Case Study: Panasonic increases FAQ access 21x and cuts e-mail inquiries 20% with Oracle Service Cloud (Oracle)

Panasonic Increases Frequently-Asked-Question Rate by 21x, Slashes E-mail Inquiries by 20%, and Improves Customer Experience

Panasonic Corporation, a global electronics and systems manufacturer, needed an easy-to-use, jargon-free support website that consolidated FAQ creation across 37 countries, improved discoverability for a broad range of products, and delivered consistent, up-to-date content. The company also sought cloud-based analytics to measure content quality, surface trending topics, and drive a repeatable improvement cycle to boost self-service and reduce support costs.

Panasonic implemented Oracle Service Cloud (RightNow) — using web self-service, SmartAssistant, guided assistance, and analytics — plus a standard global template to link FAQs to search engines and mobile users and to establish a monthly content-improvement cycle. The results: FAQ access rose 21x, SEO-driven discovery grew from 14% to 54%, customer self-service jumped from 5.9% to 77.8% (13x), email inquiries fell 20%, page views increased and exit rates dropped, and Panasonic gained real-time insights to keep content fresh and consistent worldwide.

Panasonic

Motoaki Sashida

General Manager, Information System Group