Netz Toyota GTG Gunma Implements KaiKura for Enhanced Communication and Efficiency

Netz Toyota GTG Gunma Implements KaiKura

In a strategic move to optimize its customer service operations, Netz Toyota GTG Gunma, a leading automotive sales company in Gunma Prefecture, has integrated the innovative communication platform, KaiKura, developed by Thinca Inc. This implementation, reflected in a case study interview, highlights how the tool successfully addresses key operational challenges while significantly enhancing service efficiency.

Background of the Implementation: Overcoming Communication Barriers

The automotive sales environment often experiences a high volume of customer inquiries via phone. Accurate and prompt responses are essential to maintain customer satisfaction. However, Netz Toyota GTG Gunma faced issues arising from misunderstandings during phone interactions and discrepancies in data transmitted from store locations to headquarters. Specific challenges included:

- Frequent disputes over the authenticity of phone conversations leading to unnecessary apologies.
- Inaccurate information relay during reporting to headquarters, obscuring customer grievances.
- Technical inquiries often proved complex, complicating internal communication among staff members.

Such challenges underscored the urgent need for a robust system allowing accurate information sharing across the company.

Why KaiKura Was Chosen: Success Stories and System Integration

The selection of KaiKura stemmed from three pivotal factors:

1. Success Stories from Other Sales Locations: Inspired by the successful implementations of KaiKura in nearby dealerships, Netz Toyota GTG Gunma gained confidence in the platform's utility and effectiveness.

2. Seamless Integration with the Core System: The automatic linkage with Toyota's core operating system, the forthcoming i-CROP-J, simplifies data handling, ensuring accessibility of the latest, precise data while enhancing operational security.

3. User-Friendly Interface: The platform’s intuitive design ensures that any staff member can understand and navigate customer information effortlessly.

These factors contributed to a reassuring and replicable decision for rollout.

Transformative Changes Following KaiKura's Implementation

Since the integration of KaiKura, Netz Toyota GTG Gunma has seen remarkable improvements:

1. 30% Reduction in Labor Hours: The automation of data synchronization, previously done manually twice a week, has streamlined operations, yielding a 30% reduction in labor time and making workloads more manageable for staff.

2. Recording Features to Prevent Misunderstandings: The ability to record and share call contents empowers the team to address issues factually. Understanding emotional cues from customer interactions has also improved complaint handling efficiency.

3. Proactive Customer Follow-ups and SMS Utilization: With better visibility of incoming call history, follow-ups can now be made promptly post-closure, whether a customer inquired during downtimes. SMS communications for event announcements have proven to be a cost-effective and timely method for maintaining customer relations, establishing new touchpoints.

The operational efficiencies have fostered better governance through centralized record management, strengthening trust both internally and externally.

Voices from Netz Toyota GTG Gunma

Yuki Uchida, Deputy General Manager of the Car Sales Department, remarks, "With KaiKura, we have transformed our once-personalized phone handling into an efficient system. The centralized customer data has enabled us to deliver uniform service quality, enhancing trust. Our workload has been alleviated thanks to the system's core integration."

Yusuke Miki, Store Manager at the Egi Store, adds, "I’ve experienced the convenience of recording and SMS features firsthand. These improvements clarified our customer interactions, significantly reducing misunderstandings and enhancing trust."

Company Overview

Netz Toyota GTG Gunma Inc.

- CEO: Mamoru Yokota
- Location: Takasaki City, Gunma Prefecture
- Established: December 3, 1979
- Services: New and Used Car Sales, Vehicle Maintenance, Insurance Affairs, and more.
- Website: netz-gtg.jp

About KaiKura
KaiKura is an advanced communication platform designed to enhance customer interaction management in the cloud. By organizing communication records across various channels—phone, email, SMS, and LINE—it significantly reduces personnel-dependent communication, ensuring everyone maintains high service standards. Since its launch in August 2014, KaiKura has been adopted by over 3,000 companies with a retention rate of 99.9%.
For more information, visit KaiKura's official website.

About Thinca Inc.

- CEO: Takahiro Ejiri
- Established: January 8, 2014
- Services: IT system development, cloud service provision, and consulting.
- Website: thinca.co.jp.