Case Study: Superintendencia de Electricidad y Combustibles (SEC) achieves faster, more transparent customer service and halves case-resolution time with Oracle Service Cloud (Oracle)

SEC Shifts Focus to Customer Experience with Oracle Service Cloud

Superintendencia de Electricidad y Combustibles (SEC) is Chile’s national regulator for electricity, gas, and fuels, responsible for safety and service quality. Facing growing customer demand and a legacy on‑premises IT model, SEC needed to shift from an operational focus to a customer‑experience orientation, shorten response times for inquiries like outages and billing, and rapidly deploy a cloud solution to improve workflow and engagement.

SEC implemented Oracle Service Cloud as a multichannel contact‑center platform, launched in about five months with internal teams and staff training. The solution centralized email, phone and other inquiries, halved case resolution times (from 120 to 60 days), raised on‑time responses to 90% within 30 days while handling a 250% increase in queries, reduced IT costs, and improved transparency and customer engagement—pioneering CRM use in Chile’s public sector.

Superintendencia de Electricidad y Combustibles

Javier Assereto Cortes

Chief Marketing Officer