Case Study: Natos Group achieves 40% faster service and halves operator training time with Oracle Service Cloud

Natos Group Boosts Customer Service with Oracle Service Cloud

Natos Group, a Goiânia-based timeshare manager founded in 2012 with about 50 employees and a portfolio of more than 30,000 clients, needed a simpler, more scalable customer service platform to support business growth. Managers wanted an automated request-classification system, faster access to complete client information on calls, and better reporting to reduce resolution times and improve service quality.

Using Oracle Service Cloud, Natos implemented a customized solution that automated case classification and routing, integrated email and online chat, and presented full customer and contract details on a single screen. The change cut service time by 40%, halved new-operator training from two weeks to one, improved reporting and management insights, increased operator capacity without immediate hires, and eliminated reliance on separate applications like Outlook.

Natos Group

Leonardo Cardoso

Project Coordinator