Case Study: Natos Group reduces service time by 40% with Oracle Service Cloud

Natos Group Boosts Customer Service with Oracle Service Cloud

Natos Group, a Brazil-based resort timeshare manager, needed a simpler customer service platform that could handle growing demand and give managers better information on customer issues. The company wanted to classify requests by type, make it easier for operators to find client details during calls, and improve service quality using Oracle Service Cloud.

Oracle Service Cloud customized the platform to Natos Group’s needs, bringing customer details, contract information, service history, email, and chat into one screen. The system automatically routed cases to the right department, reduced service time by 40%, cut new operator training time from two weeks to one, and improved reporting and operator capacity.

Natos Group

Leonardo Cardoso

Project Coordinator