Case Study: Patterson Companies reduces inbound calls and boosts self-service for 100,000 B2B customers with Oracle Service Cloud

Patterson Companies Strives Toward Zero Contact Resolution for 100,000 Business-to-Business Customers with Cloud-based Solution

Patterson Companies, Inc., a leading distributor for dental and animal-health markets serving more than 100,000 B2B customers across North America and the UK, needed to standardize its CRM, create a consistent cross-channel customer experience, reduce costs, and ensure scalability to remain competitive. The company aimed to improve staff productivity and move toward “zero contact resolution” by giving customers fast self-service options and agents timely access to accurate information.

By upgrading to Oracle Service Cloud (RightNow Knowledge, Chat, and Email), Patterson delivered a modern web and mobile experience, a frequently updated knowledgebase for 250 contact-center agents, and instant access to information for about 2,000 employees. Customers view roughly 7,000 answers daily and the company handles about 500 chats per day, which helped deflect thousands of calls and reduce inbound call volume by 6%, while enabling faster upgrades, lower costs, and a rapid return on investment.

Patterson Companies

Dianna Borries

Customer Experience Manager