Case Study: Cummins achieves rapid, global social customer care and elevated customer experience with Oracle Social Cloud

Cummins Inc. Integrates Social Across Global Organization, Elevates the Customer Experience with Cloud Solution

Cummins Inc., a global power leader that designs, manufactures and services engines and related technologies across four business units, set out to transform its customer care. The company needed visibility into customer feedback across social channels, faster and more consistent engagement from social media managers, and analytics on past and present interactions to inform a Six Sigma–driven social customer care roadmap while supporting highly technical, global inquiries.

Cummins deployed Oracle Social Cloud alongside Siebel CRM and Oracle Marketing Cloud to centralize social listening, streamline responses, and integrate social data with customer care workflows. The platform enabled teams to identify and reply to issues within minutes (one Twitter case was acknowledged in under 36 minutes and handled offline within 90 minutes), surface sentiment and product‑idea insights, and improve internal training—delivering faster, more consistent engagement, higher customer satisfaction, and a more complete 360-degree view of customers.

Cummins

Flavio Augusto Caramaschi de Mello

Digital Communications Director