Case Study: Unidad Editorial reduces response times by 84% with Oracle Service Cloud

Unidad Editorial Redefines Customer Journey with Oracle Service Cloud

Unidad Editorial, Spain’s leading multimedia publishing group, needed to improve customer satisfaction and sales by turning a call center that was not meeting customer needs into a professional, multi-channel contact center. As part of its digital transformation, it wanted a more consistent customer journey, faster resolution, and better reporting across chat, email, phone, and other channels.

The company implemented Oracle Service Cloud to centralize more than 15,000 monthly customer interactions and unify customer profiles, FAQs, and reporting. With Oracle Service Cloud, Unidad Editorial reduced response times by 84%, improved resolution time by 35%, raised first contact resolution by 70%, cut contact center costs by 5%, reduced incoming emails by 40%, and boosted sales by 6%.

Unidad Editorial

Angel Ortiz

Director of Customer Experience