Case Study: All Nippon Airways improves customer service with Oracle Service Cloud

All Nippon Airways Improves Customer Interactions for a Competitive Advantage

All Nippon Airways, the Tokyo-based airline with a fleet of 240 aircraft and more than 49 million passengers a year, wanted a better way to manage customer inquiries and interactions across channels. To improve customer experience and gain a competitive edge, the airline needed an integrated customer-service platform for phone, e-mail, website, and chat, along with a consistent FAQ page that would reduce call-center workload. It chose Oracle Service Cloud.

With Oracle Service Cloud and Oracle Consulting, ANA rolled out e-mail, chat, web self-service FAQ, and survey functions, while using a centralized knowledge base for agents. The airline said the system helped reduce e-mail inquiries handled by call-center agents, keep FAQ content accurate and consistent, and improve productivity across the service chain from reservation through postarrival.

All Nippon Airways

Yuko Yoshimura

Director, Innovation and IT Strategy, Service Innovations