director of Engineering for Oracle, where he was responsible for new development and integrations for Oracle Service Cloud. He was also the engineering lead for $1.5 billion in M&A transactions. Previous to Oracle, Mike was Director of Engineering for RightNow Technologies (acquired by Oracle), where he led the cloud transformation for solutions that generated 2.6 billion unique visitors per year. He also built and led the team from the ground up that developed the chat cloud service, which became a $200 million business. Mike has also held senior engineering roles at Microsoft and Rockwell Collins.

“We are ecstatic to have Mike lead or engineering, infrastructure and development efforts", said Gerrit Lydecker, CEO of OpenMethods. "Mike brings a unique and valuable depth of technical acumen and experience that will accelerate our mission of supporting our large contact center clients in their pursuit of creating the best customer experiences in their industries.”

For more information about OpenMethods and the newly released features please contact Joe Newsum at 816-283-8965 ext. 118.

Welcome to the Revolution in

CX Real-Time Process Automation

TRADITIONAL SOLUTIONS FOR GROWING COMPLEXITY
CAN’T KEEP UP

OPENMETHODS’ CX RPA PLATFORM
SUPERCHARGES CRM FOR CONTACT & SUPPORT CENTERS

AGENTS SUFFER WITH ENDLESS REPETITIVE TASKS

Which leads to waiting, mistakes, upset customers,
and ultimately bloated costs

OpenMethods’ CX Realtime Process Automation (RPA)
AUTOMATES THE WASTEFUL MUNDANE

Saving time, money, and customers

OpenMethods’ PopFlow CX RPA Platform

Personalize your
Customer Interactions
Create a Repeat-Free Customer Journey
Save $300+ per
Agent per Month
Implement
in Days

Unify your

Desktop, Communications
& Experience

OpenMethods’ PopFlow CX RPA Platform and Harmony OMNI deeply integrates CRM with traditional communications platforms such as Genesys, Cisco, Avaya and others to create a unified agent desktop and universal queue.

Supercharge your

Agents & Contact Center

OpenMethods’ CX RPA Platform is a revolutionary platform for real-time process automation automating thousands of lines of integration code through a simple drag & drop designer, allowing citizen developers to design, develop, test and deploy complex workflows and integration between contact center applications.

Driving Efficiency

with Automated WISMO

(Where Is My Order) using Oracle CRM &
OpenMethods’ CX RPA Platform

OpenMethods’ CX RPA Platform with Oracle CRM is enabling contact centers to quickly automate WISMO data and workflows cutting AHT in half.

Welcome to the Revolution in

CX Real-Time Process Automation

for Contact & Service Centers

Supercharge your

Agents & Contact Center

OpenMethods’ CX RPA Platform is a revolutionary platform for real-time process automation automating thousands of lines of integration code through a simple drag & drop designer, allowing citizen developers to design, develop, test and deploy complex workflows and integration between contact center applications.

Unify your

Desktop, Communications
& Experience

OpenMethods’ PopFlow CX RPA Platform and Harmony OMNI deeply integrates CRM with traditional communications platforms such as Genesys, Cisco, Avaya and others to create a unified agent desktop and universal queue.

Traditional solutions for growing integration & interaction complexity CAN’T KEEP UP

OPENMETHODS’ CX RPA PLATFORM
SUPERCHARGES CRM FOR CONTACT & SUPPORT CENTERS

AGENTS SUFFER WITH ENDLESS REPETITIVE TASKS

Which leads to waiting, mistakes, upset customers,
and ultimately bloated costs

OpenMethods’ CX Realtime Process Automation (RPA)
AUTOMATES THE WASTEFUL MUNDANE

Saving time, money, and customers

OpenMethods’ PopFlow CX RPA Platform

Personalize your
Customer Interactions

Create a Repeat-Free Customer Journey
Save $300+ per
Agent per Month
Implement
in Days

Driving Efficiency

with Automated WISMO

(Where Is My Order) using Oracle CRM &
OpenMethods’ CX RPA Platform

OpenMethods’ CX RPA Platform with Oracle CRM is enabling contact centers to quickly automate WISMO data and workflows cutting AHT in half.

About Our Status Page

Here at OpenMethods, we want to make sure you’re kept up-to-date on the current OpenMethods status. We also want to proactively communicate any planned maintenance or reported incidents. That’s why we launched our status page.

Whether it’s a scheduled maintenance window or a reported incident, our status page provides you with up-to-the-minute notifications. For planned maintenance, we will update you when the maintenance is scheduled, in-progress, and completed; for service interruptions, we will let you know when the incident has been identified and resolved.

What is the OpenMethods Status Page?

The OpenMethods Status Page provides an at-a-glance overview of planned and past maintenance, past or current incidents, and the current status of the OpenMethods platform.

Maintenance Updates
The status page will be updated with a maintenance status anytime the platform will be unavailable for a planned maintenance window, a maintenance window to correct an incident, or a planned code elevation.

We provide an update when the maintenance window is scheduled, when the maintenance window is in progress, and once maintenance has been completed.

Maintenance Updates
The status page will be updated with a maintenance status anytime the platform will be unavailable for a planned maintenance window, a maintenance window to correct an incident, or a planned code elevation.

We provide an update when the maintenance window is scheduled, when the maintenance window is in progress, and once maintenance has been completed.

Incident Updates
The status page will be updated with an incident status anytime a production-impacting issue has been identified. The incident will be updated with a resolution once the incident has been fixed.

We provide an update when an incident has been identified or is being investigated, and when the incident has been resolved.

Incident Updates
The status page will be updated with an incident status anytime a production-impacting issue has been identified. The incident will be updated with a resolution once the incident has been fixed.

We provide an update when an incident has been identified or is being investigated, and when the incident has been resolved.

Incident Updates
The status page will be updated with an incident status anytime a production-impacting issue has been identified. The incident will be updated with a resolution once the incident has been fixed.

We provide an update when an incident has been identified or is being investigated, and when the incident has been resolved.

How will I receive status updates?

Onboarding Introduction
When onboarded, you will be provided with the URL to the status page so that you can have visibility on incidents, maintenance and ultimately service availability.

Subscription to Notifications
You can subscribe to email updates and receive a notification whenever maintenance is scheduled, initiated, and completed, and also when an incident is reported and resolved. Subscribing is easy and only takes a few steps:

    1. Go to status.openmethods.com.
    2. Click Subscribe to updates.
    3. Enter your email address.
    4. Click Subscribe via email.

Whenever there is an update to the status page, you will receive an email with the status details.

If you’d rather not receive email updates, you can access status.openmethods.com and see a chronological list of maintenance and incidents, as well as any planned maintenance windows.

Types of Notifications

INCIDENT
If there is a service impacting event, communication will be posted to the status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.

HOTFIX
If a hotfix needs to be applied that does not introduce downtime, the hotfix will be documented as a POSTMORTEM event on the status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.

MAINTENANCE
If maintenance is scheduled – as the result of an incident or a standard code elevation – the maintenance window will be documented in the MAINTENANCE section of the OpenMethods status page. Subscribed users will be notified, and non-subscripted users will be able to visually see the current and historical events.

Enabling the

OMNICHANNEL CONTACT CENTER

For Over a Decade

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Dell Messaging with PopFlow

SFDC | Dell Messaging Automation

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Driving Efficiency

with Automated WISMO

(Where Is My Order) using Oracle CRM &
OpenMethods’ CX RPA Platform

OpenMethods’ CX RPA Platform with Oracle CRM is enabling contact centers to quickly automate WISMO data and workflows cutting AHT in half.

With COVID-19 driving shipping volumes, WISMO inquiries have significantly grown in volume. Automating and streamlining WISMO interactions has become a top priority for contact centers

Over the past few years,

WISMO average handle times

have at least doubled, given the increasing complexity of fulfillment strategies

In-home
Service
Drop Shipping
Multi-site
Fulfillment
Ship from
Store
Ship to Store
Multiple
Carriers

Average handle times are driven by agents having to access so many systems and workflows to answer the seemingly simple question

“Where is my order?”

CX RPA Platform

+

30-50+% Reduction

in WISMO AHT

For many of the largest contact centers, OpenMethods’ CX RPA Platform and Oracle CRM are quickly cutting WISMO average handle time by 30-50+% through the full automation of WISMO data integration and workflows.

In real-time, during a customer interaction, OpenMethods’ CX RPA Platform utilizes all contextual customer information (phone number, IVR data, orders, history) to pop the relevant data and execute workflows in Oracle CRM so the agent immediately has right information to answer the question of “Where is my order?”

Enabling dozens of automated WISMO use cases is fast and simple utilizing OpenMethods’ CX RPA Platform, a visual drag and drop designer that automates the design, test, and deployment of screenpops and workflows

Kansas City

1100 Main St., Suite 400
Kansas City, MO 64105

Call us at 310.896.4900

Technical Support:
Dial: 1
care@openmethods.com

Sales:

Dial: 2
sales@openmethods.com
Dial by Extension:
Dial: 3 digit extension
Directory by Name:
Dial: 4
General Information:

info@openmethods.com

Kansas City

1100 Main St., Suite 400
Kansas City, MO 64105

Call us at 310.896.4900

Technical Support:
Dial: 1
care@openmethods.com

Sales:

Dial: 2
sales@openmethods.com
Dial by Extension:
Dial: 3 digit extension
Directory by Name:
Dial: 4
General Information:

info@openmethods.com

Contact Us Today!

If you want to join us in our mission to enable the agile and omnichannel contact center, contact us, and let’s start a conversation.

Call us at 310-896-4900

Technical Support:

Dial: 1

care@openmethods.com

Sales:

Dial: 2

sales@openmethods.com

Dial by Extension:

Dial: 3 digit extension

Directory by Name:

Dial: 4

General Information:

info@openmethods.com

Copyright © 2022 OpenMethods. All rights reserved.
Terms of Service

Privacy Policy

Kansas City

1100 Main St., Suite 400
Kansas City, MO 64105

Copyright © 2022 OpenMethods. All rights reserved.

Terms of Service

|

Privacy Policy

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