Case Study: SKY Perfect JSAT Corporation achieves 28% reduction in incoming inquiries with Oracle Service Cloud

SKY Perfect JSAT Reduces Incoming Inquiries by 28% with Oracle Service Cloud

SKY Perfect JSAT Corporation, Asia’s largest multi‑channel pay‑TV broadcaster and satellite operator, needed to improve customer support as its subscriber base grew. The company set out to enrich FAQ content, help users quickly find answers about subscriptions, payments and equipment, reduce phone and email inquiries, lower contact‑center workload, and put in place a flexible, scalable knowledge system to support future growth.

SKY Perfect JSAT deployed Oracle Service Cloud—adding web self‑service, a powerful search, AI‑driven knowledgebase updates, an embeddable FAQ (syndication) widget, and guided/smart assistance. As a result, FAQ visits doubled and help‑center users rose 70%, incoming inquiries across channels fell by 28%, on‑site submissions dropped by 42% with embedded help, self‑service success improved 15%, and customer‑service workload and response quality were significantly enhanced.

SKY Perfect JSAT Corporation

Kota Kumakura

Assistant Manager, IP Business Division, Customer Business Group