Case Study: Eroski resolves IT incidents 75% faster with Oracle Service Cloud

Eroski Resolves IT-Incident Issues 75% Faster and Reduces Costs by Centralizing Service for 38,000 Internal Clients

Eroski, a Spanish retail distribution group with more than 38,000 employees and employee-shareholders, needed to centralize internal customer service across a decentralized set of call centers. It wanted a service-oriented, cloud-based platform from Oracle Service Cloud to improve case handling for internal clients across marketing, inventory, maintenance, IT, and logistics.

Oracle Service Cloud helped Eroski replace its older help desk system and create a centralized workflow with scripting, escalation guidance, and analysis dashboards. The company now resolves 21,000 cases a month and handles cases 75% faster, in one day instead of more than four days, while achieving a 22% first-level resolution rate and improving customer satisfaction.

Eroski

Jose Enrique Rey Sanchez

SIEC Customer Service Manager