Transforming inquiry responses from "personal inboxes" to "team assets." We design everything together, from reception and priority to progress, history, and prevention of recurrence.
B2B inquiries stand out "after they are received." Oversights in response, delays in replies, absence of responsible personnel, loss of history, and repeated questions. If these issues are left unaddressed, customer satisfaction will decline, directly leading to cancellations and lost opportunities. Our service designs a system to manage inquiries as tickets, clearly defining the state transitions from reception to completion, priority, assignment of responsibilities, SLAs, notifications, history, and FAQ creation. We will create a "smooth operation" that can be integrated into a member site/support portal. ■ Provided Content (3 points) 1. Ticket operation design (reception → response → completion, SLA/priority) 2. Input and classification design (category, attachments, required fields, branching) 3. Recurrence prevention design (history/knowledge/FAQ creation, analysis KPIs) Deliverables: Complete design document for inquiry ticket management (items + flow + operation) *First, please tell us the "types of inquiries (technical/estimates/maintenance/complaints)" and the "response structure (in-house/subcontractor)." We will translate this into operation.
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basic information
■Deliverables Ticket type/category design (classification system) Input item definition (mandatory/optional, branching, attachments) Priority/severity rules (including contract linkage) State transition diagram (waiting for customer confirmation, on hold, closure conditions) Assignment rules (in-house/outsourcing, delegation, escalation) SLA definition (criteria for initial response/update/resolution) Notification templates/operations (alerts, overdue) Knowledge/FAQ flow (promotion criteria, update responsibilities) KPI design (set of improvement indicators) ■Approach 1. Inventory inquiries: organize types, numbers, and issues 2. Classification/priority design: define categories and P1 to P3 3. Input item design: ensure zero returns for mandatory items 4. State transitions and SLA: eliminate points where issues frequently occur 5. Assignment/notification: prevent personalization and omissions 6. Knowledge/FAQ development: reduce repeated inquiries through operations 7. Monthly improvements with KPI: enhance SLA compliance and recurrence rate
Price information
■3 million yen to 22 million yen (varies by system and collaboration) - Light (classification + items + state transition + basic SLA): 3 to 6 million yen - Standard (allocation, notification, audit, knowledge/FAQ creation): 6 to 13 million yen - Expanded (collaboration with partner companies, contract linkage, analysis dashboard, implementation support): 13 to 22 million yen *Recommended to indicate "estimate required"
Delivery Time
※Minimum 1 month / Standard 2 to 4 months
Applications/Examples of results
■Concerns Inquiries scattered via email lead to missed responses. Delayed replies result in loss of trust and escalation to complaints. Processes come to a halt due to the absence of the responsible person (handover not possible). Lack of visibility into past history leads to repeated explanations. FAQs do not develop, and inquiries do not decrease. ■Purpose Standardization of inquiry responses (prevention of omissions and delays). Improvement of customer satisfaction (SLA and progress visibility). Elimination of dependency on individuals (assignment of responsibilities and centralization of history). Prevention of recurrence (knowledge/FAQ development). Operational improvement through KPIs (continuously enhancing response quality). ■Examples of Achievements (company name not required) Missed responses occurred → Resolved through ticketing and notifications. Frequent similar questions → Reduced inquiries by promoting to FAQ. Complaints due to delayed replies → Improved through SLA and escalation.
Company information
A site that is just cheap ultimately increases costs and risks." We propose web development that maximizes business results while thoroughly addressing essential requirements. Are you creating a website like this? - It seems that the websites of competitors look better, but you don't know why. - Every update incurs additional costs, and before you know it, expenses have ballooned beyond expectations. - While the appearance is nice, it ignores laws and industry-specific rules, leading to complaint risks... - You want to attract customers and inquiries, but the production company only talks about design. - As a result of choosing a production that is simply cheap, you are overwhelmed with trouble handling and can't focus on your core business. Point 1. Avoid troubles with a design that has no "gaps or omissions." 2. Minimize operational costs with a design that assumes in-house updates. 3. Planning power that pursues business results. "Is the initial cost a bit high?" But in the long run, it's safe and cost-effective. We have prepared a plan to truly deliver results "correctly.
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