Barq—Fintech Company implements Oracle Fusion CX

Virutos Digital implements Fusion Service Cloud to automate Helpdesk and create digital experiences

About Barq

Barq, a fintech pioneer based in the Kingdom of Saudi Arabia, is building the financial infrastructure of the future. As a next-generation cloud-native banking and payment platform, Barq empowers institutions, merchants, and consumers with secure, scalable, and smart digital finance solutions. The company is driving the shift toward open banking and embedded finance, helping redefine the way people transact, save, and access financial services across the Middle East.

With a customer-first mindset and a strong digital backbone, Barq continues to innovate across payment gateways, wallets, digital onboarding, and financial APIs—delivering real-time, accessible, and inclusive financial experiences.

The Challenge

As Barq scaled its user base and partner ecosystem, it required a robust Customer Experience (CX) platform to manage growing service requests, accelerate response times, and maintain regulatory compliance.

Key pain points included:

Fragmented contact center operations lacking real-time visibility and coordination.
Disjointed channels for managing service requests, complaints, and transaction issues.
Inability to scale support while maintaining personalization and audit readiness.

Barq needed an enterprise-grade platform to serve as a single source of truth for customer interactions, with a scalable, integrated, and intelligent service architecture.

The Solution: Oracle Fusion CX Implemented by Virtuos Digital—Consultare

Barq partnered with Virtuos Digital—Consultare (VDC) to implement Oracle Fusion CRM for Service, a flagship component of the Oracle Fusion CX platform. The engagement was led by Virtuos' Fusion XM Practice, which specializes in designing intelligent experience systems for high-growth companies.

Core components deployed included:

Fusion Service Console: Unified interface for service agents to view, manage, and resolve customer issues with full context.
Service Request Management: Configured workflows to track, route, and escalate queries across transaction disputes, onboarding help, and partner inquiries.
Contact Center Enablement: Cloud-based tools integrated with voice and digital channels to streamline omni-channel engagement.
Knowledge-Driven Support: Leveraging Oracle's native knowledge management capabilities to accelerate resolution and improve agent effectiveness.
Automation Rules & SLAs: Set thresholds and triggers for compliance, response times, and performance monitoring.

The solution aligned perfectly with Barq’s compliance, scale, and CX agility requirements.

From RightNow to Fusion: The Virtuos Legacy

Virtuos Digital—Consultare has a long-standing legacy in Oracle CX, having launched Oracle RightNow in India over a decade ago—implementing it across 100+ leading brands worldwide.

As Oracle evolved its portfolio under the Fusion Applications Stack, Virtuos transitioned into a full-service Fusion CX and Experience Management (XM) Practice, folding its RightNow capabilities into the next-gen Fusion Cloud Service framework.

Oracle Fusion builds on a unified architecture with AI, data-driven insights, and native integration with Finance, Marketing, and ERP applications—making it ideal for end-to-end experience transformation.

Differentiation & Value Proposition

Virtuos Digital brought more than just implementation expertise—it delivered value across every layer of the CX transformation:

Deep domain knowledge in financial services and regulatory CX
Ability to rapidly configure the Fusion Service environment for Barq’s unique needs
Integrated support through CXDesk, Virtuos’ proprietary experience operations platform
Future-ready architecture enabling Barq to scale CX operations without losing control or clarity

Impact & Outcomes

faster resolution times on customer service requests: 60%
view of customer history, improving agent productivity and personalization: Unified
compliance tracking and audit-readiness across all customer interactions: Full
team collaboration and workflow automation, reducing handoffs and response lags: Improved

Ongoing Evolution Through CXDesk

Barq’s transformation doesn’t stop at implementation. Through its ongoing CXDesk engagement with Virtuos, the company benefits from:

Fluid, cross-skilled resources handling platform optimization, content, insights, and reporting
Proactive innovation, from process improvements to UI enhancements and API-based integrations
24/7 experience monitoring and advisory support to ensure agility and alignment with customer expectations

Discover how Oracle Fusion CX and Virtuos Digital can transform your service operations:

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