Maruhan Implements Shoprun to Enhance Service Quality in 100 Pachinko Halls

Maruhan Enhances Service Quality with Shoprun Implementation

In a significant move towards modernizing customer service in the pachinko industry, Maruhan Corporation, particularly its East Japan Company, has announced the full-scale deployment of the cloud service Shoprun, developed by Dream Arts Inc. Starting April 2026, this initiative will impact approximately 100 pachinko halls, fundamentally transforming how information is shared among employees.

Background of the Shoprun Implementation: Moving Beyond Paper

Maruhan is guided by its motto, "Joy in Life," and operates various leisure businesses including pachinko. With a transition to a company-operated structure in 2021, each company under Maruhan has been encouraged to adapt its services. This shift has fostered a culture where customer interaction is prioritized, with emphasis on what they term "hospitality" over mere service. The East Japan Company, in an effort to digitize and reduce paper usage across its operations, has been pushing for greater efficiency within its framework.

Despite these efforts, the existing system relied heavily on printed instructions and communication, creating gaps in information distribution. Consequently, staff struggled to access necessary data promptly. Critical communication between headquarters and each store could not always ensure that every employee was updated on procedural changes, customer interactions, or available merchandise—leading to potential declines in service quality.

To address these hurdles, Maruhan opted to implement Shoprun to establish a unified platform where every employee can instantly access relevant information.

Real-Time Information Sharing with Shoprun

By integrating Shoprun at approximately 100 locations, Maruhan has digitized communications and directives flowing from the headquarters to the stores. This change not only promotes significant reductions in paper usage but also allows staff to share top service experiences and knowledge instantly. As a result, queries via intercom have decreased, enabling personnel to focus more appropriately on customer service. Furthermore, staff can now tailor applications according to specific challenges faced in their respective venues.