Case Study: Elsevier boosts customer satisfaction to 91% and doubles self-service use with Oracle Service Cloud

Elsevier Boosts Customer Satisfaction with Oracle Service Cloud

Elsevier, a global provider of information for science, health, and technology professionals, set out to make it easier for its 30 million users to find answers and interact with the company. Its challenges included driving self-service adoption through support hubs and portals, improving knowledge management and reporting, and routing queries to the right agents to boost first-contact resolution and overall customer experience.

Working with The Knowledgebase Company and using Oracle Service Cloud, Elsevier rebuilt its knowledgebase, created a global knowledge team, standardized portals and governance, and implemented better routing and reporting. The changes doubled the share of customers finding answers online to 52%, increased support-hub use by 196% (to 400,000 visits/month), raised online query avoidance to 68%, cut contact-center volume 28%, reduced FAQs from 500 to 80, and lifted overall customer satisfaction to 91%.

Elsevier

Matt Cumberlidge

Head of Customer Services Systems