Case Study: CarrefourSA achieves seamless omnichannel customer service and faster request handling with Oracle Service Cloud

Carrefour S.A. enhances customer experience with multi-channel Cloud platform

Carrefour Sabancı Ticaret Merkezi A.Ş. (CarrefourSA), the Turkish arm of global retailer Carrefour with over 800 stores and a customer base exceeding 100 million, faced increasing customer-service complexity as it expanded. The company needed to let customers contact them through their preferred channel, standardize service and call-center processes, shorten response times for inquiries, complaints and post‑sales requests (returns, repairs, warranties), consolidate customer data with role-based access, and monitor performance across channels.

CarrefourSA implemented Oracle Service Cloud as a unified, omni‑channel customer and incident management platform, integrated with 14 enterprise and third‑party systems and delivered with partner Smartiks in five months. The solution enabled engagement across 10 channels, standardized case and notification workflows (300+ templates), reduced request handling times and operational and training costs, provided a single source of truth and real‑time KPIs, and delivered a 360° customer view that improved service consistency, decision making and the company’s nationwide brand experience.

CarrefourSA

Mustafa Kemal Çelikkol

After-Sales Services Manager