Replacing Email and Phone Data Requests with BizRiz, a Service Where Customers Search the Data Themselves

Overview

Nihon Direct Promotion Co., Ltd. holds a large corporate database and provides data to client companies. Until now, the process was to hear by email or phone what kind of data a client wanted, extract it in-house, and send it, which took a lot of effort and time for every request. Clients, for their part, placed requests without being able to check what data was available or how many records there were.

We developed "BizRiz," a service that lets client companies specify their own conditions to search the data, check it on the spot, and download it.

Challenges

• The more clients there were, the more interviewing and extraction work piled up, which kept the business from growing
• Clients could not check the content or number of records before placing a request
• A large volume of many different types of data, covering companies, medical care, nursing care, restaurants, schools, and more, needed to be presented clearly

What We Did

• Issued an account to each client company so that clients can complete everything themselves, from specifying search conditions to downloading
• Screens with search conditions tailored to each type of data, where results can be checked on the spot and downloaded as CSV
• A mechanism that lets clients re-download previously obtained data at any time from their download history
• Since the business workflow and the data were already well defined, we adopted a development method that settles the requirements first and proceeds without rework

Results

• No more interviewing by email and phone, and no more manual extraction and sending
• A structure that lets the business grow, since the workload does not rise in proportion to the number of clients
• High marks for how clear and easy to read the screens are, from both the client and its own customers

Turning Manual Customer Service into Something Customers Can Complete Themselves

Work where people take customer requests and process them by hand becomes more burdensome as the number of customers grows, and eventually stops the business from expanding. In this case, we kept the existing workflow and data and replaced the process with one that customers operate themselves. Because both the work and the data were well defined, we prioritized settling the requirements upstream and proceeding reliably. Customers can now also check the content and number of records on the spot before placing a request.

If you replace manual customer service with a system customers can complete themselves, you can grow the business without adding people. After comparing proposals from several companies, the client chose ours, which spelled out how we would build it, how we would run the project, and how we would handle security.

Our Scope of Work

• Requirements definition
• Design, development, and testing
• Operations

Client Information

Company Name

Nihon Direct Promotion Co., Ltd.

Business Overview

• Its main business is direct marketing, and it also provides corporate data

Frequently Asked Questions

Can you build a system without greatly changing the way we work now? Yes. In this case, we replaced the interviewing and extraction process that had been done by email and phone with screens, so that customers can operate it themselves.

Can the screens be easy to use even with a large volume of many types of data? We focus our design on how data is presented. In this case, we set up search conditions for each type of data, and both the client and its customers rated the clarity of the screens highly.

Can we choose how development is run? We make a proposal to suit your situation. When the work and data are well defined, as in this case, we choose a method that settles the requirements first and proceeds reliably.

Related Information

• Digitalizing work that still relies on manual email and phone handling → DX Promotion Support
• Developing search and download services for customers → System Development

Related news

• BizRiz, a corporate data search service, released

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