Case Study: Tallink Silja Line improves customer feedback handling with Oracle Service Cloud

Tallink Silja Improves Company-Customer Dialogue with Efficient Customer Feedback Cloud Solution

Tallink Silja Line, part of Tallink Group, needed a better way to keep up with growing passenger feedback and replace time-consuming, error-prone email handling. The company also wanted to improve internal sharing of customer feedback so staff could follow up on corrective measures. It turned to Oracle Service Cloud for a modern customer feedback handling system.

Working with Oracle Consulting, Tallink Silja Line deployed Oracle Service Cloud in June 2015 and went live in just eight weeks. The solution helped the company handle feedback more efficiently, improve response times to thank you notes, development ideas, claims, and reimbursement requests, and eliminate manual email-based processes through an online feedback form. Tallink Silja Line said Oracle Service Cloud met most of its needs, was reasonably priced, and included a good reporting tool.

Tallink Silja Line

Susanna Sarvikivi

Customer Relations Manager