Case Study: Casio achieves real-time reporting, faster call resolution and lower costs with Giva eCustomerService

Casio - Customer Case Study

Casio, a global leader in consumer and business electronics, was handling thousands of customer calls and emails monthly but lacked the reporting and knowledge-management tools needed to support product improvements, train agents quickly, and reduce paper-based workflows. The company needed real-time visibility for Tokyo headquarters into call types, root causes, models and resolutions, plus an integrated FAQ/knowledge base to speed issue resolution and improve consistency.

Casio selected Giva eCustomerService and eKnowledgeManager—a 100% web-based, hosted solution with point-and-click configuration and hands-on implementation—delivering real-time reports, an integrated knowledge base, automated workflows, fast agent performance, and strong ongoing support. The result was lower hold times and support costs, rapid ROI from the hosted model, better product insights for headquarters, improved customer satisfaction, and a stable, easy-to-manage call center platform.

Casio

Benson Smith

Customer Services Director