Case Study: Benefit One Inc. cuts operating costs up to 10% and boosts FAQ visits 3.5x with Oracle Service Cloud (Oracle)

Benefit One Cuts up to 10% of Operating Costs with Oracle Service Cloud

Benefit One Inc., a Pasona Group subsidiary that runs the Benefit Station rewards program for corporate employees, needed to overhaul its FAQ site as membership and service offerings grew. The company’s objectives were to redirect routine inquiries from phone and email to self-service, shorten lead times for updating FAQ content across departments, improve visibility into user search behavior, and achieve a 90% telephone response rate while lowering operating costs.

Working with Toyo Business Engineering, Benefit One implemented Oracle Service Cloud in three months to centralize knowledge, surface relevant answers with SmartAssistant and syndicated widgets, and use built-in analytics to drive content updates. The results: monthly FAQ visits rose 3.5x (20,000→70,000), FAQ items expanded from 30 to 600, telephone inquiries fell by 10% (and email by 15%), web inquiry share increased to 84%, the 90% response-rate target was met, and operating costs were cut by up to 10% despite a large increase in total inquiries.

Benefit One Inc.

Sayaka Takegata

CS Team Manager, Matsuyama Customer Group