Case Study: Ubaldino do Amaral Foundation halves customer service time with Oracle Service Cloud

Cruzeiro do Sul Newspaper Transforms its Customer Service with Oracle SaaS

Ubaldino do Amaral Foundation, which manages Jornal Cruzeiro do Sul in Sorocaba, Brazil, needed to improve the customer service systems used by its subscription and after-sales teams. The existing SAP system was complicated and incomplete, making efficient service difficult and limiting operators’ access to real-time customer information. Ubaldino do Amaral Foundation chose Oracle Service Cloud to address these issues.

With Oracle Service Cloud, the foundation gave subscription and after-sales staff a simpler system that brought customer information together on a single screen and integrated financial management with reader registration data. Oracle Service Cloud halved the time needed to handle readers’ issues over the phone, increased the number of cases handled per shift, improved customer satisfaction, and reduced new employee training time.

Ubaldino do Amaral Foundation

Fábio Eduardo Florêncio

IT Manager