Case Study: Empresas SB improves customer service and business performance with Oracle Service Cloud

Empresas SB Overhauls Business Processes and Perfects Customer Service with Improved Analytics, Reliability, and Scalability

Empresas SB, a Chilean holding group with nearly 500 stores and service locations, needed a more available and scalable IT environment to improve business performance, consolidate reporting, and handle growing volumes of product and transaction data. The company also wanted better customer satisfaction for online sales and medical prescription support, and it turned to Oracle Service Cloud and other Oracle solutions for help.

Oracle Service Cloud helped Empresas SB speed up call center and email handling, reducing customer inquiry response time from three-to-four days to one day while giving managers faster access to customer data and feedback. With Oracle Exadata Database Machine, Oracle E-Business Suite, Oracle SOA Suite, and Oracle Business Process Management Suite, Oracle also helped cut large report and query processing from 90 minutes to 10 and reduced transaction time from seven seconds to two.

Empresas SB

Ariel Gahona

Deputy Manager of Development and Innovation