76 Oracle Service Cloud Case Studies

2degrees Mobile Cuts Email Inquiries by 20%, Handles up to 40% More Chats Per Day, and Reduces Social Media Headcount Need by 30% Annually

2degrees Mobile Ltd.

Peter Doherty

Head of Service Development

888 Holdings Resolves 54% of Customers’ Queries Online, Grows Customer Base by 19%, and Drives Customer Conversion and Retention

888 Holdings

Stephen Preston

Projects and Communications Manager

Alissa Group Reduces Contact Center Operational Costs by 60% and Cuts Recruitment Time in Half by Transitioning to the Cloud

Abdullatif Alissa Group Holding

Marwan M. Othman

IT Business Relationship Manager

Acer Optimizes Customer Experience with a Multi-Channel Global Service Organization, Exceeds Industry’s Quality Assessment Score Benchmark of 65%

Acer Europe

Thomas Riege

Associate Vice President Customer Services EMEA

Aditya Birla Online Fashion Reduces Call-to-Order Ratio by 33%, Achieves 20% Less Call Handling Time than Industry Average, and Improves Service

Aditya Birla Online Fashion Pvt., Ltd

Vikram Bhat

Chief Product Officer

Agricultores Federados Argentinos Empowers Agents with Oracle Service Cloud

Agricultores Federados Argentinos

Iván Borsini

Requirements Engineering Manager

Alamo Colleges Handles 350,000 Calls Annually with 95% Efficiency, Effectively Responding to Student Inquiries with Cloud Solution

Alamo Colleges

Russell Lopez

Contact Center Manager

Aldar Properties Enhances Customer Service Quality with Oracle Service Cloud

Aldar Properties PJSC

Dayan De Alwis

Manager – CRM and Data Solutions

All Nippon Airways Improves Customer Interactions for a Competitive Advantage

All Nippon Airways

Yuko Yoshimura

Director, Innovation and IT Strategy, Service Innovations

Arcor Increases Efficiency of Global Customer Relationship Program, Enhances Social Media Issue Resolution Strategy

Arcor

Claudio Rossetti

Senior IT Business Demand Manager

Axtel Transforms Business with Oracle Service Cloud

Axtel

Javier Rodríguez

Mass Market Strategy Director

Bank of Guam Increases Agent Productivity by 75%, Cuts Daily Unresolved Incidents by 9x, and Enhances Customer Experience

Bank of Guam

Lesley-Anne Leon Guerrero

Vice President, Customer Service

Barceló Hotels & Resorts Streamlines and Optimizes Customer Care Worldwide, Boosting Sales, Customer Satisfaction, and Loyalty

Barceló Hotels & Resorts

Ángeles Guillén

Head of Contact Center & Online Customer Experience

Benefit One Cuts up to 10% of Operating Costs with Oracle Service Cloud

Benefit One Inc.

Sayaka Takegata

CS Team Manager, Matsuyama Customer Group

Big Fish Games Provides Superior Customer Service, Increases 60 Agents’ Productivity, and Reduces Incidents by 50% with Cloud Services Platform

Big Fish Games

Kevin Miller

Vice President, Global Operations

Cloud-based Carbon Inc. has the strategy and technology to adapt to change

Carbon, Inc

Heather Miksch

Vice President of Field and Product Operations

Carrefour Increases Customer Satisfaction and Retention by Expanding Interaction Channels with Cloud-Based Contact Center Solution

CarrefourSA

Richard Edery

Customer Service Director

CarrefourSA Enhances Customer Experience with Multi-Channel Cloud Platform

CarrefourSA

Mustafa Kemal Çelikkol

After-Sales Services Manager

CGI Sweden Delivers World-Class Customer Service with Oracle Service Cloud

CGI Sverige AB

Johan Toresjö

Director Consulting Services

City of Sacramento Takes 311 to the Cloud with Oracle Service Cloud

City of Sacramento

Chris Hobson

Manager, 311 Call Center

City of San José Shifts 311 Services to Oracle Service Cloud

City of San Jose

Rob Lloyd

CFO

Club Med Achieves 12x Increase in Digital Media Communications, Resolves Customer Interactions 30% Faster with Multichannel Cloud Solution

Club Med

Vincent Giraud

Customer Service Director France

Convergys Delivers World-Class Customer Service While Improving Agent Productivity and Lowering Costs

Convergys

Allyson Boudousquie

Senior Director, Customer Solutions

Coopeservidores Gains 360-Degree View of Associates, Improves Members’ Online Experience with a Multi-Channel Customer Experience Cloud Solution

Coopeservidores

Mauricio Garro Ureña

IT Director

Crestron Electronics Delivers World-Class Support and Exceeds Customer Expectations with Cloud-Based Customer Experience Solution

Crestron Electronics

Richard Sasson

Global Director of Technical Services

D+M Group Gains 360-Degree View of Customer Activities, Improves Contact Center Effectiveness by 10%

D+M Group

Scott Strickland

Global CIO

DeNA Travel Cuts Inbound Call Inquiries by 20% with Oracle Service Cloud

DeNA Travel

Takushi Sato

Director, Customer Service Department

Elsevier Boosts Customer Satisfaction with Oracle Service Cloud

Elsevier

Matt Cumberlidge

Head of Customer Services Systems

Empresas SB Overhauls Business Processes and Perfects Customer Service with Improved Analytics, Reliability, and Scalability

Empresas SB

Ariel Gahona

Deputy Manager of Development and Innovation

Energypac Power Generation Unifies Customer and Employee Data Across All Business Divisions to Improve Project Efficiency and Support Future Growth

Energypac Power Generation

Monir Uddin

Head of Information Technology

Eroski Resolves IT-Incident Issues 75% Faster and Reduces Costs by Centralizing Service for 38,000 Internal Clients

Eroski

Jose Enrique Rey Sanchez

SIEC Customer Service Manager

Essintial Enterprise Solutions Dispatches Technicians and Closes Service Tickets 25% Faster End-to-End while Optimizing Productivity and Reducing Costs

Essintial Enterprise Solutions

Tom York

CEO, Essintial Enterprise Solutions

Fundtech Responds to Customer Requests 24x Faster, Improves Service, and Enhances Customer Satisfaction

Fundtech

Neelesh Onkar

Senior Manager, Process, Customer Relationship Management and Quality Assurance

Gamesys Achieves Exponential Growth with Flexible, Multi-Channel, Cloud Customer Experience

Gamesys

Matt Litherland

Customer Operations Manager

GMO CLOUD Increases Customer Satisfaction with Oracle Service Cloud

GMO CLOUD K.K.

Hiroyuki Osawa

Senior Manager, Cloud Hosting Business Promotion Division

iBOOD.com Boosts Service Levels, Customer Experience, and Customer Satisfaction

iBOOD.com

Robert Jonker

Manager Customer Service & Quality

Ikyu Reduces Inbound Inquiries Across Multiple Channels by 40% a Month, Increases Call Center Operating Efficiency, and Enhances Customer Service

Ikyu Corporation

Toshihiro Sanuki

Director, Customer Service Department

Intergraph PP&M Empowers Customers and Agents with Cloud Service Platform

Intergraph Corporation

Scott Uptain

Executive Manager, Global Business Systems

Joyo Bank Triples Frequently-Asked-Questions Site Visits, and Enhances Customer Experience with Cloud Solution

Joyo Bank

Masaki Maruoka

Senior Manager, Direct Banking Center Planning Group, Sales Promotion Division

Kent County Council Improves Customer Service and Workflow Efficiency; Expands Service to New Customers

Kent County Council

Clare Alan-Waller

Business Centre Resourcing & Customer Services Manager

Kohl’s takes a test, learn, evolve approach to optimizing the customer experience

Kohl's

Ratnakar Lavu

Executive Vice President of Digital Technology

Leejam Sports Company Transforms Business with Oracle ERP Cloud and HCM Cloud

Leejam Sports Company

Sami Asad

IT Director

MakeMyTrip Halves Average Call-Handling Time, Launches New Products in One Week Instead of Months, and Increases Business Revenue with CX Cloud

MakeMyTrip

Venkatesh Bhardwaj

Senior Vice President, Technology

Meridium Optimizes Customer Service and Workflow Efficiency, Saves $118,000 in Operational Costs in the First Year with Cloud Solution

Meridium

Elena Brown

Program Manager, Global Support Services

Mitsui Sumitomo Insurance Increases FAQ Site Visit by 7x, Improves Call Center Efficiency, and Achieves Highest Customer-Experience Certification

Mitsui Sumitomo Insurance Company, Limited

Takayoshi Iwamae

Manager, Contact Center Planning Department

National Australia Bank Shortens Call-Center Holds by 30%, Decreases Internal Inquiries by 90%, and Boosts Staff and Customer Satisfaction

National Australia Bank

Anthony Micomonaco

Manager, Knowledge Management, Product and Markets

Natos Group Boosts Customer Service with Oracle Service Cloud

Natos Group

Leonardo Cardoso

Project Coordinator

Nestlé BabyNes Boosts Customer Satisfaction with Oracle Service Cloud

Nestlé BabyNes

Isabelle Simal

International Customer Service Manager

Netfarma Resolves Customer Issues More Quickly with Consolidated Records

Netfarma

Alessandra Lucato

Customer Relations and Phone Sales Manager

ONVZ Optimizes Insurance Services with Oracle

ONVZ

Marco Saas

CFO

Pacífico Seguros Generales Optimizes Customer Service, Provides Insurance Quotes in 10 Minutes Instead of 25 Minutes with a Cloud-based Solution

Pacifico Seguros

Maria Claudia Maeda

Customer Relationship Management Project Consultant

Panasonic Increases Frequently-Asked-Question Rate by 21x, Slashes E-mail Inquiries by 20%, and Improves Customer Experience

Panasonic Corporation

Motoaki Sashida

General Manager, Information System Group, Japan Consumer Marketing Division

Paquetá Calçados Creates Intelligent FAQ System, Manages Customer Inquires Faster and More Efficiently with Multichannel Cloud Solution

Paquetá Calçados

Gervasio Luis Scheibel

IT Systems Manager

Patterson Companies Strives Toward Zero Contact Resolution for 100,000 Business-to-Business Customers with Cloud-based Solution

Patterson Companies

Dianna Borries

Customer Experience Manager

PC Arts Argentina Transforms its Post-Sales Services with Oracle

PC Arts Argentina

Alejandro Galafassi

Service Manager

Pella Corporation Gains Single-View Insight into Agents’ and Technicians’ Customer Interactions to Improve the Customer Experience

Pella Corporation

Ryan Davis

Manager

REDISA Starts New Era in African Waste Stream Management, Launches Scrap Tire Initiative in Just 60 Days with Out-of-the-Box Technology

REDISA

Hermann Erdmann

CEO

Ricoh Reduces Man-hours to Maintain Frequently-Asked-Questions Content, Cuts Overall System-Maintenance Costs by 40%, and Improves Customer Service

Ricoh

Eiji Shinohara

General Manager, Sales and Service Process Transformation Department

Santander Consumer Finance Accelerates Business Growth with Oracle

Santander Consumer Finance

Leonardo Gaete

Head of IT and Cybersecurity Projects

Securitas Direct Quickly and Accurately Delivers its Services with Oracle

Securitas Direct

Ana Pilar Pérez del Cura

Customer Service Platform Manager IT

SKY Perfect JSAT Reduces Incoming Inquiries by 28% with Oracle Service Cloud

SKY Perfect JSAT Corporation

Kota Kumakura

Assistant Manager, IP Business Division, Customer Business Group

SPECIAL.T by Nestlé Improves Consumers’ Online Experience with a Multi-Channel Customer Experience Solution

SPECIAL.T by Nestlé

Pascal Monnier

IS/IT Manager

Spread Automates Field Service Dispatching and Management, Improves Staff Productivity and Customer Satisfaction with Oracle Service Cloud

Spread

Alessandro Gushiken Passianoto

Operations Manager

SEC Shifts Focus to Customer Experience with Oracle Service Cloud

Superintendencia de Electricidad y Combustibles

Javier Assereto Cortes

Chief Marketing Officer

Tallink Silja Improves Company-Customer Dialogue with Efficient Customer Feedback Cloud Solution

Tallink Silja Line

Susanna Sarvikivi

Customer Relations Manager

Tarjetas Cuyanas S.A. Establishes Highly Efficient Customer Service Center, Improving Insight into Service Quality and Customer Satisfaction

Tarjetas Cuyanas

Matias Marcelo Garcia

Customer Relationship Management Director

tivùsat Pioneers Cloud Solutions for Efficient and Cost-Effective Management of 2.5 Million Free Satellite Television Users

Tivù

Gilda Serafini

Head of Customer Relationship Management

TNT Brasil Gains Visibility into Delivery Services and Boosts Sales with Real-Time Monitoring and Expanded Insight

TNT Brasil

Fabiano Fracao

Operations and IT Director

Cruzeiro do Sul Newspaper Transforms its Customer Service with Oracle SaaS

Ubaldino do Amaral Foundation

Fábio Eduardo Florêncio

IT Manager

Unidad Editorial Redefines Customer Journey with Oracle Service Cloud

Unidad Editorial

Angel Ortiz

Director of Customer Experience

University of Oxford Handles 94% of Student Website Queries via Cloud, Improves Service and Efficiency

University of Oxford

Tara Jewell

Head of Academic Administration Division Communications

University of Western Australia Creates Offer Letters 6x Faster with Oracle PaaS

University of Western Australia

Julie Millias

Solutions Lead

Vividwireless Improves Call-Center Efficiency, Enhances Customer Experience, and Achieves Higher Net Promoter Score than Competitors

Vividwireless

Chris Carroll

Manager of Marketing, Sales and CX

Vodafone New Zealand Reduces Average Call Handling Time, Delivers Seamless Customer Experience, and Supports Rapid Business Growth

Vodafone

Mike Hales

Digital Service Manager

William Hill Reduces Waiting Time from 2 Minutes to 10 Seconds, Nearly Halves Queries into Contact Center with Improved Self-Service

William Hill

Stephen White

Product Owner

WPA Gestão Modernizes Customer Service with Oracle Cloud

WPA Gestão

Francis Gonçalves

Technical Support Analyst

Oracle Service Cloud

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