Tecnoset gains more flexibility in customer service with Oracle Service

Tecnoset Group is comprised of seven companies that provide technology services. The oldest unit, Tecnoset, provides printing services for large corporate clients and public agencies.

Tecnoset’s customer service division fields 5,000 calls per month on average, however, its existing technology lacked the flexibility to support more robust customer interactions. The company wanted to adopt a more flexible tool that would provide more transparency into customer service processes and allow for communication with its user base across channels.

After reviewing several cloud offerings, the company chose Oracle Service, part of the Oracle Customer Experience (CX) suite of applications. Company leaders realized that Oracle’s platform  would help Tecnoset to design service flows clearly, establish a structured knowledgebase, and offer automated, predefined answers to customer questions. 

After adopting Oracle Service, Tecnoset concentrated almost 100% of customer service tickets opened by its clients on its website. The number of requests opened via the portal reached 98%, up from a range of 50% to 60% on its previous system. Nearly half of tickets on the old system were handled via email or phone.

Before migrating to Oracle Service, the Tecnoset customer service portal was not user friendly and had insufficient query options. Now, the company’s website features a service guide that helps customers navigate through the functions they need. The guide makes interactions easier, and gives greater visibility into ticket status. Customers also have more access to helpful content, such as a printer manual or tips for troubleshooting frequent errors. In addition, the data obtained by Oracle Service helps the company gather feedback and resolve recurring issues.