Case Study: Elsevier improves customer satisfaction and self-service with Oracle Service Cloud

Elsevier Boosts Customer Satisfaction with Oracle Service Cloud

Elsevier, a global provider of information solutions for science, health, and technology professionals, wanted to improve the customer experience for more than 30 million customers worldwide. It aimed to increase self-service use of its support hubs and customer portals, strengthen knowledge management, improve reporting, and route inquiries more effectively with Oracle Service Cloud.

Working with Oracle Service Cloud and The Knowledgebase Company, Elsevier reimplemented its platform, refreshed its knowledgebase, and created a standard methodology, governance, and templates for support hubs and customer portals. The company doubled the number of customers finding answers via web channels to 52%, increased overall customer satisfaction to 91%, raised support hub use by 196% to 400,000 visits per month, and reduced queries reaching the contact center by 28%.

Elsevier

Matt Cumberlidge

Head of Customer Services Systems