Case Study: Grupo Martí achieves 99% under‑3‑minute social media responses and boosted engagement with Oracle Social Cloud

Grupo Martí Increases Efficiency of Social Media Channels, Enhances Issue Resolution Strategy, and Boosts Engagement with Social Cloud

Grupo Martí is a leading Mexican sports retailer and fitness‑club operator with 249 stores and seven business divisions. Facing rapid growth, the company needed a cloud social‑media solution to manage and respond faster to customer comments across 16 Facebook and Twitter channels and to gain deeper customer‑behavior and sentiment insights for quicker issue resolution and improved engagement.

With Oracle Social Engagement and Monitoring and Oracle Social Marketing—deployed with Oracle Consulting—Grupo Martí automated labeling and prioritization, routed alerts to agents, and consolidated 2,000 daily incidents. The solution enabled personalized responses and instant content changes, helped track campaign ROI, and delivered measurable results: 99% of queries answered in under three minutes, fewer complaints, clearer customer insights, and stronger support for sales and executive decision‑making.

Grupo Marti

Sagnite Zermeño Gonzáles

Grupo Martí