Case Study: iBOOD.com improves service levels and customer satisfaction with Oracle Service Cloud

iBOOD.com Boosts Service Levels, Customer Experience, and Customer Satisfaction

iBOOD.com, Europe’s biggest deal community platform, needed a stronger service setup to support growth across seven countries and more than 2 million online consumers. The company wanted multiple customer channels, a richer knowledge base, better consistency across contact centers in Poznan, Berlin, and Amsterdam, and clearer analytics for managers. It selected Oracle Service Cloud to help improve service levels and customer experience.

Oracle Service Cloud gave iBOOD.com a multichannel cloud platform connected to its back-office systems, knowledge base, and customer portal. The result was first contact resolution rising from 50% to nearly 80%, average contacts per case dropping from 4 to 1.7, and an FAQ deflection rate of approximately 60% over the past 4 months. The platform also improved agent efficiency for more than 30 agents and gave managers better insight into service levels, case handling times, and staffing needs.

iBOOD.com

Robert Jonker

Manager Customer Service & Quality