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Customer Stories
Panasonic
How Domo Helped Panasonic Enhance Customer Experience and Develop Hit Products
Challenge:
Panasonic faced declining digital support rankings and increasing demand for enhanced web-based customer service amid growing smartphone use, threatening brand value and customer satisfaction.
Solution:
By implementing Domo’s data platform, Panasonic streamlined data aggregation and enabled real-time analysis of FAQs and social media insights, fostering cross-team collaboration.
Impact:
This led to eliminating 180 hours of monthly data work, a 30-fold increase in FAQ usage over phone support, improved customer satisfaction, reclaiming 1st place in digital support rankings, and the development of new hit products driven by customer feedback.
Leveraging Social Media Insights to Capture the Voice of the Customer
- Eliminated 180 hours of monthly data work
- 30-fold increase in FAQ usage over phone support
- Reclaimed 1st place in digital support rankings
Industry
Retail & Consumer Goods
Departments using Domo
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Domo Users
Company size
17,100 Employees
employees
about
Panasonic Corporation Living Appliances and Solutions Company focuses on three core areas vital to everyday life: Food, Household and Beauty and Health. With over a century of commitment to improving daily living, Panasonic aims to create inspiring products and services that enrich people’s lives and contribute to a sustainable future for both people and the planet. As an internal segment of Panasonic Corporation primarily responsible for home appliances, this division is dedicated to enhancing quality of life through innovation and customer-centric solutions.
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"Sharing the same data across the organization has been a game-changer. Beyond dashboards, the ability to collaborate in monthly FAQ review meetings and regular social media analysis sessions has fostered real-time communication among call center staff, customer service and quality teams, product planners, and marketing professionals. This transparency and alignment have been key to our success."
Seigo Hotta
CX Business Development Office
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Panasonic Corporation Living Appliances and Solutions Company focuses on three core areas vital to everyday life: Food, Housekeeping, and Beauty & Health. With over a century of commitment to improving daily living, Panasonic aims to create inspiring products and services that enrich people’s lives and contribute to a sustainable future for both people and the planet. As an internal segment of Panasonic Corporation primarily responsible for home appliances, this division is dedicated to enhancing quality of life through innovation and customer-centric solutions.
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The Challenge
In 2017, as the digital transformation of customer support rapidly accelerated, fueled by the widespread adoption of sophisticated smartphones and devices, Panasonic faced increased pressure to strengthen its web-based support services. At the same time, Panasonic’s ranking in external digital support evaluations for the home appliance sector slipped from first place to third. This decline prompted an urgent need to protect brand value and improve customer satisfaction through swift and effective action.
Implementing Domo
By adopting Domo’s data platform, Panasonic was able to consolidate and streamline its customer support data, enabling real-time analysis and deeper insights into customer interactions across channels.
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The Results
- Dramatic Time Savings: Monthly data aggregation for FAQ and web behavior analysis, which previously required 180 hours, was eliminated entirely, freeing up valuable resources.
- Empowered Teams: FAQ managers gained the ability to independently analyze published FAQs, accelerating the continuous improvement cycle. FAQ page views surged to approximately 30 times the volume of phone inquiries over the past decade, contributing to a significant boost in customer satisfaction.
- Industry Recognition[MI4] : Panasonic reclaimed the top spot in the 2020 Digital Support Rankings within the home appliance category’s FAQ customer support survey[MI5] and remain top position for six consecutive years since then.
- Voice of the Customer Drives Innovation: Insights extracted from social media analysis via Domo were prioritized in product planning, enabling Panasonic to develop hit products closely aligned with customer needs.
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"Sharing the same data across the organization has been a game-changer. Beyond dashboards, the ability to collaborate in monthly FAQ review meetings and regular social media analysis sessions has fostered real-time communication among call center staff, customer service and quality teams, product planners, and marketing professionals. This transparency and alignment have been key to our success." — Seigo Hotta, CX Business Development Office, Panasonic Corporation Living Appliances and Solutions Company
This success story highlights how Panasonic leveraged data-driven customer insights to accelerate innovation and deliver superior experiences, reaffirming its commitment to quality and customer-centricity.
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