Case Study: vividwireless improves call-center efficiency with Oracle Service Cloud

Vividwireless Improves Call-Center Efficiency, Enhances Customer Experience, and Achieves Higher Net Promoter Score than Competitors

vividwireless, a telecommunications company serving low-cost, high-speed wireless 4G internet across Australia’s major cities, needed a simple, flexible, and scalable CRM platform for its domestic and offshore call centers. The company wanted to reduce operating expenditure, improve customer service with online self-service, and give agents a faster way to handle issues such as billing inquiries.

With Oracle Service Cloud, vividwireless created a single repository for customer information across all channels and call centers in Australia and the Philippines. Oracle Service Cloud helped the company improve customer experience, increase call-center efficiency, and achieve a double-digit net promoter score compared with single-digit scores for competitors, while also reducing IT costs, minimizing ongoing staff training costs, and completing the project in approximately six months and within budget.

Vividwireless

Chris Carroll

Manager of Marketing, Sales and CX