Case Study: CarrefourSA enhances customer experience with Oracle Service Cloud

CarrefourSA Enhances Customer Experience with Multi-Channel Cloud Platform

CarrefourSA, part of Carrefour, needed a better way to let customers contact the company through their preferred channel while receiving fast, personalized service. It also wanted to standardize customer service and call center processes, track KPIs across channels, reduce response times for inquiries and post-sales requests, and manage customer data and communications in one system. CarrefourSA selected Oracle Service Cloud to support these goals.

With Oracle Service Cloud, CarrefourSA deployed a unified, omni-channel cloud platform for incident and customer management. The company said the system reduced request handling time and operational costs, enabled service across 10 communication channels for 100 million customers, integrated with 14 enterprise applications, and supported more than 1,000 customer service staff with lower training costs.

CarrefourSA

Mustafa Kemal Çelikkol

After-Sales Services Manager