App to Streamline Home Delivery Inquiry Handling Released
In February 2024, we released Chat-YC, an app that streamlines home delivery inquiry handling, for The Yomiuri Shimbun Tokyo Headquarters. We developed the app as a product co-creation partner to resolve the growing complexity and workload of customer support that came with the expansion of delivery services.
Project Background and the Client's Challenges
At The Yomiuri Shimbun Tokyo Headquarters, inquiries from sales outlets and delivery staff, changes to delivery routes, and notices about delays were increasing, and the traditional methods of phone, email, and fax were making the work cumbersome. Because information was shared in closed formats, smooth coordination among the people involved was difficult, even though quick responses were required. Management through manual entry in Excel and printing was also time-consuming, and the work needed to become more efficient.
Features of Chat-YC and Expected Benefits
Chat-YC is an efficient communication tool specialized for home delivery operations, with the following features. These are expected to make inquiry handling more efficient and advance the digital transformation (DX) of operations.
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Real-time chat: We introduced a chat function that enables real-time information sharing in place of traditional phone calls and email. This is expected to speed up communication between the delivery field and customer support and keep operational delays to a minimum.
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Response status management: The status of each inquiry is managed in real time, so it is clear at a glance who is handling what. This prevents missed responses and enables smooth follow-up.
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Improved security and data management: Data is centrally managed in-house, which reduces security risks and enables safe operation. In the future, the accumulated data is expected to be analyzed with AI and used to further optimize delivery operations and for predictive analysis.
We will continue to improve Chat-YC together with The Yomiuri Shimbun Tokyo Headquarters after release, making use of feedback from the field.
If your company is considering digital transformation (DX) or optimizing business processes, please feel free to consult us. Using a systematic approach, we will work closely with you on your challenges and propose the best solution.