Oracle Customer Success—SGS

Business Challenge

• Trust has been at the heart of Société Générale de Surveillance’s mission since it began testing grain in Geneva in 1878. Today, with more than 800 testing labs worldwide, the company tests just about everything consumers touch, see, smell, and breathe every day, from soil to air to cosmetics to textiles. SGS analyzes vast amounts of data to deliver tests and certifications that consumers can trust.
• But as the company continued to grow, partly through acquisitions, its fragmented customer-facing processes, outdated applications, and lack of an integrated portal were holding it back. SGS wanted to implement a unified suite of modern customer experience applications to help it reach new customers and make it easy for existing ones to access and dig into results.

Results

• Tapping Oracle Cloud CX’s comprehensive set of capabilities for sales planning and execution, customer onboarding, account management, and support, SGS went from having a fragmented view of customers to a much more transparent, 360-degree view.
• Previously, for example, there was no way for a customer to hop from a quote request to a review of a recent invoice. The customer had to log into different systems. And SGS couldn’t cross-sell to customers that did business with more than one of its business units because of these disparate systems.
• Now, all of that information is consolidated under one portal, making it easy for customers to see their history of inspection reports, test results, and purchase orders, as well as access product information, place orders, schedule jobs, or see when an inspector is due to arrive.
• Customers can also log in and apply basic analytics to their test data—for example, investigate how a recent soil result compared with those over the last six months—and understand how it was dependent on the weather and other external factors. Such analyses help to inform customer’s future decisions.