Sakura Internet Implements ChoiceRESERVE for Callback Scheduling

Enhancing Customer Support with Technology

Sakura Internet has recently adopted a revolutionary callback scheduling system known as ChoiceRESERVE, developed by Reservelink Inc. This new implementation is transforming the way customer support is managed, particularly in the context of remote work. The system allows clients to book, modify, and cancel appointments easily through a web interface, which optimizes staffing and enhances customer satisfaction.

Understanding the Callback Scheduling System

ChoiceRESERVE is a cloud-based reservation management system designed to centralize the management of customer bookings and changes. By adopting a pre-booking approach for phone support, Sakura Internet aims to eliminate long wait times, thereby improving customer experience significantly. With this system, companies can better allocate resources by understanding demand and customer needs ahead of time.

Background of Implementation

Due to changes in work dynamics brought on by the COVID-19 pandemic, Sakura Internet transitioned to a remote work model in April 2020. This shift necessitated an overhaul of their traditional customer support model. Recognizing the need for reliable communication, the company decided to switch entirely to a callback reservation system. This approach not only guarantees customers a connection with operators but also allows for a more structured approach to customer interactions. The User Interface and User Experience (UI/UX) of the ChoiceRESERVE platform were key factors in its selection, thanks to its customizability and user-friendliness.

Positive Outcomes Post-Implementation

Since the implementation of ChoiceRESERVE, customer satisfaction has soared, with a notable increase in the Net Promoter Score (NPS) for callback services—second only to chat support. The sense of assurance that customers experience from knowing they will be connected to an operator has significantly improved overall satisfaction.

The scheduling system also allows for reservations to be organized in one-hour increments, optimizing staff deployment effectively. By having prior knowledge of the customer inquiries, the company can maintain high-speed service while preserving the quality of support.

Furthermore, the integration with Salesforce has streamlined the process by automatically importing reservation data into their management system, enhancing operational efficiency from booking to completion, while also transitioning to an in-house operation smoothly.

Insights from Sakura Internet

A representative from Sakura Internet, Masaki Ogasawara from the Customer Reliability Department, described ChoiceRESERVE as a dependable tool with minimal operational difficulties. He emphasized the importance of understanding the customer experience the company wishes to create. By incorporating this philosophy into operational processes, the twin goals of customer satisfaction and business efficiency can be achieved.

About ChoiceRESERVE

ChoiceRESERVE is a SaaS-based reservation management solution by Reservelink, tailored for various industries and services. Users can select necessary features from over 200 options to create a unique booking platform. This flexibility allows businesses to boost operational productivity while ensuring a high-quality customer journey.

In the future, Reservelink aims to support financial institutions by utilizing booking data for CRM and business operational support, helping them navigate digital transformation effectively.

For more information, visit Service Site and Implementation Case Studies.

About Reservelink Inc.

Reservelink Inc. is headquartered at 1-1-1 Minato, Aoyama, Tokyo, under the leadership of President Katsuhiko Ide. They are committed to enhancing clients’ customer management capabilities through innovative technology. For more details, check out their official website at Reservelink.