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    Meet our April "Hero of the Month" Luis Melo,...
    Entry posted May 17, 2017 by eleepHero, last edited May 17, 2017, tagged Member Spotlight 
    662 Views, 21 Comments
    Title:
    Meet our April "Hero of the Month" Luis Melo, Capventis
    Entry:

    For our next “Hero of the Month” spotlight, I am excited to introduce you to Luis Melo from Capventis. You might already know Luis by his superhero name (aka blog name)--“Doctor CX.” He truly embodies a customer service super hero as he has been a long-time blogger about Oracle Service Cloud and contributor here in the Community (and one of our 2017 Community All-Stars!).

    Luis has been an active contributor in the Hero Hub where he weighed in with on when to add custom fields/attributes to profiles or not; how they keep their agents and team updated on changes; his tips, tricks and hacks with the agent desktopkeeping your knowledge base updated; and more!

    Keep reading to learn more about Luis and his work with Oracle Service Cloud!

    Luis Melo

    Company: Capventis Ltd – We’re digital solutions specialists, and define ‘digital’ as a combination of customer experience, business Intelligence, data, processing and communications. We provide advisory, design, implementation, integration, and support services. Our partnership with Oracle goes back to 1998, and today is focused on the Oracle CX Cloud suit, of which Oracle service Cloud is a crucial part.

     

    How and when did you first learn about Oracle Service Cloud (RightNow)?

    Back in 2012, I was working for an Oracle partner, when Oracle acquired RightNow Technologies. Straight away we found the RightNow platform fantastic and unique, and I was tasked to learn and skill up on it, in order to establish a CX practice in the company.

    What is your role at Capventis?

    I’m a Senior Manager and Head of Solutions Delivery for the UK operation. I oversee all clients and projects in the UK, support our Business Development team and Oracle Sales organisation as a Solutions Consultant, work with our customers as a Project Manager, and alongside our team as a Lead Consultant and advisor. It allows me to learn about people’s business, challenges and issues, and collectively find the best ways to transform or address them, using technology as an enabler to ultimately improve the relationship between our clients and their customers.

    What is something that you’re proud of in your time of using Oracle Service Cloud?

    One of the best, and most challenging, implementation projects I had the opportunity to be involved with as a Lead Consultant and Project Manager was in a company with 50 offices, 700,000 customers, a global sales & marketing organisation and 2 contact centres (Europe and Asia).

    • The Challenge:  Oracle Service Cloud was chosen as the main Customer Engagement platform, at the center of a key strategic project which aimed to achieve transformation in Sales, Marketing and Customer Service. And it was expected to provide the users with a full 360-degree view of the customer, making their job easier and more effective. The challenge was to synchronise data between Oracle Service Cloud and two other systems (on-premise Oracle eBusiness Suite and bespoke system stored in Amazon Cloud), and display data from those systems without holding it in the Oracle Service Cloud database.
    • The Solution: We leveraged the Oracle Service Cloud .NET framework and Connect Web Services for SOAP (CWS SOAP), to build the integration and the custom .NET components needed to synchronize and surface data. Two types of integrations were developed:
      • “Near Real-Time” type integration to synchronise key customer information and service requests, between Oracle eBusiness Suite and Oracle Service Cloud;
      • “Surfacing” type integration to get customer details, finance data and other information from Oracle eBusiness Suite and the bespoke system, and display it in a custom screen embedded in the Contact workspace.
    • Impact:  The impact on this particular organisation was an immediate increase in efficiency and employee satisfaction, with 87% of the staff providing extremely positive feedback to the new platform.

    Watch the demo!

    You’ve maintained a blog about Oracle Service Cloud for years, contribute here in the Community, are active on social channels and are active in the Hero Hub. You’ve even had blog posts featured as activities in the Hero Hub. Why do you take time to share your expertise in these public forums?

    I’m a true and profound believer of collaboration and sharing. No one can change the world on his own, and only collectively we can apply transformation and make people’s lives and businesses better. Oracle Service Cloud is a fantastic platform – since it was developed by RightNow Technologies, from the ground up, with a focus on customer and user. But when I started looking into it, and learning, there weren’t many places where I could find content. Being used to the Siebel community, which would have tens of blogs sharing knowledge, experiences, tips and tricks, I decided to create a blog (rightnowcx.wordpress.com) for that same purpose. My co-workers came up with the catchy name “Doctor CX” – nickname they gave me when I started annoying them with the CX topic. Since 2012, I’ve posted 170+ posts. The blog has reached 150,000 views, 150+ Wordpress and 350+ Facebook followers. I believe it can make a difference and helps many Oracle Service Cloud users, admins and consultants.

    The Oracle Service Cloud Hero Hub is great! You can get closer to other customer service heroes out there, share with them and learn from them in an environment that is relaxed, open and transparent. Also, you find people with extreme expertise who are very proud of the quality of the work they do. Plus, it’s been fantastic to spread “Doctor CX” and give it even more visibility.

    What would you do (for a career) if you weren’t doing this?

    I would like to have had the chance to continue playing tennis, and become a professional tennis player and/or coach, get to the ATP Tour level, and travel around the world for different tournaments and events.

    What do you like to do on your days off?

    Run (I’ve done several 10k runs, and ran my first half-marathon in March 2017). Read. Chill out at home and watch non-stop sports or episodes of The Big Bang Theory on TV. Have a good meal and some drinks with family and friends. Wander around London’s least known places.

     

    Congratulations Luis! I remember meeting and talking with you at Modern Service Experience 2016, and you made the comment, “The more successful the broader Oracle Service Cloud Community is, the more successful we all are.” Needless to say, I’ve quoted you many times.smiley

    Want be our next Spotlighted Hero? Each month, we’ll look at active participants in the Oracle Service Cloud Hero Hub and pick a top contributor to feature next month.

    Comment

    • Danette Beal

      Thanks for contributing to Oracle Service Cloud in several different ways Luis!

    • Tasha Sylvester

      WOO-HOO Luis!!!  You have been such an incredible member of Service Cloud!

    • Stephanie Kaleva

      Luis, I still remember the first time we met in person at the Modern Service Experience 2016. What an honor! The work you do for the Oracle Service Cloud community is beyond impressive. Thank you, and congratulations!

    • Jess Campbell

      Way to go Luis! I am super rusty, but we should have a friendly match next time we meet!

    • Keri

      I'm above and beyond proud to admit that I have met Doctor CX in the flesh! And we have selfies to prove it! Thanks for continuing to be such a huge proponent of Service Cloud to this day! I also LOVE this product! heart

    • Rasheed Ahamed

      Thanks a lot Luis, for contributing to OSvC in all the ways possible. Never missed a post from DoctorCX blog. Please keep up the good work which helps us a lot to nurture the skills in OSvC.

    • Barrilito

      Congrats Luis, nice to read some more info about you!

      Best regards

    • Dietrik

      Congrats Luis, excellent job! Thanks for your contributions.

    • Simon Kilgarriff

      Great work Luis.  Thanks for sharing your Service Cloud knowledge! 

    • Adam Yavner

      Congrats and well-deserved!  Love your Doctor CX blog, keep up the amazing work!!

    • Maureen Meeds

      Congratulations Luis!!!   Your Dr CX site is a favorite of the CSM team.......great resource for all of us!  Well done!

    • Ammar Aldaffaie

      Congrats Luis nice work and well deserved, thanks for your contribution to the oracle service cloud and it is good to know about you this is amazing!!!

    • Robert Pozderec

      Congratulations Luis!!!

    • Brione Roberds

      Thanks Luis for being such an advocate for the customer experience! Being new to this community, and reading these blog posts really lets me know I'm headed in the right direction.

    • CorineMc

      I cannot say "Thank You" enough for taking the time to write your blog,  Doctor CX!  It has helped me more times than I can count anymore!  Thank you!  Thank you!  Thank you, Luis!