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Virtualex Introduces iXClouZ CRM Service to Kyoto Factory Health Association

Virtualex Consulting, based in Minato, Tokyo, led by President Yuto Maruyama, has launched its cloud CRM service, 'Virtualex iXClouZ', in collaboration with Tsuzuki Electric (also based in Minato, Tokyo, led by President Katsuhiro Yoshida). This innovative system has been developed for the Kyoto Factory Health Association, located in Kyoto City, spearheaded by Chairman Yoshinori Marunaka. Primarily, the service aims to support customer service operations in call centers and enhance customer support efficiency.

About the Kyoto Factory Health Association

The Kyoto Factory Health Association operates under the guiding principle of "contributing to the welfare of humanity through people's health." Their mission strives towards creating a society and organization where individuals can maintain their health and work vitality. Their main areas of activity comprise health check-ups (including mobile and facility check-ups), outpatient treatment, occupational health services, environmental measurement, and public-interest activities that provide comprehensive support for health management across various sectors and organizations. They also aim to assist many businesses aspiring to be recognized as excellent health management corporations, thereby contributing to overall societal health improvement.

Background and Challenges of System Implementation

When considering the challenges related to their inquiry and reservation response operations, the Kyoto Factory Health Association identified several key issues to be addressed through the implementation of a new system:

• - Uniform Response Volume: Achieving a balanced workload among operators to establish a reliable support system.
• - Customer History Utilization: Creating prospective customers through the accumulation and application of customer interaction histories.
• - Central Management of Communication Records: Clarifying the history of responses, facilitating smooth transitions and escalations, and ensuring effective follow-up during interactions such as calls, recordings, and notes.
• - Efficient Customer Identification: Streamlining customer verification processes upon receiving calls to enhance service efficiency.
• - Unified Management of Interaction History: Centralizing the management of all interaction histories across various channels such as phone, email, and chat.

System Structure and Functionality

To address these challenges, they adopted the 'CT-e1/SaaS' which retains existing telecommunication equipment while offering advanced features like voice recognition and summarization. Tsuzuki Electric handled the system construction. For customer interaction management, Virtualex's cloud-based SaaS CRM 'iXClouZ' was selected, which allows for the centralized management of histories across multiple communication channels, in standard integration with 'CT-e1/SaaS'. Virtualex commits to supporting Kyoto Factory Health Association continuously as specialists in CRM/call center domains, collaborating with Tsuzuki Electric to maintain effective operations.

About Virtualex iXClouZ

The 'Virtualex iXClouZ' service is a cloud-based CRM solution tailored specifically for call center operations, building upon the multi-channel CRM software 'inspirX'. This all-in-one service effortlessly collects, integrates, and leverages customer information from various touchpoints, available on a subscription basis that minimizes initial setup costs while allowing quick and budget-friendly deployment. Leveraging its extensive call center management experience, Virtualex develops this service in-house while also offering scalability according to clients' operational size and integration requirements with external systems.

For consultations related to contact center challenges and the introduction of suitable solutions, feel free to reach out to Virtualex.

Contact Virtualex Consulting

For further inquiries, please contact Virtualex through their dedicated inquiry form at Virtualex Consulting.

About Virtualex Consulting

Since its inception, Virtualex Consulting has focused on the intersection of businesses and customer communication. Guided by the belief that customer success is key to corporate growth, their motto is "Succession with You"—emphasizing continuous success in partnership with clients rather than one-time achievements. Today, they provide comprehensive, one-stop services by integrating consulting, technology, and operational capabilities for clients' digital transformation in CRM.

About the Virtualex Group

The Virtualex Group, composed of around 1,000 dedicated employees, provides specialized services across various sectors, including finance, insurance, IT, e-commerce, education, and public administration. Notably, they were listed on the Tokyo Stock Exchange Mothers market (now known as the Growth market) in June 2016.