Customer Wins for 3CLogic, WebEngage, Explorance, Oracle, and Freshworks

Partners Include NMHS, Akasa Air, KLAR Partners, Silver Fern Farms, and Purplle

3CLogic Elevates the Patient and Employee Experience at North Mississippi Health Services

3CLogic, the Maryland-based provider of a voice-enabling cloud contact center solution, announced the recent selection of its platform by North Mississippi Health Services (NMHS), among the largest providers of healthcare services in Mississippi through its network of 45 primary and specialty clinics and hospitals. The technology partnership will support NMHS’s commitment to quality care and speed of service to both its 7,200 employees and more than 730,000 patients across 24 counties.

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Relying on ServiceNow IT Service Management (ITSM) as its primary record system to manage IT requests, NMHS needed an engagement solution capable of leveraging ServiceNow data and workflows to deliver catered experiences to employees and patients. The ability to manage common administrative tasks via a low-code no-code offering was equally key, as was the ability to integrate patient and employee interaction metrics with ServiceNow to allow for a consolidated analytical view of daily operations.

“Our Information Technology Services department focuses on delivering service to employees and patients that exceeds industry standards,” explains Dr. Chris Davis, NMHS chief information officer. “Our vision is to provide the best patient-and family-centered care in America, and our mission is to continuously improve the health of the people of our region. Selecting 3CLogic helps achieve this by keeping us well-connected to our patients and their families as well as our employees.”

WebEngage Partners with India’s Akasa Air

WebEngage, the Mumbai, India-based provider of a customer data platform (CDP), says its marketing automation suite is now being deployed by Akasa Air, India’s newest airline. WebEngage will collaborate with Akasa Air to deliver personalized customer engagement across its web and mobile channels with relevant and contextual communication, says Belson Coutinho, Akasa Air co-founder and chief marketing and experience officer.

WebEngage CEO and co-founder Avlesh Singh says his company’s retention platform will facilitate the replication of Akasa Air’s on-ground and in-flight experience across all its digital touchpoints.

Explorance Teams Up with KLAR Partners

Canadian journey analytics provider Explorance has been appointed by KLAR Partners, a midmarket private equity firm based in London and Stockholm, to provide a 360-degree performance evaluation system on talent development.

“We aspire to be the best private equity firm in Europe and, to achieve that, the process must start with our people, who we believe are our most important asset,” explains Daniel Alsen, head of digital and tech at KLAR. “To succeed you must attract and develop the best talent.”

Alsen adds that Explorance offers a tool flexible enough to adapt to the organizational requirements of KLAR, and does not limit the company or put it in a hierarchical process abhorrent to the firm.

Founded in 2020, KLAR Partners specializes in investing in business services and industrial technology sectors of the Nordic, Benelux, and DACH regions. The organization focuses on acquiring controlling stakes in businesses that offer critical products and services, working closely with management to establish robust and sustainable market leaders.

Explorance, founded in 2003, is a provider of people-insight solutions with clients in more than 50 countries. It works with 25% of the Fortune 100 and 25% of the top Higher Education institutions, including 8 of the world’s top 10 business schools.

Oracle Fusion Cloud Helps New Zealand’s Silver Fern Farms

Oracle Fusion Cloud Human Capital Management (HCM) is helping Silver Fern Farms, a prominent sustainable grass-fed meat processor in New Zealand, to deliver on its people strategy and improve the company’s employee experience (EX).

Founded in 1948, Silver Fern Farms exports $2.5 billion worth of meat annually to more than 60 countries. With more than 7,000 employees, the company sought a unified platform to give employees across different locations access to shared information. The platform would also enable management to engage more efficiently with the workers, helping them improve their skills and expand career development opportunities.

However, the company operated disparate homegrown tools that did not integrate with other systems, says Matt Ballard, chief people officer at Silver Fern Farms, which meant payroll, recruitment, and talent development required high levels of manual intervention. The HR team also spent a significant amount of time verifying and managing data, instead of engaging with employees and helping them enhance their performance.

“Oracle Cloud HCM’s capabilities provided us with a central repository that allowed our employees and leaders to easily access information while reducing the time spent on manual intervention,” Ballard remarks.

Additionally, Oracle Cloud HCM has enabled Silver Fern Farms to streamline and reduce its annual review cycle of workforce remuneration from several weeks down to 10 days. It has improved employee engagement by more than 60% compared to the same period last year. The solution has also provided the scalability and real-time data needed to support business and leadership decisions made by farm executives.

Freshworks Gives India’s Purplle a CX Makeover

Customer engagement software provider Freshworks has enabled Purplle, a beauty e-commerce platform in India, to unify its customer support channels following a significant increase in requests from the beauty site’s 7 million customers. By building customized dashboards and training teams for measurable results and changes, Freshworks has helped Purplle resolve customer queries seamlessly across platforms and deliver personalized responses, assisting consumers with their beauty and order-related requirements, Purplle executives say.

“With great volume comes great responsibility, and customer delight is at the heart of all that we do at Purplle,” says Anchit Agarwal, associate director of CX at Purplle. “With the implementation of the Freshdesk software, our agents can collaborate faster, automate almost all customer queries and provide hyper-personalized experiences that create repeat customers.”

Related Article: Freshworks and Meta Team Up In Major Initiative to Help Lift CX

Using Freshdesk Analytics, the Purplle support team can view metrics on average resolution and handling time, first response time, and response SLAs—all of which help the company track and respond proactively to fix commonly reported issues. The insights provided by Freshworks have also proven instrumental in improving service efficiency at Purplle and in driving better agent responses, with average customer interactions stable at 1.14 and a high first-call resolution of 94.7%.

Author Information

Alex is responsible for writing about trends and changes that are impacting the customer experience market. He had served as Principal Editor at Village Intelligence, a Los Angeles-based consultancy on technology impacting healthcare and healthcare-related industries. Alex was also Associate Director for Content Management at Omdia and Informa Tech, where he produced white papers, executive summaries, market insights, blogs, and other key content assets. His areas of coverage spanned the sectors grouped under the technology vertical, including semiconductors, smart technologies, enterprise & IT, media, displays, mobile, power, healthcare, China research, industrial and IoT, automotive, and transformative technologies.

At IHS Markit, he was Managing Editor of the company’s flagship IHS Quarterly, covering aerospace & defense, economics & country risk, chemicals, oil & gas, and other IHS verticals. He was Principal Editor of analyst output at iSuppli Corp. and Managing Editor of Market Watch, a fortnightly newsletter highlighting significant analyst report findings for pitching to the media. He started his career in writing as an Editor-Reporter for The Associated Press.


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