iSmart Apps

A British Media Enterprise with a Global Presence

Enhanced Employee Support Services using Oracle CX Cloud Apps.

Services Provided


Customer Profile

A London-based British media enterprise with global presence, serving as a vertically integrated producer, broadcaster, and streamer worldwide.


The Project

The client embarked on a comprehensive transformation programme, migrating from legacy Oracle E-Business Suite to contemporary Oracle Fusion Cloud Applications for HR, Finance, and Supply Chain.

Our role encompassed implementing Oracle CX Cloud applications, specifically, Help Desk, Digital Assistant, and Intelligent Advisor. The objective was to streamline employee support in HR and Payroll, and transition away from legacy email-based support and embrace self-service.


The Challenges


Email-Centric Employee Support

Overreliance on email as the main channel for support, resulting in communication inefficiencies and potential delays in response times.


Manual Policy Assessment

Manual assessment of policy applicability to colleague circumstances, leading to potential errors and inconsistencies.


Spreadsheets for Employee Relations Case Management

Reliance on spreadsheets and emails for employee relations case management, causing limitations in tracking and managing cases efficiently.

We Did

What We Did


Employee Support Enhancement

Implemented a comprehensive HR and Payroll Help Desk solution with personalised assistance, simplified navigation, and prompt support, resulting in improved overall employee satisfaction.


Personalised Policy Guidance

Developed a self-serve solution for employees to get tailored guidance on HR policies, minimising direct engagement with support teams.


Efficient Case Management System

Streamlined employee relations cases with real-time insights on case status and faster resolutions. The solution included comprehensive case-capturing forms and standardised action plans.


Assistance Through Chatbot

AI-powered text interactions enabled employees to easily access information and update records, enhancing overall employee experience.

See also

A Prestigious University in the UK

Develop apps enhancing Oracle HCM Cloud, boosting HR efficiency.

A Prestigious University in the UK

Develop apps enhancing Oracle HCM Cloud, boosting HR efficiency.