Case Study: Ubaldino do Amaral Foundation achieves 50% faster subscription and after-sales service and higher customer satisfaction with Oracle Service Cloud

Cruzeiro do Sul Newspaper Transforms its Customer Service with Oracle SaaS

Fundação Ubaldino do Amaral (FUA) is a São Paulo–based non-profit that runs Sorocaba Polytechnic College and the Jornal Cruzeiro do Sul newspaper. The newspaper’s subscriptions and after-sales teams were hampered by a complicated, incomplete SAP system that prevented real-time access to customer information, slowed call resolution, and reduced overall reader satisfaction.

FUA implemented Oracle Service Cloud—integrating it with the financial and registration systems and customizing the platform to operators’ needs. Deployment took under three months and delivered real-time data on a single screen, halved average call handling time, increased cases handled per shift, reduced training time for new staff, and improved customer satisfaction.

Ubaldino do Amaral Foundation

Fábio Eduardo Florêncio

IT Manager