Saison Technology Introduces Unirita's 'Growwwing' to Strengthen CS System

Unirita Co., Ltd. (Headquarters: Minato-ku, Tokyo, President & CEO: Yukihiro Kitano, TSE Standard Market: 3800, hereinafter referred to as Unirita) announced that its Customer Success Platform 'Growwwing' has been adopted by Saison Technology Co., Ltd. (Headquarters: Minato-ku, Tokyo, President & CEO: Makoto Hayama, hereinafter referred to as Saison Technology).
As an integration company specializing in data linkage and system integration, Saison Technology has been solving data utilization challenges for various industries by deploying the file/data linkage product series 'HULFT'. With the expansion of Japan's first iPaaS cloud-based data integration platform 'HULFT Square', the company is promoting the establishment of an organizational and reproducible customer success system by eliminating siloing. 'Growwwing' has been introduced as the execution platform for this initiative.

■Background of Introduction: Strengthening Customer Success System Urgently Needed with Full-Scale iPaaS Deployment

For Saison Technology, which has provided advanced technical support primarily for on-premise products, the full-scale deployment of the cloud-based service 'HULFT Square' signifies a transition to a new phase of continuously building relationships with customers.

While support has traditionally focused on handling inquiries, in the cloud business, understanding usage status and promoting continued use are crucial. Therefore, the company set the establishment of an organizational and reproducible customer success system as an important theme.

On the other hand, customer information was dispersed across marketing, sales, and management departments, leading to delays in grasping the situation and a tendency for activity content to depend on the 담당자's (person in charge's) experience.

■Reason for Adopting 'Growwwing': Evaluation of Design Philosophy Standardizing Activities
After comparing and evaluating several tools, 'Growwwing' was adopted because it covers the standard functions required for CS operations and has high compatibility with existing CRMs.

The points particularly evaluated were as follows:

　● "Customer Chart" that allows grasping customer information and activity history on a single screen

　● Design that clarifies the next action according to the business flow

　● Operational design support through approximately 3 months of trial

Through these, the company has been able to build a system capable of providing a certain quality of support even in the early stages, by sharing the implicit knowledge of experienced staff as a 'model'.

■Effects of Introduction: Reducing Information Gathering Effort and Focusing on Hypothesis Formulation

Since the introduction, customer information and past response history scattered across each department have become centrally manageable.

Previously, information gathering before customer visits took about half a day, but now an environment is in place where necessary information can be quickly confirmed, allowing more time to be allocated to formulating hypotheses for enhancing customer value.

Furthermore, visualization of activity history has facilitated smooth handovers when staff changes occur and improved internal team sharing. This is promoting the suppression of siloing and standardization of support quality.

■Future Outlook: Expansion to On-Premise Domain and Consideration of AI Utilization

Going forward, Saison Technology plans to expand the scope of 'Growwwing' usage not only to 'HULFT Square' but also to the 'HULFT' domain, which is its core product.

Furthermore, by utilizing usage data and metrics, the company is considering AI-driven analysis in the future to achieve more accurate, proactive support.

Keywords: Customer Success, CS, SaaS, Saison Technology, Growwwing, DX, Productivity Improvement, LTV