Case Study: All Nippon Airways achieves superior customer interactions and call-center efficiency with Oracle Service Cloud (Oracle)

All Nippon Airways Improves Customer Interactions for a Competitive Advantage

All Nippon Airways (ANA), a leading international carrier, needed to differentiate itself in a competitive market by delivering a consistently excellent customer experience. The airline faced the challenge of integrating and managing customer inquiries for flight bookings across multiple channels—phone, email, web and chat—and keeping its online FAQ current to reduce call-center workload and support a strategic shift toward nonvoice channels.

ANA implemented Oracle Service Cloud (including Dynamic Agent Desktop) with Oracle Consulting to create a centralized knowledge base and unified agent desktop, roll out email and chat support, and automate FAQ updates based on call-center feedback. The result was improved agent productivity, fewer email inquiries routed to agents, more consistent and accurate self-service content, and an enhanced customer experience that strengthened ANA’s competitive edge.

All Nippon Airways

Yuko Yoshimura

Director, Innovation and IT Strategy, Service Innovations