Sakura USA, a bio-tech cancer diagnostics firm, selected Ephlux to optimize their Oracle Service Cloud

Ephlux automated the order processing workflows of the Service CRM to improve the per agent productivity by 30%.

Sakura Finetek is committed to advancing cancer diagnostics by providing integrated solutions for anatomic pathology and patients through best-in-class innovation, quality and customer care. Known as best-in-class for automation and reliability, Sakura Finetek USA, Inc. (SFA) is based in Torrance, California and employs over 200 people. With one of the two global manufacturing and R&D sites, SFA develops instruments and reagents into system solutions and secures the made innovation with a steady stream of patents.

Sakura Finetek remains a privately-held business, and it has achieved its success and solidified its reputation by providing timely, ingenious solutions to the real challenges laboratories face on a day-to-day basis. Our rich history has given us a thorough understanding of technology, quality, reliability, value for money and our customers’ requirements. We use this knowledge and passion to develop products that anticipate developments in both technology and market needs.

Problem

Sakura USA had a large and complex Oracle Service Cloud implementation where they had a below-optimal performance of certain workflows which was making the customer support and order processing team’s process remarkably slow.

Sakura needed a partner with strong expertise on Oracle Service Cloud who could not just quickly understand the techno-functional lay of the land of their Oracle Service Cloud environment and user behavior, but provide a new approach to handle some of the friction in the workflow and the user-experience.

This is where they reached out to Oracle to look out for the right partner to do the job and were introduced to Ephlux.

Solution

Ephlux worked diligently with Sakura IT team to discover the use-cases and the workflows that were creating the friction in the user experience resulting in performance issues.

Within a week’s work of collaboration with Sakura, Ephlux got the complete hang of the situation including how the various Oracle Service Cloud configurations and add-ins were set up. Ephlux developed add-ins and re-configured the processes that significantly simplified and improved the workflow and user experience.

Ephlux also  helped Sakura in solving the performance issues by automating their various multi-step processes into background workflows, resulting in up to 30% gain in efficiency and agent productivity.

Functional Overview

• Business process automation
• Advanced Reporting
• Agent Productivity in order processing

Technical Overview

• Oracle Service Cloud
• .Net Add ins for Oracle Service Cloud Workspaces
• .Net Add Ins for Oracle Service Cloud Reports

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