Case Study: CGI Sverige AB achieves faster, more efficient IT support with Oracle Service Cloud

CGI Sweden Delivers World-Class Customer Service with Oracle Service Cloud

CGI Sverige AB used Oracle Service Cloud to support a key customer’s internal IT services across multiple technologies and channels. The team needed a better way to manage 300 incidents and change requests per month, improve visibility into ongoing issues, reduce duplicated work, and keep support, communications, and knowledge in one place for six IT support consultants.

With Oracle Service Cloud, CGI Sverige AB centralized incident handling, knowledge management, and analytics on a single cloud platform. The company saved at least 30 hours each month, improved response times, and reached a customer satisfaction rating of 9.0/10 for service delivery. Oracle Service Cloud also gave managers better status tracking and reporting to support SLA adherence and staffing decisions.

CGI Sverige AB

Johan Toresjö

Director Consulting Services