Case Study: Bank of Guam boosts agent productivity with Oracle Service Cloud

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

Bank of Guam, the first local community bank in Guam, needed a better way to manage inbound inquiries across voice, email, chat, and social channels. Using disparate spreadsheets made service slow and unstructured, limited visibility into performance, and hurt customer satisfaction. The bank turned to Oracle Service Cloud and Oracle Social Cloud to centralize incident management and improve customer experience.

With Oracle Service Cloud, Bank of Guam gained a single platform for customer interactions and with Oracle Social Cloud it could monitor sentiment and competitor activity. The bank reported a 75% increase in agent productivity, daily unresolved incidents falling from 560 to 60, and customer satisfaction reaching 94%. The project went live in less than three months, on time and within budget.

Bank of Guam

Lesley-Anne Leon Guerrero

Vice President, Customer Service