Case Study: Unidad Editorial achieves 84% faster response times and centralizes 15,000+ monthly interactions with Oracle Service Cloud

Unidad Editorial Redefines Customer Journey with Oracle Service Cloud

Unidad Editorial, Spain’s leading multimedia publishing group (El Mundo, Marca, Expansión), set out to modernize its customer experience as part of a wider digital transformation. The company needed to turn an underperforming call center into a professional, multi-channel contact center that could handle more than 15,000 monthly interactions while improving satisfaction, speeding up resolution, and supporting sales.

By implementing Oracle Service Cloud (with partners VASS and Imelius) in five months, Unidad Editorial centralized customer profiles and automated FAQs, chat, email and phone workflows. The solution cut response times by 84%, improved resolution time by 35% and first-contact resolution by 70%, reduced incoming emails by 40% and contact-center costs by 5%, auto-responded to over 35% of emails, and boosted sales conversion by 6%, alongside real-time reporting and streamlined agent processes.

Unidad Editorial

Angel Ortiz

Director of Customer Experience