Case Study: Oracle achieves proactive customer support and increased Service Cloud adoption with BigMarker

Oracle Service Cloud Transforms Customer Support from Reactive to Proactive

Oracle's Service Cloud support team at Oracle had deep product knowledge but no scalable forum to proactively answer common "how to" questions before customers opened tickets. To address that gap, Oracle partnered with BigMarker to run Service Cloud onboarding webinars and record sessions as on-demand resources.

Using BigMarker's webinar platform, Oracle launched proactive onboarding and training that reached thousands of customers, increased Service Cloud adoption and customer confidence, and enabled support staff to repurpose recordings into their Knowledge Base. BigMarker's easy-to-use platform, live Q&A and recording features helped Oracle shift from reactive break-fix support to proactive education, boost employee engagement, and drive greater customer self‑sufficiency.

Oracle

Cimberli Kearns

Technical Training Program Manager