#Japan #Tokyo #AI Insights #JTB #Flyle

JTB Enhances Customer Feedback Analysis With Flyle

In a significant move towards data-driven decision-making, JTB, a leading travel company in Japan, has implemented the AI insights analysis platform, Flyle, developed by Flyle Inc. This strategic decision aims to enhance the company's analysis of customer voices (VOC) within its escort product sales division.

Background of the Implementation

JTB has consistently aimed to create memorable experiences for travelers, as highlighted by its brand slogan, 'Always by your side for an unforgettable experience.' However, managing and analyzing thousands of customer feedback responses each month has posed a considerable challenge for the company. An overwhelming volume of data has left their teams with little time to focus on developing strategic initiatives or addressing potential compliance risks promptly.

Traditional methods primarily relied on Excel spreadsheets for data analysis, which consumed excessive hours that could have been used for more impactful tasks. Recognizing the pressing need for an efficient analysis framework, the escort product sales division opted for Flyle to optimize their data management process.

Challenges Faced

JTB faced several key challenges before integrating Flyle:

• - Ineffective Analysis Processes: The manual and time-consuming methods of data review curtailed the team's ability to analyze trends and develop new strategies efficiently.
• - Volume of Feedback: With thousands of customer responses collected every month related to domestic and international travel, the lack of a systematic classification and analysis process hindered timely product development and issue identification.
• - Need for Objective Analysis: There was a demand for consistent and objective analysis methods, especially when dealing with vast amounts of free-form feedback.
• - Risk Management: Early identification of compliance issues and contractual failures was crucial, yet a robust system for timely remediation was lacking.

Benefits of Flyle Implementation

Following the integration of the Flyle platform, the escort product sales division has reported substantial improvements:

• - Reduction of Analysis Time: The time spent on aggregating and analyzing survey data has been radically minimized, freeing up resources for strategic discussions and planning.
• - Strengthened Governance: Early detection of compliance-related issues has allowed for quicker and more effective responses, enhancing the governance structure of the division.
• - Data-Driven Product Improvements: Feedback collected through Flyle has led to tangible enhancements in marketing materials and services, ensuring continual improvement based on customer insights.
• - Enhanced Quality of Service: Objective assessments of tour guide performance have provided valuable insights that were shared among team members, fostering a culture of motivation and improvement.
• - Cultural Transformation: The shift from a push-based information model towards one where individual employees actively engage in improving processes based on customer feedback marks a significant organizational shift.

According to Chie Kataoka and Makiko Sekizawa of JTB's escort product sales division, the team confronted major challenges, such as the 'bulging analysis workload' and the need for early risk detection. They highlighted that the intuitive user interface and accuracy of AI offered by Flyle were critical factors in its selection for implementation.

Post-implementation, the division enjoys nearly zero time investment in data collection and analysis, allowing the team to focus more on making data-driven strategic decisions. With approximately 250 team members granted access to the system, the application of VOC in improvement initiatives continues to flourish.

Flyle's Features

Flyle serves as a next-generation AI insights analysis platform capable of classifying and analyzing a wide array of unstructured data such as call logs, customer reviews, feedback surveys, social media interactions, and meeting notes. Its features include:

• - AI-Based Analytical Support: Assists users in trend detection and insights generation.
• - Dashboard and Workflow Management: Streamlines data management processes, making analysis more user-friendly.
• - Security Measures: Adheres to enterprise-level security protocols to protect sensitive information.

This transformation stems from a broader objective of creating an organization where feedback management becomes inherently self-sustaining, and every employee plays an active role in the improvement cycle.

To learn more about this initiative and see JTB's customer success story, explore the case study page.

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About Flyle
Flyle, Inc., with headquarters in Akasaka, Tokyo, is dedicated to developing and offering AI insights analysis platforms. Established on February 10, 2020, the company boasts a capital of 100 million yen and focuses on advancing data analysis solutions for various sectors. For further details, visit the official Flyle website.