Panasonic's Strategy for Reducing Customer Support Costs

This case study outlines Panasonic's approach to reducing customer support costs through an integrated omnichannel strategy. The document discusses the challenges faced by Panasonic Consumer Electronics in delivering a seamless customer experience, particularly in managing call volumes to their support center. It highlights an experiment conducted to promote digital support channels, which resulted in a significant shift towards online interactions. The analysis revealed that many incoming calls were unnecessary, as self-service information was already available. By improving the visibility of digital support options on their website, Panasonic aimed to drive customers towards these channels, ultimately reducing costs associated with phone support. The results indicated an 11.6% increase in digital support contacts, translating to approximately $30,000 in annual savings. The case study emphasizes the importance of addressing the root causes of customer inquiries and enhancing product usability as part of a broader strategy for improving customer experience.