Accenture (NYSE:ACN) has completed the first phase of a transformational IT consolidation project for Hawaiian Telcom, using Oracle Service Cloud to support the technology company’s continued growth. In a three-month period, Accenture integrated five critical systems to deliver the company a configured view of each customer account anytime, anywhere.
By deploying Oracle cloud technologies to consolidate information from five different Hawaiian Telcom systems, consisting of customer details, order and cases, billing and facilities systems, Accenture would be able to deliver a number of key benefits including improved customer support capabilities and interaction as well as enhanced infrastructure productivity
“We are pleased with the increased efficiency that the unified view has afforded to our customer service representatives and field technicians,” said Kevin Paul, senior vice president technology for Hawaiian Telcom. “Accenture’s extensive experience in Oracle Service Cloud and broad telecommunications industry knowledge led us to select them as our consultant to help us as we focus on continuously enhancing our customer experience.”
The project will continue with additional Oracle Service Cloud capabilities implemented in succession to further build Hawaiian Telcom’s cloud-based foundation. Hawaiian Telcom’s goal is to cohesively assess and implement contact center and web self service capabilities at a speed that supports their dynamic business.
“The benefits achieved by Hawaiian Telcom on this project are representative of what can be accomplished through the combined capabilities of Accenture and Oracle,” said Shawn Price, senior vice president, Cloud, Oracle. “We look forward to continuing to drive results for the state’s leading technology company.”
Hawaiian Telcom provides integrated communications, broadband, data center and entertainment solutions for business and residential customers in Hawaii. The company offers a full range of services including Internet, video, voice, wireless, data network solutions and security, colocation, and managed and cloud services supported by its “next-generation” fiber network and 24/7 network operations center.