Case Study: DeNA Travel cuts inbound call inquiries 20% and boosts self-resolution to 82% with Oracle Service Cloud (Oracle)

DeNA Travel Cuts Inbound Call Inquiries by 20% with Oracle Service Cloud

DeNA Travel Co., Ltd., a Tokyo-based online travel agency serving about 1.6 million members, faced a sharp rise in customer inquiries as online bookings expanded. With only its website as a customer-facing channel and many travelers misunderstanding complex discounted-airfare rules, DeNA needed to improve its FAQ and create a standardized knowledge platform so agents could resolve issues faster and customers could self-serve.

Working with Oracle Consulting, DeNA deployed Oracle Service Cloud and expanded its FAQ, internal knowledgebase, live chat and community self-service. Within months it cut monthly phone inquiries by 20% (and email/web inquiries by 6%), raised self-resolution from 66% to over 82% (a 24% increase), doubled FAQ content and references, began responding to emails within 8 hours with 80% resolved on first reply, and sped email handling threefold—improving agent productivity, customer experience and staff satisfaction.

DeNA Travel

Takushi Sato

Director, Customer Service Department