Case Study: GMO CLOUD K.K. increases self-resolution and cuts inbound calls with Oracle Service Cloud

GMO CLOUD Increases Customer Satisfaction with Oracle Service Cloud

GMO CLOUD K.K., a Japanese full IT infrastructure service provider, needed a better way to manage FAQ content across more than 10 brands. Its multi-brand approach made the knowledgebase hard to maintain, increased staff workload, and made it difficult for customers to find answers without calling support. The company chose Oracle Service Cloud to consolidate its FAQ content and improve customer service.

With Oracle Service Cloud, GMO CLOUD K.K. built a single knowledgebase for 9 brands and migrated 2,000 legacy HTML-based FAQ items with support from Oracle and SCSK Corp. The change reduced inbound calls by 20% on average and up to 34% for major brands, while raising the self-resolution rate from 37% to 90% in one year. It also gave agents faster access to current information and freed them to focus on more personalized support.

GMO CLOUD K.K.

Hiroyuki Osawa

Senior Manager, Cloud Hosting Business Promotion Division