Oracle Customer Success—WPA Gestão

WPA Gestão Modernizes Customer Service with Oracle Cloud

With Oracle Service Cloud, our operators have full access to real-time customer information on a single screen and can see the complete history of each case—shortening service time by 40% and improving its quality. In addition, we were able to launch successful campaigns that reduced installment default rates.

— Francis Gonçalves, Technical Support Analyst, WPA Gestão

WPA Gestão Boosts Customer Service Operations and Debt Payoff with Oracle

WPA Gestão manages timeshare after-sales services and is a subsidiary of the holding company W Palmerston, which is headquartered in Caldas Novas, Brazil. Founded in 1964, WPA Gestão manages more than 5,000 timeshares and has a portfolio of 30,000 clients.

Due to business expansions in recent years, WPA Gestão needed a more dynamic and efficient system to provide better customer service management and client experience. For years, the company has also searched for solutions to reduce the debt default rate.

Business Challenge

Simplify the timeshare after-sales system for operators and centralize all information on a single screen
Provide complete case history of timeshare clients, which was not possible in the previous system, and improve customer service
Reduce customers’ debt default rates

Results

Deployed Oracle Service Cloud and shortened customer service time by 40% with a simpler, easier-to-operate platform that provides complete customer information on a single screen—increasing the volume of timeshare cases managed per operator in a shift
Increased debt payments by 30% with the launch of debt reduction email campaigns focused on defaulting timeshare customers

Allowed operators to record complete claim history and file all steps taken to resolve an issue, facilitating better management and improving customer experience
Generated reports and identified the most common issues and requests with Oracle Service Cloud, which enabled service adjustments and increased customer satisfaction
Expanded customer service channels and launched online chats with operators, easing the burden on phone lines
Improved timeshare management by providing 30,000 owners access to online scheduling
Ensured seamless integration with the enterprise resource planning system used by WPA Gestão

We evaluated ASC Brazil and other potential suppliers, but the security and high availability offered by Oracle were determining factors in our decision—we doubted that any other providers would meet our standards for excellence.

— Francis Gonçalves, Technical Support Analyst, WPA Gestão

Execution

“Before starting the whole process, we prepared the old system so it was a smooth integration. We started using Oracle Service Cloud only one month later, and the full integration was completed within five months,” said Gonçalves.

About WPA Gestão

Headquarters

Goiania, GO. Brazil

Employees

2,000

WPA Gestão

WPA Gestão manages timeshare after-sales services and is a subsidiary of W Palmerston Holding, which is headquartered in Caldas Novas, Brazil. Founded in 1964, W Palmerston manages more than 5,000 timeshares and has a portfolio of 30,000 clients. In addition to Caldas Novas, WPA Gestão also manages customer service for WPH Group units and other companies in Brazil and Spain.

Partners

“The Infinity Systems & Solutions team was very helpful during the implementation process and provided great technical support. The whole process was fairly smooth and satisfactory,” said Gonçalves.

Oracle Solutions Used

Oracle Service Cloud

Published: Nov 20, 2017