HiCustomer Co., Ltd.
Take Action Co., Ltd. introduces “Arch by HiCustomer”, a tool that supports pre-sales and onboarding of SaaS
HiCustomer Co., Ltd. (Headquarters: Shinagawa-ku, Tokyo, CEO: Daiki Suzuki, hereinafter referred to as our company) is Take Action Co., Ltd. (Headquarters: Shinagawa-ku, Tokyo, President: Yasunari Narita) introduced the buyer & customer enablement tool “Arch by HiCustomer (https://arch.hicustomer.jp/)” that supports pre-sales and onboarding of SaaS developed and operated by our company. We would like to inform you that This is the first time Arch has been adopted for an engagement platform.
Services provided by Take Action Co., Ltd.
Engagement platform “THANKS GIFT”
THANKS GIFT is an internal communication platform that allows employees to give each other approval and support for actions that are in line with the corporate philosophy in the form of coins, based on daily communication of gratitude and praise. The coins received are converted into points, and not only the products and services that are uniquely set by the introducing company, but also the major EC site Amazon’s “Amazon gift certificate” and “smartphone payment”, Benefit One Co., Ltd. You can exchange it for “Incentive Points”, a welfare service that we offer.
It can also be used as a donation to the SDGs crowdfunding site “SDGs Action”, and since the service was released in 2016, it has been introduced by more than 650 companies.
What I wanted to achieve by introducing Arch
・Creating a “model” of the best project for both the company and the client Customers are not accustomed to “proceeding with work on a project basis”, and instead of “how to use and produce results” that they want to spend time, CSM is for project management such as “who will do what by when”. (Customer Success Manager) man-hours were taken. It was necessary to collect task progress and necessary information, and create an onboarding model that could proceed without burdening both companies.
・Equalize the onboarding process and lead to process improvement Even on the CSM side, each member was doing trial and error in order to make customer onboarding progress smoothly, and the response was dependent on the individual. Considering the scalability of the team, it was necessary to standardize the process to identify bottlenecks and lead to improvements throughout the team.
Achievements after introducing Arch
Using Arch, we were able to achieve the following:
・ Realization of onboarding in collaboration with customers
By proceeding with onboarding while agreeing on task responsibilities and setting deadlines on Arch, the customer can now act independently, and we can manage the progress “together” with the customer. . ・Leveling the process after onboarding
As a secondary result, the standardization of the onboarding process has led to a unified baseline of support and information provided after onboarding. As a result, we were able to create a foundation that leads to improvements as a team in the process after onboarding. ・Improve customer resolution ・Promote internal collaboration By sharing the agenda and hearing items for the next meeting in advance on Arch, the customer is now able to organize the information in advance. This makes it possible to collect more opinions than on-the-spot interviews, and because the voices can be easily shared within the company through Arch, it is possible to improve customer resolution and collaborate with other teams such as the Sales team. We can increase the amount.
About Buyer & Customer Enablement Tool “Arch by HiCustomer”
Arch is a product that enables seller companies to create and share “pages” that centrally manage information related to product purchase and installation projects for buyer companies, thereby optimizing the purchasing and installation experience of buyer companies. . In addition, through cross-project visualization of various
information such as progress and tasks, and an automatic reminder function for the buyer company, the project management and support man-hours of the sales and customer success staff of the seller company can be reduced, and the business It reduces man-hours and increases the number of projects that can be handled by one person (improved productivity).
About HiCustomer Co., Ltd.
Trade name: HiCustomer Co., Ltd.
Representative: Daiki Suzuki, Representative Director
Location: 4th floor, Gotanda Alpha Building, 2-29-9 Nishi-Gotanda, Shinagawa-ku, Tokyo 141-0031
Established: December 18, 2017
Business description: Development and provision of customer
Details about this release:
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