Case Study: Ikyu Corporation achieves 40% fewer inbound inquiries and improved call-center efficiency with Oracle Service Cloud

Ikyu Reduces Inbound Inquiries Across Multiple Channels by 40% a Month, Increases Call Center Operating Efficiency, and Enhances Customer Service

Ikyu Corporation, a Tokyo-based online reservation specialist for hotels, restaurants and luxury services, needed to improve its “user first” online concierge experience to handle growing demand from mobile and foreign customers. The company’s goals were to reduce incoming inquiries across phone, email and web by helping customers self-serve, implement a flexible, scalable knowledge-management system, and deploy a solution quickly that staff could adopt with minimal disruption to reservation services.

Ikyu implemented Oracle Service Cloud to build an FAQ-driven customer service site with syndicated knowledge and Smart Assistant capabilities plus a unified customer interaction view. Within five months the new system drove a 40% monthly reduction in inbound inquiries, increased FAQ views to about 30,000 per month, sped issue resolution, improved call-center efficiency and resilience, reduced maintenance overhead, and enabled rapid expansion to mobile, chat and social channels.

Ikyu Corporation

Toshihiro Sanuki

Director, Customer Service Department