Case Study: Alaska Communications achieves 30% reduction in call center traffic and $180,000 savings with Oracle Marketing Cloud

Alaska Communications Uses New E-mail Campaign to Reduce Call Center Traffic

Alaska Communications, a leading broadband and managed IT services provider in Alaska, needed to reduce call center volume while keeping strong customer service. The company set a goal to shift 30% of call traffic to its website and educate customers on using its online portal, AccountView.

Using Oracle Marketing Cloud and an eight-touch email campaign called “Explore Your Account, Your Way,” Alaska Communications automated welcome messages and sequenced educational touches every five days, with emails optimized for sender name, visuals, a single CTA, and responsive design. The campaign cut call center traffic by 30% (saving $180,000), boosted AccountView page activity by 200%, increased mobile app downloads by over 999%, and delivered a record average open rate (122%).

Alaska Communications