Case Study: Paquetá Calçados improves customer service efficiency with Oracle Service Cloud

Paquetá Calçados Creates Intelligent FAQ System, Manages Customer Inquires Faster and More Efficiently with Multichannel Cloud Solution

Paquetá Calçados, a Brazilian footwear company with retail, manufacturing, and other business divisions, wanted to consolidate customer service channels that were running on separate tools. The company also needed stronger CRM capabilities, better reporting, faster resolution of customer inquiries, and support for social media, FAQ, email, and other service channels. It chose Oracle Service Cloud to help meet those needs.

Oracle Service Cloud was deployed across point of sale, eight online stores, social media, web self-service, and the contact center, giving agents a single view of customer interactions. Paquetá Calçados also created an intelligent FAQ system and automated routing for service requests, which improved response times and customer satisfaction. The company said the migration was completed in less than two months, on schedule and within budget.

Paquetá Calçados

Gervasio Luis Scheibel

IT Systems Manager