Nikkei innovates customer service with Oracle B2C Service

The media company streamlines operations and expands digital customer service offerings using an integrated customer database with Oracle B2C Service.

Share:

We wanted to strengthen the relationships we had with customers amid a diversification of services offered and increasing digitalization. Oracle B2C Service works with a variety of services, and it really made us feel like it was the cloud service best suited to building strong relationships with customers.

Takanori TakizawaManager of CS Group, Digital Business, Nikkei

Business challenges

Nikkei is one of the world’s largest financial media companies, offering valuable information that contributes to financial and cultural fulfillment. With its flagship newspaper The Nikkei at its core, Nikkei has offered information through various media platforms such as television, radio, books, and the internet. Nikkei’s purchase of the UK-based Financial Times Group in 2015 has earned the company an even higher level of credibility on a global scale.

With the start of The Nikkei Online Edition in 2010, the company broke new ground for a traditional newspaper by providing readers with accurate data analysis at digital media speed.

In the early days of The Nikkei Online Edition, there were as many as 200,000 phone calls to call centers from customers with inquiries and 120,000 emails a year. Nikkei had established a number of call centers to deal with the demand, but each call center had its own system for managing customer data, creating further complexity and data silos.

As part of its expansion of The Nikkei Online Edition, Nikkei realized it was necessary to foster stronger relations with customers by bringing its customer management platforms and data together into an integrated CRM system.

Nikkei needed a cloud service that could blend with its existing systems, offer a database for storing customer data, and manage an AI-based workflow with high usability.

The Oracle B2C Service interface is amazing, letting those who use it quickly adapt and allowing for smooth adoption throughout our company. I must say that, looking at things as a user, I am really impressed by the Oracle design philosophy.

Masaru KobayashiDirector, CS Group, Digital Business, Nikkei

Why Nikkei chose Oracle

Nikkei spent six months comparing cloud service offerings from Microsoft, Salesforce, TechMatrix, and Oracle. In the end, the company selected Oracle B2C Service as the best option. Nikkei put particular importance on choosing a service with workflow extensibility, allowing for future cooperation with chatbots and LINE applications.

Another reason Nikkei decided to use Oracle B2C Service was the opportunity to partner with Fuji Soft, a trusted implementation partner. Nikkei felt at ease in the introduction of Oracle B2C Service, as Fuji Soft had been successful in the transfer of a large-scale IT system for Nikkei a few years prior.

Results

When migrating its customer management system, Nikkei was able to organize its data by using the Oracle B2C Service screen to visualize the information that had previously been split between several different systems. In the months since deploying Oracle B2C Service, Nikkei has reduced its yearly phone inquiries by half, from 200,000 to 100,000.

Moreover, Nikkei lowered its email-based inquiries from 20,000 to just 14,000. The smart assistant function offered by Oracle B2C Service allows customers to resolve issues themselves, and has enabled Nikkei to reduce inquiries by approximately 30%.

Nikkei has also consolidated all call center data onto a single platform. Access to call center data was something that other divisions in Nikkei had long requested. However, the data had been difficult to access when the systems were still split. Oracle B2C Service allows for the quick sharing of information across the entire company through a centralized customer relationship management system.

Partners

Fuji Soft offered comprehensive support for Nikkei’s implementation of Oracle B2C Service.

Published:November 24, 2021