The support department works together to maintain stable maintenance for customers｜Employee Interviews and Conversations｜About Our Employees

Consultant

Our support department works together to maintain stable maintenance for our customers.

Leading in problem-solving by listening to the voice of each individual

Profile

Customer Experience Div.

A.F. New graduate, joined the company in 2013

Published Date : 2020/04/06

New graduate / Male

Our Support Center handles approximately 25,000 inquiries a year, including inquiries about our systems and problem resolution at customer sites. How do you ensure that many inquiries are answered, and what is your mission for the future...?
We interviewed A.F., group manager of the support center.

The support department is working together to create a system to enhance customer satisfaction.

At the support center I am in charge of, I respond to various inquiries that arise when using our products.
Questions are often submitted through the "@SUPPORT" message board. @SUPPORT" is a portal site for customers who use COMPANY and HUE, which supports prompt problem solving by sharing COMPANY-related information (Q&A, manuals, etc.), accumulating knowledge, and providing product support information.
Currently, there are about 250 corporate groups that use our "AC and Accounting Series" and about 25,000 inquiries are raised through "@SUPPORT" annually.
CFM-CAM Grp.", of which I am the manager, is in charge of "Financial and Management Accounting Systems", "Expense Management Systems", and "Asset Management Systems", and has a total of 11 members. In addition, there are three other teams in charge of different areas. The current structure has been in place for about a year, but sometimes we transcend the boundaries between teams, and the support department works as one to improve customer satisfaction and gain their trust.

We place importance on the expression of information text that imagines the individuality of the customer beyond the bulletin board and on the awareness of business improvement.

When responding to customer inquiries, we try to be aware of the individuality of the customer on the other side of the message board. Naturally, each customer has a different level of skill and sensitivity regarding the system, so when creating a response guide, we try to change the granularity of the procedures described and use plain language to suit the customer's situation and personality.
We are also conscious of managing and improving our operations in order to respond to many inquiries reliably and with high quality. As part of our actual efforts, we have put in place rules and mechanisms for measuring the number of unresolved inquiries (outstanding balances), and have graphed the changes in outstanding balances for easy visual understanding.
Then, we set a goal for reducing the outstanding balance as an organization, and provided quarterly opportunities for members to think about ways to reduce the outstanding balance. By making the status transition visible, the results became visible in real time, leading to increased motivation and awareness of improvement among the members. As a result, in the most recent quarter, we succeeded in reducing the balance by nearly 20%.

We feel rewarded by the "thank you" from our customers and the growth of our members.

The most rewarding moment in my work is when I receive a "thank you" from a customer. This motivates me because I feel that we have delivered the benefits of our products to the maintenance and operations of our customers.
I also feel a sense of fulfillment when I see the growth of my team members from the standpoint of management. When I see the members I have taught educate their juniors or receive compliments from customers, I think to myself, "The members are growing and developing. I am motivated to keep up the good work! I am motivated to do my best. I enjoy working in an environment where talented people are highly motivated to improve and compete with each other, regardless of their age.
In addition, understanding the individuality of each member, working together to set exciting goals, and sharing the hardships and joys of achieving them are new and rewarding experiences that I have discovered since becoming a member of the management team.

Aiming to be a partner who leads the way in solving essential issues by staying close to the customer.

As new versions of our products are released and the number of customers using them increases, we can expect an increase in the number of inquiries. At that time, the organization will need to operate more efficiently so as not to lower the satisfaction level of both existing and new customers. As a support center, each member of the support center will continue to improve daily operations while understanding the situations in which customers are having problems and staying close to them in order to grasp the essential issues and become a partner that can lead in problem solving.
In order to achieve this, I would also like to actively engage in studies that will lead to my personal growth. The "Growth Support System" has been introduced as a company support system. I would like to make effective use of this support from the company and take on the challenge of studying and acquiring qualifications related to my work.

*This interview was conducted as of March 1, 2020.

Profile

Consultant, Customer Experience Div.

A.F. New graduate, joined the company in 2013

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