Case Study: CarrefourSA increases customer satisfaction and retention with Oracle Service Cloud

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

CarrefourSA used Oracle Service Cloud to improve customer service quality and meet a target of resolving 95% of 8.5 million customer contact requests per year. The retailer also wanted to give customers more ways to reach service agents across traditional and digital channels while improving efficiency by bringing mail, email, phone, click-to-chat, click-to-call, and web portal interactions into one solution.

Oracle Service Cloud gave CarrefourSA a single contact center platform with 360-degree customer visibility and cross-channel handling. Within three months of deployment, CarrefourSA was resolving more than 95% of contact requests, increasing customer satisfaction by 4%, and raising agent productivity by 20%, from 3.5 cases per hour to 4.2 cases per hour.

CarrefourSA

Richard Edery

Customer Service Director