#Customer Support #MOBILUS #Sanden Retail Systems

Sanden Retail Systems Partners with Mobilus for Customer Experience Enhancement

In a significant shift in customer support strategy, Sanden Retail Systems, a major manufacturer of vending machines and refrigeration showcases, has completely transformed its customer service approach by partnering with Mobilus Inc., a Tokyo-based company specializing in customer experience solutions. This collaboration has led to the implementation of Mobilus's products, including the human chat tool "MOBI AGENT" and the AI chatbot "MOBI BOT", alongside the LINE segmentation distribution system known as "MOBI CAST".

The primary objective behind adopting these technologies was to address challenges associated with phone inquiries at their customer center and enhance communication efficiency with equipment installation personnel nationwide. The adoption of this system allows Sanden Retail Systems to phase out its traditional phone-based support by March 2025, moving entirely to web-based chat and official LINE accounts for customer inquiries.

As a result of this transition, the company has reported a staggering 93% reduction in overall inquiries and a 75% decrease in operator personnel, significantly streamlining customer support operations. Furthermore, starting in June 2025, Sanden Retail Systems will introduce a new LINE official account specifically for facilitating communication with frontline staff involved in the installation of coffee machines in major convenience stores. By utilizing "MOBI AGENT", "MOBI BOT", and "MOBI CAST", the company aims to improve the distribution of manuals and parts information, further cutting the workforce involved in information dissemination by half.

Introduction of New Communication Channels

Sanden Retail Systems has launched two new LINE official accounts: "Sanden Retail Systems Customer Support" and "Sanden Retail Systems Business Support" to facilitate effective information dissemination. By employing the functionalities of "MOBI AGENT" for receiving inquiries about repairs and inspections of their products and services, the company initiated operations on their official website in January 2025 and on LINE by April 2025. This move marks the complete shift of their customer support functions from telephone to web and LINE platforms by March 2025, thus achieving notable efficiency in their operations.

With the introduction of the LINE account for supporting installation operations for convenience stores, Sanden Retail Systems will also be able to ensure timely delivery of updates and technical material to hundreds of installation staff nationwide using the tools provided by Mobilus, thus streamlining their operations.

Background of the Initiative

Sanden Retail Systems has established itself as a leader in manufacturing vending machines for beverages and has expanded into the installation and maintenance of refrigeration showcases. Their presence in the domestic market is formidable, catering to numerous major convenience store chains. The recent surge in demand for contactless sales led to the success of their automated vending machine,