[Case Study] Ikeuchi, with 31 stores nationwide, digitizes customer service following rapid expansion

Ingage Co., Ltd., provider of the communication platform 'Re:lation' with over 6,000 implementations, announced the release of a case study featuring Ikeuchi Co., Ltd., a professional group of automotive body repair and painting with 31 stores nationwide. Ikeuchi solved the challenge of a surge in inquiries due to rapid store expansion by using 'Re:lation' for centralized management and template utilization, building a robust communication foundation to support growth. For companies promoting multi-store expansion and diversified management, 'managing customer communication,' which increases in proportion to the number of locations, is a key theme for business growth. Delays and reliance on specific individuals not only lead to lower customer satisfaction but also directly cause staff burnout. Ikeuchi's store count doubled in the last year and a half. Looking ahead to further business expansion, it was urgent to build a robust system to efficiently handle hundreds of inquiries per day and maintain high-quality responses. The main goal of the implementation was to fully visualize 'who is handling which case and when' in response to the rapidly increasing inquiries. By aggregating information through the system, the company aimed to shift to 'organizational response capability' that does not depend on individual skills.