We chose Oracle Service Cloud and Oracle Social Cloud for its flexible licensing model and comprehensive coverage across all channels. We cut email inquiries by 20%, reduced social media headcount need by 30% annually, and raised the overall customer care workforce productivity by 20%.
Founded in 2009, 2degrees Mobile Ltd. (2degrees) is New Zealand’s fastest growing full service telecommunications provider. It offers prepay and pay monthly mobile plans and broadband products to meet the needs of over 1 million customers across different segments, including consumers, businesses, and enterprises.
To differentiate its service and enhance competitive edge in the telecom industry, 2degrees introduced innovative mobile plans, such as New Zealand carryover minutes and data plans that last for up to a year, unlimited calls and text to New Zealand and Australia, and value packs for prepay customers. Roy Morgan Research recognized 2degrees as the “Mobile Phone Service Provider of the Year” over the last five consecutive years.
We selected Oracle Service Cloud and Oracle Social Cloud because the solutions offered a more flexible licensing model and provided comprehensive coverage for all channels. The solutions are also easy to use and scalable, supporting our future roadmap.
2degrees first implemented Oracle Service Cloud’s web-chat and then social media, email, and web self-service content. It spent the first 12 weeks in planning, design, and configuration, and deployed one component per month to ensure adequate time for testing and training. The new platform went live smoothly in approximately seven months.
The company plans to implement the co-browse feature and expand the capability of Oracle Service Cloud as a CRM tool for broadband business.
2degrees worked closely with Oracle Partner, Ideqa Ltd. to consolidate customer care channels with Oracle Service Cloud. The partner played an integral role to ensure the project was completed on time and within budget.
“We were very impressed with the professionalism, commitment, and service Ideqa provided us throughout the implementation process. I would not hesitate to recommend their services. Oracle Service Cloud helped us deliver a higher level of service to our customers.” Doherty said.