Case Study: Pacifico Seguros reduces auto insurance quote times with Oracle Service Cloud

Pacífico Seguros Generales Optimizes Customer Service, Provides Insurance Quotes in 10 Minutes Instead of 25 Minutes with a Cloud-based Solution

Pacifico Seguros Generales is a Peruvian insurance company that wanted to manage customer service more efficiently and support growth in new market segments. Its contact center relied on separate tools and manual processes that made reporting difficult and left agents without a full history of customer interactions. Pacifico turned to Oracle Service Cloud to give its team a 360-degree view of each client and better access to policy and claims information.

With Oracle Service Cloud, Pacifico deployed Oracle RightNow Desktop Workflow Cloud Service, Oracle RightNow Email Cloud Service, and Oracle RightNow Enterprise Dynamic Agent Desktop Cloud Service as the foundation of its contact center. The company says it reduced auto insurance quote time from 25 minutes to less than 10 minutes, improved agent productivity, and raised service quality. Pacifico also grew its sales advisor team from 16 to 80 and now has 100 users in the contact center.

Pacifico Seguros

Maria Claudia Maeda

Customer Relationship Management Project Consultant