Case Study: Packsys boosts customer service levels with Oracle CPQ

Packsys boosts customer service levels by 13% with Oracle

Packsys, a Mexico-based sustainable packaging company, was struggling to manage rapidly increasing order volumes and more complex customer interactions across pricing, order capture, delivery, and service. To address these challenges, the company turned to Oracle CPQ along with Oracle Service to better control pricing and improve visibility into its end-to-end customer process.

Oracle implemented Oracle Configure, Price, Quote (CPQ) and Oracle Service, integrated with Oracle Cloud ERP and Gmail, to automate pricing rules, track orders, and reduce miscommunication. As a result, Packsys improved service levels from 70% to 83%, cut order capture errors related to pricing to near zero, reduced rebilling, and improved on-time deliveries by more than 10% in the first three months.

Packsys

Patricia Sanchez

Director of IT