Case Studies
Logistics/Transport/Rail/Post
Central Nippon Expressway Co.,Ltd.
It's intuitive! "Ease of use" is the biggest attraction
~ FastHelp realizes center management and company-wide use with an emphasis on the customer's point of view ~
- Implemented Products/Solutions
- FastHelp
On-Premises Type
Interview Subject
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Manager, CS Promotion Section, Corporate Planning Department, Corporate Planning DivisionMr. Takushi Suzuki
Pre-implementation Issues
- The black box of the system
- System modification and maintenance are complicated, and it is not possible to respond flexibly to work.
- Information governance, such as personal information and data browsing history, needs to be strengthened
Effects After Implementation
- Intuitive user interface for wide use across the enterprise
- You can change items with simple operations, making it easier to use and arrange.
- It is possible to control the disclosure of personal information and grasp the data browsing history, realizing safe and secure operation.
Central Japan Expressway Co., Ltd. (hereinafter referred to as "Central Japan Expressway"), which is engaged in expressway construction and maintenance service business in the Central Japan region, places "constant efforts to improve the safety and enhancement of expressway functions" at the top of its management policy, and aggregates customer inquiries, opinions, and requests at the "Customer Service Center". We are working on various measures while giving top priority to the safety of our customers.
We asked in detail about the background of their decision to choose TechMatrix's CRM system "FastHelp" as the foundation for an organization that sincerely addresses such customer feedback.
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Safety is the top priority, and thinking from the customer's point of view is a proposition.
Central Japan Expressway, widely known as "NEXCO Central Japan", is engaged in expressway projects such as expressway construction, maintenance, and service projects in the Central Japan region, as well as related businesses such as service area projects, regional development projects around interchanges, and tourism promotion projects.
The company's corporate statement is "safer and smoother," and its management philosophy is to "put safety first and foremost," and its basic stance is to "think from the customer's point of view." Mr. Suzuki says, "In order to think from the customer's point of view, it is important to create a system to collect their voices and provide feedback to the entire company.
”The centerpiece of these efforts is the operation of the Customer Center, which is responsible for collecting customer feedback through various channels and listening sincerely to the feedback,” he says.
A work scheme that allows all employees to refer to all customer voices
Established in 2008, the 24-hour, 365-day customer service center collects customer feedback not only through toll-free numbers and emails but also via highway posts, where customers can fill out and submit opinion questionnaires placed in rest facilities.
The number of these feedbacks has grown to exceed 460,000 annually in the 2018 fiscal year. Typically, they receive about 1,000 inquiries per day, but during natural disasters that could affect highway usage, such as heavy snow or typhoons, they may receive over 20,000 inquiries in a single day
"In order to think from the customer's point of view, we share the voices of all employees and create an environment where the departments in charge can discuss events that have occurred," Mr. Suzuki explains.
■ Figure 1: Overview of Customer Feedback Collection by Central Nippon Expressway
This customer voice is registered and accumulated by the contact center CRM system "FastHelp".
FastHelp is used as the core system of the customer service center, and after receiving inquiries from various channels such as telephone, the center takes the first action if it can be resolved. If the request is not completed at the center, the customer service center will contact the department in charge, and the member of the department in charge inputs the confirmation result and response policy into FastHelp, making progress management.
In addition, anyone can view call information such as response details other than personal information accumulated in FastHelp, but the information that should be communicated to the department in charge is selected in advance and notified by e-mail.
FastHelp Enables Safe and Secure Center Operations
Prior to the introduction of FastHelp, the system had been modified and used in other package systems, but due to repeated modifications, the system became a black box, and further modifications were not possible.
The disclosure of personal information can only be controlled on a departmental basis, and a new mechanism was required from the perspective of information governance.
"Since it takes an enormous amount of time and money to renovate the system, it was an urgent issue to move to a highly versatile system," Suzuki explains. While looking at several products, FastHelp caught the company's eye.
When asked why he chose FastHelp as the foundation for his customer service center, Mr. Suzuki cited ease of use as the top priority. He emphasizes that "as a system that is used by all employees other than call center members, it is meaningless unless it is easy for everyone to use." In fact, Mr. Suzuki himself had never seen the FastHelp manual, and he appreciated the fact that anyone could operate it intuitively.
In addition to being easy for anyone to use immediately, one of the attractions is that the range of functions that can be controlled by the user's settings, such as changing the layout and color of items such as display, hiding, and ordering, is also very wide.
"I think it's complicated because it has a lot of functions, but it's designed to look very easy to use, and the basic design is very simple, with the branches and leaves being complicated. And I feel that it is designed so that the system can be changed according to the business, rather than matching the business to the system. So I think it's very easy to use."
In addition, even if it is used by a large number of members, it is also evaluated that the license system is cost-effective.
On the other hand, it is also important for the company, which places the highest priority on safety, that it is a secure system.
Inquiry e-mails sent to the customer service center can be sent and received on FastHelp, which is linked to the e-mail system, and all personal information described in e-mails can be completed within FastHelp so that the personal information described in the e-mails is not dispersed.
In particular, since the management of personal information is an important part of safety, in fact, only the responder can view the personal information registered in FastHelp, and after the response is completed, only the personal information is deleted after a certain period of time.
"With FastHelp, you can now set the right to view personal information for each employee, and all the information that has been logged, such as who has been in charge, whether the person in charge has changed, and who has viewed the personal information, and it cannot be printed on paper or copied and pasted, so it is safe and secure." Mr. Suzuki explains the high level of safety.
Ease of use is the biggest attraction
In addition, Mr. Suzuki said that the search function is one of the excellent functions. "If you set the flags for each event in advance, you can list them by simply selecting the flag when searching (Fig. 2).
■ Figure 2: Search screen ① filtering by inquiry type
It is very convenient because a quick response is required when making an inquiry. In addition, it is easy to use it for report creation, such as extracting data for each flag and outputting it in CSV. What's even more pleasing is the full-text search function, which allows you to quickly reach the desired information by simply entering the keywords you need (Fig. 3)."
■ Figure 3: Search screen ② Narrowing down by full-text search
In fact, there are inquiries that are received only once every few years, in which case it is necessary to check the past correspondence history. Even in such cases, it is very helpful to be able to quickly find the target data from a large amount of accumulated past information by narrowing down the keywords.
Not only the staff at the customer service center, but also employees in other departments who provide secondary support talk about the appeal of FastHelp, saying that it is designed to make it easy to grasp their own tasks. "The department in charge of receiving a response request displays a list of the contents of the request addressed to the person, and it disappears from the list when the actual response is completed, making it easier to understand the remaining tasks of the person in charge," says Suzuki. (Fig. 4)
■ Figure 4: List of tasks in charge
Additionally, the support system of TechMatrix was also highly evaluated. 'The tools for analyzing and aggregating information collected at the center may change depending on the situation, but the CRM system, which serves as a database for sharing information across the company, is something we would like to use for as long as possible. The company's approach of continuing to support older versions provides peace of mind,' said Mr. Suzuki
We will collect customer feedback by sharing our know-how company-wide and expanding channels.
By introducing FastHelp, not only can the display and concealment of personal information be controlled, but it has also become possible to closely monitor who is viewing the information," said Mr. Suzuki. "If there are departments with low usage rates, it helps in considering the next steps to improve information dissemination and contributes to activities aimed at improvement
"Currently, all customer inquiries and feedback are centralized at the customer service center, but this has led to some issues. One of the problems is that the knowledge of first-response handling has become too concentrated at the center, and it hasn't been shared with the departments that should focus on the customer perspective. 'When you're not familiar with the actual handling methods, it must be difficult to think from the customer's point of view. That's why we are considering using FastHelp's template feature to share the handling methods across the entire company,' says Mr. Suzuki."
Additionally, in order to respond to changes in the customer's environment, we aim to continuously review and improve our existing business schemes. Recently, the number of phone inquiries has been decreasing, so we need to actively analyze SNS and other channels to capture customer feedback and gather information related to safety and needs. 'We will not only focus on phone calls but also strengthen our responses to new contact points. Moving forward, we are committed to creating an environment where customers can use our services safely, comfortably, and with peace of mind,' Mr. Suzuki said, expressing his enthusiasm for the future.
Creation DateApril 2020
The information provided is accurate as of March 2020.
- Company Name
- Central Nippon Expressway Co.,Ltd.
- Established
- 1 October 2005
- Business Outline
- Expressway construction, maintenance, and service projects, service area projects, regional development projects around interchanges, tourism promotion projects, etc. in the Central Japan area
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- Phone:
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(Thai Local time)
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- Form/email
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- Help Center