Case Study: iBOOD.com boosts first-contact resolution to 80% and customer satisfaction with Oracle Service Cloud

iBOOD.com Boosts Service Levels, Customer Experience, and Customer Satisfaction

iBOOD, Europe’s largest daily-deal platform, sells one featured offer each day to a community of more than 2 million customers across seven countries. To sustain rapid growth and improve customer loyalty, the company needed a modern, multichannel customer-service platform with a rich knowledge base, back-office integrations, and analytics so agents in three international contact centers could deliver faster, more consistent support.

Working with partner WeSquare, iBOOD deployed Oracle Service Cloud to provide web, email, phone and social support, a 370‑item knowledgebase, and integrations with ERP, CMS, and mail systems. The result: first-contact resolution climbed from 50% to nearly 80%, average contacts per case dropped from 4 to 1.7, FAQ deflection reached about 60%, agent efficiency and manager analytics improved, and the scalable platform enabled continued expansion and new service features.

iBOOD.com

Robert Jonker

Manager Customer Service & Quality