Case Study: Carrefour S.A. boosts customer satisfaction and retention with Oracle Service Cloud

Carrefour Increases Customer Satisfaction and Retention by Expanding Interaction Channels with Cloud-Based Contact Center Solution

Carrefour S.A., the world’s fourth-largest retailer operating across 33 countries with more than 100 million customers worldwide and 15 million loyalty card holders in France, needed to improve customer satisfaction and retention by modernizing its service operations. The company faced about 6.5 million annual customer contact requests plus thousands of second‑level inquiries and needed to meet a 95% resolution target while expanding and unifying interactions across traditional (phone, mail, email) and digital (chat, click-to-call, web) channels.

Carrefour deployed Oracle Service Cloud (Oracle Cloud CX, Oracle CX Service, Oracle B2C Service) with partner Micropole to create a single, cloud-based contact center delivering a 360° view of customers and seamless cross-channel handling. Within three months Carrefour exceeded its goal—resolving more than 95% of requests—while raising customer satisfaction by 4%, boosting retention, increasing agent productivity by 20% (from 3.5 to 4.2 cases/hour), and enabling faster, more personalized responses for loyalty members.

CarrefourSA

Richard Edery

Customer Service Director