#Japan #Customer Support #Niigata #OM Network #R-Shift

OM Network Enhances R-Shift with New Customer Support Service

OM Network Inc., based in Niigata City, Japan, has announced the launch of a new customer support service aimed at enhancing user experience and promoting the utilization of their shift management system, R-Shift. This initiative is designed to assist user companies in effectively integrating and maximizing the benefits of the R-Shift system. The service will combine analysis of accumulated user data and feedback from the sales field to create practical content, including usage guides and FAQs, which will be provided to users over time.

Addressing User Challenges

While R-Shift is equipped with a multitude of features, user feedback has revealed that many find it challenging to navigate these functionalities after implementation. Concerns such as "There are too many features, and I don't know how to use them" and "I would like to use it more effectively, but I lack the time to research due to daily operational demands" have been common. In response, OM Network has initiated this support service to lower the hurdles faced by users, allowing them to quickly access the information they need.

Overview of the New Support Service

The new service includes several key initiatives and structural supports aimed at assisting users effectively:

Customer Usage Support Materials

The company will provide new support materials that consolidate practical know-how for its customers. By merging insights gleaned from usage data with real-world feedback from sales personnel, OM Network will produce easy-to-use guides and FAQs that will help users maximize the functionality of R-Shift right away.

Company-Wide Knowledge Sharing Support System

To combat the challenge of knowledge being limited to individual employees, OM Network is establishing a system for sharing usage expertise and problem-solving strategies across departments. This consistent knowledge-sharing approach ensures that regardless of the inquiry source, customers receive coherent and high-quality support tailored to their specific applications and challenges.

Behind-the-Scenes: The Data and Field Approach

For these practical services to be delivered swiftly and continuously, OM Network has developed a unique knowledge integration scheme that unites the sales department's support desk with coordinators. This collaboration aims to combine objective data collected by the support desk with the customer insights provided by coordinators.

Strengths of the Support Desk

The support desk excels at gathering and analyzing real-time customer feedback during daily operations, providing precise insights into potential stumbling blocks for users. Additionally, by leveraging usage data to understand which functions are being utilized and how, they can suggest optimal operational practices based on objective metrics.

Strengths of Coordinators

Coordinators focus on deeply understanding customer challenges and work alongside businesses to maximize revenue and drive success. Rather than merely suggesting system upgrades, they play a role in enhancing operations directly, collaborating from both a headquarters and on-the-ground perspective to develop solutions that address specific issues.

Collaborative Learning for Continuous Improvement

Through regular study sessions, the support desk and coordinators share their insights, blending objective data with customer perspectives to elevate the support experience. The goal is to develop services that are not merely instructional but are directly tied to enhancing the outcomes for users in the field.

Commitment to Ongoing Support

OM Network is dedicated to not only providing systems but also reinforcing the support necessary for each user company's unique business challenges. The newly launched customer support service for R-Shift is just one step in this ongoing journey to enhance user engagement and ensure the system is utilized to its fullest potential.

Company Overview

Name: OM Network Inc.
Location: Niigata City, Niigata Prefecture
Business: Business systems development, Shift management system R-Shift
Website: OM Network Website