Eroski is a leading Spanish retail distribution group specializing in supermarkets and operating as a consumer cooperative. One-third of its employees are also shareholders who participate in corporate decision-making. Its core business is its supermarket chain, with more than 1,500 outlets in Spain, but it also runs 95 hypermarkets, 19 cash-and-carry wholesalers, 161 travel agencies, 64 gas stations, 39 sports stores, and 265 perfumeries.
With more than 38,000 employees and employee-shareholders operating across such diverse fields, Eroski requires a team dedicated specifically to attending to inquiries from internal clients, including those involved in marketing and inventory strategies, maintenance, IT, and logistics operations. Its Servicio Integral Eficiente al Cliente (SIEC) branch, which oversees customer service for internal clients across all operations, was charged with revamping its decentralized, dispersed, and inefficient call centers. Its mission was to centralize internal customer care to accelerate average case resolution times and reduce costs while transforming the service from merely a call center to a service-oriented platform that highly satisfies its internal clients.
Eroski needed to replace its obsolete Computer Associates International Agentworks Advanced Help Desk system, which treated different types of incidents via separate call centers. It needed a robust, service-oriented, cloud-based solution.
Eroski evaluated the market options, choosing Oracle because it met functional, architectural, and financial criteria.
“With Oracle Service Cloud solutions, we easily integrated and configured a robust, cloud-based solution that matches our focus on customer satisfaction. Moreover, its analytics engine enables us to concentrate on evaluating relevant data rather than just gathering it,” said Rey Sanchez.
Oracle Consulting assisted Eroski in choosing options, including Oracle Service Cloud Enterprise Contact Center Agent Desktop, Oracle Service Cloud Tier 1 Sessions, e-mails sent, web interfaces, and Oracle Cloud Priority Service to best meet its needs. SIEC presented the project to management in April 2012, and the solution went live in March 2013.
IZO Consulting was responsible for a broader project to improve Eroski’s efficiency and presented this solution to Eroski. Telefónica was responsible for integrating the technological facet of the project, including Oracle and interactive intelligence.