Onboarding Featured in 'Monthly Call Center Japan' as a Case Study for ANA X's Inquiry Reduction

STANDS Co., Ltd. (Headquarters: Chuo-ku, Tokyo; Representative: Ryo Tsuyuki) is pleased to announce that ANA X Co., Ltd.'s (hereinafter, ANA X) initiative, utilizing 'Onboarding,' our no-code UI/UX improvement SaaS, has been featured in 'Monthly Call Center Japan,' a specialized magazine for the contact center industry. This case study highlights efforts to eliminate customer friction in complex travel bookings and achieve an “effortless customer experience.” Background of Introduction: Opportunity Loss and Customer Burden Caused by Complex Booking Flows Travel product bookings involve numerous conditional branches, and customers often get lost during operations, especially with “irregular accommodation conditions” or “room assignments for multiple people,” failing to complete their bookings. This was a significant challenge. Furthermore, such cases could not be fully resolved by chatbots or FAQs, leading to inquiries to the contact center. However, since screen sharing is not possible over the phone, a situation arose where both customers and operators were burdened. Overview of Initiatives and Results By introducing 'Onboarding' into the domestic tour section of the ANA website, 'ANA Travelers Dynamic Package,' and displaying operation guides and hints on the booking screen, a mechanism was built to support user self-resolution, resulting in the following achievements: ① Improved Website Satisfaction Identified frequently inquired areas and placed operation guides to assist with procedures. Through repeated rapid improvements based on usage data and survey results, satisfaction improved to 80%. ② Reduced Inquiries By streamlining the booking process, the number of booking-related inquiries was reduced by approximately 30% compared to before introduction. This simultaneously achieved improved customer experience and cost optimization. ③ Realization of In-house Operation Leveraging the “no-code” characteristic that requires no specialized development knowledge, on-site staff can instantly update guide content on the administration screen. This enabled flexible operation tailored to trends and inquiry patterns. ④ Company-wide Data Utilization Customer feedback obtained from the booking completion screen is utilized for improving the website and booking engine, functioning as a company-wide “customer voice collection platform” beyond just support areas. Future Outlook Following the success in domestic tour bookings, ANA X plans to further expand its initiatives, including considering introduction for international tours and utilization in promotional areas. STANDS will continue to strongly support ANA X in creating an effortless customer experience. 'Monthly Call Center Japan' Article Details ・Issue: May 2026 issue ・Feature Title: May 2026 Issue Assisting Complex Travel Booking Operations with Guides: Designing an Effortless Experience ・Introduction URL: https://callcenter-japan.com/article/8861/1/ Please also refer to our case study page for more details on the initiative. https://onboarding.co.jp/case/20250409 About Onboarding Onboarding is a no-code UI/UX improvement SaaS developed and provided by STANDS. By simply embedding a JavaScript tag into the target Web service, various guides such as user tutorials, pop-ups, and hints can be created and edited. It also features rich analytics functions, allowing users to check usage status per user, enabling data-driven measures. These functions transform the service into an experience that anyone using it can understand and utilize, supporting feature adoption and user retention. Service URL: https://onboarding.co.jp/ STANDS Co., Ltd. Company Overview Representative: Ryo Tsuyuki, Representative Director Location: The Hub Ginza Oct 611, 8-17-5 Ginza, Chuo-ku, Tokyo 104-0061 Capital: 100 million yen (including capital reserve) Date of Establishment: September 3, 2018 Company URL: https://www.stands.ai Service URL: https://onboarding.co.jp/ Contact: info@stands.ai Keywords: