Case Study: WPA Gestão shortens customer service time by 40% with Oracle Service Cloud

WPA Gestão Modernizes Customer Service with Oracle Cloud

WPA Gestão, a subsidiary of W Palmerston Holding, manages timeshare after-sales services in Brazil and needed a more dynamic and efficient way to handle customer service as the business expanded. The company also wanted to reduce debt default rates and give operators a single screen with complete case history and customer information.

WPA Gestão implemented Oracle Service Cloud to centralize service data, support online chat, and integrate with its ERP system. Oracle Service Cloud shortened customer service time by 40% and increased debt payments by 30% through email campaigns focused on defaulting customers, while also helping the company manage more cases per operator, improve reporting, and expand online scheduling access for 30,000 owners.

WPA Gestão

Francis Gonçalves

Technical Support Analyst