Case Study: Panasonic Corporation boosts self-service and FAQ access with Oracle Service Cloud

Panasonic Increases Frequently-Asked-Question Rate by 21x, Slashes E-mail Inquiries by 20%, and Improves Customer Experience

Panasonic Corporation, one of Japan’s largest diversified electronics and electrical systems manufacturers, needed an easy-to-use support website with FAQ content that reflected customer feedback and avoided technical jargon. It also wanted to connect FAQ content creation across 37 countries, build a common framework for ongoing improvement, and use cloud-based analytics to better understand content quality and trending topics. Panasonic chose Oracle Service Cloud to support these goals.

Using Oracle Service Cloud’s web customer service, SmartAssistant, and analytics capabilities, Panasonic linked its FAQ site with search engines, improved self-service, and created a monthly FAQ improvement cycle. The company reported a 21x increase in FAQ access rate, search engine optimization rising from 14% to 54% in one year, a 13x increase in customer self-service from 5.9% to 77.8%, and a 20% reduction in customer inquiry e-mails. It also built a global FAQ site for 37 countries with a consistent branded experience.

Panasonic Corporation

Motoaki Sashida

General Manager, Information System Group, Japan Consumer Marketing Division