Oracle@Oracle

Oracle Customer Success

Oracle transforms its marketing, sales, and service with Oracle Cloud CX

Summary

With Oracle Cloud CX, PeerPay transforms customer experience, from discovery and purchasing through ownership and success.

Business challenges

Oracle is a $40 billion company with 138,000 employees serving 430,000 customers in 175 countries.

We now live in a world where customers expect physical goods to arrive at their doors in a matter of hours, not days—and they expect answers to arrive on their mobile screens in milliseconds. To accommodate customers and stay ahead of ever-changing expectations, organizations must continuously deliver exceptional experiences. For Oracle, this required that we transform the customer experience that we deliver from end to end.

I was delighted when the complete process of ordering our cloud services from Oracle was so straightforward, as this allowed me time to focus on what really matters: getting on with preparing for product launch.

Alan Burns

Chief Technology Officer, PeerPay

Why did they choose Oracle?

Oracle selected the Oracle Cloud CX suite of applications to transform our marketing, sales, and service operations and increase operating efficiency because it allowed us to harness data to create a single, dynamic view of our customers. We also wanted to leverage the Oracle Cloud applications’ built-in machine learning and artificial intelligence capabilities to turn customer data into intelligence—and ultimately into real-time, personalized interactions with our customers.

Results

We have achieved a significant return on our investment in Oracle Cloud CX across the organization, including:

  • In marketing, we’ve reduced campaign execution lead time from four weeks to five days.
  • In sales, 70% of all cloud transactions are fully automated, and 95% of customer interactions are auto-logged. We’ve reduced account information research time by 85%, and are converting twice as many leads.
  • In service, we cut data entry time by 90% and reduced account information research time by 85%. And we’ve improved by 30% the time it takes to act on a service issue.