Case Study: 2degrees Mobile Ltd. cuts email inquiries by 20% with Oracle Service Cloud

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., New Zealand’s fastest growing full service telecommunications provider, wanted to consolidate customer care across email, web-chat, voice, self-service, and social media. It needed a single platform to reduce duplicate work for agents, improve customer self-help, track productivity, and support future growth. The company chose Oracle Service Cloud and Oracle Social Cloud.

With Oracle Service Cloud and Oracle Social Cloud, 2degrees Mobile Ltd. reduced inbound email inquiries by 20% per month, improved customer care workforce productivity by 20%, and enabled its web-chat team to handle up to 40% more chats per day without increasing headcount. Oracle Social Engagement and Monitoring Cloud Service also helped avoid additional hiring for the social media team, while the new knowledgebase and self-service tools improved customer navigation and access to answers.

2degrees Mobile Ltd.

Peter Doherty

Head of Service Development