Case Study: Eroski resolves IT incidents 75% faster and cuts costs by centralizing service with Oracle Service Cloud

Eroski Resolves IT-Incident Issues 75% Faster and Reduces Costs by Centralizing Service for 38,000 Internal Clients

Eroski is a leading Spanish retail cooperative with more than 38,000 employees and 1,500+ supermarkets plus diverse businesses (hypermarkets, travel agencies, gas stations, perfumeries, etc.). Its Servicio Integral Eficiente al Cliente (SIEC) faced fragmented, sector‑specific help desks that drove slow, costly responses for internal clients across marketing, inventory, maintenance, IT and logistics. The challenge was to centralize support, standardize diagnostics and workflows, improve first‑level resolution, and gain actionable analytics to continuously improve service.

Using Oracle Service Cloud (Enterprise Contact Center Agent Desktop, Tier‑1 sessions, e‑mail, web interfaces and analytics) Eroski centralized support for 38,000 internal clients and now handles 21,000 cases per month in Spanish and Euskera. The new, scripted workflow and dashboards cut average resolution time by 75% (from over four days to about one), raised first‑level resolution to 22%, reduced costs, improved satisfaction via post‑resolution surveys, and provided scalable, near‑real‑time analytics for ongoing service improvements.

Eroski

Jose Enrique Rey Sanchez

SIEC Customer Service Manager