Oracle Customer Success—tivù

tivùsat Pioneers Cloud Solutions for Efficient and Cost-Effective Management of 2.5 Million Free Satellite Television Users

Our experience with Oracle cloud solutions is extremely satisfactory in terms of reliability, security, operational efficiency, and price-performance ratio. Oracle Service Cloud is a highly efficient, functional, and streamlined system for providing assistance to 2.5 million users of our free satellite television platform.

— Gilda Serafini, Head of Customer Relationship Management tivùsat, tivù s.r.l.

tivù s.r.l. whose majority owners are Italy’s national broadcasting company Radiotelevisione italiana, Italy’s largest commercial broadcaster Mediaset, and Telecom Italia Media, was founded in 2008 with the dual objective of promoting free digital terrestrial television and launching tivùsat — Italy’s first free platform for digital satellite television. tivùsat, marketed since 2009, reaches all areas of the Italian territory via the Eutelsat Hot Bird satellite and brings digital television to viewers who are unable to fully receive the digital terrestrial signal. Through tivùsat, users are able to watch the programs of Italy’s leading broadcasters free-of-charge.

Business Challenge

Ensure seamless assistance during subscription activation for digital satellite television users, including the resolution of any issues that might arise, with the help of a customer relationship management (CRM) system
Deploy a highly flexible and scalable CRM solution that enables the company to increase or reduce service volumes according to market demand

Ensure that the CRM system is capable of delivering information such as device updates, technical support, and technical news from numerous internal and external sources to agents
Facilitate rapid business decisions by automatically generating customer service analytics for evaluating contact center performance and monitoring the number of users per geographical area

Deployed Oracle CRM On Demand when launching tivùsat, enabling tivù to guarantee customer service quality, ensure service scalability, and rapidly add a web channel for online assistance
Moved to Oracle Service Cloud to enhance the user experience with web self-services and ensure customer service outside working hours; increase agent productivity with a common knowledge base updated in real time; and enable instant contact with users via chat

Enabled a small team to deploy a high-quality solution despite limited resources
Introduced Oracle Business Intelligence Cloud Service to optimize customer data management and introduce personalized dashboards with interactive visuals
Consolidated analytic investments by deploying a single business intelligence (BI) platform capable of serving users across all functional domains, and gained the ability to rapidly process high data volumes for analysis, using Oracle Business Intelligence Cloud Service
Used Oracle Database Cloud Service to seamlessly run online analytical processing applications and instantly deploy new applications securely in the cloud
Used database, CRM, and BI cloud platforms to avoid capital investments for infrastructure acquisition and hosting, operational costs for software licenses and system maintenance, and manpower effort for designing, deploying, and sustaining a robust in-house IT infrastructure
Satisfied company’s requirements in terms of data security and accessibility and ensured high availability of customer services, contributing to tivusat’s success in the competitive Italian television landscape
Supported customer service by using My Oracle Support to access tools and resources—such as handbooks, catalogs, best practice methodologies, and patches—and to log service requests for guidance from Oracle experts

Why They Chose Oracle

tivù achieved high operational efficiency from day one, without any capital investment, by pioneering a cloud solution with Oracle CRM On Demand and Oracle Database Cloud Service. tivù later moved to Oracle Service Cloud to further enhance the customer journey.

The excellent Oracle Cloud experience made Oracle Business Intelligence Cloud Service a natural choice to optimize data management and security. Its scalability, ease of integration and excellent price-performance ratio were further key elements in our selection of Oracle Business Intelligence Cloud Service.

— Gilda Serafini, Head of Customer Relationship Management tivùsat, tivù s.r.l.

About tivù

Headquarters

Rome, Italy

Employees

15

Annual Revenue

Under $100 Million

tivù

Partners

Oracle Platinum Partner Sytel Reply ensured a successful go-live of Oracle Business Intelligence Cloud Service by developing extractors for data alignment with Oracle Service Cloud, configuring the solution, and providing extensive user training. The implementation was realized within two months.