Case Study: SPECIAL.T by Nestlé improves online customer experience with Oracle Service Cloud

SPECIAL.T by Nestlé Improves Consumers’ Online Experience with a Multi-Channel Customer Experience Solution

SPECIAL.T by Nestlé used Oracle Service Cloud to improve customer interactions across multiple countries and languages. The company needed a central knowledge base, stronger multi-channel engagement, and a better way to support customers through live chat and direct feedback instead of relying mainly on phone and e-mail.

Oracle Service Cloud provided a fully integrated customer interaction solution with a single user interface, a central multilingual knowledge base, and connections to the company’s e-commerce and CRM platforms. SPECIAL.T by Nestlé says this helped decrease operating costs, improve consumer support, enable timely customized offers, and synchronize customer contacts, orders, and returns in near real time.

SPECIAL.T by Nestlé

Pascal Monnier

IS/IT Manager