[Case Study Published] H.I.S. Co., Ltd. Systematizes Handling of Thousands of Daily Inquiries with "Rakuraku Auto-Response"

RAKUS Co., Ltd. (Headquarters: Shibuya-ku, Tokyo; Representative Director: Takanori Nakamura), provider of the inquiry auto-response system "Rakuraku Auto-Response," has published a case study on the implementation of the system at H.I.S. Co., Ltd. (Location: Minato-ku, Tokyo; President and CEO: Shuta Sawada, hereinafter "HIS").

▼ Click here for the case study article https://www.maildealer.jp/case/interview/his.php

[Image Caption: Mr. Tomoaki Takasu and Mr. Taku Jinguji, Corporate Sales Division]

Background of Implementation: How to manage a high volume of emails, reaching thousands per day Within HIS, which has a network of 140 locations in 58 countries, the BTM (Business Travel Management) department receives thousands of inquiries daily, making it one of the departments with the highest email volume in the company. Previously, emails arriving at a shared address were sorted and managed manually, leading to the following challenges:

Transitioning from manual labor to a "system-based" management: There was a need for a structure that could move away from manual management to track progress more reliably and efficiently. Ensuring psychological safety and standardization: In a business requiring high accuracy, the company sought to create an environment where the team could support each other without relying on individual proficiency or visual checks. Real-time sharing of team status: A mechanism was needed to visualize case status and enable appropriate distribution of tasks.

Reasons for selecting "Rakuraku Auto-Response" While comparing multiple services, the intuitive operability, which all on-site staff rated as the "easiest to use," was the deciding factor. Additionally, the fact that the service has maintained the No. 1 market share* in the email processing market for many years built trust and supported the selection.

*In the email processing market (Source: ITR "ITR Market View: Email/Web Marketing Market 2026" Email Processing Market: Sales revenue trends and market share by vendor (FY2009–FY2025 forecast); the report lists the product under its former name, "Mail Dealer")

Results after implementation: Reduced missed responses, standardized response quality, and visualized management By utilizing "Rakuraku Auto-Response," the company has achieved the following reductions in missed responses and training costs:

Suppression of missed responses: The structure automatically changes the status to "Completed" after a reply is sent, preventing 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 allows for the visualization of the volume of cases handled by each staff member, contributing to overtime reduction and work-style reform. Smoother handovers: The comment function makes handovers easy during remote work or shift changes.

17 consecutive years with the No. 1 sales share*! Inquiry auto-response system "Rakuraku Auto-Response" "Rakuraku Auto-Response," developed and sold by RAKUS, is an inquiry auto-response system that utilizes AI functions to reuse past response information as knowledge assets. It automates email response tasks through features such as generating reply drafts based on past response history and a risk detection function that prioritizes emails based on their content. Furthermore, by visualizing response status, it resolves issues such as reliance on specific individuals, missed responses, and delays, thereby streamlining inquiry response operations.

Since its launch in 2001, the system has evolved into a more convenient and user-friendly tool by developing features based on customer needs. Currently, the cumulative number of companies that have introduced the system exceeds 9,000, and it has achieved the No. 1 sales share for 17 consecutive years.

"Rakuraku Auto-Response" Official Website: https://www.rakus.co.jp/rakurakucloud/jidootai/

*In the email processing market (Source: ITR "ITR Market View: Email/Web Marketing Market 2026" Email Processing Market: Sales revenue trends and market share by vendor (FY2009–FY2025 forecast); the report lists the product under its former name, "Mail Dealer")

Company Overview RAKUS Co., Ltd. Location: Link Square Shinjuku, 5-27-5 Sendagaya, Shibuya-ku, Tokyo Established: November 1, 2000 Capital: 378.37 million yen Representative: Takanori Nakamura, Representative Director Business Description: Cloud Service Business Company Website: https://www.rakus.co.jp/

Inquiries regarding this matter RAKUS Co., Ltd., RAKUS Cloud Business Division, Marketing Department Contact: Yukiko Yamamori e-mail: it-mkt@rakus.co.jp