Case Study: Brother Sales, Ltd. achieves faster customer support and unified omnichannel service with Oracle Service

Brother Sales, Ltd. innovates call center with Oracle Service

Brother Sales, Ltd., the marketing arm of the Brother Group, needed to improve customer support and modernize its call center while unifying customer information that had been split across on-premises and private cloud systems. To support better FAQs, omnichannel service, and secure telework for agents, the company turned to Oracle Service and Oracle CX.

Oracle implemented Oracle Service to consolidate inquiry data into a single cloud-based system and strengthen knowledge management across FAQ, chat, and email channels. The result was a more efficient omnichannel operation, with database management time cut by 50 percent and customer hold time reduced by as much as 30 seconds, while also enabling remote work and improving self-service accuracy and speed.

Brother Sales, Ltd

Kenzo Nosaka

Group Leader of Call Center, Customer Satisfaction Department