Axtel transforms business with Oracle Service
Axtel elevates the customer experience (CX) by modernizing service channels and increasing efficiency of field operations staff.
Axtel is a Mexican information and communication technologies company that serves the corporate, government and residential markets. For the mass segment (small businesses and households), it offers voice, broadband, pay TV, and IT solutions using its FTTx network. The company strives to provide world-class customer service and is committed to boosting its experience by modernizing its contact channels and offering e-services.
“Oracle Service Cloud offers the robustness and scalability we need to elevate our customer service and field staff experiences. The solution brings great value to one of our key differentiators—our customer service.”
Business challenges
Improve customer service by overhauling the company’s business-critical (CRM) application used across customer care centers, many of which offer round-the-clock services every day of the year
Boost field service operations by optimizing the productivity of Axtel technicians, increasing insight into technicians’ performance and reducing dependence on contractors
Ensure all customer interactions are recorded and tracked to lead to faster issue resolution and guarantee each inquiry is addressed in a timely manner—whether initial contact was made via phone calls or electronic media such as chat or social networks
Enable technicians to complete more service calls daily with a modern field service management system that is robust, scalable, and easy and cost-effective to deploy, manage, and use
Why Axtel Chose Oracle
"We chose Oracle Service Cloud because it was well-suited to what we were seeking in terms of customer experience and service efficiency. It also allowed us to operate better and it was fully integrated with other Oracle platforms we have, such as Siebel, which is our CRM."
—Javier Rodríguez, Mass Market Strategy Director, Axtel
Results
"In just two months we had the operating functionality needed for self-service, and in less than six months we had the platform operating throughout the call center. It was an incredibly short amount of time compared with other developments and implementations we've done." —Javier Rodríguez, Mass Market Strategy Director, Axtel
Reduced by 15% the number of customer service inquiries received by phone and email via the contact center
Increased the hits on the self-help web portal—indicating customers have been able to answer questions and solve concerns on their own, also reflected by gains in quality indicators
Helped increase by 50% the number of customers using digital channels for query resolution
Met service goals and fulfilled promises of quick service made to customers by enabling management to continuously identify and target specific areas for improvement