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Oracle Customer Success — TNT Brasil

TNT Brasil

TNT Brasil Gains Visibility into Delivery Services and Boosts Sales with Real-Time Monitoring and Expanded Insight

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With Oracle Sales Cloud, we have created a healthy synergy between marketing and sales because all the data runs in the same cloud. It’s an integration that is vital to our daily business operations.

— Fabiano Fração, Operations and Technology Director, TNT Brasil

TNT is Brazil’s largest courier delivery services company, employing 7,000 people, running a fleet of 2,500 vehicles, and offering domestic and international ground and air freight. Through its operational division, TNT Mercúrio, the company reaches more than 5,000 municipalities in Brazil and, via TNT Express, it delivers packages to over 200 countries. TNT is the only delivery service to connect five Latin American countries by road (Argentina, Bolivia, Chile, Paraguay, and Uruguay).

 
Challenges
  • Improve visibility into customer inquiries and interactions across multiple communication channels to enhance customer experience and generate more comprehensive and reliable freight status reports
  • Expedite responsiveness to freight customers by creating automated replies to queries and redirect requests to different company departments according to subject and relevance
     
  • Enhance competitive edge by launching email marketing campaigns faster, from list generation to strategy execution and reporting
  • Streamline client visit schedules based on reliable data to optimize sales representatives’ time and effort when meeting customers
  • Boost sales opportunities and accelerate purchasing cycle by creating a unified framework to ensure effective management of geographic sales territories and account distribution
     
Results
  • Decreased average response times to TNT Brasil’s customer inquiries and improve service by capturing and consolidating customer interactions across multiple channels onto a centralized customer experience (CX) platform
  • Improved manager and customer service staff productivity with a 360-degree view of freight customer information
  • Enabled more proactive customer service with Oracle Service Cloud—developing an alert system that warns staff about delays or issues in all stages of the mail delivery process
  • Attended more than 95 percent of all the calls in the Service Level Agreement, providing a significant improvement on the conversion rates and outlining the main objections and reasons for not converting—in addition, the application also helps identify sales opportunities
  • Improved data management by providing a single view of customers and recording all customer contact, giving managers and directors an integrated outlook of accounts, territories, and new business opportunities
  • Deployed Oracle Sales Cloud to build a robust IT infrastructure to facilitate the rollout of marketing campaigns and client list management
  • Supported future growth by using Oracle’s open architecture to enable seamless integration between marketing and sales processes, allowing for more aggressive campaigns and greater sales
  • Provided managers with enhanced data to plan and optimize client visits—they can now rely on granular and reliable information on customers for more precise prospect targeting and more personalized business presentations
  • Benefitted from Oracle Sales Cloud’s mobile capabilities, giving sales executives a complete tool to record, manage, and analyze customer interactions from their mobile devices—optimizing productivity and improving sales conversion rates while collecting sales intelligence
  • Provided managers with real-time, accurate visibility into sales channels and progress toward sales goals—from a single interface—creating a foundation for improving sales forecasting and analyzing business trends
  • Empowered managers to become more effective coaches and provide timely assistance when needed to close deals, thanks to greater insight into sales performance and pipeline
     

 

We evaluated a number of solutions and found that Oracle Service Cloud and Oracle Sales Cloud offered the most comprehensive, easy-to-use solutions, including a wide range of sales and service modules, with single vendor accountability and minimal configuration required for future expansion.

— Fabiano Fração, Operations and Technology Director, TNT Brasil

Execution

TNT Brasil’s IT team had previous experience implementing cloud applications, making it possible to deploy the solution in a few weeks. The company went live with Oracle Sales Cloud in August 2015 and with its Oracle Service Cloud in September 2015, without any issues.


About TNT Brasil

Headquarters

 
São Paulo, Brazil

Employees

 
7,000

Annual Revenue

 
Over US$5 Billion

Partners

Oracle Gold Partner, BExpert, provided full service for TNT Brasil’s CX project, including system design, customization, user training, and ongoing support.

Published:  Sep 29, 2016