Case Study: DeNA Travel cuts inbound call inquiries by 20% with Oracle Service Cloud

DeNA Travel Cuts Inbound Call Inquiries by 20% with Oracle Service Cloud

DeNA Travel, a Japanese online travel agency, needed a better way to manage a sharp increase in customer inquiries as online booking grew and customers struggled with the rules and policies for discounted airfares. With only its website as a customer-facing channel, the company wanted to improve its FAQ page, reduce workload for service staff, and help customers resolve issues on their own.

Using Oracle Service Cloud, DeNA Travel expanded and improved its FAQ content, added knowledge-sharing tools for agents, and later introduced live chat and community self-service. Oracle helped DeNA Travel cut monthly phone inquiries by 20% and email and web form inquiries by 6% over 3 years, raise self-resolution rate to more than 82% from 66%, respond to all new email inquiries within 8 hours, and resolve 80% of them in the first reply.

DeNA Travel

Takushi Sato

Director, Customer Service Department