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Oracle Service Cloud (RightNow) Support, WMATA


The Washington Metropolitan Area Transit Authority, commonly referred to as Metro, is a tri-jurisdictional government agency that operates transit service in the Washington metropolitan area. WMATA was created by the United States Congress as an interstate compact between the District of Columbia, the State of Maryland, and the Commonwealth of Virginia.

Project Scope

The Washington Metropolitan Area Transit Authority required expert service support from Oracle Service Cloud (RightNow) while adding value for enhancing and streamlining internal business processes and driving business growth.


The objective of the project included but not limited to Oracle Service Cloud (RightNow) expertise for easing the processes by providing day-to-day support, configuration and troubleshooting, and business process improvement across the entire business landscape.

V Group Inc. helped the client in providing end to end Oracle Service Cloud (RightNow) solution for an enterprise, as we helped in developing custom enhancements on the current Oracle Service Cloud (RightNow) application to support the stakeholders responsible for key strategic initiatives in an efficient manner. Going with the flow, we also provided hands-on technical solutions to the current business challenges and translated them into process/technical solutions.

We also helped in troubleshooting the technical issues, and all other technologies used and/or supported by RightNow, for driving continuous improvement through the experience and expertise of Oracle Service Cloud (RightNow) technologies. In addition, we also helped in enhancing web based UI using the latest framework technologies including - Oracle Service Cloud (RightNow) client configuration and customization, Customer Portal, Chat, and Social Relationship Management (SRM).

Collaborated with team members to recommend new software development technologies and development processes for smooth functioning by understanding the nuances includes – Interface Development and CRM Integrations including usability, accessibility testing, and validation.

Assisted in translating business requirements and functional designs into technical designs by analyzing the business needs, and helped in resolving to mitigate production application issues and specific end-user inquiries.

With proper and systematic documentation of production support processes, we provided guidance and industry best practices around Service Cloud solutions including product configuration and administration. We worked independently with application development leads and were proactive in managing error resolutions and functional specification inaccuracies.

Served as a liaison between Agency and solution’s contract we transformed the applications and business processes in the most optimum way within the stipulated time.


  • Oracle Service Cloud Architecture
  • Interface Development
  • CRM Integrations