Case Study: Nestlé BabyNes achieves higher customer satisfaction and marketing efficiency with Oracle Service Cloud

Nestlé BabyNes Boosts Customer Satisfaction with Oracle Service Cloud

Nestlé BabyNes, a Nestlé Nutrition startup that sells a high‑tech machine and patented infant formulas, expanded rapidly across Europe, Asia, and the US and needed a centralized, multilingual CRM to support parents worldwide. The company’s challenge was to unify telephony, social, chat, SMS and email; give agents a 360° customer view and richer knowledgebase; enable self-service and better reporting for R&D and marketing; and reduce the cost and effort of launching campaigns.

Using Oracle Service Cloud (with Oracle Consulting), BabyNes implemented a centralized, omni‑channel platform in 12 weeks that integrated sales, marketing, logistics and finance systems. The solution improved agent interactions and self‑service, grew the knowledgebase by 30%, enabled targeted campaigns and 10 new newsletters, delivered powerful reporting for faster decisions, and saved about US$100,000 by replacing the previous email marketing platform—while laying the groundwork for IoT integration with the BabyNes machine.

BabyNes

Isabelle Simal

Customer Service Manager