Case Study: Axtel achieves modernized customer experience and 50% increase in digital channel use with Oracle Service Cloud

Axtel Transforms Business with Oracle Service Cloud

Axtel, a Mexican information and communications technology provider for corporate, government and residential markets, needed to modernize its customer service and field operations. The company sought to overhaul a critical CRM used across 24/7 contact centers, ensure every interaction (phone, chat, social) was tracked and resolved, and boost technician productivity and visibility while reducing reliance on contractors.

Axtel deployed Oracle Service Cloud and Oracle Field Service (integrated with its Siebel CRM) with partner In Motion, rolling out self-service in two months and full call-center capability in under six months. The solution cut phone and email inquiries by 15%, drove a 50% increase in customers using digital channels, increased self-help portal usage, improved technician efficiency and performance visibility, and helped Axtel meet service targets and speed issue resolution.

Axtel

Javier Rodríguez

Mass Market Strategy Director