#Tokyo Gas #TechTouch #See-Note

Introduction

TechTouch, a leading provider of next-generation Digital Adoption Platforms (DAP) in Japan, has successfully integrated its AI-driven service, TechTouch, with Tokyo Gas Network’s operation and inspection system, See-Note. This collaboration has resulted in a significant decrease in user inquiries during the onboarding phase, with users demonstrating a full understanding of the system's functionalities. This successful integration not only improved efficiency but also doubled the return on investment by streamlining communication processes.

Background of Adoption

The implementation of TechTouch is part of Tokyo Gas Network's initiative to enhance customer success and ensure system integration among its clients through the See-Note platform. This innovative system is designed to foster a paperless environment and improve operational efficiency within the urban gas sector, contributing to enhanced safety protocols.

As Tokyo Gas Network expands its offerings, it faced challenges regarding user understanding of the system, often leading to increased support inquiries and interruptions in service. The demands of urgent infrastructure installations meant that manuals were often underutilized, risking delays in system adoption or potential contract terminations. In such a context, TechTouch provided a real-time, in-system support mechanism to enhance user comprehension and improve overall customer satisfaction, leading to its adoption.

Key Decision Factors for TechTouch Implementation

TechTouch was selected due to its ability to address the unique behavioral challenges faced by field operators, who often find it cumbersome to refer to manuals while performing tasks. It fosters self-sufficiency by guiding users through the operation interface. Among various DAP solutions, TechTouch stood out for its adaptable guidance implementation that could be tailored to different systems. Its usability allowed non-engineers to swiftly create and update operational guides, which was pivotal in the decision to adopt this solution.

Utilization Benefits

The TechTouch platform enhances user capacity to resolve issues independently, improving both user experience and customer satisfaction. During the two-week trial, the number of initial inquiries from users significantly decreased. This reduction allowed sales and support personnel to allocate their time more efficiently, significantly boosting productivity and achieving an investment return that was nearly twice the previous standard. All system administrators and survey respondents lauded the tool’s clarity, reporting improved comprehension of the platform. TechTouch’s in-system guidance systematically supports field personnel, facilitating a quicker adaptation to the system and thus enhancing the overall user experience (CX). Moreover, the standardized operating instructions have improved the quality of support services and have contributed to better use of resources and reduced training costs, positively impacting overall business productivity.

Future Prospects

Looking ahead, TechTouch plans to expand its inclusion in Tokyo Gas Network’s See-Note system beyond the gas industry to other sectors like electricity, water, and telecommunications, enhancing safety and efficiency across public infrastructures. Our goal is to reduce early support demands and inquiry responses while continuously improving productivity and educational load within field operations. By creating an environment where users can confidently navigate the system, we aim to contribute to the overall digital transformation (DX) of the infrastructure sector and elevate frontline support capability.

Comments from Masasashi San, Tokyo Gas Network

Tokyo Gas Network is committed to enhancing sustainability in the social infrastructure sector, particularly in urban gas supply systems through the See-Note platform. In the process of implementing and ensuring system utilization, we faced significant challenges in addressing users who often do not read manuals and the increasing support inquiries during onboarding. After evaluating multiple DAP solutions, we concluded that TechTouch offered the best flexibility for implementation and allowed rapid creation and updating of operational guides by non-engineers. The trial revealed significant qualitative insights where system administrators experienced a deeper understanding of the platform, alongside a marked reduction in previously common inquiries. Looking ahead, we view TechTouch not just as a support tool, but as an essential point of interaction to promote timely updates on new features and cross-selling of related systems, ultimately advancing our educational and operational digital transformation initiatives.

About Tokyo Gas Network

Tokyo Gas Network Co., Ltd. commenced operations in April 2022 after taking over gas pipeline operations from Tokyo Gas Co., Ltd. The company is responsible for providing stable gas supplies, maintaining safety for approximately 12 million customers primarily in the Tokyo metropolitan area. It manages a vast gas pipeline network stretching approximately 60,000 kilometers, ensuring community welfare and infrastructure support around-the-clock.

About Assist Co., Ltd.

Assist Co., Ltd. is responsible for marketing TechTouch. The company specializes in a diverse range of software solutions without bias towards specific hardware or software vendors, combining unique know-how to enhance client information systems across various operational realms, including generative AI and knowledge utilization. Since 2018, Assist has aimed to maximize value by adopting a customer-centric vision of becoming a