Ipiranga improves data access and enhances customer service with Oracle Cloud

One of the largest fuel distribution networks in Brazil, Ipiranga supplies more than 6,500 stations. The company also owns AmPm convenience stores and Jet Oil oil change franchises.

In recent years, Ipiranga adopted a data-based approach to decision-making. The company worked with structured and unstructured sources of information, but needed to consolidate both to improve customer service.

To achieve this goal, Ipiranga needed a solution that could better analyze customer behavior and help the company create quick and efficient responses to customers. Company leaders wanted a data-driven culture to become a competitive differentiator.

Ipiranga sought a reliable partner who could provide a scalable and efficient solution for consolidating data from multiple sources. The company ultimately chose Oracle Analytics platform and Oracle Autonomous Data Warehouse running on Oracle Cloud Infrastructure (OCI) to help its customer relationship team overcome challenges.

In Oracle’s autonomous environment, IT work would be much simpler and less labor-intensive than its previous data environment. Additionally, Ipiranga would pay for only the capacity it would actually use, while cutting support costs because it wouldn’t need to purchase and upgrade hardware.

The robust Oracle Analytics would allow the company to expand its focus on the customer. Analysts who used Excel and PowerPoint wanted to use only Oracle Analytics to prepare reports and presentations, due to its intuitive dashboard.

With its previous architecture, the company’s staff dedicated 90% of its time to support and 10% to development. After adopting Oracle Autonomous Data Warehouse, most resources went to development. With less time spent on support, the company identified problems more quickly, ran tests faster, and adapted to new scenarios faster.

Refined data collection, storage, cross-referencing, and analysis allowed the company to lift service quality. Ipiranga increased its score on Reclame Aqui (a Brazilian complaint handling website), from 7.1 to 8.5, and increased its service satisfaction index by 10%. It automated 60% of calls, reduced its response time by 50%, and increased problem resolution on the first contact by 15%.

Oracle Analytics was key to prioritizing problems, according to an in-depth analysis of information from multiple sources. “It's not about improving data visualization. I just didn't have the information before, and now I do,” says Douglas Castanheira, customer success manager.

Meanwhile, Oracle ADW delivered speed. In the previous environment, a data search took 14 minutes. With Oracle Autonomous Data Warehouse, that same search was completed in milliseconds.

Lastly, the analysis staff was freed from some tasks, increasing the team's capacity by 25%. Work that  used to be completed by three people is now handled by only one.

For the transition from the previous environment to Oracle ADW and Oracle Analytics, Ipiranga turned to YouData as its implementation partner. The migration was carried out within the stipulated timeframe and budget.