Case Study: Axtel improves customer service and field operations with Oracle Service Cloud

Axtel Transforms Business with Oracle Service Cloud

Axtel, a Mexican information and communications technologies company, wanted to improve customer service and field operations across its corporate, government, and residential markets. To do this, it turned to Oracle Service Cloud and Oracle Field Service Cloud to modernize its service channels, strengthen its CRM process, and support both phone and digital customer interactions.

Oracle Service Cloud helped Axtel roll out self-service in two months and extend the platform across the call center in less than six months. The company reduced service inquiries received by phone and email by 15%, increased self-help portal usage, and raised the number of customers using digital channels for query resolution by 50%.

Axtel

Javier Rodríguez

Mass Market Strategy Director