RightTouch Supports Tohoku Electric Power's Non-Voice Channel Enhancement Measures Through "QANT Web"
RightTouch's "QANT Web" web support platform has been introduced to Tohoku Electric Power. Leveraging data and AI, it supports enhancing customer experience, streamlining inquiries, and strengthening non-voice channels.
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- 📰 Published: March 30, 2026 at 19:00
- 🔍 Collected: March 30, 2026 at 22:56 (3h 56m after Published)
- 🤖 AI Analyzed: April 21, 2026 at 13:40 (518h 44m after Collected)
RightTouch Inc. (Headquarters: Shinagawa-ku, Tokyo; Representatives: Shuhei Nomura / Hiroto Nagasaki; hereinafter "RightTouch"), which transforms customer support with data and AI, announces that its web support platform "QANT Web" has been introduced into the customer center department of Tohoku Electric Power Co., Inc. (Headquarters: Sendai City, Miyagi Prefecture; Representative Director and President Executive Officer: Kazuhiro Ishiyama; hereinafter "Tohoku Electric Power").
By introducing QANT Web to Tohoku Electric Power's "Individual Customers" page, the company aims to improve customer experience and streamline inquiries by understanding and analyzing customer issues and implementing web support measures. Additionally, "KARTE Talk," a web chat for contact centers, was also introduced to strengthen non-voice channels and improve response efficiency.
## Background of RightTouch's Support for Tohoku Electric Power's QANT Web Introduction
The company has a customer base of over 6 million low-voltage electricity contracts and has traditionally worked to promote self-resolution. However, even for inquiries that could be self-resolved, customers often had difficulty finding appropriate answers, leading to telephone inquiries.
Furthermore, even when customer support tried to lead improvement measures, the inability to swiftly implement a crucial PDCA cycle for customer support persisted due to web editing rights being held by other departments or the need to outsource editing work to external companies, resulting in significant delays in improvements.
In response to these challenges, the company decided to introduce the web support platform "QANT Web" with the aim of further improving customer experience and streamlining inquiry handling through web support, as well as establishing a rapid PDCA cycle originating from the customer center.
## Understanding Customer Issues from the Customer Center and Implementing Web Support Measures in a One-Stop Manner
The company has begun efforts to understand the issues faced by customers on the web. In particular, by utilizing QANT Web's "Page Axis Report" function to macro-analyze the entire site, they are identifying important pages that need improvement. Based on these analysis results, they are expanding web support measures to various contact points where many inquiries occur.
### Specific Initiatives
Specific web support measures include the following:
- Efficiency measures for "moving" related inquiries during peak season
Issue: Inquiries related to contract initiation and various procedures concentrate during the moving season from January to March.
Measure: By pre-publishing frequently asked questions on the website's inquiry page, especially those common during this period, appropriate information provision and guidance design were implemented to help customers self-resolve their issues at the moment of their doubt.
As a result, a certain effect has been observed in suppressing telephone-based inquiries, leading to an increase in self-resolution rates.
- Efficiency and guidance for inquiries related to electricity bill payment and meter reading
Issue: Inquiries regarding electricity bill payment methods and meter readings were numerous, placing a heavy burden on operators.
Measure: The website was designed to encourage self-resolution, and for routine and situation-dependent inquiries such as "direct debit date," "meter reading date," and "payment due date," customers are guided to chat support instead of telephone. Cha-
By introducing QANT Web to Tohoku Electric Power's "Individual Customers" page, the company aims to improve customer experience and streamline inquiries by understanding and analyzing customer issues and implementing web support measures. Additionally, "KARTE Talk," a web chat for contact centers, was also introduced to strengthen non-voice channels and improve response efficiency.
## Background of RightTouch's Support for Tohoku Electric Power's QANT Web Introduction
The company has a customer base of over 6 million low-voltage electricity contracts and has traditionally worked to promote self-resolution. However, even for inquiries that could be self-resolved, customers often had difficulty finding appropriate answers, leading to telephone inquiries.
Furthermore, even when customer support tried to lead improvement measures, the inability to swiftly implement a crucial PDCA cycle for customer support persisted due to web editing rights being held by other departments or the need to outsource editing work to external companies, resulting in significant delays in improvements.
In response to these challenges, the company decided to introduce the web support platform "QANT Web" with the aim of further improving customer experience and streamlining inquiry handling through web support, as well as establishing a rapid PDCA cycle originating from the customer center.
## Understanding Customer Issues from the Customer Center and Implementing Web Support Measures in a One-Stop Manner
The company has begun efforts to understand the issues faced by customers on the web. In particular, by utilizing QANT Web's "Page Axis Report" function to macro-analyze the entire site, they are identifying important pages that need improvement. Based on these analysis results, they are expanding web support measures to various contact points where many inquiries occur.
### Specific Initiatives
Specific web support measures include the following:
- Efficiency measures for "moving" related inquiries during peak season
Issue: Inquiries related to contract initiation and various procedures concentrate during the moving season from January to March.
Measure: By pre-publishing frequently asked questions on the website's inquiry page, especially those common during this period, appropriate information provision and guidance design were implemented to help customers self-resolve their issues at the moment of their doubt.
As a result, a certain effect has been observed in suppressing telephone-based inquiries, leading to an increase in self-resolution rates.
- Efficiency and guidance for inquiries related to electricity bill payment and meter reading
Issue: Inquiries regarding electricity bill payment methods and meter readings were numerous, placing a heavy burden on operators.
Measure: The website was designed to encourage self-resolution, and for routine and situation-dependent inquiries such as "direct debit date," "meter reading date," and "payment due date," customers are guided to chat support instead of telephone. Cha-