Service Oracle Customer Experience (CX)

4 raisons pour lesquelles vos agents sur le terrain ne sont pas à l’heure
4 raisons pour lesquelles vos agents sur le terrain ne sont pas à l’heure
Le succès de Thomas Cook avec Oracle Service Cloud
Le succès de Thomas Cook avec Oracle Service Cloud

Les bénéfices d’Oracle Service Cloud expliqués par notre client, Thomas Cook

La relation client à horizon 2020
La relation client à
horizon 2020
Club Med Improved Customer Relationships

Une nouvelle relation client
chez Club Med

En 4 mois, le Club Med a multiplié par 12 le nombre d'interactions clients traitées sur les canaux numériques et sociaux.

Digital Front Line

La montée en puissance du
service client numérique

Intensifiez votre service client numérique pour réduire votre effort client.

La psychologie du service client
5 nouvelles règles pour
focaliser votre entreprise sur
le service client
La psychologie du service client
Faites appel à la psychologie pour améliorer le service client

 

Digitalisez Votre Service Client
Digitalisez votre
service client

Améliorez la satisfaction de vos clients tout en réduisant
les coûts tel est l'objectif principal de votre stratégie digitale.

Customer Experience
Expérience client 3.0

Plongez-vous dans la nouvelle ère de l’expérience client à la recherche du moindre effort

Votre service client est-il innovant ?

Il est parfois difficile de faire face à la multiplicité des demandes clients et des canaux de services. Découvrez comment faire le bonheur de vos clients d’aujourd’hui et comment mettre au point un service client exceptionnel pour ceux de demain.

Témoignage Client : Club Med

Club Med utilise la plateforme as a Service d’Oracle (PaaS) pour consolider toutes ces informations et les intégrer à Oracle Service Cloud.

« Les résultats sont très positifs, puisque les contacts par courrier ont chuté de 95 à 25%, les délais de traitement ont été réduits de 50% et la productivité augmentée de 50%. Et surtout, nous avons déjà augmenté notre taux de fidélité de 2 points, » se félicite le responsable.


À la une

Étude relative au service client moderne de Forbes Insights

Etude

Étude relative au service client moderne de Forbes Insights
Devancez les autres cadres

Découvrez la position de votre service client par rapport à plus de 400 vice-présidents de Service.

Modern Customer Service

VIDEO

Un service client multicanal
Spécial T. by Nestlé

Comment ils ont développé un service client multicanal avec Oracle Service Cloud?

Secteurs d’activité

Événement

Que peut vous apporter le Cloud ?
Repensez votre entreprise

Participez à Oracle CloudWorld et découvrez des approches innovantes du marketing, des ventes et des services.



 

Vos meilleures pratiques sont-elles innovantes

Pourquoi avez-vous besoin de Modern Best Practice ?

Gagnez en souplesse. Obtenez de meilleurs résultats, plus rapidement, en utilisant moins de ressources. Grâce à ces éléments essentiels, le Cloud, la technologie mobile, les réseaux sociaux, l’analytique, l’Internet des objets et le Big Data, vous pouvez préparer votre entreprise pour l’avenir.

En savoir plus sur Modern Best Practice

PT Phintraco Simplifies Sales and Service Management with Oracle Cloud

We implemented Oracle Sales Cloud and Oracle Service Cloud with help from Phincon. Now we have improved insight into our sales and service processes with the built-in analytic dashboards. These solutions helped us simplify the sales and services processes within our business.

— Nur Ria W, Director, PT Phintraco Technology

SRL Diagnostics Improves Agent Productivity Using Oracle Service Cloud

With Oracle Service Cloud we now have complete traceability of customer queries received via any channel as well as speedy closure of web, email, or call service requests. The monitoring tool helps in improving agent productivity and enhancing customer experience.

— Radhakrishna Pillai, CIO, SRL Diagnostics

Santander Consumer Finance Accelerates Business Growth with Oracle

We evaluated other companies, but the solution that best suited our needs was Oracle Service Cloud and was recommended to us by Banco Santander in Spain. Oracle’s vision aligned with the one shared by the Santander group.

— Leonardo Gaete, Head of IT and Cybersecurity Projects, Santander Consumer Finance in Chile

Nestlé BabyNes Boosts Customer Satisfaction with Oracle Service Cloud

From a corporate perspective, we should have used an existing solution. Yet none of those systems was capable of meeting our needs the way that Oracle Service Cloud does, for example concerning the unique customer relationships we develop. Oracle was superior in all key aspects for BabyNes, including flexibility, native features, and integration.

— Isabelle Simal, International Customer Service Manager, Nestlé BabyNes (Nestlé S.A.)

Nestlé BabyNes Boosts Customer Satisfaction with Oracle Service Cloud

Oracle Service Cloud enabled us to provide superior customer service, launch better campaigns, and monitor our activities on an integrated omni-channel cloud platform. We have saved time, effort, money, and can focus more on giving parents the support they need for their baby’s nutrition.

— Isabelle Simal, International Customer Service Manager, Nestlé BabyNes (Nestlé S.A.)

Public Achieves a 360 Perspective of Their Customers with Oracle Service Cloud

Retail requires speed and flexibility, and Oracle Service Cloud is a solution that provides both. The solution offers exceptional time to market and an approach based on modules that we can plug and adjust, providing a personalized way of answering queries and helping customers find the products that they need.

— Dimitris Logothetis, E-commerce and Operations Director, Public

Skymark Increased Customer Satisfaction by Improving FAQ Quality with Oracle

We revamped our FAQ site with Oracle Service Cloud, enabling customers to solve inquiries with intuitive operation, and also reducing the number of inquiries by encouraging self-resolution. Moreover, unified FAQ management improved knowledge, response quality, and customer satisfaction.

— TAKASHI KITAMI, General Manager - Marketing Managing Department, Skymark Airlines Inc.

Benefit One Cuts up to 10% of Operating Costs with Oracle Service Cloud

Oracle Service Cloud is flexible and easy to maintain, giving us the ability to shorten the lead time for updating our FAQ site. Its artificial intelligence feature also enables automatic sorting and suggestion of FAQ topics based on user interests, which helped to improve operating efficiency.

— Kyosuke Oono, General Manager, Matsuyama Customer Center, Benefit One Inc.

Benefit One Cuts up to 10% of Operating Costs with Oracle Service Cloud

With Oracle Service Cloud, we cut phone inquiries by 10%, increased monthly FAQ site visits by 3.5x, and expanded FAQ content to 600 items instead of 30. This helped to lower our operating costs by up to 10%, achieve a 90% telephone response rate, and enhance customer satisfaction.

— Sayaka Takegata, CS Team Manager, Matsuyama Customer Group, Matsuyama Operating Center, Benefit One Inc.

Angel Broking Improves Process Flows with Oracle Service Cloud

Oracle Service Cloud helped us increase the productivity of our agents by improving the process flows and preserving a comprehensive 360 degree view. With Oracle Service Cloud, it is now easier to track customer interactions and maintain a good relationship with all of our customers.

— Reena Shahi, AVP – Service Quality, Angel Broking.

PT Phintraco Simplifies Sales and Service Management with Oracle Cloud
SRL Diagnostics Improves Agent Productivity Using Oracle Service Cloud
Santander Consumer Finance Accelerates Business Growth with Oracle
Nestlé BabyNes Boosts Customer Satisfaction with Oracle Service Cloud
Nestlé BabyNes Boosts Customer Satisfaction with Oracle Service Cloud
Public Achieves a 360 Perspective of Their Customers with Oracle Service Cloud
Skymark Increased Customer Satisfaction by Improving FAQ Quality with Oracle
Benefit One Cuts up to 10% of Operating Costs with Oracle Service Cloud
Benefit One Cuts up to 10% of Operating Costs with Oracle Service Cloud
Angel Broking Improves Process Flows with Oracle Service Cloud

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