#Japan #Niigata #OM Network #R-Shift #Support Desk Group

OM Network Enhances Customer Support with New Structure

In a significant move to bolster customer experience, OM Network, a leading provider of cloud services including the shift management system "R-Shift," has recently revamped its sales department and launched the new "Support Desk Group" effective June 2023. The company, headquartered in Niigata, Japan, is committed to creating a seamless environment for all customers to utilize their systems with greater confidence and reliability.

1. Reasons Behind Organizational Restructuring and the Purpose of the Support Desk Group

Previously, the sales department managed all customer follow-ups under a single group, which posed challenges as the nature of support required varied significantly among clients. Companies just beginning to implement the system needed intensive support during the initial phases, while others had already entered the stable operation phase. The rigid structure made it difficult to optimize responses according to individual customer needs. To overcome these challenges, OM Network initiated a phased restructure in April 2023, launching a three-group system in June that includes:

• - Business Coordination Group: Focusing on new proposals and proof of concept (PoC) support.
• - Customer Success Group: Providing in-depth support for expansive system utilization and business growth.
• - Support Desk Group (newly established): Ensuring stable daily operations and delivering peace of mind through organized support.

The newly formed Support Desk Group aims to balance two core principles: comprehensive support through structuring and personalized service through careful follow-up. By enhancing its self-support systems and community integration, the group strives to deliver swift and substantial assistance to all customers without compromising on personalized care.

2. Four Approaches of the Support Desk Group

The Support Desk Group will implement four key initiatives to reduce customer burdens and support consistent system utilization:

1. Development and Expansion of a 24/7 Portal Site: The team will significantly enhance the self-service infrastructure for users. By integrating an AI chat system alongside FAQs and video manuals, customers will have the opportunity to resolve their questions instantly whenever needed.

2. Support for Operating User Groups in Collaboration with Customer Success: The Support Desk Group will closely collaborate with user communities organized by the Customer Success Group. By feeding back real customer feedback and practical insights to enhance user events, they will foster meaningful knowledge exchange among customers.

3. Regular Distribution of Update Information and Useful Usage Tips: The team will publish regular content detailing system updates and valuable features. This approach aims to eliminate situations where customers are unaware of new capabilities or best practices, thereby maximizing the system's utility.

4. Unified One-Stop Contact Point: By consolidating points of contact for technical inquiries, contract management, and other services, the Support Desk Group simplifies the communication process for customers, greatly reducing confusion and time spent on inquiries.

Member Insights from the Support Desk Group

In light of this new structure, members of the Support Desk Group shared their thoughts about the new department and its future ambitions. "While we previously relied on sales representatives to provide individual support to each client, which allowed us to deeply understand their needs, the growing number of customers posed challenges in enriching support content and delivering uniform information.

At the Support Desk Group, we are excited to enhance our support materials, such as FAQs and manuals, ensuring customers have access to valuable information at all times while maintaining attentive service. As a newly initiated department, we are eager to explore various avenues for our clients, and are thrilled about the journey ahead!"

Company Overview

• - Company Name: OM Network, Inc.
• - Location: Chuo-ku, Niigata City, Niigata Prefecture, Japan
• - CEO: Shinya Yamagishi
• - Business Activities: Development of operational systems, including the shift management system "R-Shift"
• - Website: OM Network

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