Reducing Initial Response Time from 3 Hours to 15 Minutes: Visions Inc. Eliminates Operational Silos with 'Re:lation'
Ingage Inc. has released a case study of Visions Inc. adopting the communication platform 'Re:lation.' By using Re:lation, Visions, which operates diverse businesses including housing equipment construction, successfully achieved zero response omissions and a drastic reduction in initial response time.
📋 Article Processing Timeline
- 📰 Published: May 26, 2026 at 19:30
- 🔍 Collected: May 26, 2026 at 11:01
- 🤖 AI Analyzed: May 27, 2026 at 13:05 (26h 3m after Collected)
## Challenges: Diversified Business and 'Invisible' Response Status
Visions Inc., operating various businesses including housing equipment construction, previously managed customer support using a different email management tool. The company relied on a voluntary system where agents declared their handled cases via a separate chat tool. This created constant risks of response omissions due to failures to report, and accidental double replies.
Furthermore, new employee training was handled analogically, with supervisors physically visiting trainees' desks to check email drafts. This led to increased training costs and slow response speeds.
## Solutions via 'Re:lation'
To address these issues, the company adopted the communication platform 'Re:lation,' specifically utilizing the following functions:
- **Approval Request Function**: Supervisors review and approve email drafts created by new employees directly within the system. This eliminated the need for physical movement and built an efficient, online-complete educational system.
- **Visualization via Status Management**: Progress statuses such as 'Not Started,' 'In Progress,' and 'Completed' are shared among the entire team. By switching to shared email addresses, staff can immediately cover for colleagues—even in their absence or after resignation—by referencing past history.
## Results: Response Time Cut by Over 90%
Following implementation, the company achieved the following:
1. **Drastic Improvement in Response Speed**: Initial response time was reduced from 2–3 hours down to approximately 10–15 minutes.
2. **Elimination of Omissions and Double Replies**: Through status management and comment functions, response omissions reached zero.
3. **Company-wide DX Promotion**: Following success in BtoC operations, usage has expanded to departments such as HR, PR, and B2B sales.
Mr. Sazawa, Manager of the Electric Business Division at Visions, commented: 'After implementing Re:lation, response omissions have dropped to zero. Since everything from report creation to sending is completed within the system, labor hours have been significantly reduced. The visualization of response times has streamlined mutual assistance and changed the mindset of the entire organization.'
Visions Inc., operating various businesses including housing equipment construction, previously managed customer support using a different email management tool. The company relied on a voluntary system where agents declared their handled cases via a separate chat tool. This created constant risks of response omissions due to failures to report, and accidental double replies.
Furthermore, new employee training was handled analogically, with supervisors physically visiting trainees' desks to check email drafts. This led to increased training costs and slow response speeds.
## Solutions via 'Re:lation'
To address these issues, the company adopted the communication platform 'Re:lation,' specifically utilizing the following functions:
- **Approval Request Function**: Supervisors review and approve email drafts created by new employees directly within the system. This eliminated the need for physical movement and built an efficient, online-complete educational system.
- **Visualization via Status Management**: Progress statuses such as 'Not Started,' 'In Progress,' and 'Completed' are shared among the entire team. By switching to shared email addresses, staff can immediately cover for colleagues—even in their absence or after resignation—by referencing past history.
## Results: Response Time Cut by Over 90%
Following implementation, the company achieved the following:
1. **Drastic Improvement in Response Speed**: Initial response time was reduced from 2–3 hours down to approximately 10–15 minutes.
2. **Elimination of Omissions and Double Replies**: Through status management and comment functions, response omissions reached zero.
3. **Company-wide DX Promotion**: Following success in BtoC operations, usage has expanded to departments such as HR, PR, and B2B sales.
Mr. Sazawa, Manager of the Electric Business Division at Visions, commented: 'After implementing Re:lation, response omissions have dropped to zero. Since everything from report creation to sending is completed within the system, labor hours have been significantly reduced. The visualization of response times has streamlined mutual assistance and changed the mindset of the entire organization.'
FAQ
「Re:lation」導入によってどのような効果がありましたか？
初動対応時間が2〜3時間から15分程度へと劇的に短縮され、対応漏れや二重返信がゼロになりました。
ビジョンズが導入前に抱えていた課題は何ですか？
対応状況が可視化されておらず、対応漏れのリスクや、教育担当者が直接席まで確認に行くアナログな新人教育手法が課題でした。
どのような企業が導入していますか？
6,000社以上の導入実績があり、住宅設備工事業から農畜水産事業、採用・広報・法人営業など多岐にわたる業種で活用されています。
承認依頼機能はどのように役立ちますか？
新人が作成したメール文面をシステム上で上司が添削・承認できるため、物理的な移動を伴わずに効率的な教育体制を構築可能です。
「Re:lation」の主な機能は何ですか？
メール、電話、チャット、SNSなど複数の問い合わせ窓口を一元管理し、対応状況の可視化やAIによる回答支援、タスク・プロセス管理まで行えるプラットフォームです。