Case Study: Nikkei reduces customer inquiries with Oracle B2C Service

Nikkei innovates customer service with Oracle B2C Service

Nikkei, one of the world’s largest financial media companies, needed to unify customer data and improve service for The Nikkei Online Edition as inquiries surged across phone and email. Its separate call center systems created data silos, so Nikkei sought a cloud-based CRM with strong usability and AI workflow support, ultimately choosing Oracle B2C Service.

Oracle implemented Oracle B2C Service with support from Fuji Soft, helping Nikkei consolidate customer information into a single view and enable self-service through a smart assistant. As a result, Nikkei cut annual phone inquiries from 200,000 to 100,000, reduced email inquiries from 20,000 to 14,000, and lowered total inquiries by about 30%.

Nikkei

Masaru Kobayashi

Director CS Group