Case Study: Natos Group Boosts Customer Service with Oracle Service Cloud

Natos Group Boosts Customer Service with Oracle Service Cloud

Natos Group, a Brazilian resort timeshare company based in Goiânia, needed a simpler customer service platform that could handle rapid business growth and improve support quality. Working with Oracle Construction and Engineering, the company sought a better way to classify incoming requests, streamline agent access to customer information, and generate more useful service reports. Oracle Service Cloud was the product used.

Oracle Construction and Engineering implemented Oracle Service Cloud to create a request classification system, integrate email and chat, and display complete customer details on a single screen. The result was a 40% reduction in service time, automatic routing of cases to the right department, and a cut in new-operator training time from two weeks to one. Oracle also helped Natos Group increase agent capacity, eliminate some manual tools, and improve reporting and overall customer service.

Natos Group

Leonardo Cardoso

Project Coordinator