MAKING DIGITAL BUSINESS A REALITY WITH ORACLE CLOUD APPLICATIONS (SaaS)
Learn How from Real-Life Customer Stories Across Industries
Europe, Middle East and Africa
Edition 1
Service
Acer Optimizes Customer Experience with a Multichannel Global Service Organization
Founded in 1976, Acer has grown from small startup to leading technology researcher, developer, designer, and distributor of IT products and services. During the 1990s, Acer was renowned for supplying 1 out of 10 personal computers worldwide.
Challenges
Acer wanted to find a way to improve the customer experience, introducing effective self-service, empowering customers to find answers to questions, and improving call-centre quality and efficiency.
Solutions
Acer chose Oracle Service Cloud to add web, email, and chat assistance to the standard voice customer service—reducing the number of voice contacts required to resolve customer inquiries and decreasing service costs. The result was a customer service quality assessment score far above the 65 percent industry benchmark, and much faster service—with more than 70 percent of incoming calls answered within 30 seconds, and more than 90 percent of chat requests within 60 seconds.
With Oracle Service Cloud, Acer now handles more than 90% of incoming calls within 60 seconds (70% within 30 seconds), and ensures personal email responses within 24 hours.
Oracle Service Cloud empowers us to deliver an outstanding customer experience and inform customers consistently across all channels—be it voice, chat, email, or web self-service. It enabled us to build a global knowledgebase for customer self-service, and increased agent efficiency. As a result, we have optimized our global in-warrantyand out-of-warranty service, enhanced our customers’ journey, and won multiple national awards recognizing us as a customer-service leader.
—Thomas Riege,
Associate Vice President, Customer Services EMEA, Acer Europe