Case Study: Patterson Companies improves customer service and reduces inbound calls with Oracle Service Cloud

Patterson Companies Strives Toward Zero Contact Resolution for 100,000 Business-to-Business Customers with Cloud-based Solution

Patterson Companies, Inc. used Oracle Service Cloud to support its B2B dental and animal health operations across North America and the United Kingdom. The company wanted a consistent cross-channel customer experience, lower costs, scalable technology, and a stronger customer service strategy for its more than 100,000 business-to-business customers.

With Oracle Service Cloud, Patterson Companies gave customers access to about 7,000 answers daily, provided 2,000 employees with faster access to information, and equipped 250 contact center agents with a frequently updated knowledgebase. Oracle also enabled chat, with 500 chats received daily, and helped Patterson Companies reduce inbound call volume by 6% while improving answer effectiveness and supporting a more modern web and mobile experience.

Patterson Companies

Dianna Borries

Customer Experience Manager