How R3 Institute and Broad Enterprise Transformed Operations with gusuku Customine

Transforming Operational Efficiency with gusuku Customine

In a groundbreaking collaboration, R3 Institute and Broad Enterprise have reported significant improvements in business operations driven by the implementation of the no-code service, gusuku Customine, alongside the kintone platform. This system allows organizations to tackle the challenges of process personalization and enable seamless transitions in responsibility.

Background of Broad Enterprise

Based in Osaka, Japan, Broad Enterprise specializes in enhancing the value of residential buildings through services such as high-speed internet installations and IoT intercom systems. However, the company faced hurdles in managing multiple stages of operations—contracting, installation, and maintenance. Prior to implementing gusuku Customine, the organization struggled with information fragmentation and excessive reliance on key personnel, which hampered efficiency and growth.

The introduction of kintone offered some relief, allowing for JavaScript customizations. Despite this, the dependency on external contractors for operational enhancements led to a gradual obscuration of system functionality. Consequently, when personnel changed, the momentum for improvements waned; important initiatives stuttered, and critical knowledge risked being lost.

Introduction of gusuku Customine

The turning point came in 2022 with the integration of gusuku Customine. This innovative tool allows businesses to establish their operational logic independently of JavaScript, fostering an environment where internal teams can initiate and manage modifications without external intervention. Key advancements from this integration include:

Streamlined In-Home Adjustment Processes

With a focus on re-engineering internal coordination, the company transformed its previously telephone-centric scheduling into a unified application-driven process. This new setup integrates QR code-based service requests, management of available dates, and constructed workflows that connect multiple applications to oversee the project from application to completion seamlessly.

Enhanced Call Center Operations

The efficiency of the call center also saw substantial improvements. Implementing a structured approach for customers to input queries—via multiple-choice selections—along with features like one-click registration and automatic data entry, has simplified the process. With access to historical inquiry data, call staff can now handle inquiries over the phone and email more accurately and swiftly.

The Results of Implementation

These strategic efforts yielded promising results, including:

Significant Labor Reduction in In-Home Adjustments

With the newly structured system, customers can select available dates through QR codes, effectively shrinking operational workload by 75% compared to traditional methods. Consequently, the company managed to maintain a robust framework capable of handling approximately 2,000 units across 1,100 properties without compromising efficiency.

Increased Efficiency and Accuracy in Customer Service

The new inquiry handling process, supported by choice-based inputs and reduced effort for documentation, improved both response times and accuracy. Centralizing data management for both calls and emails facilitated a significant uptick in service quality and operational effectiveness.

Establishment of a Sustainable Improvement Framework

By moving away from the previously opaque JavaScript-driven operations, Broad Enterprise has established a self-sustaining environment for ongoing enhancements. This represents a crucial shift—enabling continuous improvements irrespective of personnel changes.

Conclusion

The case study illuminates how R3 Institute and Broad Enterprise navigated the complexities of operational inefficiencies, emerging with a robust framework that ensures sustainability in business improvements. In essence, the transition to gusuku Customine has empowered Broad Enterprise to foster a culture of continuous enhancement.