Case Study: SKY Perfect JSAT Corporation reduces incoming inquiries by 28% with Oracle Service Cloud

SKY Perfect JSAT Reduces Incoming Inquiries by 28% with Oracle Service Cloud

SKY Perfect JSAT Corporation, Japan’s premier multi-channel pay TV broadcaster and satellite communications service provider, needed to improve its online FAQ content and reduce incoming inquiries as its subscriber base grew. The company wanted to help users find answers faster while easing the workload on customer service staff.

With Oracle Service Cloud, SKY Perfect JSAT improved its help center with web self-service, guided assistance, smart assistance, and a syndication widget. Oracle Service Cloud helped increase help center users by 70%, reduce incoming inquiries across multiple channels by 28%, and lower inquiries raised by 42%, while also improving self-service success by 15%.

SKY Perfect JSAT Corporation

Kota Kumakura

Assistant Manager, IP Business Division, Customer Business Group