Public Sector
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
High Technology
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
Kent County Council Improves
Kent County Council provides a broad range of essential services to more than 1.4 million people living in Kent, England—including social care, education, transport, and much more.
The team can now respond reliably within a three-day SLA for emails, and 24 hours for telephone queries.
Challenges
Disconnected email, telephone, and mail inquiry systems were making it extremely challenging for the council to respond to issues in a consistent and timely manner. Additionally, there was no way of clearly seeing the level of incoming workloads from local schools, charities, and residents in need of support or services, leading to periods of extreme inefficiency and delays.
Solutions
Kent County Council used Oracle Service Cloud to connect all of its disparate service touchpoints, and gain total visibility of the level of demand across them all—enabling smarter, faster, and better-informed service delivery, as well as improving service experiences for its users and customers.
With Oracle Service Cloud, we’ve transformed workload management and improved efficiency and customer service within our business services center. We’re now in a much stronger position to expand our HR support, payroll, and disclosure and barring services to new customers.
—Clare Alan-Waller,
Business Service Center Operational Services Manager, Kent County Council
Consumer Goods
Special.T by Nestlé Delivers Great Tea and Great Service with Oracle Cloud
SPECIAL.T by by Nestlé is a new venture of Nestlé of Switzerland, world leader in nutrition, health, and wellness. The purpose of Special.T is to offer the best tea for tea lovers, in all simplicity, through a selection of the 26 best teas of the most prestigious tea plantations in India, China, Sri Lanka, Japan, and South Africa.
Special.T takes infrastructure out of the equation, allowing it to refocus on transforming service processes, and integrating new social service features with Oracle Service Cloud.
Infrastructure is taken care of by Oracle, so we only focus on processes, and design the best processes for our customers.
—Pascal Monnier,
IS/IT Manager, Special.T
Media and Entertainment
Elsevier Delivers Web Self-Service and Transforms the Contact Center
Elsevier is a world-leading provider of information solutions that enhance the performance of science, health, and technology professionals.
More than 10 million global researchers and health practitioners depend on Elsevier, and Elsevier meets the demand with an improved, proactive approach to service—all built on Oracle Service Cloud.
Oracle Service Cloud plays a key role because it does integrate the customer journey from all of our websites, through to online help, and through to services.
—Yasushi Adachi,
Director of Customer Experience, Elsevier