Case Study: Alaska Communications achieves 30% call center traffic reduction and $180K in savings with Oracle Marketing Cloud

Alaska Communications uses New E-mail Campaign to Reduce Call Center Traffic

Alaska Communications, Alaska’s first internet service provider and a leader in broadband and managed IT services, sought to reduce call center traffic by 30% while educating customers to use its AccountView online portal for account management and support.

The company ran an eight-touch educational e‑mail campaign, “Explore Your Account, Your Way,” using an API-driven workflow to send targeted touches (including a welcome e‑mail for new customers) every five days and focusing each message on a specific AccountView feature. The campaign hit the 30% call‑reduction goal (about $180,000 saved), drove AccountView page activity up 200%, boosted mobile app downloads by over 999%, and produced the highest average open rate the company had seen.

Alaska Communications