Case Study: PuntoNet reduces customer attrition to under 1% and transforms customer experience with Oracle Service Cloud

Main Roads WA responds to ever-changing reporting and planning needs with Oracle

PuntoNet is an Ecuadorian telecommunications provider (founded in 2000) serving over 75,000 residential and 3,000 corporate customers, including the Galápagos. After a survey showed customers valued fast response times and easy access across channels, PuntoNet needed a way to ensure inquiries from in-person, phone, chat, web and app channels reached operators, improve multichannel support, and give supervisors better visibility and management tools.

PuntoNet deployed Oracle RightNow/Service Cloud (Oracle CX Marketing) to centralize all customer interactions, add a self‑service knowledge base, and train operators on the new platform. Within months the company cut monthly attrition from 12% to 0.98%, reduced technical house calls by 5% in the first three months, improved NPS from 28 to 32, sped response times across channels, and gave managers real‑time visibility into case volumes and resolution metrics.

PuntoNet

Katherin Miño

General Manager