Case Study: Bank of Guam achieves 75% higher agent productivity and 9x fewer daily unresolved incidents with Oracle Service Cloud

Bank of Guam Increases Agent Productivity by 75%, Cuts Daily Unresolved Incidents by 9x, and Enhances Customer Experience

Bank of Guam, a community bank founded in 1972 with 23 branches across the Western Pacific, faced inefficient, fragmented handling of inbound inquiries—relying on disparate spreadsheets that slowed responses, reduced visibility across voice, email and chat channels, and hurt customer satisfaction. With changing demographics and a need for better social media insight and service performance measurement, the bank required a centralized incident-management platform to boost productivity and customer experience.

By deploying Oracle Service Cloud and Oracle Social Cloud (with CRMIT Solutions), Bank of Guam implemented a single platform for multi-channel interactions and social listening in under three months. The result: agent productivity rose 75%, daily unresolved incidents fell from 560 to 60 (a 9x reduction), customer satisfaction reached 94%, identity validation became 50% faster, and the bank gained stronger analytics, improved NPS and enhanced brand reputation.

Bank of Guam

Lesley-Anne Leon Guerrero

Vice President, Customer Service