Case Study: 2degrees Mobile Ltd. cuts email inquiries 20%, handles 40% more chats and boosts agent productivity 20% with Oracle Service Cloud and Oracle Social Cloud

2degrees Mobile Cuts Email Inquiries by 20%, Handles up to 40% More Chats Per Day, and Reduces Social Media Headcount Need by 30% Annually

2degrees Mobile Ltd., New Zealand’s fastest-growing full-service telecommunications provider with over 1 million customers, needed to modernize and consolidate its fractured customer-care stack. The company faced duplicate agent workloads across email, web chat, voice and social channels, poor self-service and FAQ discovery, limited visibility into agent productivity and response times, and a requirement for flexible staffing to support growth.

By implementing Oracle Service Cloud and Oracle Social Cloud (rolled out over seven months), 2degrees consolidated channels, launched a customer-facing knowledgebase and used SmartAssistant to deflect emails. The results: inbound email inquiries fell 20%, web-chat agents handled up to 40% more chats per day, social-media headcount needs were cut by 30% annually, overall customer-care productivity rose 20%, and the company gained unified interaction history, real-time analytics and a scalable platform for future expansion.

2degrees Mobile Ltd.

Peter Doherty

Head of Service Development