Case Study: Club Med achieves 12x increase in digital media communications and 30% faster customer resolutions with Oracle Service Cloud

Club Med Achieves 12x Increase in Digital Media Communications, Resolves Customer Interactions 30% Faster with Multichannel Cloud Solution

Club Méditerranée (Club Med), the French all‑inclusive luxury resort operator with 66 resorts worldwide, needed a 360° view of customers and a seamless multichannel support experience to match its shift to upscale, personalized holidays and ambitious global growth. The company’s challenge was to enable agents across countries to handle web, social, and contact‑center interactions through a single, easy‑to‑use cloud solution while supporting rapid rollout, multilingual support, and scalable operations.

By deploying Oracle Service Cloud (implemented in three months), Club Med unified customer interactions, added multilingual self‑service on web and social channels, and introduced intelligent case routing. Results included processing more than 60% of interactions via digital and social channels (a 12× increase), reducing resolution time by 30%, raising agent productivity by 15%, improving customer loyalty, and enabling rapid, centrally managed global rollouts and scalable service delivery.

Club Med

Vincent Giraud

Customer Service Director France