#Japan #Kobe #Kaikura #Shinka #NetToyota

Transforming Customer Experience with KaiKura

In today's digital age, effective communication platforms are essential for driving customer satisfaction and employee productivity. Shinka, headquartered in Chiyoda-ku, Tokyo, has made significant strides in this area with its innovative platform, KaiKura, which has been instrumental at NetToyota Zone Kobe, a Toyota dealership in Hyogo.

The Journey Begins: An Investment in the Future

While many companies adopt IT tools to address specific operational challenges, Shinka's implementation of KaiKura at NetToyota was driven by a visionary mindset from the top management. It was not merely about solving immediate issues but rather investing in the future. This forward-thinking approach laid the foundation for their digital transformation (DX).

The decision to integrate KaiKura stemmed from a simple yet powerful prompt from the CEO: "Consider adopting this system." This directive was backed by the corporate philosophy of combining technology and automotive excellence, underpinned by a strong company culture aiming to remain at the forefront of innovation. By integrating KaiKura into their phone operations, the dealership intended to enhance the quality of customer interactions fundamentally.

A Mainstay in Infrastructure for Seven Years

The longevity of KaiKura's usage—over seven years—can be attributed to its ability to enhance both customer and employee experiences. Many employees regard it as indispensable, indicating its establishment as a critical component of their operational infrastructure.

Key Point 1: Elevating Customer Experience and Staff Engagement

With KaiKura, customer information is displayed instantly upon a call's arrival, allowing even staff unfamiliar with the customer to greet them personally. This has significantly improved response quality, creating a virtuous circle where enhanced customer experiences lead to higher employee motivation and job satisfaction.

Key Point 2: Enhancing Employee Comfort and Workflow

The platform also alleviates the anxiety often associated with phone interactions by equipping staff with prior knowledge of customers. Moreover, it allows team members to view call history remotely, enabling them to respond quickly and effectively, thus preventing lost opportunities and further enhancing customer trust.

Key Point 3: Simplifying Operations for Lasting Adoption

KaiKura's intuitive design has been crucial for its long-term success. Users quickly felt its benefits, leading to seamless integration across the organization and maintaining its relevance in daily operations.

Advancing Data Utilization: From Protection to Strategic Asset

Shinka's utilization of KaiKura has transcended mere operational efficiency, morphing it into a strategic infrastructure that supports the organization. A key feature of this evolution is the newly integrated automatic call recording function. This capability aims to transform the voice data accumulated over seven years into a competitive edge.

Key Point 1: Shifting from Defense to Offensive Asset

Call recordings are no longer just a tool for avoiding problems but have become a treasure trove for enhancing customer insights, aiding sales efforts, and improving service quality.

Key Point 2: Psychological Comfort for Employees

By linking recorded conversations to the core system, the company is establishing a centralized customer information database that supports future sales initiatives and provides a sound foundation.

Key Point 3: Simultaneous Improvement in Quality and Efficiency

Analyzing the recorded conversations makes it possible to visualize performance differences and employ effective scripts, thus enhancing overall response quality independent of individual performance.

These initiatives exemplify how Shinka is not only preserving conversation data but transforming it into a catalyst for organizational value creation.

Insights from NetToyota Zone Kobe

According to Toshi Handa from the Management Planning Group at NetToyota Zone Kobe, the integration of DX technology has shifted perceptions about job security. The essence of adopting technology lies in reallocating time to innovative pursuits. KaiKura has created efficiencies that allow employees to focus on more creative and value-added tasks.

He underscores the critical importance of genuine acceptance from staff regarding the value provided by such tools. The positive experiences voiced by customers—“It’s so nice to be greeted by name right away”—resonated with the staff and reinforced the platform’s value, making it an essential aspect of their operational framework.

About NetToyota Zone Kobe

Company Name: NetToyota Zone Kobe Co., Ltd.
President: Hidetaka Sakado
Location: 4-2-12 Isobecho, Chuo-ku, Kobe, Hyogo (Toyota’s Headquarters Building 6th Floor)
Business Activities: New and used car sales for Toyota and Lexus, maintenance services, insurance agency operations, and specialized stores for care vehicles and services.
Website

About KaiKura

KaiKura is an advanced communication platform designed to manage customer conversations through the cloud. By organizing various communication histories—including calls, emails, SMS, and more—it prevents knowledge silos and ensures high-quality customer service regardless of who is answering the call. Since its launch in August 2014, it has been adopted by over 3,000 companies and achieved a remarkable retention rate of 99.9%. KaiKura continues to evolve, winning several awards for its quality of service and customization capabilities.
Official KaiKura Website

About Shinka

Company Name: Shinka Co., Ltd.
CEO: Takahiro Ejiri
Headquarters: 3-17 Kanda Nishikicho, Chiyoda-ku, Tokyo
Established: January 8, 2014
Business Focus: IT system planning, development, and operation, cloud service product planning and development.
Website

Through KaiKura's innovative approach, Shinka and NetToyota Zone Kobe continue to set new benchmarks in digital customer interactions, paving the way for future advancements in customer experience.