Case Study: Acer achieves industry-leading customer experience and exceeds quality benchmarks with Oracle Service Cloud (Oracle)

Acer Optimizes Customer Experience with a Multi-Channel Global Service Organization, Exceeds Industry’s Quality Assessment Score Benchmark of 65%

Acer Europe SA, a global ICT leader and one of the top four PC brands serving 95,000 locations in 160 countries, needed to modernize its customer experience across the full purchase and support journey. The company’s challenge was to introduce effective, multi-channel self-service (including mobile and multi-lingual support), deflect repetitive calls, chats, and emails, and improve contact-center efficiency and context-relevant agent answers to boost overall service quality.

Working with Oracle Consulting to deploy Oracle Service Cloud, Acer built a global, 10-language knowledge base and integrated voice, web, chat, and email channels with language processing and analytics—rolled out in eight months. The solution reduced contact volumes and costs, increased first-call resolution above industry benchmarks, achieved high service levels (handling >90% of incoming calls, fast chat and phone response times), exceeded the 65% industry quality-assessment benchmark, raised CSAT, and helped Acer win multiple national Customer Service of the Year awards.

Acer

Thomas Riege

Associate Vice President Customer Services EMEA