Case Study: Pacífico Seguros Generales cuts auto-quote time to 10 minutes and gains a 360° customer view with Oracle Service Cloud

Pacífico Seguros Generales Optimizes Customer Service, Provides Insurance Quotes in 10 Minutes Instead of 25 Minutes with a Cloud-based Solution

Pacífico Seguros Generales is a leading Peruvian insurer within the Credicorp group, offering property, casualty and health insurance solutions for individuals and companies. Facing rapid growth and the need to improve service quality, Pacífico sought a single, integrated view of each customer and faster access to complete policy and claims information to boost contact-center productivity and support expansion into new market segments.

Pacífico deployed Oracle Service Cloud (Oracle CX Service/RightNow) with implementation partner AmberLeaf in three months, integrating it with its central insurance-quoting tool and migrating customer data to Oracle Database. The cloud solution delivered a 360-degree customer view, reduced auto-quote time from 25 minutes to 10, cut email handoffs, improved agent productivity and supervisor monitoring, and went live on time and on budget while providing scalable, lower-maintenance operations.

Pacifico Seguros

Maria Claudia Maeda

Customer Relationship Management Project Consultant