Yotal's Successful Digital Strategy for Hakuyosha Transforms Customer Experience

Yotal's Digital Transformation for Hakuyosha

In an ambitious initiative, Yotal Co., Ltd. has partnered with Hakuyosha Co., Ltd., a leading cleaning company in Japan, to strengthen its digital strategy. This collaboration marks a significant milestone as it coincides with Hakuyosha's 120th anniversary in March 2026. Within just three months, Yotal has successfully released an app to digitize the previously paper-based customer ticket system, along with a real-time notification feature that informs customers about their items' statuses.

The Project's Background

Historically, the cleaning industry has relied heavily on analog methods to communicate with customers, such as phone calls and postcards. In 2022, Hakuyosha recognized the need for a modern solution and introduced an official app. This app aimed to foster long-lasting relationships with customers and create seamless connections among their in-store, collection, and delivery services.

However, the transition to digital became a challenge due to existing legal regulations surrounding the cleaning industry, specifically the obligation to provide physical receipts to customers. Discussions with legal advisors led the teams to develop a pragmatic solution that combined both digital and traditional methods, marking a pivotal moment in the project’s evolution.

Another significant challenge was the customization limitations of the existing no-code tools that powered Hakuyosha's app. Additionally, costs and timelines for fully customizing equipment through external vendors posed a challenge. Given the impending anniversary event and the peak demand in March, Yotal stepped in as the external development partner to execute the project effectively.

Development Process

The project was initiated at the end of December, with Yotal creating the first prototype within two to three weeks. They smoothly navigated through setting up cloud accounts and infrastructure while ensuring the app was ready for release shortly thereafter. Following testing in actual store environments and operational verifications between February and March, the phased rollout began on March 9. By April 1, the solution went live across approximately 270 stores nationwide.

New Features and Customer Benefits

Hakuyosha’s Marketing Strategy Promotion Department commented that the project’s success was largely due to Yotal's proactive approach and quick execution. The newly implemented PUSH notification feature and digitized tickets not only improved operational efficiency but also significantly enhanced customer interaction. The potential impacts of these features include:

1. Increased Application Registration: The convenience of notifications and reduced need for paper tickets resulted in a 4.9-point increase in new app registrations compared to the previous year. Store feedback confirmed that staff were pleased with these long-awaited functionalities.

2. Reduced Operational Hours: The digitization of ticket information reduced the time previously spent managing lost tickets and receipts, potentially saving hundreds of hours annually across all locations.

3. Minimized Pick-Up Misses: Customers will now receive timely notifications about their items, significantly lowering the likelihood of forgetting to pick up items, and eliminating unnecessary store visits.

Yotal's Role and Future Vision

Yotal not only acts as a development partner but also collaborates closely with Hakuyosha at a strategic level. Looking ahead, both companies aim to leverage the app for collection and delivery services, ensuring that customer interactions are enriched and streamlined further.

About the Companies

Hakuyosha Co., Ltd. has been a pillar in Japan’s cleaning industry since its establishment in 1906, known for introducing dry cleaning to the Japanese market. As it approaches its 120th anniversary, the company continues to evolve to meet contemporary consumer needs through innovative services and broader networks.

YTAL Co., Ltd. was founded by former engineers from Shopify and Amazon with a vision to offer comprehensive system development solutions rapidly. The company prides itself on its speed, leveraging AI capabilities to bridge organizational constraints and enhance economic agility for its clients.

For more insights into the project and its outcomes, visit Yotal's webpage.