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

OVERVIEW FINANCE HUMAN RESOURCES MARKETING SALES SERVICE SUPPLY CHAIN

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.

Eduoard 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 One of the benefits of Oracle Service Cloud
region. As of 2015, OSN offers 154 television is dynamic scheduling. When a customer
channels and 53 high-definition channels and
3D entertainment. calls, at the point of sale, we’re able to book
an appointment with them in seconds. It’s like
How much time could you save—and spend a dream for us.
on service—if you could steer your focus from your
technicians’ needs to your customers’? See what Orbit
Izzat Bibi
Showtime Networks achieved with optimized scheduling
Director of Customer Operations and Field Services, OSN
through Oracle Service Cloud.

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 Solutions
largest passenger and cargo shipping companies By deploying Oracle Service Cloud, the ferry company
operating in the Baltic region, with a fleet of has enhanced and simplified the way it handles
15 vessels serving approximately 9 million customer feedback.
passengers a year.
It has also empowered service reps to respond to feedback
much faster, improving the customer experience. Manual,
Challenges
email-based feedback processes have also been eliminated,
Collecting and responding to customer feedback is essential
saving service time and headaches. Employees also have a
to improve services and retain customers. Tallink Silja Oy
better view of pending issues thanks to enhanced internal
wanted to keep up with growing feedback volumes, and
information-sharing.
replace time-consuming, error-prone manual processes.

It also hoped to improve employees’ abilities to share

feedback internally, promoting more follow-up on corrective
Tallink Silja Oy went live
measures and service improvement. 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

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Hospitality

Barceló Hotels Streamlines

Customer Care Worldwide

Barceló Hotels & Resorts is the hotel division of Solutions

Grupo Barceló, a Spanish family-owned hospitality By deploying Oracle Service Cloud, Barceló was able to
group. With 120 hotels in 20 countries, it is the centralize customer-care inquiries, integrating them with
third-largest hotel chain in Spain. Its strategy centers other tools to streamline and optimize service.
on providing an excellent client experience.
The hotel and resort chain was also able to start assigning
Challenges inquiries based on agent specialization, country, and
Hotel clients demand immediate care across multiple language—generating engagement and boosting hotel
channels. To meet these demands, Barceló needed to bookings, while streamlining inbound communications.
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.
Barceló Hotels & Resorts
deployed a two-month
It also wanted to implement contact forms and an intelligent
assistance feature to reduce email load and boost pilot in only 10 days.
customer-care efficiency.

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 & Online Customer Experience, Barceló Hotels and Resorts

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