Kyte implements Fusion Self-Serve Portal for G.James Business Customers

Their previous portal's lack of seamless integration with the CRM system led to duplicated efforts in maintaining customer records and provisioning users, increasing the risk of human error.

To address these challenges, G.James engaged Kyte Consulting to lead a comprehensive business transformation initiative, encompassing detailed business requirements gathering, solution and data architecture design, and technical support for implementing Oracle Fusion Service Cloud and a modernized customer portal.

Kyte’s solution leveraged Fusion Service Cloud Knowledge Management and Customer Portal UI built with Oracle Visual Builder Cloud Services, ensuring compatibility with G.James' existing technology suite.

By conducting thorough requirements gathering across all business units, Kyte delivered a future-proof solution tailored to meet both business and user needs. The development of a detailed architecture blueprint and user-centric portal wireframes ensured a seamless and efficient customer experience.

Challenge:

• G.James old Customer Portal was built on outdated technology, resulting in limited functionality and poor user experience.
• Stakeholders identified the need for a modern, centralised Knowledge Management system that can provide personalised content and secure content access, improve collaboration, and support compliance.
• The old system did not provide intuitive navigation or easy access to critical resources such as CAD drawings, product selectors, and technical articles, reducing overall productivity and 24x7 customer self serve.

Solution:

• The new and centralised Customer Portal, built using Oracle Fusion Visual Builder Cloud Service, delivers a modern and intuitive UI with the following key features:
  • Customer login with personalised and relevant content
  • Product Selector with Filters for easier search and decision-making
  • Central maintained Product Listings (Windows, Aluminum Extrusions, Glass, etc.)
  • Central maintained CAD Drawings and Technical Documentation
  • Knowledge Articles for streamlined customer learning and support
• Secure access control based on User Role to protect sensitive content. Role management automation in IDCS.
• Automated product data daily load, to ensure accuracy and up-to-date content.

Products:

• Oracle Digital Customer Service (DCS)
• Oracle Fusion Service Cloud
• Oracle Visual Builder Cloud (VBCS)
• Oracle Integration Cloud (OIC)
• Oracle Identity Cloud Service (IDCS)

Result:

• Reduced admin cost through centralised access and self-service for customers
• Automated Product Data Updates
• Modern Customer Experience and UI, Customer behavior Insights