#Japan #Kobe #Thinca #Kaikura #Hyogo Daihatsu

The Transformation of Customer Service at Hyogo Daihatsu Sales

In an innovative step towards operational efficiency, Thinca, a leading AI communication integration platform company, has publicized a significant case study regarding the implementation of its product, 'Kaikura', at Hyogo Daihatsu Sales. This pioneering company, based in Kobe, Hyogo, has incorporated 'Kaikura' in all 22 of its branch offices, marking a substantial shift in customer interaction.

The Challenge of Manual Customer Searches

Before the adoption of 'Kaikura', Hyogo Daihatsu Sales faced significant hurdles during incoming calls. Staff members relied on caller ID to identify customers, necessitating manual input of telephone numbers for customer lookups. This process was cumbersome and time-consuming, frequently leading to extended call durations, which lowered overall service efficiency. Additionally, young team members often felt stressed when unable to identify callers promptly, inhibiting their ability to meet the standard of answering within three rings—an imperative for customer satisfaction.

The Impact of 'Kaikura'

Since implementing 'Kaikura', Hyogo Daihatsu Sales has experienced remarkable improvements in both operational efficiency and customer engagement.

Efficiency Boost

With 'Kaikura', customer information is now displayed instantly upon receiving a call. This automation eliminates the need for staff to write down numbers or conduct manual searches. In locations with thousands of calls each month, this change allows team members to dedicate significantly more time to in-person customer interactions, enhancing the overall service quality.

Enhanced Customer Reach through SMS

Another aspect of 'Kaikura' that has driven success is its SMS capabilities, achieving an impressive opening rate of up to 20%. This far exceeds traditional methods like postcards or even LINE messaging, allowing for reduced mailing costs while effectively increasing customer visits to the dealerships.

Streamlined Communication and Conflict Prevention

Furthermore, 'Kaikura' includes call recording and note-taking features that facilitate smooth communication among staff members. By preserving evidence of interactions, the tool fosters a sense of security within the team, mitigating misunderstandings that may arise from messaging discrepancies.

Insights from Hyogo Daihatsu Sales

Mr. Hiroyuki Fujiki, head of the Sales Promotion Division at Hyogo Daihatsu Sales, expressed satisfaction following the implementation. He noted, "We can now aggregate and visualize call data across our 22 locations, transitioning from intuitive staffing decisions to a strategy based on clear numerical analysis. Additionally, the commendable support from Thinca ensures our operations run smoothly and efficiently."

About Hyogo Daihatsu Sales

Established in Kobe, Hyogo, the company specializes in new and used vehicle sales, maintenance, and various automotive services.

• - Company Name: Hyogo Daihatsu Sales Co., Ltd.
• - CEO: Ryohei Wada
• - Location: 2-1-10 Oishi Higashi-machi, Nada-ku, Kobe, Hyogo
• - Website: www.hyogo-daihatsu.com

'Kaikura' Overview

'Kaikura' stands as a sophisticated AI communication integration platform that manages customer conversations across multiple channels such as phone, email, SMS, and LINE. It organizes communication history per customer, enabling even non-dedicated staff to provide a consistent and high-quality service experience while avoiding performance reliance on individual staff members.

The platform also records calls without restriction on duration, and utilizes generative AI for transcribing and summarizing conversations. This capability not only minimizes the burden of handling calls but also empowers employees to deliver superior customer service reliably.

Launched in August 2014, 'Kaikura' has been adopted by over 3,000 companies and 6,000 locations, achieving a retention rate of 99.9%. Recent accolades include recognition in the ITreview Grid Award CTI category and being named a 'Good Service' winner at the BOXIL SaaS AWARD Spring 2023.

For more information about 'Kaikura', visit Kaikura Official Site - 'Kaikura' is a registered trademark of Thinca, Inc.

About Thinca, Inc.

Founded in January 2014, Thinca is headquartered in Chiyoda, Tokyo and specializes in system planning, development, and cloud service solutions. With a commitment to innovation, Thinca continues to lead in providing cutting-edge tools that drive customer satisfaction and operational excellence.

• - Stock Number: 149A
• - Website: www.thinca.co.jp

For more insights on Thinca's strategy, check out their IR note: Thinca IR Note