Case Study: Superintendencia de Electricidad y Combustibles improves customer service with Oracle Service Cloud

SEC Shifts Focus to Customer Experience with Oracle Service Cloud

Superintendencia de Electricidad y Combustibles (SEC), Chile’s regulatory agency for the country’s energy market, wanted to shift from an operational focus to a customer experience-centric model. It also needed to reduce response times for inquiries such as service activation, power outages, and billing issues, while introducing cloud applications into an organization that had traditionally relied on on-premises IT.

SEC implemented Oracle Service Cloud to create a cross-channel contact center for email, telephone, and other inquiries through a single point of contact. With Oracle Service Cloud, SEC cut case resolution times for items such as billing adjustments and refunds from 120 days to 60 days, answered 90% of customer inquiries within 30 days, and handled a 250% increase in queries since 2012. The agency also reduced total cost of ownership, lowered IT administration requirements, and improved transparency and customer engagement.

Superintendencia de Electricidad y Combustibles

Javier Assereto Cortes

Chief Marketing Officer