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Oracle solution 'completely changed customer care’, says Malaysian stock exchange

AvantiKumar | Oct. 4, 2013
Bursa Malaysia's Customer Care Manager Saidi Ahmad said Oracle's RightNow Cloud service, which was selected to improve agent productivity among other things, has speeded up response times by 80%

Jimmy Cheah, Managing Director of Oracle Malaysia (3) modified 

Photo - Jimmy Cheah, MD, Oracle Corporation Malaysia.


According to Malaysia's stock exchange Bursa Malaysia, the implementation of business solutions firm Oracle RightNow Cloud has resulted in better customer care management and reduced customer complaints by 70 percent.

Bursa Malaysia customer care manager Saidi Ahmad said other benefits included enhanced agent productivity, faster responses by 80 percent and improved customer satisfaction.

"We were impressed with Oracle RightNow's robust features and pre-built data integration. Oracle RightNow has completely changed the way we run customer care," said Saidi.

"It records and tracks a large number of interactions, escalates them to various departments, and provides management reports and status updates at the touch of a button for accurate and fully verified information," he said, adding that the move to bring in the Oracle solution was to meet challenges in customer service.

The solution has helped the customer care team to provide consistent responses to investors, public listed companies, research students, trading partners, and Malaysian government agencies across all channels, said Zaini. "We chose Oracle RightNow Cloud Service because it is a proven solution that we could implement quickly. My team adapted well to the new system, requiring very little training."

 Real-time reporting

Zaini said as well as reducing customer complaints and faster response times, the solution has already helped cut staff costs by 40 percent. "In addition, Bursa Malaysia can now generate real-time management reports that previously took up to three weeks to create."

Oracle Corporation Malaysia managing director, Jimmy Cheah, said: "Malaysian organisations need to move beyond their existing technology infrastructure and simplify it."

"Bursa Malaysia is leveraging cloud technologies to save costs, implement business solutions faster and importantly, serve its customers better," said Cheah. "Bursa Malaysia is showing the way forward for the financial services industry."


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