Renfe Viajeros Modernises Its Sales and Customer Service Operations with Oracle CX
Executive Summary
Timestamp implemented Oracle CX Cloud, including Oracle Sales & Service, Oracle Eloqua and Oracle Responsys, as part of the migration from Siebel.
The solution included claims management, the integration of the contact centre with Genesys and advanced user training, improving automation, customer engagement, and sales, marketing and service capabilities.
The Challenge
The client needed to modernise its sales and customer service processes by replacing legacy platforms with more agile and integrated digital solutions.
The challenge was to improve the customer experience, optimise claims management and marketing campaigns, and integrate customer interaction channels into a unified platform.
The Solution
Timestamp implemented Oracle CX Cloud, including Oracle Sales & Service, Oracle Eloqua and Oracle Responsys, as part of the migration from Siebel.
Oracle CX Cloud
Oracle Sales & Service, Oracle Eloqua and Oracle Responsys.
Customer Service
Claims management and contact centre integration with Genesys.
Adoption and Support
Advanced user training and ongoing corrective and enhancement support, improving process automation and customer engagement.
Business Impact
Solution Scope
Sales & Service
CX Migration from Siebel
Marketing
Eloqua and Responsys for Campaign Management and Marketing Automation
Contact Center
Genesys Integration and Claims Management
The Client
Renfe Viajeros is Renfe's passenger transport division, part of Spain's national railway operator. It operates high-speed (AVE), long-distance, regional and commuter rail services, connecting cities and regions through an extensive railway network. Its mission is to provide safe, efficient and sustainable mobility solutions for millions of domestic and international passengers.
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