Hospitality
Leading in the Digital Economy with Oracle Cloud Applications (SaaS)
Learn How from Real-Life Customer Stories Across Industries
Europe, Middle East, and Africa
Edition 2
Service
Automotive
Driving a “Phygital” Experience with Oracle Service Cloud
PSA Peugeot Citroën (Groupe PSA) is a French multinational manufacturer of automobiles and motorcycles sold under the Peugeot, Citroën, and DS Automobiles brands. Headquartered in the 16th arrondissement of Paris, Groupe PSA (with 2.9 million units) was in 2012 the second-largest Europe-based automaker, and the ninth largest in the world, measured by unit production.
As the world of physical and digital fuses, customers have come to expect a consistently impressive brand experience both on and offline. Learn how brands like PSA Peugeot Citroën are using Oracle Service Cloud to deliver just that.
The solution met our performance criteria. It’s intuitive, and able to be implemented worldwide, 24/7, adapting to our three brand-graphic charters.
Jean-Claude Porretti
Client Relationship Manager, Groupe PSA
Telecommunications
Humanizing the
Customer Experience with Oracle Service Cloud
T-Mobile Netherlands is one of the largest Dutch mobile telecommunications companies, and offers a leading portfolio of mobile telecommunications services for consumers and businesses. T-Mobile Netherlands operates the brands T-Mobile, BEN, and KNIPPR.
While providing exceptional customer service is paramount in business today, it’s not realistic for your organization to offer round-the-clock telephone and face-to-face assistance. That’s why companies like T-Mobile Netherlands are going online to deliver a surprisingly personal experience with Oracle Service Cloud.
Oracle Service Cloud actually sits at the center of our communications with our customers. You could say it’s the central hub. It’s there, it works, and it helps us do the human thing.
Edouard Leeuwenburg
Manager of E-Service and Knowledge Management, T-Mobile Netherlands
Broadcasting
Shifting the Focus with
Oracle Service Cloud
Orbit Showtime Network (OSN) is a direct-broadcast satellite provider serving the Middle East and North Africa (MENA). It offers popular entertainment content such as movies, sporting events, and various TV shows from major networks and studios such as Warner Bros., Paramount, HBO, Fox, Disney, Sony, MGM, Universal, ESPN, and DreamWorks, in addition to local versions specifically for the MENA region. As of 2015, OSN offers 154 television channels and 53 high-definition channels and 3D entertainment.
How much time could you save—and spend on service—if you could steer your focus from your technicians’ needs to your customers’? See what Orbit Showtime Networks achieved with optimized scheduling through Oracle Service Cloud.
One of the benefits of Oracle Service Cloud is dynamic scheduling. When a customer calls, at the point of sale, we’re able to book an appointment with them in seconds. It’s like a dream for us.
Izzat Bibi
Director of Customer Operations and Field Services, OSN
Travel and Transportation
A More Efficient Customer-Feedback Cloud Solution Deployed in Just Eight Weeks
Tallink Silja Oy is part of Tallink Group, one of the largest passenger and cargo shipping companies operating in the Baltic region, with a fleet of 15 vessels serving approximately 9 million passengers a year.
Challenges
Collecting and responding to customer feedback is essential to improve services and retain customers. Tallink Silja Oy wanted to keep up with growing feedback volumes, and replace time-consuming, error-prone manual processes.
It also hoped to improve employees’ abilities to share feedback internally, promoting more follow-up on corrective measures and service improvement.
Solutions
By deploying Oracle Service Cloud, the ferry company has enhanced and simplified the way it handles customer feedback.
It has also empowered service reps to respond to feedback much faster, improving the customer experience. Manual, email-based feedback processes have also been eliminated, saving service time and headaches. Employees also have a better view of pending issues thanks to enhanced internal information-sharing.
Tallink Silja Oy went live
with Oracle Service Cloud in
just eight weeks.
We chose Oracle Service Cloud because it met most of our needs and is reasonably priced. The solution is easy to use and automatically updates without help from IT experts, and it includes a good reporting tool.
Susanna Sarvikivi
Customer Relations Manager, Tallink Silja Oy
Barceló Hotels & Resorts is the hotel division of Grupo Barceló, a Spanish family-owned hospitality group. With 120 hotels in 20 countries, it is the third-largest hotel chain in Spain. Its strategy centers on providing an excellent client experience.
Challenges
Hotel clients demand immediate care across multiple channels. To meet these demands, Barceló needed to support new self-service and online chat features, and implement a CRM platform that would centralize communications, improve response rates, and deliver more efficient care.
It also wanted to implement contact forms and an intelligent assistance feature to reduce email load and boost customer-care efficiency.
Solutions
By deploying Oracle Service Cloud, Barceló was able to centralize customer-care inquiries, integrating them with other tools to streamline and optimize service.
The hotel and resort chain was also able to start assigning inquiries based on agent specialization, country, and language—generating engagement and boosting hotel bookings, while streamlining inbound communications.
Barceló Hotels & Resorts deployed a two-month pilot in only 10 days.
Oracle Service Cloud gives us a competitive edge by providing relevant, personalized, fast, multichannel customer care. With increased visibility into our clients’ needs, we can identify improvements, create new content, and immediately respond to inquiries while optimizing our customer care.
Ángeles Guillén
Head of Contact Center and Online Customer Experience, Barceló Hotels & Resorts