Case Study: Packsys improves customer service levels with Oracle Cloud HCM

Packsys automates complex processes in the cloud

Packsys, a Mexico-based packaging company, was struggling to manage a rapidly growing volume of orders while maintaining fast delivery and personalized pricing. As customer interactions became more complex, some orders were delayed by up to five days, and manual pricing processes tied to Oracle Cloud ERP were time-consuming and error-prone. Packsys chose Oracle Cloud HCM-related Oracle solutions, including Oracle Service and Oracle Configure, Price, and Quote (CPQ), to address these challenges.

Oracle implemented Oracle Service and Oracle CPQ so Packsys could track and analyze every interaction from pricing through delivery and service. With Oracle, Packsys reduced price-related order capture errors to near zero, eliminated most rebilling from incorrect pricing, and improved on-time deliveries by more than 10% in the first three months. Overall service levels rose from 70% to about 83%, and the review cycle dropped from three days to one.

Packsys

Patricia Sanchez

CIO