Case Study: Nestlé BabyNes boosts customer satisfaction with Oracle Service Cloud

Nestlé BabyNes Boosts Customer Satisfaction with Oracle Service Cloud

Nestlé BabyNes, part of Nestlé Nutrition, needed a centralized, multilingual customer management platform as it expanded from Switzerland and France into China, Hong Kong, and the United States. The company wanted to unify telephony, social media, text messaging, chat, email, reporting, and self-service so it could give parents consistent support across channels and languages. It chose Oracle Service Cloud to meet those needs.

Oracle Service Cloud gave Nestlé BabyNes a centralized omni-channel CRM platform integrated with internal systems and shared-service call centers. The company said it saved US$100,000 through the Outreach module, enlarged its knowledgebase by 30%, and deployed the system in 12 weeks. With Oracle Service Cloud, Nestlé BabyNes also improved campaign management, reporting, and customer service while reducing cost and effort.

Nestlé BabyNes

Isabelle Simal

International Customer Service Manager