Case Study: WPA Gestão achieves 40% faster customer service and 30% higher debt recovery with Oracle Service Cloud

WPA Gestão Modernizes Customer Service with Oracle Cloud

WPA Gestão, a Goiânia‑based subsidiary of W Palmerston that manages more than 5,000 timeshares and a portfolio of 30,000 clients, needed a more dynamic, centralized customer‑service system after business expansion. The company’s legacy platform could not provide a complete case history or help reduce rising installment default rates, limiting operators’ efficiency and the client experience.

WPA Gestão implemented Oracle Service Cloud to centralize customer data on a single screen and integrate with its ERP; the rollout began use after one month and completed in five months. The new platform cut service time by 40%, increased debt payments by 30% through targeted email campaigns, enabled full claim histories and reporting for service improvements, expanded channels with online chat, and gave 30,000 owners access to online scheduling.

WPA Gestão

Francis Gonçalves

Technical Support Analyst