#Japan #Sendai #Kaikura #Honda Mobility #Shinka

The Transformation of Customer Support at Honda Mobility Tohoku

Shinka, a leading company specializing in AI communication integration, recently showcased their successful implementation of the 'Kaikura' platform at Honda Mobility Tohoku. This partnership highlights how technology can revolutionize customer service and support within the automotive industry.

Background: A Need for Improvement

In preparation for a significant merger planned for April 2024, which combines Honda's two major dealerships in the Tohoku region, Honda Mobility Tohoku recognized the urgent need to enhance their customer service quality. The previous customer satisfaction ratings had suffered, landing them at the bottom tier of nationwide indicators. Merging two cultures and operational practices presented challenges that needed to be addressed swiftly to improve customer experience.

Employees reported frequent disruption in communication due to the reliance on individual knowledge, with high risks of missing calls or failing to manage callbacks effectively. The large physical spaces of the dealerships meant that customers often experienced long wait times due to inefficient phone protocols. This environment necessitated a cohesive and organized approach to customer communication.

Introducing Kaikura: A Game-Changer in Communication

The introduction of the Kaikura platform transformed the dealerships' approach to customer interactions. By providing tools for seamless sharing of customer information, Kaikura eliminated the reliance on individual memory and fostered a team-oriented atmosphere of support. This system enables all staff to view past customer interactions, ensuring consistent and informed communication, even when specific personnel are unavailable.

Key Points of Transformation

1. Enhanced Transparency: With features like pop-up notifications and memo functions for incoming calls, team members can now quickly review a customer's history, allowing them to provide personalized support. Instances where customers express gratitude to staff who have stepped in during an absent representative's shift have become more common, demonstrating the value of teamwork in customer experiences.

2. Operational Efficiency: The transition from paper logs to a fully integrated digital solution has minimized risks of lost information. By linking Kaikura with their existing systems, staff can access comprehensive customer records at the touch of a button, further lowering the workload and search times when handling queries.

3. Cohesive Company Culture: The establishment of the 'Kaikura Committee,' consisting of managers from various locations, has facilitated sharing of success stories and strategies across the organization. Training for new employees emphasizes the effective use of Kaikura, contributing to a company-wide commitment to improved service. Feedback has been overwhelmingly positive, with 96% of staff expressing satisfaction with the system’s introduction.

Ensuring Accountability

To maintain high standards, Honda Mobility Tohoku has equipped their customer service department to monitor calls across all locations. This capability allows for rapid response in the event of any service issues, ensuring a robust support structure.

Insights from Leadership

Yuko Onsei, the head of the new car sales department at Honda Mobility Tohoku, shared her reflections on the change, saying, “Initially, I was skeptical that enhancing phone operations alone could elevate customer satisfaction. However, using Kaikura has completely eradicated my doubts. We have transitioned from individual-based responses to a cohesive, collective effort in information sharing among staff.” She emphasizes that for companies undergoing organizational changes and seeking to enhance customer service quality, Kaikura could be a potent tool.

About Honda Mobility Tohoku

Honda Mobility Tohoku operates as a primary dealer for Honda's four-wheel vehicles in the region, offering services that range from new and used car sales to automotive maintenance and insurance. Under the leadership of President Hiroaki Watanabe, the company is dedicated to elevating service standards through innovation. More details can be found on their website.

About Kaikura

Kaikura is an AI communication platform that integrates various customer interaction channels—such as phone, face-to-face, email, SMS, and LINE—into a cohesive cloud-based system. It not only collects and visualizes customer interaction history but also leverages AI to transcribe conversations and assess service quality. Since its launch in August 2014, the platform has achieved a remarkable 99.7% retention rate across more than 3,200 clients, demonstrating the growing reliance on digital customer communication solutions in achieving sustained business growth.

For more information, visit the Kaikura service site.