Case Study: Acer Europe improves global customer service with Oracle Service Cloud

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

Acer Europe SA wanted a more effective customer self-service experience across the full customer journey, from product research and purchase to in-warranty and out-of-warranty support. The company also needed to reduce repetitive inquiries, improve contact center quality and efficiency, and support customers across voice, chat, email, web self-service, and mobile devices.

Using Oracle Service Cloud and Oracle Consulting, Acer Europe SA built a global, multi-lingual knowledge base, centralized customer information, and added web, email, and chat support alongside voice service. Oracle Service Cloud helped Acer exceed the 65% industry quality assessment benchmark, achieve first call resolution far beyond the 75% ICT industry benchmark, handle more than 90% of incoming calls, answer more than 70% of calls within 30 seconds, and respond to over 90% of chat requests within 60 seconds.

Acer Europe

Thomas Riege

Associate Vice President Customer Services EMEA