Case Study: GMO CLOUD K.K. achieves 90% self-resolution and 20% fewer inbound calls with Oracle Service Cloud

GMO CLOUD Increases Customer Satisfaction with Oracle Service Cloud

GMO CLOUD K.K., an Osaka‑based IT infrastructure provider offering hosting, security and managed services, faced growing customer‑service complexity after launching more than 10 overlapping brands. The multi‑brand FAQ setup created inconsistent answers, high staff workload and poor self‑service rates, and the company aimed to consolidate knowledge, improve FAQ usability and cut inbound calls by 20%.

GMO CLOUD implemented Oracle Service Cloud (with SCSK support) to build a single knowledgebase, migrating 2,000 legacy FAQs and rolling the system out internally before public launch. Within a year self‑resolution climbed from 37% to 90%, inbound calls fell about 20% on average (up to 34% for major brands), agents gained faster access to accurate information, routine work was reduced and staff could focus on higher‑value, phone‑based support while using analytics to continuously improve FAQ quality.

GMO CLOUD K.K.

Hiroyuki Osawa

Senior Manager, Cloud Hosting Business Promotion Division