Case Study: Benefit One Inc. cuts operating costs by up to 10% with Oracle Service Cloud

Benefit One Cuts up to 10% of Operating Costs with Oracle Service Cloud

Benefit One Inc., a subsidiary of Pasona Group, needed to improve operating efficiency as service expansion and membership growth increased demand on its FAQ site. The company wanted to redirect general inquiries away from phone and email channels, raise customer satisfaction, and reach a 90% telephone response rate, so it selected Oracle Service Cloud for the FAQ site upgrade project.

With Oracle Service Cloud, Benefit One completed the transition in just three months and moved to a centralized knowledgebase with easier content updates and analytics. The company increased monthly FAQ site visits from 20,000 to 70,000, cut phone inquiries by 10% and email inquiries by 15% over two years, expanded FAQ content from 30 items to 600, and reduced operating costs by up to 10% while meeting its 90% response target.

Benefit One Inc.

Sayaka Takegata

CS Team Manager, Matsuyama Customer Group