Launching APLO with CS BPO: Optimizing Costs with AI in Customer Success

Introduction

In the rapidly evolving landscape of customer service, companies constantly seek innovative ways to optimize costs while ensuring continued growth. Responding to this demand, ZEN Co., Ltd. (headquartered in Chiba, Japan) has partnered with Home Party Co., Ltd. (based in Nagoya, Aichi) to introduce a new service: APLO with CS BPO. This service uniquely combines business process outsourcing (BPO) with artificial intelligence (AI) automation to enhance customer success (CS) operations.

Overview of APLO with CS BPO

The newly launched service aims to alleviate the burden of repetitive tasks through careful integration of CS professionals from Home Party and AI tools developed by ZEN. By identifying operational bottlenecks within businesses, the service helps reduce labor hours for routine tasks, enabling CS teams to focus on high-impact areas such as onboarding, churn prevention, and upselling.

Traditionally, BPO services often faced the challenge of maintaining a structure where costs escalated in proportion to workload. However, APLO with CS BPO breaks this cycle by combining operational support with automated solutions to create a more efficient and cost-effective service model.

Why APLO with CS BPO?

As companies grow, particularly during their expansion phases, the demands on their customer success and operational teams often increase significantly. In many cases, this leads to a direct correlation between workforce increase and rising costs. New business initiatives frequently encounter resource allocation challenges, causing delays in building effective CS operations.

Despite the desire to implement AI and automation tools for efficiency, organizations often face obstacles: internal engineers are preoccupied with core product development, and external requests for help can fall short of effectively communicating complex operational workflows. As a result, inefficient methods may persist.

By leveraging the strengths of ZEN in AI development and product management and the expertise of Home Party in hands-on CS practices, APLO with CS BPO establishes a highly effective support model. It involves operational engagement with businesses while progressively automating tasks through AI.

Three Key Features of APLO with CS BPO

1. On-Site Engagement with Automation: The service begins with Home Party's CS team joining a enterprise's operations to perform a workflow analysis and identify bottlenecks. ZEN will then design and develop AI solutions based on actual operational needs, ensuring that the interventions are not only effective but also readily adopted. Previous implementations have shown possibilities of reducing operational workloads by up to 50%.

2. Rapid Implementation without Halting Core Product Development: Using browser extensions and low-code/no-code tools, APLO with CS BPO employs appropriate implementation methods that do not disrupt valuable engineering resources or existing project schedules. This enables swift and independent advancement of operational improvements.

3. Distinctive Role Division for Efficiency: The service clearly separates high-touch human interactions from routine tasks best suited for AI, preventing unnecessary staff expansions as the business scales. This division allows organizations to focus on generating results in customer success while keeping costs in check during periods of growth.

Service Details and Implementation Process

Service Overview

Combining CS personnel from Home Party with AI and tool development from ZEN, APLO with CS BPO seeks to enhance the efficiency of routine activities while elevating the value provided by customer success functions. It offers a variety of service formats, from trial plans to comprehensive solutions for building CS capabilities based on the client's business stage.

Implementation Steps

1. Free Assessment (typically valued at ¥200,000): Gather existing concerns and identify workflow bottlenecks through interviews.
2. Work Definition and Segmentation: Organize tasks into those to be automated by AI and those to be managed by CS personnel.
3. Effectiveness Simulation: Estimate potential reductions in labor hours and expected improvements in quality, speed, and retention rates from the automation.
4. Plan Selection: Clients can choose from offerings like a three-month trial, a six-month to one-year plan, or a custom project structure based on their needs.

Practical Use Cases

With APLO with CS BPO, businesses can effectively streamline operations by automating routine tasks while establishing robust customer success infrastructures. This includes:

- Launching customer support structures and automation frameworks for new ventures.
- Implementing AI in the support domain, reducing response load through chatbots and automated ticket generation for straightforward queries.

Free Assessment Campaign

To celebrate the launch, ZEN offers a free diagnostic consultation for the first five companies. This consultation will identify CS and operational challenges, yielding estimations of potential benefits through AI integration.

Interested organizations facing inefficiencies in CS, back-office, or operational functions are encouraged to sign up through the dedicated contact form.

Partner Company Background - Home Party

Home Party Co., Ltd. specializes in customer success and BPO services, focusing on proactive measures to cultivate customer loyalty. They excel in managing complex tasks often overlooked by internal resources, creating standardized workflows, and supporting strategic decision-making through meticulous reporting.

Leadership Statements

Kohei Saeki, CEO of ZEN: "With the launch of APLO powered by Home Party, we now have the capacity to support not only the development of new services but also the ongoing management and improvement of operational processes, all crucial for maintaining competitive strength in our AI-driven era."

Jun Tawarani, CEO of Home Party: "We’ve been in this industry long enough to recognize the evolving needs of customer success. Embracing the fusion of human expertise and AI will enable us to cater to these needs proficiently, reaching new heights through collaboration with ZEN."

Company Overviews

ZEN Co., Ltd.
CEO: Kohei Saeki
Headquarters: Chiba, Japan
Business: AI-based project development, New business support
URL: zen-lab.jp

Home Party Co., Ltd.
CEO: Jun Tawarani
Headquarters: Nagoya, Aichi, Japan
Business: Customer success support, BPO services
URL: homeparty.co.jp