Case Study: Cell C achieves improved in-store service levels and 18-month ROI with Oracle Learn Cloud Service

Cell C Increases In-Store Service Levels with Cloud Learning Solution, Anticipates Return on Investment Within 18 Months

Cell C, a leading South African mobile provider serving more than 22 million customers, needed a more efficient way to train its 2,000+ call center agents and franchisee sales consultants. The company sought to cut travel and trainer costs, deliver blended, mobile-accessible learning that fits younger staff’s preferences, improve customer interactions and sales skills, and create an anytime‑anywhere learning culture across urban and remote locations.

Working with Tata Consultancy Services, Cell C implemented Oracle Learn Cloud Service to replace multi-day classroom courses with a centralized, mobile-friendly learning platform and self-service bookings. The cloud solution doubled annual training interventions, extended training to remote and outsourced staff, saved six admin days per month, and reduced time-to-effectiveness. Cell C anticipates ROI within 18 months from lower administration, trainer and no-show costs, while also boosting agent knowledge, up-selling, customer experience, and employee retention.

Cell C

Maria Pienaar

Chief Information Officer