Case Study: Packsys boosts customer service levels by 13% and speeds on-time deliveries with Oracle Service and Oracle CPQ

Packsys boosts customer service levels by 13% with Oracle

Packsys, a Mexico-based maker of sustainable packaging (stretch film, adhesive tape, shrink wrap, and wrapping machines), saw orders grow from about 600 to more than 1,400 per month. That growth made it hard to manage every customer interaction from order through delivery and service, causing some deliveries to slip up to five days and relying on manual, error-prone pricing processes that couldn’t enforce customer-specific rules or integrate with its Oracle Cloud ERP.

Packsys deployed Oracle Service and Oracle CPQ (integrated with Gmail and Oracle Cloud ERP) to track and analyze every step from pricing to fulfillment. The new solution eliminated most pricing errors and rebilling, automated order capture so orders no longer get lost, and enabled data-driven improvements—raising service levels from ~70% to ~83%, improving on-time delivery by more than 10% in three months, and cutting review days from three to one.

Packsys

Patricia Sanchez

Director of IT