[Ascend Corp.] Call Recording Service 'RecACE plus' Expands into Dance & Fitness Industry - Case Study on Improving Complaint Handling Quality at Multi-Location Dance Studios Released

Ascend Corp. (Headquarters: Shinjuku-ku, Tokyo; CEO: Hiroshi Sato) is launching a full-scale initiative to support customer service quality visualization for multi-location businesses, starting with the dance and fitness industry, using its call recording service 'RecACE plus.' Today, the company released a case study and insights from NATIVE Inc. (Headquarters: Sapporo, Hokkaido; CEO: Kazuma Egawa; hereinafter 'NATIVE'), which operates multiple dance studios.

At NATIVE, phone interactions with prospective members and students at various locations faced challenges such as risks of misunderstandings and difficulties in fact-checking when complaints occurred. Due to the nature of multi-location operations, it was structurally difficult for headquarters to grasp the quality of customer service at each branch, and the need to address this as a common industry issue was recognized.

Given this background, the introduction and operation of 'RecACE plus' across NATIVE's four locations confirmed the business suitability and effectiveness of visualizing service quality based on call recordings. This release shares the insights gained through this operation and future operational know-how for service businesses expanding across multiple locations.

Background and Challenges of this Initiative

In the dance and fitness industry, the number of studio operators expanding into multiple locations has been increasing in recent years. Maintaining uniform phone service quality at each location and grasping it from headquarters has become a critical management issue. The risk of misunderstandings and complaints during phone interactions, such as reception and enrollment inquiries, is a structural issue common to the service industry.

At NATIVE, there were no call records kept when troubles occurred, leaving them dependent on the memory or verbal reports of on-site staff. The lack of objective records lowered the accuracy of fact-checking and increased the administrative burden on managers, which was a significant strain on the field. Without a system to keep recordings or evidence, confirming facts during troubles takes time, raising concerns about the impact on core business operations.

To address these common industry challenges, there was a growing need to empirically organize methodologies for visualizing service quality in multi-location operation models.

Reasons for Selecting 'RecACE plus'

After comparing multiple services, NATIVE adopted 'RecACE plus' for its four locations. The selection was based on the fact that call recording starts automatically without any special operation by on-site staff, it can be introduced without changing existing phone numbers or lines, and it minimizes operational burden during simultaneous multi-location deployment.

'RecACE plus' is a cloud service that supports fixed-line call recording and was highly evaluated for its ability to be introduced without changing on-site workflows. It provides necessary and sufficient functions even with limited on-site resources, making it the decisive factor for its suitability to the actual operations of the service industry.

Overview of Operational Results

As a result of operations across four locations, an objective fact-checking system based on call recording data was established. When troubles such as complaints occur, managers can now verify facts directly from recording data without having to interview the staff involved, significantly improving the reliability of evidence.

In addition, the clarification of responsibility has led to a reduction in the number of troubles caused by 'he-said-she-said' disputes. By utilizing the recorded audio list function, managers can objectively grasp the service quality of staff, providing practical management benefits such as visualizing points for training.

On-site staff at NATIVE commented, 'When a complaint actually developed, we can now check the recording on the management side without having to interview the staff directly to see if there was a problem with their response. This has led to a change where the reliability of evidence has improved.' The very fact that call recordings remain has also led to improved psychological peace of mind for both on-site staff and managers.

Future Outlook

Based on the insights gained through this operational case study, Ascend Corp. will fully expand its support for service quality visualization for service businesses with multiple locations, including the dance and fitness industry. By organizing operational know-how optimized for the challenges unique to multi-location operations and continuously disseminating industry-specific insights, the company aims to contribute to improving service quality across the entire industry.

Ascend plans to continue organizing and disseminating insights gained from on-site operations as a common asset for the industry. Through this initiative, the company will contribute to forming a standard for customer service quality in service businesses expanding across multiple locations.

Details of Introduction Results

Details including the background of the introduction at NATIVE, the selection process, specific changes in on-site operations, and actual management usage utilizing the 'recorded audio list' function, including interviews with on-site staff, are available on the introduction case study page within the 'RecACE plus' service site.
https://lp.rec-ace.com/case/native.html

About 'RecACE plus'

'RecACE plus' is a cloud service that performs fixed-line call recording and AI-powered transcription and summarization. It automatically converts call content into text and summarizes it, supporting the preservation of call records and the visualization of phone operations through push notifications, email notifications, cloud storage of recording data, and confirmation from PCs and smartphones. It is also characterized by the ability to be introduced by connecting to current phone equipment without changing existing phone numbers or lines.

Service Site: https://lp.rec-ace.com/

About the Business Entity

Ascend Corp.

Address: 5F Meiho Bldg., 1-21-1 Nishi-Shinjuku, Shinjuku-ku, Tokyo

Representative: Hiroshi Sato, CEO

Established: December 2003

Business Content: AI system development related to voice and telephone, provision of telephone DX solutions, in-house development and provision of CTI/CRM/SFA, call center construction support, election situation survey business

Corporate Website: https://www.ascend-corp.co.jp/

Introduction Site Information

Company Name: NATIVE Inc.

Address: 28 Keiwa Bldg., 10-3 Minami 1-jo Nishi 8-chome, Chuo-ku, Sapporo, Hokkaido 060-0061

Representative: Kazuma Egawa, CEO

Established: December 2014

Business Content: Operation of dance studio 'DANCE STUDIO NATIVE' (Sapporo), operation of K-POP specialty studio 'NATIVE 2nd', provision of online lessons, dance-related merchandise EC business

Number of Employees: Approx. 25

Corporate Website: https://studio-native.com/

NATIVE Inc. is a dance culture business operator that manages 'DANCE STUDIO NATIVE,' founded in Sapporo in 2014. Specializing in the latest dance styles such as R&B HIPHOP and SWAG, it offers over 450 classes per month. In addition to the Sapporo school, it operates the sister school 'NATIVE 2nd' (K-POP specialty), online lessons, and a dance-related EC business, spreading dance culture from Hokkaido across the country.

Contact Information

For inquiries regarding this matter, please contact us via the following link.
https://www.ascend-corp.co.jp/contact/