Oracle Midmarket—Tivùsat Success Story

Tivùsat Provides a Great Experience for 2.5 million Customers
Tivùsat Provides a Great Experience for 2.5 million Customers


Oracle Cloud is extremely reliable, secure and efficient

Oracle Cloud is extremely reliable, secure, efficient and has great price-performance ratio.

- Gilda Serafini, Head of Customer Relationship Management, Tivùsat

Successfully competing in the uncompromising Italian television landscape is a growing business that successfully supports and assists 2.5 million customers. Tivùsat is Italy’s first free platform bringing digital television to viewers who are unable to receive a terrestrial signal.

As a small team with limited resources, Tivùsat needed a swift, easy-to-use, secure, and flexible solution that would offer customers an excellent experience and scale as subscriptions and business grew.

Oracle Customer Relationship Management (CRM) Cloud offered a service that ticked every box without the requirement for capital investment in infrastructure, software licensing, or maintenance.

Challenges:

  • The need for a highly flexible and scalable CRM system to provide seamless assistance during subscription activation, and to increase or reduce service volumes according to demand
  • Ensure the reliable delivery of device updates, technical support, and technical news to agents
  • The ability to make rapid and well-informed business decisions with automatic customer service analytics

Solutions:

  • With Oracle CRM On Demand the small Tivùsat team could guarantee customer service quality, ensure service scalability, and rapidly add a web channel for online assistance
  • Oracle Service Cloud enhanced the user experience with self-services that ensured customer service outside working hours, increased agent productivity, and enabled instant contact with users via chat
  • My Oracle Support allowed access to tools and resources—such as handbooks, catalogues, and patches—and to log service requests
  • Oracle Business Intelligence Cloud Service optimised customer data management with the ability to rapidly process high data volumes for analysis
  • Oracle Database Cloud Service seamlessly runs online analytical processing applications and can deploy new applications instantly and securely in the cloud
  • With Oracle Database, CRM, and BI cloud platforms, Tivùsat avoided capital investments, operational costs, and the manpower effort needed to run an in-house IT infrastructure