Oracle Customer Success—Club Méditerranée (Club Med)

Club Med Achieves 12x Increase in Digital Media Communications, Resolves Customer Interactions 30% Faster with Multichannel Cloud Solution

The reliability, flexibility, global rollout support, and frequent updates of Oracle Service Cloud compose the ingredients of our multichannel customer support solution. Oracle Service Cloud empowers our customer service to match our expectations for premium product— enriching the customer experience.

— Vincent Giraud, Customer Service Director France, Club Méditerranée S.A.

Founded in 1950, Club Méditerranée S.A. (Club Med) is a French corporation of vacation resorts found in 26 countries and across all continents, usually in exotic locations. Club Med is considered the original all-inclusive resort, operating 66 resorts, a 5-mast cruise ship, and luxury villas and chalets alongside two resorts in France.

In 2004, Club Med refocused on the upscale segment of the world tourism market. Today, two thirds of the group’s resorts are luxury 4T resorts and high-end 5T resorts, which increased the proportion of upscale resort customers from 45% to 72% over the past five years. Focused on opening five luxury and high-end resorts per year and introducing Club Med to more than 200,000 Chinese customers, the company continues to pursue a successful transition to be the leading global provider of multicultural, all-inclusive luxury holidays.

Business Challenge

Create a 360-degree view of customers, and deliver a seamless interaction experience to an international premium clientele, aligning with Club Med’s strategic shift of focus towards personalized luxury holiday offerings
Enable agents in several countries to interact with customers across all digital channels via a single multichannel solution with an easy-to-use interface — increasing the productivity of customer service teams and raising customer satisfaction with personalized interactions

Support business growth and customer loyalty across 50 countries—developing an anticipated three to five new luxury and high-end resorts per year and 200,000 Chinese customers by 2016—by providing better customer assistance through the company’s website, Facebook, and contact center
Deploy a cloud solution that enables rapid initial deployment across seven countries, swift global rollout, and regular deployment of new services

Increased agent productivity by 15%, and facilitated global rollout of premium customer service, by using Oracle Service Cloud to provide agents with a unified 360-degree view of customers and their interactions across points of sale, social media, web self-service, and contact center
Increased customer loyalty by two percentage points thanks to optimized personal interactions across all channels, faster resolution of customer requests, and premium customer service in tandem with Club Med’s premium holidays offers

Processed more than 60% (up from a historical 5%) of customer interactions through digital and social channels—email, chat, company website, Facebook, Twitter, and TripAdvisor—within four months of deploying Oracle Service Cloud
Reduced average time to resolve customer queries by 30% by supporting 40 customer service agents—across seven countries in Europe and North America —with multilingual knowledge bases and intelligent case routing based on the customer’s interaction channel
Enhanced the Club Med customer journey by deploying multilingual Oracle Service Cloud self-service platforms on the company website and Facebook, including contact forms
Enabled centralized solution design, and reduced time-to-market of new customer service features and interaction channels, while increasing data security and service availability
Solidified brand image by ensuring that worldwide Club Med agents follow an identical customer service strategy, work with the same tools, and can exchange best practices
Gained scalability on demand to meet anticipated business growth, and the flexibility to rapidly deploy new customer service features by leveraging regular Oracle Service Cloud updates

Oracle distinguished itself from the competition by proposing an end-to-end customer management solution, covering both contact management and customer relationship management that enables a 360-degree view on each of our 1.2 million customers, much more personalized interactions, and better follow-up. As the leading provider of cloud solutions, Oracle will empower us to work at all times with a state-of-the-art customer service solution, so we can concentrate on our core business without worrying about IT. Oracle’s consulting and support services guarantee that we will work successfully with the solution during its entire lifecycle. The deployment has been a huge success and we are now considering extending the use of Oracle Service Cloud.

— Vincent Giraud, Customer Service Director France, Club Méditerranée S.A.

Execution

Club Med deployed Oracle Service Cloud within three months by collaborating with Oracle Consulting’s service cloud experts, who advised on solution design, helped tune system parameters, and continually adapted requirement specifications to match Club Med’s evolving needs during implementation.

Club Med demonstrated the quality of customer service the company now employs by winning the Oracle Trophy of Customer Experience 2015 and the BearingPoint/TNS Sofres award Podium de la Relation Client® 2015 (Customer Relation Podium) in the tourism category.

About Club Méditerranée (Club Med)

Headquarters

Paris, France

Employees

20,333

Annual Revenue

$1 to $5 Billion

Club Méditerranée (Club Med)

Oracle Solutions Used

Oracle Consulting

Oracle Database Cloud Service

Service Cloud

Published: Jan 27, 2016