Detailing The Customer Self Service Portal For Oracle Ebusiness Suite

By Author: Patrick Harris
Total Articles: 7
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One outstanding advantage related to ecommerce enterprises is that business can be conducted around the clock. While this fact is true, ebusinesses normally find that they need to adopt the right personnel and infrastructure to ensure that customers can readily obtain the information they need and in the right style. With the increasing numbers of online shoppers, nearly every online firm is implementing a customer self service portal system so as to overcome the inherent weaknesses of customer service departments and call centers.


By implementing a customer self service portal an ecommerce enterprise is set to benefit from improved customer relationships, and which is key in improving profitability and fostering customer loyalty. This is because the automatic responses to customer requests enables a firm to extend its sales reach to all customer interactions and that customer retention is achieved through an intuitive customer user experience. It also works to decrease call center costs by providing a low cost customer inquiry channel, and all the while achieving customer use that is three to five times more ...
... than is possible with the other channels of communication.


Oracle ebusiness support for customer self service lets customers solve their problems without necessarily calling or emailing customer support departments, and check their service request statuses and update their account information whenever and wherever they need to. Other benefits include the ability to review solutions that are automatically generated when a request is submitted, review FAQs, add notes and attach files to a case, review existing service agreements, and get info on relevant promotions and offers. We can thus be certain that this portal can help us to enjoy customer self service at its best, and this for the more than 125 million users of the Oracle ebusiness suite across the world. Another fantastic thing about the Oracle suite is that it allows companies to deploy secure customer self service portal systems from third-parties despite it having its own system i.e. the PeopleSoft.


The third-party customer self service portal systems for Oracle ebusiness are created with the customer in mind and they therefore sport some very ingenious features which include purchase using credit, purchase order terms, multiple credit card interfaces, queries on orders, invoice history and cash receipts, online invoice payments, and postal services integration. They also promote company efficiency by rendering features such as address validation facility, tax options for different countries, public and private pricing options, configurable catalogs, customer management and username workflow processes, and incentives such as banner ad campaigns and click counts.


Yet another improvement to these third-party customer self service portal systems is that they are now available as SaaS, and which saves companies the costs of setting up and maintaining the customer service operations.

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