Oracle CX That Closes More Deals, Retains More Customers, and Connects Every Touchpoint.
Oracle CX implementations fail not because the platform lacks capability — the Oracle Customer Experience suite is one of the most comprehensive front-office platforms available — but because they are configured around Oracle's out-of-box defaults rather than the actual sales motion, service workflows, marketing processes, and commerce requirements of the organisation deploying them. A Sales Cloud configured for generic B2B opportunity management rather than your specific territory model, quota methodology, and forecast hierarchy is a CRM your sales managers will route around rather than rely on. SourceMash's Oracle CX practice builds implementations that fit — designed from your business process out, not from Oracle's default object model in.
Every Oracle CX Cloud. One Accountable Partner.
SourceMash holds certifications across the full Oracle CX portfolio — from Sales Cloud and Service Cloud for core front-office operations, to Oracle Eloqua and Oracle Responsys for B2B and B2C marketing automation, Oracle CPQ for configure-price-quote, Oracle Commerce Cloud for digital commerce, Oracle Field Service Cloud for field operations, and CX Unity for unified customer intelligence across all CX data sources.
We are an Oracle CX specialist — not a generalist SI that treats Oracle as one of twenty platforms it nominally supports. Our team includes Oracle-certified CX Architects, Functional Consultants, and Developers who work exclusively on the Oracle CX platform and bring the depth of specialisation that complex, multi-cloud enterprise Oracle CX programmes require — including the ERP integration patterns that Oracle CX demands when sitting alongside Oracle EBS or Oracle Fusion ERP in the same organisation.
Oracle CX Cloud Products We Implement
Certifications Held by Our Team
Service 01
Oracle Sales Cloud Implementation & Configuration
An Oracle Sales Cloud implementation that is designed correctly from the start — territory model defined before a single sales rep record is created, quota management configured before a single opportunity is entered, forecast hierarchy built before a single pipeline review is run — produces fundamentally different commercial outcomes from an implementation that starts with Oracle's default configuration and expects the sales organisation to adapt to it. SourceMash's Sales Cloud methodology is revenue-process-first: we spend the first phase of every engagement understanding how your best salespeople actually sell — their qualification approach, their deal review cadence, their territory expectations, and the data they rely on to forecast confidently — before a single object is configured.
We configure Oracle Sales Cloud across the full revenue management scope: lead management with source tracking and routing rules, opportunity management with custom stages and entry/exit criteria matched to your sales methodology (MEDDIC, Challenger, SPIN, or your own), territory management with complex hierarchy support, quota planning and attainment tracking, collaborative forecasting with manager override workflows, and the sales analytics dashboards that give frontline managers and sales operations the pipeline inspection tools they need to call their number with confidence — not just the summary charts Oracle provides out of the box.
What Our Oracle Sales Cloud Implementations Cover
End-to-end Sales Cloud functional configuration delivered by our certified team
Lead & Opportunity Management
Lead source tracking, routing rules by region and product, custom qualification stages matched to your sales methodology, opportunity record types by deal category, competitive tracking fields, primary and secondary contact role definitions, and win/loss analysis with structured reason code capture for sales intelligence.
Territory & Quota Management
Multi-dimensional territory hierarchies (geography, product, named account, vertical), automated territory assignment rules on lead and opportunity create, quota plan definition by period and territory, attainment tracking against quota, over-quota adjustment workflows, and territory conflict resolution processes for account ownership disputes.
Forecasting & Pipeline Analytics
Collaborative forecasting with custom forecast categories, manager override with audit trail, commit vs. best-case vs. pipeline views by territory and product, forecast variance analysis against historical accuracy, AI-powered win probability scoring, and pipeline health dashboards that give sales operations a reliable early warning system for revenue gaps.
Oracle AI & Sales Automation
Oracle Adaptive Intelligence for Sales configuration — AI-powered lead prioritisation, next best action recommendations for opportunity advancement, email sentiment analysis on customer communications, contact relationship intelligence, and automated data enrichment from third-party data sources to keep account and contact records current without manual sales rep data entry.
Mobile CX & Offline Access
Oracle Sales Cloud mobile application configuration for field sales teams — offline data access for environments with poor connectivity, mobile-optimised page layouts for on-the-go opportunity updates, voice-to-text call logging, location-based account visit tracking, and mobile approval workflows that keep deals moving without requiring a desktop browser.
Sales Performance Dashboards
Role-specific Oracle Analytics dashboards for sales reps (pipeline currency, activity coverage, win rate by stage), sales managers (team performance, forecast accuracy, deal age), and sales operations (pipeline velocity, source attribution, territory productivity) — built with embedded Oracle Analytics Cloud and published as in-context dashboards inside the Sales Cloud UI.
Service 02
Oracle Service Cloud & Customer Service Transformation
Oracle Service Cloud — encompassing Oracle B2C Service (formerly RightNow), Oracle B2B Service (integrated within Oracle Fusion Service), and Oracle Digital Customer Service — is one of the most capable enterprise customer service platforms available, with particularly strong depth in knowledge management, self-service portal design, omnichannel routing, and AI-powered agent assistance. The complexity of this capability set means that Oracle Service Cloud implementations require a level of functional and technical expertise that generic CRM consultants do not bring: the RightNow platform has its own scripting language (PHP-based RightNow Connect), its own workflow engine, and integration patterns that are distinct from the Fusion Service layer.
SourceMash's Service Cloud practice covers both the Oracle B2C Service (RightNow) platform and Oracle Fusion Service. We configure case management workflows matched to your actual service tiers and escalation paths — not Oracle's default severity model — and build knowledge bases that agents actually find useful by designing the article taxonomy and search configuration around how your agents actually phrase customer problems. We implement SLA enforcement with automated breach alerts, omnichannel routing that directs contacts to the right queue based on product, language, and customer tier, and supervisor dashboards that give contact centre managers a real-time view of queue health and agent productivity.
Service Cloud Capabilities We Configure & Build
Functional areas delivered across Oracle B2C Service and Oracle Fusion Service
icon Incident & Case Management
Incident queues and routing rules by product, language, customer tier, and channel. Escalation rules with time-based triggers. Custom incident states matching your service workflow. Workspace Designer configuration for agent interface layouts. Automation rules for SLA tracking, breach notifications, and auto-resolve for inactive cases.
icon Knowledge Management
Knowledge base taxonomy design, article template configuration, author and approval workflow, search configuration tuning for relevance, SmartAssistant AI article surfacing in incident workspaces, and customer-facing self-service portal integration — with content analytics that identify knowledge gaps from unresolved self-service searches.
icon Omnichannel & Chat
Oracle Service Cloud chat widget configuration, proactive chat rules, co-browse setup for complex issue resolution, social listening integration for Twitter and Facebook case creation, SMS contact channel, and phone CTI integration with Oracle Service Cloud screen-pop for matched customer records when inbound calls connect.
icon Oracle Intelligent Advisor (OIA)
Oracle Intelligent Advisor interview configuration for guided troubleshooting flows — structured decision trees that walk agents or customers through symptom-to-resolution steps, reducing escalation rates and ensuring consistent resolution advice across every contact regardless of agent experience level. Used for warranty assessments, product troubleshooting, and eligibility determination.
icon Digital Customer Service Portal
Oracle Digital Customer Service (DCS) self-service portal implementation — customer account management, case submission and tracking, knowledge base search, community forum integration, product registration, and warranty claim submission — configured and branded to your design system and integrated with your Oracle CX back-end for seamless agent handoff when self-service cannot resolve the issue.
Contact Centre Analytics
Oracle Service Cloud reporting and analytics configuration — real-time contact centre dashboards for supervisors showing queue depth, agent utilisation, current SLA compliance rate, and escalation volume; daily operational reports for service managers; and Oracle Analytics Cloud integration for deeper cohort analysis, agent performance trending, and first-contact resolution root cause analysis.
Service 03
Oracle Eloqua & Responsys Marketing Automation
Oracle's marketing automation portfolio splits cleanly along the B2B and B2C boundary: Oracle Eloqua is Oracle's flagship B2B marketing automation platform — with deep ABM (account-based marketing) capability, complex lead scoring models, multi-touch attribution, and the sales and marketing alignment features that B2B organisations with long, complex buying cycles require; Oracle Responsys is Oracle's B2C/D2C marketing platform — built for high-volume lifecycle messaging, real-time triggered journeys, customer loyalty programme integration, and the cross-channel orchestration that B2C retailers and subscription businesses need to deliver relevant experiences across email, SMS, push, and web.
SourceMash implements both platforms — and designs the marketing programme architecture, lead scoring models, and campaign taxonomy before touching Eloqua or Responsys configuration, not after. The most common failure mode in marketing automation implementations is configuring the tool first and hoping the marketing team designs their programme to fit the tool's defaults — which produces a platform that is technically functional but strategically misaligned with how marketing actually drives pipeline. We map the buyer journey and lead lifecycle first, then configure the automation platform to execute it.
Lead Scoring & Qualification
Multi-dimensional Eloqua lead scoring model design — combining demographic fit scoring (company size, industry, title, geography) with behavioural engagement scoring (email opens, page visits, content downloads, webinar attendance, intent signal data) and account-level scoring for ABM programmes, with automated MQL threshold triggers that route qualified leads to Sales Cloud with context-rich handoff records.
Campaign Canvas & Nurture Journeys
Eloqua Campaign Canvas programme design for multi-step nurture journeys — including top-of-funnel educational sequences, mid-funnel product-specific nurtures, re-engagement programmes for cold leads, and event follow-up sequences. Responsys Programme Orchestrator journeys for B2C lifecycle programmes — welcome series, onboarding, loyalty, win-back, and transactional trigger journeys across email, SMS, and push.
Account-Based Marketing (ABM)
Eloqua ABM configuration for target account programmes — account-level engagement tracking, buying committee contact identification and mapping, account-based ad retargeting integration (LinkedIn, 6sense, Demandbase), account engagement scoring that aggregates individual contact activity into account-level signal, and account health dashboards for joint sales-marketing account reviews.
Email Programme & Deliverability
Email template design and development (responsive HTML, accessibility compliant), preference centre and subscription management, suppression list management, deliverability infrastructure configuration (SPF, DKIM, DMARC, dedicated IP warm-up), bounce and complaint handling, and ongoing deliverability monitoring with ISP reputation tracking — ensuring inbox placement rates that make list size matter.
Marketing Attribution & ROI Reporting
Multi-touch attribution model implementation in Eloqua Insight and Oracle Analytics Cloud — first-touch, last-touch, linear, U-shaped, and data-driven attribution models configured to match your go-to-market motion. Campaign ROI dashboards that connect marketing programme spend to sourced and influenced pipeline, showing marketing's contribution to revenue in the language sales leadership understands.
Sales & Marketing Alignment
Bi-directional Eloqua-to-Sales Cloud integration with MQL handoff records, lead rejection and recycling workflows, sales-accepted lead (SAL) and sales-qualified lead (SQL) status updates that feed back into Eloqua for programme effectiveness measurement, and shared SLA dashboards showing MQL response time and lead follow-up compliance across the sales team.
Service 04
Oracle CPQ & Commerce Cloud
Oracle CPQ (Configure, Price, Quote) is one of the most powerful and complex CPQ platforms available — capable of handling product catalogues with thousands of configurable options, dynamic pricing rules with real-time ERP price book integration, approval workflow hierarchies with complex discount authority matrices, and quote document generation with customer-specific terms and branding. This capability comes with genuine implementation complexity: Oracle CPQ's BML (Big Machine Language) scripting environment requires specialist expertise, the product model and configuration rules can take months to design correctly for complex manufactured products, and the integration between Oracle CPQ and Oracle Sales Cloud for quote-to-opportunity synchronisation requires careful data model alignment.
Oracle Commerce Cloud delivers B2B and B2C digital storefronts with deep integration to the Oracle CX and Oracle ERP ecosystem — including Oracle Product Information Management (PIM) for catalogue data, Oracle Order Management for order capture, and Oracle Fusion ERP for financial processing. SourceMash has delivered Oracle Commerce Cloud implementations for B2B distributors requiring account-specific pricing and contract-based catalogue visibility, and for B2C retailers requiring personalised product recommendations, loyalty integration, and cross-channel inventory availability.
CPQ & Commerce Capabilities We Deliver
The specific Oracle CPQ and Commerce Cloud functional areas our specialist team configures and builds
Product Catalogue & Configuration Rules
Oracle CPQ product model design — product families, models, and attributes; BML-scripted configuration rules that enforce valid product combinations; guided selling wizards that help sales reps configure complex products correctly without specialist technical knowledge; and constraint-based configuration validation that prevents invalid combinations before quoting.
Pricing Rules & Discount Management
Dynamic pricing rule configuration — list price, customer-specific contract pricing, volume tier pricing, bundle discounting, promotional pricing windows, and real-time ERP price book integration via Oracle Integration Cloud. Discount authority matrices with multi-level approval routing based on discount percentage, product line, and deal size, with automatic escalation and SLA enforcement for approval response times.
Quote Document & Contract Generation
Oracle CPQ quote document template design — branded PDF generation with customer-specific terms and conditions, product description formatting, pricing tables, and legal boilerplate. E-signature integration (DocuSign, Adobe Sign) for quote acceptance workflow. Oracle Contract Management integration for contract creation from accepted quotes, with pre-approved clause library and deviation tracking.
Oracle Commerce Cloud Storefronts
Oracle Commerce Cloud implementation for B2B and B2C digital commerce — product catalogue display with Oracle PIM integration, account-specific B2B pricing and contract catalogue visibility, self-service reorder and order history, personalisation and product recommendation engines, loyalty programme integration, checkout and payment gateway configuration, and Oracle Order Management integration for order fulfilment.
Service 05
Oracle Field Service Cloud (OFSC) Implementation
Oracle Field Service Cloud (formerly TOA Technologies) is the market-leading AI-driven field service management platform — using time-based routing (TBR) and machine learning to optimise field technician scheduling and routing in real time based on skills, location, travel time, parts availability, customer time windows, and SLA priority. OFSC is a genuinely complex platform to implement correctly: the predictive routing algorithm needs to be trained on real historical service data to produce accurate time predictions, the activity and resource configuration requires careful modelling of your technician skill matrix and service zone structure, and the integration with Oracle Service Cloud for work order creation and with Oracle ERP for parts and inventory requires precise data model alignment.
SourceMash's OFSC practice covers the full platform — from initial resource and activity model design through routing profile configuration, mobile application deployment for field technicians, customer communication automation (appointment confirmation, technician arrival prediction), and the reporting layer that gives field service operations managers the first-time fix rate, SLA compliance, and technician utilisation data they need to continuously improve service delivery.
OFSC Capabilities We Configure & Deploy
The functional areas of Oracle Field Service Cloud our team implements end-to-end
Resource & Skill Matrix Design
Technician resource model design in OFSC — skill definition by service type and equipment category, technician skill level configuration (trained, certified, expert), work zone and travel area definition, shift pattern and availability calendars, and team structure configuration for organisations where senior technicians supervise field assistants on complex jobs.
AI Scheduling & Routing Optimisation
OFSC Time-Based Routing algorithm configuration — real travel time prediction training using historical GPS data, routing profile design for different job priority tiers, dynamic re-routing when emergency jobs are inserted or technicians are delayed, and batch routing for next-day schedule optimisation that maximises utilisation while respecting customer time windows.
Technician Mobile Application
OFSC mobile application configuration for field technicians — daily schedule view, navigation integration, job activity capture (parts used, time spent, customer signature, photo documentation), offline mode for poor connectivity areas, parts ordering from the field, and knowledge article access for troubleshooting reference without requiring a call back to the service centre.
Customer Communication Automation
Automated customer notification configuration — appointment confirmation on booking, 24-hour reminder, same-day notification with technician arrival prediction window, technician en-route notification with live GPS tracking link, and post-service satisfaction survey trigger — without requiring manual outreach from the dispatch team.
Parts & Inventory Management
OFSC parts catalogue integration — technician van stock configuration with part-level tracking, parts consumption recording on job completion, automatic replenishment trigger when van stock falls below minimum, parts reservation for scheduled jobs, and Oracle ERP inventory integration for real-time part availability checking before scheduling jobs that require non-stock parts.
Field Service Analytics & KPIs
OFSC reporting and Oracle Analytics Cloud integration for field service performance dashboards — first-time fix rate by technician, equipment type, and job category; SLA compliance rate by customer tier and service region; technician utilisation and idle time analysis; customer satisfaction score by technician; and SLA breach root cause analysis that identifies whether delays originate in scheduling, travel, or on-site job duration.
Service 06
Oracle CX Integration & Data Architecture
Oracle CX applications do not operate in isolation — Sales Cloud needs to receive account and contact data from Oracle ERP, Eloqua needs to pass qualified leads to Sales Cloud with full engagement history, Service Cloud needs to see purchase history from Oracle Order Management, and CPQ needs real-time price book data from Oracle Fusion Pricing. Getting the Oracle CX integration layer right is as important as getting the application configuration right — a well-configured Oracle Sales Cloud that receives stale or incomplete data from Oracle ERP is still a CRM that salespeople do not trust, and a well-built Eloqua programme that passes leads to Sales Cloud without activity context is still a lead handoff that sales ignores.
SourceMash builds Oracle CX integrations using Oracle's native integration tooling — Oracle Integration Cloud (OIC) for application-to-application and process automation integrations, Oracle CX Unity for customer data unification across CX touchpoints, and Oracle Analytics Cloud for cross-application reporting — as well as third-party middleware platforms (MuleSoft, Boomi, Informatica) where organisational integration strategy requires it. We design integration data flows before writing a line of code, aligning on field mapping, transformation rules, error handling, and reconciliation processes with both the technical and business stakeholders who will depend on the data quality the integration produces.
Integration Scenarios & Connectors We Build
The specific Oracle CX integration patterns our team architects and delivers
Oracle Fusion ERP
Account / Price sync
Oracle EBS
Order / AR integration
Oracle JD Edwards
Inventory & pricing
SAP S/4HANA
Customer master sync
Salesforce
CX migration / co-exist
Oracle Analytics
Cross-CX reporting
Oracle CX Unity
Customer data platform
Oracle OIC
Integration platform
LinkedIn Ads
Eloqua ABM sync
DocuSign
CPQ e-signature
CTI / Telephony
Service Cloud screen-pop
Siebel CRM
Migration & data transfer
Oracle CX Migration — From Siebel, Salesforce, or Legacy CRM
SourceMash migrates organisations from on-premise Siebel CRM, Salesforce, Microsoft Dynamics, and legacy CRM platforms to Oracle CX Cloud — with data quality audit before migration, field-by-field mapping validation, iterative sandbox migration testing, and zero-downtime production cutover. We have never had a migration require rollback — because the pre-migration audit and iterative testing process identifies data quality issues before they become a production problem.
Service 07
Oracle CX Managed Support & Administration
An Oracle CX environment is not a project with a go-live date after which it is complete — it is a living system that requires ongoing administration, enhancement, and platform management to remain aligned with the business as the sales process evolves, as new product lines are added, as marketing campaign requirements change, as Oracle releases quarterly platform updates, and as new CX applications are added to the programme. Organisations that lack dedicated Oracle CX expertise either let the platform stagnate, make unmanaged changes that create data quality issues and integration failures, or attempt to maintain their Oracle CX environment as a secondary responsibility for an IT generalist who does not have the platform depth to administer it safely.
SourceMash's Oracle CX Managed Support service provides organisations with dedicated Oracle CX expertise on a monthly retainer basis — a named SourceMash resource who knows your CX configuration, your integration topology, your Eloqua campaign architecture, and your business requirements, and provides ongoing support, enhancement delivery, and strategic advisory across your entire Oracle CX footprint. Available at three service tiers calibrated to the size and complexity of your Oracle CX deployment.
What Managed Support Covers
The ongoing Oracle CX administration, development, and advisory services included in our retainers
icon User Administration & Security
User provisioning and deactivation across all Oracle CX applications, role and data security configuration changes, SSO configuration management, profile and permission updates, password reset support, and quarterly access review reports — handled with SLA-backed response times so your team is never blocked on access issues across any Oracle CX application.
Configuration & Enhancement Delivery
Ongoing configuration changes from your enhancement backlog — new Sales Cloud fields and page layouts, Service Cloud routing rule updates, Eloqua campaign canvas modifications, CPQ product catalogue additions, OFSC skill and zone changes — delivered in weekly or bi-weekly release cycles with change log documentation across all Oracle CX applications.
icon Custom Development & Scripting
Development capacity for custom Oracle CX requirements — Oracle Application Composer and Page Composer customisation, Groovy scripting for Sales Cloud business rules, OFSC plug-in development, Oracle CPQ BML scripting for new pricing rules, Eloqua custom object integration, and Oracle Integration Cloud new connector development — included in Tier 2 and Tier 3 retainers.
icon Integration Monitoring & Maintenance
Proactive monitoring of all Oracle Integration Cloud flows — ERP-to-CX account sync, Eloqua-to-Sales Cloud lead handoff, OFSC work order creation, CPQ-to-ERP order submission — with automated alerting on failure, same-day resolution for integration errors affecting live operations, and monthly integration health reports with error trend analysis.
icon Oracle Quarterly Release Management
Four times per year, comprehensive review of Oracle CX quarterly release notes across all applications in your footprint — identifying features to activate, deprecated functionality affecting your configuration, security updates requiring changes, and performance improvements available. Delivered as a prioritised action plan with effort estimates and go/no-go recommendations for your programme.
icon Analytics & Reporting Management
Ongoing Oracle Analytics Cloud dashboard and report management — new report requests from sales and marketing leadership, dashboard updates to reflect process changes, Eloqua Insight campaign performance reporting, OFSC field service KPI dashboard maintenance, and monthly data quality monitoring reports that identify integration sync issues, duplicate records, and data completeness gaps before they affect business decisions.
The Full Oracle CX Technology Stack
Every Oracle CX application and supporting technology layer our certified team works across — from front-office cloud applications to integration and analytics platforms.
Our Oracle CX Implementation Methodology
A delivery process designed for complex, multi-cloud Oracle CX programmes — not generic software projects. Every phase produces a working, tested, business-validated output before the next phase begins.
Business Process Discovery & CX Blueprint
Structured workshops with sales leadership, marketing operations, service management, and field operations to map actual front-office processes — not aspirational ones — and identify the precise Oracle CX configuration required for each process step, exception case, and reporting requirement. Produces a CX Blueprint document that defines the full configuration scope before any Oracle application is touched.
Solution Architecture & Data Model Design
Oracle CX data model design — object relationships, custom attribute definition, territory hierarchy design, Eloqua programme architecture, CPQ product model design, OFSC resource and skill matrix design — documented and reviewed before configuration begins. Integration architecture design using Oracle OIC, with field mapping, transformation rules, error handling, and reconciliation processes defined upfront.
Agile Build, Configuration & Integration
Oracle CX configuration and development in 2-week agile sprints, with a working application demo at the end of every sprint for stakeholder validation — so issues are caught in sprint cycles, not in UAT three weeks before go-live. Integration development runs in parallel, with end-to-end integration testing against real ERP and source system data in a dedicated test environment.
Data Migration & User Acceptance Testing
Pre-migration data quality audit of source CRM (Siebel, Salesforce, SAP CRM) — identifying duplicate records, field mapping ambiguities, and data completeness gaps — followed by iterative sandbox migration with 100% record-level validation scripts. Structured UAT with real users against real business scenarios, including edge cases and exception paths that generic test scripts miss.
Go-Live, Training & Hypercare
Structured go-live with role-based user training, train-the-trainer enablement for internal champions, and a four-week hypercare period with dedicated SourceMash support covering incident response, configuration adjustments from live usage feedback, integration monitoring, and daily status reporting to programme leadership. Hypercare transitions to managed support retainer on agreed schedule.
Oracle CX by Industry
We have implemented Oracle CX across the industries where Oracle's platform depth — particularly the ERP integration patterns and industry-specific CX cloud configurations — creates the most business value.
- Oracle CPQ for highly configured manufactured products
- Dealer and distributor portal via Oracle Partner Relationship Mgmt
- Oracle Field Service for installation and maintenance scheduling
- Oracle ERP integration for real-time pricing and availability
- Warranty management and service contract administration
- Spare parts ordering through Oracle Commerce Cloud
- Oracle Sales Cloud for relationship manager pipeline management
- Oracle CX Unity for 360-degree customer financial profile
- Oracle Eloqua for compliant financial services marketing
- Oracle Intelligent Advisor for product eligibility guidance
- Oracle Service Cloud for omnichannel customer service
- Oracle Analytics for AUM and portfolio analytics dashboards
- Oracle Sales Cloud for subscription and renewal pipeline
- Oracle Eloqua for ABM programmes targeting enterprise accounts
- Oracle CPQ for SaaS subscription and professional services quoting
- Oracle Commerce Cloud for self-service subscription management
- Oracle CX Unity for product usage data integration with CX
- Oracle Analytics for churn risk and expansion revenue dashboards
- Oracle Sales Cloud for HCP and IDN account management
- Oracle Service Cloud for medical device complaint handling
- Oracle Field Service for medical device installation and service
- Compliant Eloqua marketing for HCP engagement programmes
- Oracle Intelligent Advisor for compliance and eligibility
- 21 CFR Part 11 electronic record compliance configuration
- Oracle Responsys for lifecycle email and SMS marketing
- Oracle Commerce Cloud for direct-to-consumer storefronts
- Oracle CX Unity for unified customer purchase history
- Oracle Loyalty Cloud for points and rewards programme
- Oracle Service Cloud for omnichannel customer service
- Oracle Analytics for customer lifetime value and segmentation
- Oracle Sales Cloud for large account energy contract management
- Oracle Field Service for meter installation and maintenance
- Oracle CPQ for complex energy contract configuration
- Oracle Service Cloud for outage reporting and case management
- Oracle CX Unity for customer energy usage intelligence
- Oracle OIC for smart meter and IoT data integration
What Our Oracle CX Clients Achieve
Measured business outcomes from SourceMash Oracle CX implementations — reported by clients from live production environments, not estimated from vendor marketing benchmarks.
What Our Oracle CX Clients Say
SourceMash understood that our Oracle Sales Cloud implementation had to work with our existing Oracle Fusion ERP — not just as a standalone CRM. The integration they built between Fusion ERP pricing and Oracle CPQ eliminated the pricing discrepancies that had been causing sales to re-quote deals manually. Quote turnaround time dropped from three days to four hours.
Our Eloqua implementation had been done by a generalist marketing agency that understood email but not B2B demand generation. SourceMash redesigned our lead scoring model, built our nurture tracks properly, and connected Eloqua to our Oracle Sales Cloud in a way that actually gave sales reps context on why a lead had been routed to them. Pipeline from marketing went up 35% in the first two quarters.
Oracle Field Service Cloud was the right platform for our installation and service operation, but we needed a partner who understood both the OFSC routing algorithm and our technician skill matrix for complex industrial equipment. SourceMash got both right — our first-time fix rate improved by 22% and customer satisfaction scores improved in every region within six months of go-live.
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