Case Study: CGI Sweden (CGI Group) achieves streamlined IT support, 30 hours/month savings and 9/10 customer satisfaction with Oracle Service Cloud

CGI Sweden delivers World-Class Customer Service with Oracle Service Cloud

CGI Sweden, part of the global CGI Group, supports and hosts a wide range of IT environments for enterprise clients. When it took over internal support for a key customer, the team faced managing about 300 monthly incidents and change requests across ERP, HR, and contract systems while working from disparate systems and mailboxes. The challenge was to reduce response times, eliminate duplicated effort, centralize knowledge, and deliver analytics to meet SLAs and improve customer satisfaction.

CGI implemented Oracle Service Cloud to provide a single, multichannel platform with a centralized knowledge base and detailed analytics. The solution cut duplication, saved at least 30 consultant hours per month, shortened response times, and improved incident monitoring and SLA adherence, helping achieve a 9.0/10 customer satisfaction rating. The cloud-based approach removed infrastructure overhead and created a scalable model CGI can apply across other sectors.

CGI Group

Johan Toresjö

Director Consulting Services