[Case Study Released] H.I.S. Co., Ltd. Systematizes Thousands of Daily Inquiry Responses with "Rakuraku Jido Outai"

Raks Co., Ltd. (Headquarters: Shibuya-ku, Tokyo; Representative Director: Takanori Nakamura) has released a case study of its inquiry automation system "Rakuraku Jido Outai" being implemented by H.I.S. Co., Ltd. (Location: Minato-ku, Tokyo; Representative Director and President: Shuta Sawada, hereinafter HIS). ▼Click here for the case study article https://www.maildealer.jp/case/interview/his.php [Image: Mr. Tomoaki Takasu and Mr. Taku Jinguji of the Corporate Sales Division] ## Background of Introduction: How to Handle Thousands of Daily Email Inquiries Within HIS, which has a network of 140 bases in 58 countries overseas, the BTM (Business Travel Management) division, responsible for business trip arrangements and management, receives thousands of inquiries daily, making it one of the departments with the highest volume of incoming emails within the company. Traditionally, emails received at a shared address were manually sorted and managed, but they faced the following challenges: **Transition from Manual to System-Based Management**: There was a need to review manual management and establish a system that could track progress more reliably and efficiently. **Ensuring Psychological Safety and Standardization**: In tasks requiring high accuracy, they sought to create an environment where the entire team could support each other, without relying on individual proficiency or visual checks. **Real-time Sharing of Team Status**: They needed a mechanism to visualize case status and appropriately distribute workload. ## Deciding Factors for Selecting "Rakuraku Jido Outai" Among multiple services compared, the intuitive operability, which all on-site staff evaluated as "easiest to use," was the decisive factor. Furthermore, its long-standing No.1 market share in the email processing market* also contributed to trust and supported the selection. *In the email processing market (Source: ITR "ITR Market View: Email/Web Marketing Market 2026" Email Processing Market: Vendor-specific sales trend and share (2009-2025 fiscal year forecast), the report lists the former product name (Mail Dealer)). ## Post-Implementation Effects: Suppressing Missed Responses, Standardizing Response Quality, and Visualizing Management By utilizing "Rakuraku Jido Outai," HIS has achieved the following in suppressing missed responses and reducing training costs: **Suppression of Missed Responses**: The structure where the status automatically changes to "completed" after a reply suppresses missed responses. **Standardization of Response Quality**: By utilizing the template function, even new employees can respond with the same quality as experienced staff. **Appropriate Resource Management**: The label function allows visualization of the number of cases handled by each staff member, contributing to reduced overtime and work style reform. **Smooth Handover**: