By "Jim Lein, Oracle Midsize-Oracle" on May 06, 2015
If you’re trying to shape up your customer service practices, here’s a short and pithy video featuring Louis Ross, Beachbody’s VP of Coach Relations. Beachbody’s the creator of the nation's most popular fitness and weight loss solutions. The company’s mission, as Ross relates, is, “to end the trend of obesity in America and, eventually, around the world”.
Beachbody’s founders built a hyper growth company via their knack for developing brands that resonate with people—including P90X®, INSANITY®, and Hip Hop Abs®. Beachbody first became an Oracle ERP customer in 2008 when they were a much smaller company, with revenues generated by their 16 million customers and 200,000 coaches projected to exceed $1B in 2015.
Beachbody is constantly refining their customer service processes to meet the needs of customers and coaches, with the cornerstone of offering multi-channel support.
“We see service at Beachbody as a way to extend the brand and be that word of mouth marketer that’s always so attractive and helps companies grow," says Ross. "It’s important that you have the right tools to meet your customers and coaches where they are and that might be on line, on a mobile device, via the telephone, online chat or social media."
Ross shares some facts and figures related to the incident management challenges Beachbody is now addressing with Oracle Service Cloud:
- 220k/day—contacts with customers and coaches
- 33,500 FAQs—via online self service
- 7.2m answer views—in 2014, up from 300,000 three years ago
Ross also points out that Oracle Service Cloud provides them with the ability to measure all the key performance metrics critical to maintaining their high levels of customer service.
“Quite frankly I can’t imagine how e could have handled the business we’ve seen in the last 12-18 months without Oracle Service Cloud,” concludes Ross.
If you're ready to stop procrastinating and whip your customer service into tip top shape, explore these free resources offered by Oracle to help you adopt Modern Best Practice for Service.
Oracle for Midsize Businesses
Modern Best Practice exploits new capabilities made possible by cloud, mobile, social, analytics, big data, and IoT, making it possible for your organization to achieve more, faster and with fewer resources. It is flexible, supports growth and innovation, and enables new ways to achieve consistently superior performance.
The views expressed here are my own, and not necessarily those of Oracle.