Oracle Customer Success — PuntoNet

PuntoNet

PuntoNet Transforms Its Customer Experience with Oracle

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In the past, we did not monitor the number times a customer contacted us across different channels. With Oracle Service Cloud, we can now track—in real time—all user inquiries about their internet service while optimizing response time across channels, increasing customer satisfaction and reducing attrition rate.

— Katherin Miño, General Manager, PuntoNet

PuntoNet Centralizes Customer Requests Across Channels on a Single Platform, Increases Customer Satisfaction, and Reduces Attrition Rate with Oracle

Founded in 2000, PuntoNet is a telecommunications provider in Ecuador, offering internet, data transmission, cloud, security, and satellite link services to more than 75,000 residential subscribers and 3,000 corporations across the country, including the Galápagos Islands.
 
PuntoNet contracted a survey firm to help it understand market trends and its customers’ expectations.. The survey found that in addition to desiring high-performing internet services, customers in Ecuador also value short response times and easy access to providers, regardless of the contact channel. With this in mind, PuntoNet directors decided to look for a platform that could help meet customers’ needs while fulfilling a market demand.
 
Challenges
  • Ensure that all customer inquiries, requests, and complaints reach an operator and are being addressed, regardless of the contact channel used
  • Improve customer experience on PuntoNet multichannel support—in person, telephone, online chat, website, and app
  • Increase supervisors’ visibility of customer service while improving management
Results
  • Deployed Oracle RightNow Cloud Service and centralized all PuntoNet customer interactions–whether in-person, or via the phone, email, or chat—on a single, modern platform
  • Optimized response time to PuntoNet customers across channels—in the past, channels with lower activity, such as online chats, had high response-delay rates
  • Reduced attrition rate from 1.2% to 0.98% per month by improving the customer experience and service times
  • Enabled PuntoNet to offer customers the opportunity to self serve on its website, granting access to a knowledge base of critical information regarding how to identify and fix simple issues, including internet connectivity issues, reducing the need for clients to turn to PuntoNet customer service
  • Allowed the company to keep the same customer service staff, despite the growing number of clients, as customer support operators now have the appropriate resources to be more responsive and efficient
  • Reduced the number of house calls for technical support by 5% in the first 3 months
  • Provided PuntoNet’s management team with complete visibility into the volume of cases handled per operator, average time needed to solve a ticket, and more—which helped the company review its services, address issues, and pursue improvements
  • Improved customer experience by eliminating the need for the customer to repeat the previous request in a follow-up contact, even if the original request was delivered through a different channel, since all information is now stored in the customer’s file
  • Modernized PuntoNet communications with customers by enabling the use of multimedia material on its website, thanks to Oracle Service Cloud—in  the past, the company sent customers valuable information through newsletters, which proved to be an ineffective method
  • Increased the company’s Net Promoter Score (NPS)—an index that measures the willingness of customers to recommend a company’s services—from 28 to 32 in just 3 months

 

We actually checked other vendors, but we know that Oracle technology is reputable and could add value to our telecommunications company. Besides that, Oracle has great experience in the service we wanted to provide to our clients.

— Katherin Miño, General Manager, PuntoNet

Execution

“The full deployment process took 6 months, including extensive tests and the integration process to our system. After that, we promoted an 8-day training program for managers of each contact channel so that they could demonstrate to 100 customer-service operators how to use the new platform,” Katherin Miño said.

About PuntoNet

Headquarters

 
Quito, Ecuador

Employees

 
900
Founded in 2000, PuntoNet is a telecommunications provider in Ecuador, offering internet, data transmission, cloud, security and satellite link services to more than 75,000 residential subscribers and 3,000 corporations across the country, including the Galápagos Islands.
 

Partners

Oracle partner, BDS Consulting, played a crucial role in PuntoNet’s successful experience with Oracle RightNow Cloud Service. The first step taken by the consulting team was to study PuntoNet’s internal structure and identify procedures in customer service that could be streamlined with the new platform.
 
The Oracle partner helped to customize the platform and ran 50 test situations on each customer contact channel. As a result, the company ensured a robust data integration environment.
 
“The support and collaboration provided by the BDS Consulting team was a highlight in this project. They took the time to learn more about our company, processes, and demands and came up with a plan to ensure Oracle Service Cloud would meet our high expectations,” Miño said.
Published:  May 15, 2018