#Japan #Tokyo #Customer Support #Altius Link #Shin Energy

Improving Customer Support: A Case Study of Altius Link and Shin Energy

Altius Link Inc., based in Shibuya, Tokyo, has unveiled a significant achievement in customer support for Shin Energy Inc., located in Kobe, Hyogo. This collaboration has led to a remarkable zero escalation rate to the headquarters and a marked increase in the first-contact resolution rate. This case study exemplifies the effectiveness of Altius Link's new vision: to be a "Total CX² Design Company" dedicated to enhancing customer experience.

Background and Challenges

Shin Energy's customer support center caters to inquiries related to electricity—an essential service for households and businesses alike. As the direct contract point for electricity retail, the center handles a plethora of inquiries ranging from billing and contract details to concerns about outages and equipment. Given the critical nature of electricity as an infrastructure service, it requires not only high accuracy in responses but also adaptability to frequent regulatory changes and tariff reviews. This necessitates deep expertise and precise judgment tailored to each customer's specific case.

Moreover, as both companies sought to integrate their operational structures, there was a pressing need to streamline decision-making and unify processes. Thus, establishing a system capable of accurately sorting and judging inquiries during the initial contact emerged as a significant challenge.

Achievements and Key Initiatives

Zero Escalation Rate to Headquarters

The unification of the two operational structures facilitated a seamless transition of systems and workflows. By redesigning response protocols and ensuring that frontline staff could resolve issues independently, Altius Link achieved a zero escalation rate to the headquarters. The enhancement of first-contact resolution rates soared to approximately 70% for standard inquiries, demonstrating the effectiveness of their approach.

Continuous Quality Improvement via VOC

The insights gained from daily inquiry responses—termed Voice of the Customer (VOC)—have become a foundation for ongoing improvement. By analyzing points where customers frequently encounter issues, Altius Link continuously revises operational rules and manuals and proposes enhancements for related processes. For instance, by evaluating common application errors and inquiry trends, the company reorganized the application process, significantly reducing discrepancies and improving service quality.

For those interested in deeper insights, Shin Energy's case study is available for further reading.

As their collaboration progresses, both Altius Link and Shin Energy are committed to advancing quicker and more accurate responses, while also visualizing service quality. Plans to introduce AI-supported operator assistance systems are on the horizon, aiming to build a more sophisticated and stable customer support framework. Additionally, Altius Link remains dedicated to leveraging cutting-edge technology and human expertise to bolster business growth and enhance corporate value.

Company Overview

Altius Link, as an entity, is dedicated to creating value through the fusion of human input and digital innovation, encompassing an extensive range of BPO services from customer interaction to backend support in IT. Active across seven countries primarily in Asia and North America, the company collaborates with diverse partners to enhance operational excellence rooted in AI and digital technology, ultimately contributing to the elevation of customer experience.

Headquartered at 2-2-1 Yoyogi, Shibuya, Tokyo, Altius Link was established in May 1996 and officially launched its rebranded identity on September 1, 2023, under the leadership of President Masatomo Naya. With a capital of 100 million yen, the firm's multifaceted services include customer success implementations, contact center solutions, and global services among others.

To learn more, visit Altius Link Services.