Uhuru Supports Mizkan's Refresh of Customer Support Center with Innovative Solutions
In a strategic move aimed at enhancing customer experience, Uhuru Co., Ltd. has stepped in to revamp Mizkan Co., Ltd.'s customer support center. This initiative marks a significant milestone in Mizkan's endeavors to transform its customer support from a complaint resolution facility into a vital communication hub with its consumers. By integrating Salesforce Service Cloud with Amazon Connect, a new platform has been designed to centralize customer information and order data, thereby strengthening communication while also streamlining operational efficiency, particularly for remote work environments.
Traditionally, Mizkan faced challenges associated with its fragmented systems, where customer data and call histories were scattered, limiting the responsiveness of customer service representatives. The cumbersome approval processes and manual escalation procedures added unnecessary burdens on operators. To tackle these issues, Uhuru devised a comprehensive platform that provides a unified approach to handling customer interactions, enabling agents to respond more accurately based on historical data, thus enhancing overall customer communication.
Additionally, the operational efficiency for agents has significantly improved, with a reported reduction of approximately 58 hours of monthly work through email approval flow optimization. Automated escalation processes have also helped decrease misdeliveries and other operational errors. The consolidation of cloud infrastructure has led to the establishment of a flexible working environment, benefiting operators, particularly women and those with childcare responsibilities.
Looking ahead, the second phase of this project aims to unify the customer inquiry channels previously managed separately under Mizkan’s ecological brand, ZENB. By partnering with the globally recognized e-commerce platform, Shopify, Mizkan will further enhance its ability to utilize order data comprehensively, paving the way for deeper customer engagement.
Takejiro Takeshima, a dedicated manager in Mizkan's Information Systems Department, expressed his confidence in Uhuru, stating, “The Uhuru team, well-versed in Salesforce, has consistently collaborated with us to meet deadlines and deliver outcomes. They are a partner we can trust.”
Mizkan continues to embrace their philosophy of strengthening relationships with consumers, planning to streamline various dependent operations into a unified platform that facilitates better management and overview of CRM activities across departments.
As part of its vision, Uhuru operates under the mission of fostering a sustainable society through technology and creativity. The company has been at the forefront of supporting digital transformations (DX) across corporations, municipalities, and governmental entities, leveraging digital technologies and innovation to address societal challenges and contribute to the realization of a sustainable future.
For further details about the integration of Service Cloud with Amazon Connect and its role in enhancing customer relationships, please refer to Mizkan's official website: Mizkan and Uhuru's vision: Uhuru. This collaboration not only highlights the dedication of both companies towards improving customer service but also redefines how businesses can efficiently manage customer interactions in the rapidly changing digital landscape.
Traditionally, Mizkan faced challenges associated with its fragmented systems, where customer data and call histories were scattered, limiting the responsiveness of customer service representatives. The cumbersome approval processes and manual escalation procedures added unnecessary burdens on operators. To tackle these issues, Uhuru devised a comprehensive platform that provides a unified approach to handling customer interactions, enabling agents to respond more accurately based on historical data, thus enhancing overall customer communication.
Additionally, the operational efficiency for agents has significantly improved, with a reported reduction of approximately 58 hours of monthly work through email approval flow optimization. Automated escalation processes have also helped decrease misdeliveries and other operational errors. The consolidation of cloud infrastructure has led to the establishment of a flexible working environment, benefiting operators, particularly women and those with childcare responsibilities.
Looking ahead, the second phase of this project aims to unify the customer inquiry channels previously managed separately under Mizkan’s ecological brand, ZENB. By partnering with the globally recognized e-commerce platform, Shopify, Mizkan will further enhance its ability to utilize order data comprehensively, paving the way for deeper customer engagement.
Takejiro Takeshima, a dedicated manager in Mizkan's Information Systems Department, expressed his confidence in Uhuru, stating, “The Uhuru team, well-versed in Salesforce, has consistently collaborated with us to meet deadlines and deliver outcomes. They are a partner we can trust.”
Mizkan continues to embrace their philosophy of strengthening relationships with consumers, planning to streamline various dependent operations into a unified platform that facilitates better management and overview of CRM activities across departments.
As part of its vision, Uhuru operates under the mission of fostering a sustainable society through technology and creativity. The company has been at the forefront of supporting digital transformations (DX) across corporations, municipalities, and governmental entities, leveraging digital technologies and innovation to address societal challenges and contribute to the realization of a sustainable future.
For further details about the integration of Service Cloud with Amazon Connect and its role in enhancing customer relationships, please refer to Mizkan's official website: Mizkan and Uhuru's vision: Uhuru. This collaboration not only highlights the dedication of both companies towards improving customer service but also redefines how businesses can efficiently manage customer interactions in the rapidly changing digital landscape.
Topics Consumer Products & Retail）
【About Using Articles】
You can freely use the title and article content by linking to the page where the article is posted.
※ Images cannot be used.
【About Links】
Links are free to use.