Case Study: Tallink Silja Line achieves streamlined customer feedback handling and faster responses with Oracle Service Cloud (Oracle)

Tallink Silja Improves Company-Customer Dialogue with Efficient Customer Feedback Cloud Solution

Tallink Silja, part of the Tallink Group and a leading passenger and cargo operator in the Baltic Sea, was receiving rapidly growing volumes of passenger feedback across its network and struggled with time‑consuming, error‑prone, email‑based processes. The company needed a faster, more reliable way to process thank‑you notes, development ideas, claims and reimbursement requests and to share feedback internally for follow‑up.

Working with Oracle Consulting, Tallink Silja deployed Oracle Service Cloud and an easy online feedback form, going live in just eight weeks. The cloud solution eliminated manual email handling, sped up responses across feedback types, saved customer‑service staff time, and improved internal reporting and visibility of issues — a setup Tallink Silja now plans to extend to other markets.

Tallink Silja Line

Susanna Sarvikivi

Customer Relations Manager