Case Study: Ikyu Corporation reduces inbound inquiries by 40% with Oracle Service Cloud

Ikyu Reduces Inbound Inquiries Across Multiple Channels by 40% a Month, Increases Call Center Operating Efficiency, and Enhances Customer Service

Ikyu Corporation, a Japan-based provider of online reservation services for hotels, restaurants, spas, and gifts, wanted to reduce incoming inquiries across telephone, email, and online channels while improving service quality. To meet that need, it selected Oracle Service Cloud to build a flexible FAQ and customer service site that could adapt to changing demand and support continuous service.

Using Oracle Service Cloud, Ikyu deployed the FAQ site in just five months and added features including syndicated knowledge, Smart Assistant, and a unified view of customer interactions. The company reduced inbound inquiries by a monthly average of 40%, increased FAQ content views to 30,000 per month, improved call center operating efficiency, and supported future expansion to chat, social networks, and mobile reservation services.

Ikyu Corporation

Toshihiro Sanuki

Director, Customer Service Department