Examples of usage

• Use Case 01. "The Need for CRM in the Hospital and Medical Industry"

  Customer Relationship Management (CRM) systems are becoming essential for hospital operations in the future, as they improve the quality of medical services, promote collaboration between staff, and reduce workloads by streamlining operations.

  CRM promises to bring benefits through information sharing. By centralizing all information, such as conversations with patients, doctor's assessments, and test data, and sharing it with the entire team, including medical professionals, administrative staff, and care management, it becomes possible to provide more efficient medical care and services. Furthermore, by managing customer information, it becomes possible to create better treatment plans that are tailored to each individual patient, rather than relying on a manual approach.

  As customer needs for medical care become more diverse in the future, utilizing CRM to provide highly satisfying treatments and services will be an important factor in differentiating hospitals from other companies.

  01

  All materials are archived and can be viewed at any time

  Example of a general hospital rooted in the community

  Task The hospital held management meetings once a week, but the large number of paper documents was an issue. An average of 1 sheets of paper were distributed at each meeting. Important documents, as well as documents that may be needed in the future, could not be discarded, and the number continued to grow. It was difficult to find and review information, and the use of the documents was not increasing.

  improvement After implementing CRM, all documents were archived. Going paperless eliminated the need for distributed documents, and the amount of work involved in preparing for meetings was significantly reduced. Another major benefit was that the documents were archived, allowing necessary documents to be searched and viewed immediately. Being able to freely view past documents at any time is likely to lead to better medical care.

  02

  Issues before introduction

  40% reduction in administrative work time for managing accounts receivable

  Task The problem was that unpaid fees for patients transported to the emergency department could not be managed efficiently, which led to delays in collection. Although an unpaid fees management system had been created within the medical accounting system that had been used up until then, it was not customizable and the number of items to be managed had increased too much, which was the cause of the system not functioning properly.

  improvement By implementing all systems, such as medical accounting and customer management, through CRM, we were able to see the status of outstanding payments at a glance. Patients with outstanding payments could be easily listed, and reminder letters could be printed all at once without having to check each one individually. The task of compiling reports on reminder results has also become easier, significantly reducing the burden on staff.

  03

  Information sharing has become possible, stimulating team medical care

  A case study of a hospital struggling with information sharing both inside and outside the hospital

  Task Due to security concerns, information could not be shared with outside parties, and doctors who travel frequently, part-time doctors, and senior staff members complained that they would be in trouble if they could not understand the situation within the hospital in real time.In addition, sharing information with outside parties was becoming an urgent need in order to strengthen communication with satellite facilities.

  improvement The introduction of the new CRM has enabled secure information access, allowing all staff, including doctors and upper management, to check the status of the hospital from anywhere. This has eliminated the need for doctors who are out of the office or who work part-time to check the status by phone, and has improved the work efficiency of hospital staff. Cooperation with satellite facilities has also become smoother, and the hospital is pleased that a team-based medical system is now in place.

• Use Case 02. "The Need for CRM in the Banking and Financial Industry"

  For banks to make their presence felt in an increasingly tough financial market, they must provide attentive services to customers with diverse needs. To do this, they must efficiently collect and analyze the feedback and requests they receive from customers and strive to increase customer satisfaction.

  While typical CRM systems allow you to view customer information (personal information, account information, etc.), it is difficult to analyze that data from multiple angles and use it for strategic approaches.However, with a platform-based CRM (total optimization CRM) that can manage all points of contact with customers, it is possible to discover hidden customer needs from accumulated data and provide better service.

  If you can provide each user with the best possible service, product, and information, customer satisfaction will naturally improve. Word of mouth will spread, and achieving a great customer experience will no longer be a dream.

  01

  Instructions to sales staff are given more quickly, allowing for more time to respond to customers.

  Case study of a major bank struggling with inconsistent sales activities

  Task Although various attempts have been made in the sales department up until now, the problem was that results varied greatly depending on the skills of each individual.In addition, the planning department and customer service departments needed to develop flexible services to meet the changing needs of customers.

  improvement After implementing the platform-based CRM, instructions to salespeople could be viewed on a PC screen, reducing the time lost when giving instructions face-to-face. This allowed salespeople to spend more time interacting with customers. Furthermore, based on the accumulated customer management data, it became possible to develop numerous plans in a short span of time.

  02

  Centralizing information takes a step forward toward organized sales

  A case study of a regional bank aiming to centralize customer management

  Task Until now, customer information had been managed using a variety of tools and methods, which meant it took time to get a complete picture of the customer. One of the drawbacks was that it took time for branch managers and headquarters to check the data, making it difficult to provide support in a timely manner.

  improvement CRM centralizes customer information that was previously managed separately, allowing for surprisingly fast access to customer information. Work efficiency has improved dramatically, allowing for more time to be devoted to sales activities. Furthermore, instructions from branch and division managers can now be given at the appropriate time, bringing us one step closer to our goal of organized sales.

  03

  Easier and faster recording of sales activities

  A case study of a credit union where reducing the burden on salespeople is an issue

  Task Salespeople at Shinkin banks often have to make deposits and run miscellaneous tasks on behalf of others, and it is a tedious task for them to return to the branch after completing all their work and record the day's activities. Due to their busy schedules, there were many cases of omissions and missing information. Another issue was the increasing need to understand and manage all information in a rational manner in order to make sales activities function more effectively.

  improvement Activity records, which were previously written on paper, can now be simply entered on a tablet. The advantage of a tablet is that the necessary information for each item can be easily entered, preventing omissions and missing information. Another great advantage is that you can enter information even when you're out and about, so you can enter information immediately after negotiations or business meetings. The accuracy of the information is improved in real time, and it can now be shared and utilized by all salespeople.

• Use Case 03. "The Need for CRM in the Real Estate Industry"

  Until now, the real estate industry has relied mainly on acquiring new customers through flyers and in-store advertising, but now the strategy is shifting to retaining existing customers. This has led to an increased emphasis on customer management, and the introduction of CRM is progressing.

  CRM can manage all points of contact with customers, allowing you to fully grasp customer information (such as name, age, gender, family composition, and inquiries) and interactions with salespeople. By gaining a deeper understanding of each customer's information, you can provide more courteous and accurate responses and services.

  *For example, by entering detailed customer preferences into CRM, you can instantly search for and guide them to properties they like.

  Providing services tailored to individual needs leads to increased customer satisfaction and reliability, and also increases customer retention rates. By gaining the trust of existing customers, your reputation will spread, and you can expect to gain new customers.

  01

  To make effective use of accumulated data

  Case study of a housing division that is experiencing limitations in its own customer management

  Task This case was taken at the housing division of a major company. They were managing customers and properties using a proprietary system, but the system only accumulated data and was unable to keep up with the expansion of their business and the diversification of their services. However, adapting the system to keep up with the changing business and services was difficult in terms of time and cost, so they urgently needed to introduce a new system.

  improvement After the introduction of the new CRM system, it became possible to handle not only past data but also data that is expected to expand in the future. It is now possible to search and output accumulated data from various perspectives, which is expected to improve customer service and satisfaction, as well as strengthen competitiveness. It also opens up new possibilities for new endeavors through collaboration with other departments.

  02

  Instant information sharing speeds up sales activities

  A real estate company urgently needs to collaborate with its various departments

  Task To provide a service with high customer satisfaction, there was an urgent need for collaboration between teams from various internal departments, such as sales activities, construction, and replanning. However, there was no system for safely and efficiently sharing the necessary customer information, which delayed the realization of one-stop service.

  improvement By integrating data from each department using CRM, the efficiency and speed of sales activities has increased. By utilizing mobile devices, the system can be used from anywhere, allowing for immediate access to information. Customer requests can now be entered while they are still fresh in our minds, allowing for quick sharing and response.

  03

  Intuitive usability is well-received in the field and improves work efficiency

  A case study of a major real estate company looking to rebuild its CRM

  Task The CRM they had originally implemented had too many functions, making it difficult to use and preventing them from fully utilizing their original functions. Even if they wanted to create the necessary system, it required specialized knowledge, making it out of their reach. User briefing sessions were held from time to time, but it was difficult to understand, so they ended up calling in a specialized engineer to program it for them.

  improvement The new CRM is intuitive to use, so even staff who aren't very good with machines can quickly master it. It is now possible to extract specific data from customer information, analyze information such as where they saw the information before visiting the store, and use this information to improve sales. Not only is it easy to use, but it is also easy to customize, so staff can add new fields and create applications on their own. This has also reduced the cost of having to request customization from engineers.

• Use Case 04. "The Need for CRM in the Insurance Industry"

  The insurance industry, which has traditionally been "product-focused," is now transforming into a "customer-focused" sales and service industry. CRM systems are gaining attention as a tool for responding to new customer needs and strengthening internal collaboration.

  If you can manage all of your relationships with customers using CRM, you can take action by anticipating the services your customers want now and those they will need in the future. If you can understand when it's time to review your insurance or when life events will occur, and make sales at the right time, you can expect to improve customer satisfaction and business performance.

  In addition, data such as agreements with customers, the process leading up to the contract, and the details of complaints can also be stored and shared digitally. Sharing information makes follow-up between teams smoother and can be used to improve operations.

  01

  All staff can provide the same level of customer service

  CRM system implementation examples in the insurance industry

  Task The company faced the challenge of not being able to respond to inquiries promptly when the sales representative was unavailable due to insufficient sharing of customer information. This could lead to missed opportunities and a decline in customer satisfaction. Furthermore, the overall status of sales representatives' activities was not grasped, and areas for improvement that needed to be identified remained unaddressed.

  improvement By centralizing and sharing customer information, it is now possible to provide the same level of customer service even without a dedicated person in charge. They have also been able to build a system that reflects analytical data such as customer purchasing activity in content, and the success rate has continued to increase. All staff can now share information about the status of sales activities, allowing them to think about how to proceed with work more efficiently. As a result, they have been able to streamline their operations and focus more on sales activities.

  02

  Smoother information sharing leads to appropriate customer service

  An insurance company that needed to visualize its sales activities

  Task Previously, customer information was managed in a core system, but information held by the sales department, such as requests for materials, inquiries, and renewal dates for insurance policies from prospective customers, could not be shared across the entire company. Another issue was that it was difficult for the sales department to grasp the activities of agents. There was a need to visualize sales activities across the entire company.

  improvement The introduction of the new CRM has consolidated data that had not been fully utilized before. This has enabled the information held by the sales department to be shared across the entire company, allowing for appropriate follow-up on work that tends to be delayed. In addition, the activity status of agents can be checked in real time, making it possible for the sales department to assign the appropriate person in charge. It is expected that business performance will improve by eliminating work delays and customer dissatisfaction.

  03

  Integrate all your content into one place and make more use of your information

  Case study of an insurance company that is unable to fully utilize customer information in sales activities

  Task Because content such as sales activity history, performance, and financial institution information was managed on separate platforms, it was difficult to share information. As this meant that valuable customer information could not be utilized in sales activities, there was an urgent need to integrate the previous platforms into a single system.

  improvement The content that had previously been managed separately was migrated to a cloud service and integrated into a sales support system. It is now possible to link various data and display them in a list, allowing a variety of tasks to be performed on a single system (various applications, information management, reporting, etc.). Access from outside the company is also possible using tablet devices, which has improved the efficiency of sales activities and customer support.

• Use Case 05. "The Need for CRM in the Automotive Industry"

  The automotive industry is one that is undergoing dramatic change. Customer relationship management systems are diversifying, moving from being car-centric to being customer-centric. Forward-thinking automakers are already emphasizing not only the need to increase the number of customers, but also the need for more effective and cost-effective customer relationship management.

  To achieve this, a CRM system that can manage all customer relationships is essential. In sales, it analyzes the customer's family structure, life plan, and lifestyle, and determines when and what kind of car to promote. By conducting sales activities from the customer's perspective, it is possible to expect to provide a service that is more satisfying.

  01

  To be able to offer proposals that customers want now

  A case study of a company that was facing the challenge of improving service through customer management

  Task We wanted to understand the background and thoughts of each customer and propose value that would not only benefit their car but also their lifestyle. To do this, we needed to get more detailed information about our customers and visualize the salespeople's approach.

  improvement CRM allows for in-depth analysis of customer information, enabling them to propose optimal car replacement timing and methods. Customers have responded well, and they are gradually beginning to be able to propose lifestyle ideas through cars. Furthermore, by centralizing information, even when the person in charge is absent, substitute staff can provide smooth support.

  02

  Enables personalized responses for each customer

  A case study of an automobile manufacturer that was rushing to centralize customer management

  Task This case study was conducted at an Indian subsidiary of a major Japanese automobile manufacturer. Customer management was not centralized, which had a negative impact on the customer experience and led to a decline in sales. Another issue was that, because they were unable to grasp all interactions with customers, they were unable to take actions that would lead to customer satisfaction and a positive experience, such as sending postcards or emails to customers who visited the store.

  improvement CRM enabled the company to centrally view customer information and response history. This enabled deeper insight into the data, enabling personalized service communication for each customer. Furthermore, the ability to quickly search for information reduced the company's average call handling time by around 15%, improving operational efficiency.

  03

  Quality improvement based on feedback from past experiences

  CRM implementation case study for responding to and preventing defects

  Task Managing defect information and solution data is crucial for product quality control. However, the quality control that this automaker was implementing only covered progress confirmation and global information sharing, and they were not able to implement a quality improvement cycle.

  improvement CRM has established a preventative activity system where engineers can access the information learned from defect corrections and use it in the development of the next product. This has enabled the smooth implementation of the PDCA cycle for improvements, allowing past data to be organized and fed forward to the next vehicle. This has significantly reduced the number of defects, improved productivity and quality levels, and is expected to improve customer satisfaction.

• Use Case 06. "The Need for CRM in the Call Center Industry"

  Call centers, which connect customers and companies, are departments that greatly influence a company's image and performance. As customer needs become more diverse, they are becoming increasingly important, and many companies are introducing CRM to improve customer management and service.

  CRM systems, which can manage all customer contact points, also include the CTI systems necessary for call centers. While CTI systems are used only to respond to customer inquiries and requests, CRM centralizes all customer information and makes it possible to utilize it in business operations. This allows you to analyze each customer's dissatisfaction and expectations and improve satisfaction through individualized responses. CRM is also effective in providing a positive customer experience, which will become even more important in the future.

  01

  To be able to guide customers to the operator best suited to their inquiry

  Case studies of companies seeking to improve call center efficiency

  Task Not only did the number of inquiries coming into the call center increase sharply, but the content of those inquiries also became more diverse and complex. This increased the time it took per inquiry and placed a greater burden on operators. This also meant that customers had to wait longer, which led to growing dissatisfaction, which was another issue.

  improvement After implementing CRM, we were able to connect calls to the most appropriate operator depending on the content of the inquiry. This has shortened response times and reduced customer dissatisfaction. Another benefit is that we can monitor the number of calls in real time, which means we can now increase the number of operators for inquiries that receive a lot of attention. In the future, we hope to link this with customer management information and aim to provide even more accurate services.

  02

  Integrating three systems to improve business efficiency

  Case study of a consumer finance company's call center struggling to centralize information

  Task Three systems related to customer inquiries were built and operated by different vendors, and customer management was not centralized. Contact with customers was also handled through each individual system, making operations complicated. Furthermore, the three systems did not work well together, making it difficult to streamline on-site operations.

  improvement We have integrated three systems that had previously been managed separately, and consolidated the database into one place. This has optimized the call center functions and systems, and made it possible to expand functions and perform maintenance management in-house. Linking with customer information has also become smoother, improving work efficiency. Because CRM is a system that allows for a very wide range of customer management, we aim to use it in a variety of business operations, not just the call center.

  03

  Achieves data centralization and improved processing speed

  Case study of a call center handling accident response etc.

  Task This case study was conducted at a call center specializing in accident response and roadside assistance. Accident information received via phone, fax, and data transfer was managed separately, which made cross-referencing difficult and complicated the work process. Additionally, accident situation diagrams were created to hand over to subsequent tasks, but this was only done on paper. Creating documents took up too much time, which hindered work efficiency, creating an issue.

  improvement Accident information received in various forms is now managed centrally through multi-channel data sharing. All information can now be viewed at once on the easy-to-use twin displays, reducing the amount of work required. In addition, accident situation diagrams are scanned and digitized. This has improved processing speed and made it easier to transfer and coordinate with subsequent tasks.

• Use Case 07. "The Need for CRM in the Travel Agency Industry"

  To enhance the services offered by travel agencies, strategic activities based on thorough customer management are necessary.

  Travel agencies have a variety of channels, including stores, websites, and call centers, but by centrally managing and analyzing the data obtained from these channels, they can implement promotions that are tailored to each individual customer. Appropriate promotions not only increase customer repeat rates, but are also effective in acquiring new customers. This allows them to take the initiative in sales, rather than simply responding to requests and inquiries from users.

  01

  Customer behavior analysis enables strategic sales activities

  Travel agency aims to strengthen relationships with users through CRM-based customer management

  Task This is an example from a travel agency in Okinawa. While the number of international travelers is increasing, the number of domestic travelers is decreasing, making it difficult to increase sales by simply acquiring new customers through flyers. This is where they came up with the idea of utilizing CRM. They decided to launch a CRM project with the aim of deepening relationships with existing customers.

  improvement By analyzing customer information using CRM, the company was able to visualize user trends. It was discovered that many users return to Okinawa within a year, which enabled strategic sales activities such as coming up with promotional ideas to target this. The staff also became aware of the need to attract repeat customers, and proactive actions to achieve this were visible.

  02

  Simplifying the input of sales reports and utilizing customer information

  CRM implementation example aimed at managing salespeople's behavior and reducing their workload

  Task This is a case study of a travel agency that mainly handles corporate group travel. They were using Excel worksheets to manage accounting and daily reports, but it was difficult to manage the sales staff's goals and achievements, so they needed to introduce and build a better system. Furthermore, because inputting data using Excel was time-consuming and management tended to be complicated, they were only managing the data and had not yet fully utilized it.

  improvement Using CRM's sales support system, salespeople can now intuitively input their daily reports and activity goals. Since the information entered in the schedule is automatically carried over, entering daily reports is extremely easy. By simply adding interactions with customers and comments, daily reports can now be created in no time. Furthermore, by sharing data such as past transaction status with customers, conversations have been able to proceed smoothly even when the person in charge at the other company changes.

  03

  Increased customer satisfaction through improved processing speed and response

  A major travel agency seeks to eliminate system performance concerns

  Task As smartphones and other mobile devices become more common, online travel reservations are on the rise. However, the system was not able to keep up with this trend, resulting in poor system response during peak access times. In order to reduce lost opportunities, it was essential to resolve performance issues.

  improvement With the introduction of the new system, the processing speed of the reservation system has increased by approximately 10 times. Waiting time from the web has been reduced to almost zero, and complex search conditions can now be handled with ease. This has resulted in new acquisition of customers who previously visited the site but were not able to be fully utilized. Customer satisfaction has also improved due to the smooth reservation process.

• Use Case 08. "The Need for CRM in the Hotel Industry"

  Sales in the hotel industry tend to be conservative, responding to reservations from prospective guests. However, to grow the business, it is important to encourage repeat use based on accumulated customer management information and efficiently acquire reservations from new customers.

  The system required for this is CRM, which can manage all points of contact with customers. By using CRM to analyze past customer data, you can clarify the purpose of use (tourism or business), age and gender distribution, etc., and understand your company's characteristics and strengths. By developing marketing based on this, you can expand your business and acquire new customers.

  CRM also makes it easy to provide follow-up services to further increase customer satisfaction, and to send direct mail for special occasions such as birthdays and anniversaries. This more detailed and executive-style hospitality can improve the customer experience.

  01

  The first move wins, so you can conduct aggressive sales activities

  Case study of a hotel struggling with inefficient sales activities

  Task Hotel management had become a "customer service" and sales activities were left to travel agencies, resulting in inefficient sales activities. Another issue was that salespeople were unable to present their company's strengths, which made them superior to competitors, resulting in passive sales. Furthermore, because information was not shared, the activities and challenges of individual salespeople were unclear, leading to a wide range of fluctuations in performance.

  improvement By implementing CRM, salespeople's activities and issues became visible and could now be shared across the entire organization. Problems such as the number of sales, their content, and whether key people were being met also became clear, enabling a proactive, strategic approach. Furthermore, for group clients, the timing for proposing welcome and farewell parties and events varies from client to client, but since being able to manage clients with CRM, the best times have become clearer.

  02

  Survey results can be compiled in real time and reflected in sales.

  Case study of a hotel facing challenges in utilizing customer data

  Task The hotel conducted surveys of guests who stayed at the hotel, but because the surveys were paper, collecting and compiling them took time and effort. This meant that data analysis could not be performed in real time, and the PDCA response rate was low. Customer feedback could not be effectively utilized, and sales results remained flat.

  improvement By switching to a style where customers can complete the survey via mobile, the response rate has steadily increased. By being able to collect and analyze comments such as requests and complaints in real time, the hotel's problems, areas for improvement, and strengths can be immediately identified, and this information can be reflected in daily customer service and sales.

  03

  Reservation data is automatically organized and management is visualized.

  A case study of a long-established inn struggling with information sharing

  Task A case study from a long-established hot spring inn. Previously, daily schedules were created from handwritten reservation records, but this made it difficult for staff to share information effectively and to respond to sudden changes. Additionally, Excel was used for customer management, but it took time to update online reservation data, making it impossible to utilize the information.

  improvement We implemented CRM and built a reservation ledger management and sales processing system. As a result, when online reservations are made, the information is automatically organized into categories such as overnight stays, day trips, banquets, and weddings, making it possible to visualize the reservation status for each room. In addition, all information can now be shared in real time among all staff, making it easy to understand who is doing what and where. This has also made it easier to respond to sudden calls from customers and changes.

• Use Case 09. "The Need for CRM in the Restaurant Industry"

  Customer management in restaurants is essential not only for dealing with repeat customers and acquiring new customers, but also for providing services that differentiate the restaurant from other restaurants. To do this, it is necessary to utilize data based on solid customer management and provide services that meet the needs of each customer.

  For example, CRM makes it easy to register and search data about customers. This function also makes it possible to quickly view customer preferences, allergies, and favorite wine brands, allowing all staff to provide consistent, attentive service.

  It also reduces irrelevant approaches, such as sending only dinner information to lunch customers. This allows for services tailored to the needs of each individual customer, which is expected to increase customer satisfaction and sales.

  01

  Sharing information enables stable customer service

  A restaurant case study where the challenge was to integrate different customer management systems for each store

  Task To increase customer satisfaction with the food and service they provide, each store has its own customer management system. However, the methods used differ from store to store, and when the store manager changes, the system also changes, creating a lack of continuity of information. In addition, in large stores, the number of direct mail pieces sent can exceed 7,000, which becomes a burden on the business.

  improvement By centralizing customer management for all stores in one CRM, customer information from each store can now be shared across all stores. This allows us to provide attentive service to customers who visit different stores, and satisfaction levels have increased. As for direct mail, by organizing and examining customer information, we have been able to eliminate sending mail to people whose addresses have changed or who have not visited the store for years.

  02

  Customer information can now be used in business

  A case study of a restaurant struggling with the complexity of managing customer information

  Task Until now, we had been managing our customers using Excel, but this meant that staff had to input data one by one, and we only had one PC to manage the information. This was difficult to use, and we only accumulated data, with very few opportunities to use it.

  improvement Since creating a reservation register in CRM, we have been able to gradually utilize customer information in our work. We can now control the number of staff we have by looking at the reservation data for that day (user age, number of people, reservation details, etc.), and the manager can also see the reservations of regular customers and properly greet them. Also, being able to check the reservation status from anywhere means we can respond immediately if something happens.

  03

  Improved customer awareness and service skills of staff

  A restaurant aims to share customer information and use it for services

  Task We created a customer ledger by inputting business cards from customers who made reservations for parties and banquets into Excel. However, this made it difficult to view and share customer information, making it difficult to use in customer service. Also, since the reservation ledger was paper-based, it took up a lot of space to store.

  improvement Unlike Excel, it is now easier to search for customers, and detailed information can be viewed immediately. As a result, the practice of searching for customer information before serving customers and using that information in customer service has become established. Not only full-time employees but also part-time staff can now recognize customers, which has led to the provision of better service. In addition, all data such as customer information and reservation status is now managed in the cloud, making the work environment smarter.

• Use Case 10. "The Need for CRM in the Izakaya Industry"

  When it comes to izakayas, the main method of communication used to be through staff calling out to customers on the street, flyers, and social media, but CRM can also be used as an "aggressive customer acquisition tool."

  By analyzing accumulated customer information with CRM, it is possible to visualize what products are popular at what time of day, what types of customers are popular, etc. By implementing various promotions (such as Ladies' Day and time-specific specials) based on this data, not only can sales be increased efficiently, but customer satisfaction can also be improved, leading to an increase in repeat customers.

  In addition, it is possible to create email newsletters and other content tailored to specific customer ages, genders, occupations, etc., and distribute them at the best possible times. This can lead to increased sales without the costs of attracting customers or flyers.

  01

  You can now check store visits and reservation status in real time

  A case of an izakaya restaurant that urgently needed real-time reservation management

  Task This is a case study of a company that operates a chain of izakaya restaurants in Tokyo. Reservation management was done on paper at all restaurants, making it difficult to share information. During busy periods such as weekends and the end of the year, staff would repeatedly check reservation status by phone and fax, and if their restaurant was fully booked, they would redirect customers to other restaurants or control the number of staff.

  improvement Until now, all stores had been managing reservations on paper, but after introducing CRM, they were able to manage them on PC and mobile tools. Since then, they have been able to check reservation status in real time regardless of time or location, and they can smoothly guide customers when the store is full. Because all staff are aware of the situation, they can provide accurate explanations and follow-ups to customers, and have received praise for this.

  02

  Customer information can be quickly searched, providing personalized service

  Case study of using customer management data to improve services

  Task The menu changes depending on the season and the day's stock, so they have a style that can flexibly respond to various customer requests. Until now, all data such as customer preferences and requests was written down and managed on paper, but just one year after opening, the amount of data had become enormous... Just searching for information after receiving a reservation was becoming a lot of work.

  improvement Since implementing the customer management system, we have been able to quickly search for each customer's data. This has made it easier to create a menu based on the day's stock, and it has also made it easier to replenish any items that are missing. In addition, as customer data is displayed on the PC as soon as a call comes in, it is also appreciated as it allows us to prepare in advance.

  03

  Not only does it share reservation information, it also improves team unity

  A case study of a popular izakaya where smooth reservation response and information sharing were essential

  Task With 8% of the seats filled by reservations, the restaurant was struggling to respond quickly to reservation emails from customers. Furthermore, they had recently been experiencing an increase in system problems. To avoid causing inconvenience to customers, they were rushing to introduce a new system.

  improvement By implementing the new system, it has become easier and faster to respond to reservation emails from customers. Reservation details can be shared with all staff at all stores, and simulations of who will be doing what can be done in advance. On busy days, the staff feel more united, creating a good atmosphere that leads to customer satisfaction.

• Use Case 11. "The Need for CRM in the Beauty Salon Industry"

  In the beauty salon industry, where competition to attract customers is fierce, increasing the repeat rate of customers is of utmost importance. To achieve this, it is essential to provide services that make customers want to come back, as well as to enhance the skills of staff and facilities.

  This is where CRM comes in handy, as it allows you to manage not only customer information but also relationships. CRM makes it possible to clarify what customers really want by managing and analyzing detailed customer information (preferred style, personality, frequency of visits, etc.) and interactions with staff. This allows you to provide more detailed hospitality that will impress customers (customer experience).

  Improving customer experience through CRM is also effective in differentiating your salon from others. It not only increases the repeat rate of customers, but also helps prevent customer defection and attract more customers through word of mouth.

  01

  Check data on the same day and take immediate action

  A case study of a beauty salon that is facing the negative impact of complex information processing on salon work

  Task The software they had implemented was unable to provide the necessary information effectively, so they had to do calculations by hand and organize the information on paper. They also had to check the status of each salon's data by calling and faxing it to the store every day. This work caused salon work to come to a halt, which was an issue.

  improvement Using CRM, calculations that were previously done manually can now be converted into data immediately. Data can now be checked at each store on the same day, and can be used to make future predictions and responses. Information can also now be shared between stores, and staff have begun to volunteer to help out when other stores are busy, which has led to a positive change in attitudes.

  02

  Not only do we understand data, but we also improve customer service

  CRM implementation case study for a beauty salon that wants to integrate each store's customer management system

  Task The existing customer management system managed information at each store, which meant that data could not be utilized in real time. Because the stores were far apart, simply going to check the data was time-consuming, so the introduction of a system that could constantly share information online was an urgent need.

  improvement Customer information can be shared across all systems via CRM, allowing managers to check store status and sales data even when they are on a business trip or off work. The analytical data also clarified areas for improvement for stores, such as customer consideration and hospitality, allowing the company to provide services that satisfy not only repeat customers but also new customers.

  03

  Easily build and customize the systems needed for beauty salons

  A case study of a beauty salon that wanted to implement an easy-to-use CRM system

  Task Although they had installed a CRM from a major manufacturer in the industry, it was unable to output the data required at the salon, resulting in dissatisfaction. There were many unnecessary apps and commands, making it difficult for staff without specialized knowledge to customize, and the poor usability was a bottleneck.

  improvement The newly introduced CRM not only handles the customer management (personal information, hair type, preferences, visit history, etc.) necessary for a beauty salon, but also all in-store management (sales, staff management, etc.). What's more, since anyone can easily create apps and systems that suit their salon, they can also make their own improvements to make them even easier to use.

• Use Case 12. "The Need for CRM in the Beauty Industry"

  Reservation management and sales activities are essential to improving the utilization rate of beauty salons. However, if reservations are managed on paper or using Excel, it is difficult to grasp the overall picture and manage information for each customer. Often, salons are overwhelmed with the daily treatments and are unable to provide further customer service.

  However, by introducing a CRM that can manage all points of contact with customers, these worries can be resolved. Not only will existing customer information (personal information, contract details, treatment history, etc.) be centralized, but data such as customer concerns and wishes can also be efficiently shared among all staff. This will enable the provision of attentive service even when no one is present, and will help improve customer satisfaction.

  In addition, reservations can be managed centrally across online, in-store, and telephone reservations. Reservation changes can also be easily made, which is expected to help prevent problems such as double bookings. Furthermore, it is possible to increase customer satisfaction by encouraging customers to visit the store at appropriate times by understanding their behavior, and by providing after-sales services such as follow-up emails after their visit.

  01

  Access store data anytime, anywhere!

  A case study of a beauty salon facing the inconvenience of outsourcing customer management

  Task The company outsourced its core system, housing it in a data center, but faced challenges in terms of cost and flexibility in expanding the system. Another drawback was that data could not be shared between stores, meaning sales data and other data had to be checked by visiting the stores in person. This required a lot of time and labor costs, and reducing this waste was also an issue.

  improvement The first big change they noticed after moving away from outsourcing and introducing an in-house CRM system was that they could access sales data from each store anytime, anywhere. Previously, they had to visit the stores to collect data, compile it into Excel, and then create reports, but now they can do everything from their PCs.

  02

  Easily perform tasks such as customer registration, improving work efficiency

  A salon that wanted to implement a CRM that could be operated by staff alone

  Task From the beginning, they had thought that they needed a system to improve work efficiency, but because hiring specialized reception staff would be expensive, they wanted a CRM system that could be operated by treatment staff alone.In addition, a support system such as an online reservation system was also essential so that treatments would not have to be interrupted to respond to phone reservations.

  improvement After implementing CRM, entering customer registration information became easier and faster. Previously, new customer information was entered later, but now it can be entered directly at the time of telephone reservation. This has reduced the amount of administrative work required. In addition, customer information is displayed on the PC as soon as a call is received, making the conversation and reservation process smoother. It is also convenient that all data, such as customer information and sales information, can now be shared between staff and stores.

  03

  Now you can quickly retrieve the data you need

  Case study of an esthetic salon that wanted to reduce the burden of managing an increasing number of medical records

  Task Handwritten charts were used for customer management, and sales tallies were managed by entering the information written on the cash register paper into Excel. This was fine when the store first opened, but as operations got on track, the number of charts increased. Searching for each customer's chart became a hassle, and the daily tallying work also became a heavy burden.

  improvement CRM has enabled them to consolidate customer data, making it possible to quickly retrieve medical records. When they were writing by hand, information such as contract details and contact person would sometimes be omitted, which often led to confusion later, but now it can be entered with one click. Necessary information is never left out. Also, because data for each individual customer can be shared with all staff, it has become clear when to recommend products.

• Use Case 13. "The Need for CRM in the University Industry"

  In today's world, not only is business management undergoing major changes, but the environment surrounding school management is also changing dramatically. The race to survive is heating up, and universities are being asked to be flexible and agile enough to respond to these changes.

  The introduction of CRM is also effective in university management. By collecting, managing, and analyzing data related to student information, educational and research activities, and operations scattered throughout the university, it is possible to "visualize" the university's management situation. This also clarifies what kind of support and education students need, allowing for the provision of higher quality support.

  01

  A step forward in academic and mental support

  CRM implementation case study for maintaining and improving the quality of education

  Task The challenge was to maintain and improve the quality of education by clarifying the issues facing the university and its students. Furthermore, a PDCA cycle was also needed to plan, implement, and evaluate solutions to the issues, and then move on to the next step. However, the university had a diverse mix of systems, and data was fragmented across each system, making it difficult to quickly obtain the necessary information.

  improvement CRM was successfully used to aggregate data without affecting existing systems. University and student data was centralized, allowing the desired data to be extracted in the desired format. Another benefit was that data analysis revealed the current situation regarding student dropout rates, which clarified support plans to prevent an increase in dropouts. Projects are also being planned to provide support not only for academic purposes but also for mental health.

  02

  Sharing information to ensure consistent instruction

  Case study aimed at nurturing independent students

  Task The reforms were implemented with the aim of nurturing students who could become professionally independent, but the problem was that the data was not available to support the reforms and it was not possible to determine which areas needed reform. The university's data was only used on paper, and no analysis was conducted to use it for educational support.

  improvement Data that was previously stored on paper is now managed using CRM, allowing it to be shared between faculty and administrative staff. Student data also includes comments on instruction content and other information, which can be shared in a timely manner with related faculty and staff. This means that consistent instruction and support can be provided even if faculty members change. Currently, efforts are underway to check attendance rates and grades overall and by subject, and to provide appropriate care to students so that they do not fail credits.

  03

  Reduced administrative burden and proper follow-up with students

  A case study of a university facing the challenge of managing massive amounts of data

  Task The company provides educational programs not only to undergraduate and graduate students, but also to working adults and companies. The number of students exceeds 3,000, and the number of applications is enormous. However, there was no system in place to manage these documents, which placed an excessive burden on administrative staff.

  improvement CRM automates the management of applications and admission procedures, significantly reducing administrative work. Any unclear points or points of inquiry can be quickly searched, enabling prompt responses and timely follow-up. Furthermore, information held by individual faculty members can be integrated, enabling the sharing of information related to student guidance. This has also enabled consistent, high-quality education and guidance.