Transforming New Member Outreach: Palsystem Ibaraki Tochigi Embraces RCS Technology

Introduction

AI CROSS Corporation, headquartered in Tokyo, has announced a groundbreaking case study regarding its Rich Communication Services (RCS) platform, "Absolute Reach! RCS." This was implemented by Palsystem Ibaraki Tochigi, a consumer cooperative based in Mito, Ibaraki Prefecture. The cooperative has transformed its approach to following up with new members, shifting from a labor-intensive phone and in-person outreach model to a streamlined, efficient one that enhances both communication and service delivery.

Background of the RCS Implementation

Palsystem Ibaraki Tochigi has been serving over 130,000 members across Ibaraki and parts of Tochigi Prefecture. Traditionally, the cooperative has relied on phone calls and face-to-face visits to follow up with new members after a certain period of their joining. However, this method came with significant challenges, including a high volume of follow-ups that often reached over 100 per month per center, and the frustration of unanswered calls, leading to increased pressure on staff.

Changes in the Approach

To alleviate the burden, Palsystem Ibaraki Tochigi decided to adopt the "Absolute Reach! RCS" platform for new member follow-ups. This involves sending a unified message to all new members after about a month of membership, via visually engaging surveys using RCS's rich media capabilities, including images and official verification markers. Unlike conventional SMS or email, this method can effectively communicate important information while reducing ambiguity.

The new system allows staff to respond only to members who engage or respond to the survey, thereby moving away from the former approach that required calling every member individually. For those who are registered with a landline only, staff would continue to call, ensuring a blended approach that eases the transition into this newer follow-up model.

Achievements Post-Implementation

Since transitioning to the RCS service, the volume of phone calls and visits has dramatically decreased, minimizing stress on staff while expanding the reach of their communication efforts. Staff members are no longer overwhelmed by a high number of follow-up cases, allowing them to focus on other pivotal tasks such as scheduling calls with individuals interested in joining or addressing inquiries from existing members.

Moreover, the ability to reach previously hard-to-contact member segments through this comprehensive messaging approach has proven to be a huge advantage. The shift has also fostered a sense of assurance and support among members, showcasing the cooperative’s commitment to follow-up even after initial registration.

About "Absolute Reach! RCS"

This innovative messaging service not only preserves the strengths of traditional SMS but also incorporates rich media elements like images, videos, and interactive links. By combining SMS and RCS, the platform offers reliable information transmission regardless of the device or carrier, thus facilitating effective two-way communication between businesses and their customers.

Company Background

AI CROSS Corporation

Founded in March 2015 and based in the Toranomon Trust Tower in Tokyo, AI CROSS Corporation aims to revolutionize business communications through AI and technology with the mission of "Smart Work, Smart Life." The company specializes in various messaging services, including "Absolute Reach! SMS" and "Absolute Reach! RCS," as well as AI-enabled data analysis services like “Deep Predictor.”

Website: AI CROSS Overview

Palsystem Ibaraki Tochigi

Established in March 2000, Palsystem Ibaraki Tochigi serves the Ibaraki Prefecture and parts of Tochigi, focusing on delivering essential food and household items. Their goal is to provide safe and secure products while nurturing a sustainable and rich lifestyle for their members.

Website: Palsystem Ibaraki Overview

Conclusion

The introduction of RCS by Palsystem Ibaraki Tochigi exemplifies an innovative stride towards enhancing customer outreach and support. The collaboration with AI CROSS not only simplifies their operational processes but also guarantees members feel valued and connected.