Case Study: SPECIAL.T by Nestlé achieves enhanced customer experience with Oracle CX Service (Oracle)

SPECIAL.T by Nestlé Improves Consumers’ Online Experience with a Multi-Channel Customer Experience Solution

SPECIAL.T by Nestlé, part of Nestlé S.A., needed to streamline sales and customer service across multiple countries and languages. The tea brand wanted a central, multilingual knowledge base, better multi-channel engagement (including live chat instead of only phone and email), and lower support costs by moving to a homogeneous cloud platform.

Using Oracle Cloud CX and Oracle CX Service with Oracle Consulting, SPECIAL.T deployed a single integrated platform—community portal, live chat, and a unified agent interface—tightly integrated with e-commerce and CRM systems. The rollout delivered faster, more efficient customer interactions, reduced operating costs, personalized offers and out-of-stock alerts, a country‑customized multilingual knowledge base, real‑time customer feedback, and increased targeted revenue opportunities.

SPECIAL.T by Nestlé

Pascal Monnier

IS/IT Manager