Case Study: TNT Express achieves real-time delivery visibility and boosts sales with Oracle Sales and Service Cloud

TNT Brasil Gains Visibility into Delivery Services and Boosts Sales with Real-Time Monitoring and Expanded Insight

TNT Brasil, the country’s largest courier with 7,000 employees, a 2,500-vehicle fleet, reach to more than 5,000 municipalities and deliveries to over 200 countries, faced limited visibility into customer interactions across multiple channels. The company needed faster, automated responses and smarter routing of inquiries, quicker launch and reporting of email campaigns, and better territory and visit planning to boost sales and shorten the purchasing cycle.

TNT deployed Oracle Sales Cloud and Oracle Service Cloud (with Oracle Gold Partner BExpert) to centralize customer interactions into a single CX platform, add real-time monitoring and alerts, automate routing and responses, and give mobile-enabled, 360-degree views to sales and service teams. The rapid rollout (live Aug–Sept 2015) cut response times, enabled proactive service, attended more than 95% of SLA calls, improved forecasting and manager productivity, accelerated marketing campaigns, and uncovered new sales opportunities.

TNT Express

Fabiano Fração

Operations and Technology Director