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

OVERVIEW FINANCE HUMAN RESOURCES MARKETING SALES SERVICE SUPPLY CHAIN

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 in 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.
Oracle Service Cloud empowers us to deliver an The result was a customer-service quality-assessment score
far above the 65 percent industry benchmark, and much faster
outstanding customer experience and inform service—with more than 70 percent of incoming calls answered
customers consistently across all channels—be within 30 seconds, and more than 90 percent of chat requests
within 60 seconds.
it voice, chat, email, or web self-service. It
enabled us to build a global knowledgebase for
customer self-service, and increased agent
With Oracle Service Cloud, Acer
efficiency. As a result, we have optimized our now handles more than 90% of
global in-warrantyand out-of-warranty service, incoming calls within 60 seconds
enhanced our customers’ journey, and won (70% within 30 seconds), and
multiple national awards recognizing us as ensures personal email
a customer-service leader.
responses within 24 hours.

—Thomas Riege
Associate Vice President, Customer Services EMEA, Acer Europe

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Public Sector

Kent County Council Improves

Customer Service and Workflow
Efficiency, and Expands Service
to New Customers

Kent County Council provides a broad range of Challenges

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
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.

reliably within a three-day SLA Solutions

for emails, and 24 hours Kent County Council used Oracle Service Cloud to connect all
of its disparate service touchpoints, and gain total visibility of the
for telephone queries. 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

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Consumer Goods

Special.T by Nestle Delivers

Great Tea, and Great Service
with Oracle Service Cloud
SPECIAL.T by Nestlé is a new venture of Nestlé SA
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