[Case Study] Konica Minolta Japan Streamlines 1,000 Monthly Emails with 'Re:lation'

INGAGE Co., Ltd. (Headquarters: Osaka City, Osaka; President & CEO: Tetsuya Wada), which provides the communication platform 'Re:lation' and boasts over 6,000 client companies (*1), announced the publication of a case study on the implementation of 'Re:lation' at Konica Minolta Japan Co., Ltd. (Headquarters: Minato-ku, Tokyo; President & CEO: Keisuke Ichijo), a company that operates diverse businesses including multifunction printers, office solutions, healthcare, and production printing.

Faced with a massive volume of approximately 1,000 inquiries per month, Konica Minolta Japan built a unique system by integrating Microsoft Forms with 'Re:lation'. This significantly reduced the manual assignment work for staff and maximized psychological safety in the workplace.

◆ Background of Implementation

The company's ITG Service Planning Group acts as a 'jack-of-all-trades' department, handling all kinds of trouble and consultations from the sales field. However, as the business expanded, the number of emails grew, leading to unclear lines of responsibility due to the large number of stakeholders involved.

◆ Key Points of Utilization

The company built a system using Microsoft Forms as the entry point for inquiries, which then automatically linked to 'Re:lation'.

① Automated Routing
Based on the information selected by the sales representative on the form, a management code is assigned. 'Re:lation' identifies this code and instantly and automatically tags and routes the inquiry to the responsible department.

② Completion on a Single Screen
From status management of ticketized cases to sending replies, everything is completed on a single screen.

③ Utilization of Comment Function
A chat-style comment function linked to each ticket eliminates the analog hassle of editing and forwarding email text, enabling quick internal consultations.

◆ Results After Implementation
With the introduction of 'Re:lation', the manual sorting work was significantly reduced, establishing a system to efficiently manage 1,000 emails per month.

① Ensuring Psychological Safety
By visualizing the status of all cases, anxieties about 'missed responses' and 'double handling' were eliminated, creating an environment where staff can focus on their core tasks with peace of mind.

② Utilizing Spare Time
With an intuitive UI and status management, staff can accurately grasp unresolved cases even in short moments between meetings, dramatically improving response speed.

◆ Comment from Mr. Suzuki, Deputy General Manager, ITG Service Planning Group, Konica Minolta Japan Co., Ltd.

"Going forward, we will pursue the minimization of operational man-hours by thoroughly utilizing AI functions for case assignment and automating standard replies. Furthermore, based on the know-how we have cultivated, we are also considering expanding this to end-user support desks. I am confident that Re:lation is not just a tool for operational efficiency but a 'weapon' to powerfully accelerate business for companies hesitant to start new ventures due to concerns about infrastructure building. We have great expectations for its potential."

Case study article: https://ingage.jp/relation/testimonials/konicaminolta/

◆ About 'Re:lation'

'Re:lation' is a communication platform that centrally manages multiple inquiry channels such as email, phone, chat, and SNS, and shares them with the team. In addition to visualizing response status and AI-powered response support, task and process management are also completed within the tool. By accurately grasping work progress, it prevents reliance on specific individuals and enables standardized operations.

It transforms accumulated response logs and knowledge into organizational assets, supporting 'offensive customer service' that goes beyond mere error prevention. With over 6,000 companies (*1) having adopted it, it contributes to improving corporate productivity and business growth.

'Re:lation' Service Site: https://ingage.jp

(*1) Includes trial use.

■ About Konica Minolta Japan Co., Ltd.

Location: BLUE FRONT SHIBAURA TOWER S, 1-1-1 Shibaura, Minato-ku, Tokyo

Representative: President & CEO Keisuke Ichijo

Business: Sales of multifunction printers (MFPs), printers, healthcare equipment, industrial measurement equipment, and provision of solutions and services.

Corporate Site: https://www.konicaminolta.jp/business/about/bj/index.html

■ About INGAGE Co., Ltd.

Location: 1-14-8 Shibata, Kita-ku, Osaka City, Osaka

Representative: President & CEO Tetsuya Wada

Business: Development and provision of the communication platform 'Re:lation'

Corporate Site: https://ingage.co.jp

■ Contact for this Release

Contact: INGAGE Co., Ltd., PR Representative, Nishizawa

TEL: 050-3116-8373

E-mail: pr@ingage.jp