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Oracle Service Cloud gives us a competitive edge by providing relevant, personalized, fast, multichannel customer care. With increased visibility into our clients’ needs, we can identify improvements, create new content, and immediately respond to inquiries while optimizing our customer care.
Barceló Hotels & Resorts is the hotel division of Grupo Barceló, a Spanish family-owned hospitality group. Barceló Hotels & Resorts operates more than 120 hotels in 20 countries, making it the 3rd largest hotel chain in Spain and 42nd worldwide. Its strategy centers on providing an excellent client experience. Its values include enthusiasm, responsibility, honesty, service, leadership, teamwork, flexibility, and efficiency.
Other vendors offer elements of what we need to better engage with our customers, but Oracle Service Cloud meets all of our needs for a highly customizable, multi-channel cloud platform that integrates with our customer care tools and consolidates customer information to improve our efficiency.
“With Oracle’s support, Barceló Hotels & Resorts deployed a 2 month pilot in only 10 days to ensure that Oracle Service Cloud met the company’s needs. It did, and in 9 weeks the company fully implemented and integrated Oracle Service Cloud across the company’s worldwide customer care operations.” – Ángeles Guillén, Head of Contact Center & Online Customer Experience, Barceló Hotels & Resorts