Case Study: Tivù improves customer service and analytics with Oracle Service Cloud

tivùsat Pioneers Cloud Solutions for Efficient and Cost-Effective Management of 2.5 Million Free Satellite Television Users

Tivù, the Rome-based company behind tivùsat, needed a CRM system that could support 2.5 million free satellite television users with seamless subscription activation, flexible service volumes, and timely access to technical information. It also wanted faster reporting on contact center performance and user demand by geography. Tivù used Oracle Service Cloud after initially deploying Oracle CRM On Demand.

Oracle Service Cloud helped Tivù add web self-service, provide support outside working hours, give agents a common knowledge base updated in real time, and enable instant chat with users. Tivù also used Oracle Business Intelligence Cloud Service and Oracle Database Cloud Service to improve data management, run analytics applications, and avoid capital spending on infrastructure and software licenses. The company said the Oracle cloud approach delivered high reliability, security, operational efficiency, and price-performance ratio, and that a small team was able to deploy a high-quality solution within limited resources.

Tivù

Gilda Serafini

Head of Customer Relationship Management