Case Study: Paquetá The Shoe Company achieves faster, more efficient multichannel customer service with Oracle Service Cloud

Paquetá Calçados Creates Intelligent FAQ System, Manages Customer Inquires Faster and More Efficiently with Multichannel Cloud Solution

Paquetá Calçados (Paquetá The Shoe Company) is a long-standing Brazilian footwear and retail group with multiple brands, over 360 stores, and about 18,000 employees. Facing fragmented customer service across disparate tools and channels (including social media, online stores, and in-store points of sale), the company needed richer CRM capabilities, better reporting and analytics, an intelligent FAQ, and faster resolution of customer inquiries—especially for its sporting goods division.

Paquetá deployed Oracle Service Cloud to consolidate channels into a single, multichannel platform that provides agents a 360-degree customer view, automates inquiry routing, and powers an intelligent self-service FAQ. The implementation reduced average resolution times, improved customer satisfaction, increased capacity to support more brands and stores without adding staff, and enabled rapid analytics-driven refinement of FAQ content—delivered on schedule and within budget.

Paquetá The Shoe Company

Gervasio Luis Scheibel

IT Systems Manager