In February 2024, we released "Chat-YC," an app designed to improve the efficiency of delivery inquiry operations for The Yomiuri Shimbun Tokyo Headquarters. This app was developed as a co-creation partner to address the increasing complexity and workload of customer support operations resulting from the expansion of delivery services.

Background and Challenges Faced by Our Client

The Yomiuri Shimbun Tokyo Headquarters faced growing challenges in managing inquiries from retail outlets and delivery personnel, as well as communicating route changes and delays. The traditional methods of using phone, email, and fax led to increasingly complex workflows. The closed nature of these communication channels made it difficult to share information smoothly among stakeholders, hindering prompt responses. Additionally, managing inquiries through manual data entry in Excel and printed documents was time-consuming, highlighting the need for operational efficiency improvements.

Features and Expected Benefits of "Chat-YC"

"Chat-YC" is an efficient communication tool specifically designed for delivery operations, offering the following features that aim to streamline inquiry management and support the digital transformation (DX) of business processes:

• Real-Time Chat Functionality: Replacing traditional phone and email methods, this chat feature enables real-time information sharing, enhancing communication between delivery teams and customer support, and minimizing delays.
• Response Status Management: This feature allows for real-time management of inquiry statuses, making it easy to see who is handling which inquiries. This helps prevent missed responses and ensures smooth follow-ups.
• Enhanced Security and Data Management: All data is centrally managed within the company, reducing security risks and ensuring safe operations. In the future, the accumulated data can be analyzed with AI to further optimize delivery operations and support predictive analysis.

Following the release, "Chat-YC" will continue to evolve based on feedback from The Yomiuri Shimbun Tokyo Headquarters. We remain committed to making continuous improvements in collaboration with our client.

If your company is considering digital transformation (DX) or optimizing business processes, please feel free to contact us. We are here to offer structured solutions that align with your challenges and provide the most effective answers.

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