#Japan #Tokyo #Pet Insurance #Omnia LINK #VoC Analysis

Introduction

In a significant move toward enhancing its customer service capabilities, Pet Medical Support, Inc. has implemented the Omnia LINK cloud PBX and call center system provided by Bewith Corporation. This strategic decision aims to improve the quality and efficiency of managing customer interactions, particularly for their pet insurance products under the name PS Insurance.

Background of the Implementation

Pet Medical Support operates as a small-scale short-term insurance provider focusing on pet health. Beginning in 2022, the company recognized the importance of establishing a direct communication channel through a dedicated call center, which it describes as the 'window of trust and reliability' for its customers. Previously, most call center operations were outsourced. However, driven by the desire to enhance service quality and customer satisfaction, Pet Medical Support decided to internalize its call center operations. To support this transition, a modern call center system was necessary.

Selection Criteria for Omnia LINK

One of the primary criteria for choosing the call center system was the need for an effective Interactive Voice Response (IVR) feature. This functionality enables the appropriate distribution of customer inquiries among operators based on the types of calls received. The capacity to consolidate multiple incoming calls into a single system was considered essential, along with the ability to visualize call center operation, whether managed internally or through external partners. Omnia LINK was selected for its ability to meet these requirements and its cost-effectiveness.

Impact of Omnia LINK's Implementation

Since the adoption of Omnia LINK in April 2023, Pet Medical Support has successfully centralized several incoming call lines and streamlined the operator assignment process based on IVR selections. Utilization of the same system across both internal staff and external partners has led to integrated management operations. As a result, the efficiency of call center management has improved significantly. The system's seat map function allows managers to monitor operator post-call processing times effortlessly, while the addition of real-time speech-to-text (STT) capabilities enables multiple operators to be monitored via text simultaneously. Initially, there were challenges with response rates, but the effective use of Omnia LINK has achieved a remarkable response rate of 96%.

Pet Medical Support is now actively analyzing customer feedback through STT technology to enhance Frequently Asked Questions (FAQs) and commit to continuous service improvement by staying attuned to customer needs.

About Omnia LINK

Omnia LINK is a cloud-based call center system designed from the field experience of Bewith, a company specializing in call center operations. The system features high-precision voice recognition for real-time text conversion and includes a wide array of advanced functionalities tailored for call centers. This enhances operational efficiency for both operators and supervisors, significantly increases productivity and quality within call centers, and supports the development of remote call center capabilities.

For a detailed case study interview with Pet Medical Support Inc., please visit here.

Company Overview of Pet Medical Support, Inc.

• - Company Name: Pet Medical Support, Inc.
• - Location: 2nd Floor, Aoyama Tower Place, 8-4-14 Akasaka, Minato-ku, Tokyo
• - Established: April 19, 2007
• - Representative: Akihito Yonemitsu, CEO
• - Business: Registered as a small-scale short-term insurance provider - Kanto Finance Bureau (Small-scale short-term insurance) Registration No. 24
• - Website: pshoken.co.jp

Company Overview of Bewith Corporation

Bewith Corporation offers contact center operations centered around its cloud-based PBX Omnia LINK, remote contact center services 'Bewith Digital Work Place,' and various digital solutions utilizing AI-OCR and RPA technologies. They also provide an educational platform with automatic monitoring via speech recognition named 'Qua-cle.'

• - Company Name: Bewith Corporation
• - Location: 32nd Floor, Shinjuku Park Tower, 3-7-1 Nishi-Shinjuku, Shinjuku-ku, Tokyo
• - Established: May 12, 2000
• - Representative: Kenji Iijima, CEO
• - Business: Offering contact center and BPO services using proprietary cloud technologies and developing various AI and digital transformation solutions.
• - Website: bewith.net