TIM Brasil—a subsidiary of Grupo Telecom Italia—began operations in 1998, and it was the first telecommunications (telecom) carrier to have a nationwide presence in Brazil. With a focus on innovation and quality, the company facilitates growth through continual investments in technology to support a broad portfolio of landline, mobile phone, and internet services. TIM develops products and provides services to a diverse customer base, having operations in 3,294 cities and more than 68,53 million customers that represent a 26.88% marketshare of the Brazilian telecommunications market.
To support its large customer base and ensure ongoing growth, TIM Brasil needed a stable IT infrastructure for highly available access to telecom products and services. TIM Brasil used My Oracle Support to ensure high availability and stability for the customer database and related middleware components, including a suite of Oracle solutions. With My Oracle Support, the company has been able to solve complex problems that could have compromised telephone and internet services or jeopardized operational timelines for strategic actions.
Additionally, with the My Oracle Support portal’s on-demand knowledge base, TIM Brasil made its in-house IT team more proactive. As a result, the company only needed to open service requests for 5% of its infrastructure issues, a record compared to 7% world standard.