AOZORA COMPANY Strengthens Support System for In-house Loan Users with Dedicated Call Center

AOZORA COMPANY Co., Ltd. (Headquarters: Niigata Prefecture; CEO: Takumi Takahashi) has introduced a dedicated call center system and begun full-scale operations to improve customer service quality and strengthen the support system for in-house loan users.

This initiative is not merely about operational efficiency but primarily aims to "enhance the quality of relationships with customers."

■ Background
In recent years, the importance of services combining used car sales with financial functions has been increasing in the in-house loan market for customer segments who "cannot pass credit checks = have no options."

On the other hand, the traditional industry structure faced challenges such as:
- Weak follow-up after the contract
- Uniform responses to delinquency
- Intermittent contact points with customers

Our company reinterpreted "delinquency" not as a "problem" but as a "signal indicating a change in life circumstances," and determined that continuous contact with customers needed to be strengthened.

■ Details of the Initiative
The newly introduced call center system achieves the following:
- Regular follow-up calls to customers
- Hearing about usage status after the contract
- Early detection and response to payment delays
- Centralization of inquiry handling
- Improvement of response accuracy through data accumulation

The system adopts a cloud-based call system, enabling integrated management from outgoing/incoming calls to history management and analysis.

■ Future Outlook
Starting with the introduction of this call center, our company will gradually proceed with:
- Customer status scoring by AI
- Integration with GPS/vehicle data
- DX (Digital Transformation) of debt management
- Automation of optimal responses for each customer

Ultimately, we aim to establish a "Used Car x Finance" model that "supports the state of being able to continue using the car" rather than just "selling it and being done."

■ CEO Comment
"Until now, we have positioned in-house loans not just as a sales method but as an 'infrastructure for lifestyle reconstruction.' The introduction of this call center is not just to increase contact points with customers, but to create 'contact points for support.' Instead of responding after a problem occurs, we want to create a state where problems do not occur. We will continue to build mechanisms for this purpose."

AOZORA COMPANY Co., Ltd.
Address: 5243-1 Kurotori, Nishi-ku, Niigata City, Niigata Prefecture
Business: Used car sales / In-house loans / Maintenance / Road service / Car rental, etc.