Case Study: Club Med resolves customer interactions 30% faster with Oracle Service Cloud

Club Med Achieves 12x Increase in Digital Media Communications, Resolves Customer Interactions 30% Faster with Multichannel Cloud Solution

Club Med used Oracle Service Cloud to support its shift toward upscale, personalized holiday offerings and to create a 360-degree view of customers across 50 countries. The company needed a single multichannel solution that could help agents in several countries serve an international premium clientele through the website, Facebook, and contact center.

Oracle Service Cloud was deployed within three months with help from Oracle Consulting and gave Club Med unified customer histories, multilingual knowledge bases, and intelligent case routing. The company increased agent productivity by 15%, reduced average query resolution time by 30%, and processed more than 60% of customer interactions through digital and social channels within four months, up from a historical 5%.

Club Med

Vincent Giraud

Customer Service Director France