[Case Study Release] H.I.S. Systematizes Handling of Thousands of Daily Inquiries with 'Rakuraku Auto-Response'

Raks Co., Ltd. (Headquarters: Shibuya-ku, Tokyo, Representative Director: Takayoshi Nakamura) has released a case study on the implementation of its inquiry auto-response system, 'Rakuraku Auto-Response', by H.I.S. Co., Ltd. (Location: Minato-ku, Tokyo, President and Representative Director: Shuta Sawada, hereinafter referred to as HIS).

▼Case Study Article Here https://www.maildealer.jp/case/interview/his.php

Mr. Tomoaki Takasu and Mr. Taku Jinguji, Corporate Sales Department

Background of Implementation: How to Manage Thousands of Daily Inquiries Within HIS, which has a network of 140 bases in 58 countries worldwide, the BTM (Business Travel Management) department, responsible for business trip arrangements and management, is one of the departments that receives a large volume of emails, with thousands of inquiries arriving daily. Previously, emails sent to a shared address were manually sorted and managed, but the following challenges were faced:

Transition from Manual to 'Systematized' Management: A review of manual management led to the demand for a system that could grasp progress more reliably and efficiently. Ensuring Psychological Safety and Standardization: In operations requiring high accuracy, they were seeking to create an environment where the entire team could support each other, without relying on individual proficiency or visual confirmation. Real-time Sharing of Team Status: A mechanism was needed to visualize the status of cases and enable appropriate work distribution.

Key Factors in Selecting 'Rakuraku Auto-Response' After comparing multiple services, the intuitive operability, which all on-site staff evaluated as 'the easiest to use,' became the deciding factor. Furthermore, the system's long-standing No. 1 share※ in the email processing market also contributed to their trust and supported the selection.

※In the email processing market (Source: ITR 'ITR Market View: Email/Web Marketing Market 2026' Email Processing Market: Vendor Sales Revenue Trends and Share (2009-2025 Forecast). The report lists the product under its former name, 'Mail Dealer').

Effects After Implementation: Suppression of Missed Responses, Standardization of Response Quality, and Visualization of Management By utilizing 'Rakuraku Auto-Response,' they have achieved reductions in missed responses and training costs as follows:

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 provide responses equivalent to those of mid-level employees. Appropriate Resource Management: The label function visualizes the number of cases handled by each staff member, contributing to reduced overtime and work style reform. Smooth Handover: