Pole To Win Launches 'Support × QA Engine' to Bridge CS and QA for Enhanced Operational Results

Pole To Win, Inc. (Headquarters: Nagoya, Aichi; CEO: Kazuaki Shimura), a company dedicated to solving service lifecycle challenges, has launched 'Support × QA Engine' (hereinafter 'Sapo-Q'), a new service that integrates Customer Support (CS) and Quality Assurance (QA) to directly connect user feedback to product improvements and operational outcomes. Based on Pole To Win's extensive BPO infrastructure, this service creates a new operational model that bridges the often-siloed CS and QA functions, optimizing everything from inquiry handling to quality improvement as a unified process. This approach aims to enhance customer experience and maximize Lifetime Value (LTV).

In recent years, the importance of quality improvement during the post-release operational phase of digital services has increased significantly. However, CS and QA are often operated as separate, siloed functions. As a result, user inquiries and feedback are frequently underutilized in development and quality improvement, creating a structural challenge that hinders service quality enhancement.

'Sapo-Q' addresses this fragmentation by designing and operating CS and QA functions cross-functionally, turning primary information from customer touchpoints into continuous improvement. Rather than traditional outsourcing of CS or QA alone, this service integrates multiple domains to help elevate the sophistication of a company's service operations.

Features of 'Support × QA Engine'

To solve these structural challenges, Pole To Win has launched 'Sapo-Q' to integrate CS and QA. The service builds a mechanism to manage everything from inquiry handling to quality improvement as a single unit, connecting customer feedback to improvement activities in real-time.

[Feature 1] Building a Quality Improvement Cycle Driven by User Feedback
Inquiry logs, failure trends, and user operational issues accumulated in the CS department are linked to the QA process and reflected in test design and verification. This realizes the prevention of recurring bugs and improvements in quality and UI/UX from a user perspective, while shortening the lead time from problem discovery to resolution.

[Feature 2] Advanced Response and Knowledge Circulation Led by QA
The QA department handles primary responses and verification for technical inquiries, improving investigation quality and reducing escalations. Furthermore, by continuously sharing knowledge regarding product specifications and failure trends held by the QA department with the CS department, the service supports the standardization of response quality and improves the accuracy of primary answers.

Based on over 30 years of verification experience and 100+ customer support projects, Pole To Win provides issue extraction through AI-driven log analysis in the CS domain and verification system construction using long-standing QA expertise. With a structure capable of supporting both domains, the company provides support not just for analysis and response, but also for the execution of improvement measures.

Pole To Win will continue to promote the establishment of a new operational model through 'Sapo-Q' that does not separate customer response from quality improvement, contributing to the enhancement of corporate service quality and customer satisfaction.