Cybernet Systems Adopts 'Growwwing' for Company-Wide Customer Success Transformation
Cybernet Systems adopted Unirita's customer success platform 'Growwwing' to centralize scattered customer data and build a company-wide cross-departmental CS infrastructure.
📋 Article Processing Timeline
- 📰 Published: April 23, 2026 at 19:00
- 🔍 Collected: April 23, 2026 at 10:31
- 🤖 AI Analyzed: April 23, 2026 at 11:02 (30 min after Collected)
The customer success platform 'Growwwing' provided by Unirita Inc. (Headquarters: Minato-ku, Tokyo, Representative Director, President and Executive Officer: Hiroyuki Kitano, TSE Standard Market: 3800, hereafter Unirita) has been adopted by Cybernet Systems Co., Ltd. (hereafter Cybernet Systems).
At Cybernet Systems, which supports manufacturing DX centered on CAE, the increasing ratio of existing customers has elevated the importance of Customer Success (CS) operations responsible for improving contract renewal rates and maximizing customer value. On the other hand, customer information and activity histories were scattered across Excel and multiple tools, creating challenges in cross-departmental collaboration and overall optimization. In response to this situation, the company adopted 'Growwwing' as the foundation to drive a company-wide CS transformation.
■ Background of Adoption: The Need to Build a Company-Wide CS Structure for an Existing Customer-Centric Business
Cybernet Systems has supported Japan's manufacturing DX by utilizing advanced technologies such as CAE, MBSE/MBD, PLM, IoT, XR, and AI. In recent years, the proportion of existing customer business, centered on renewals, has increased, making continuous customer support in the post-sales domain more critical.
Previously, the company conducted CS activities as a partial function of the sales organization. However, activities such as health score calls (HS calls) before contract renewals remained optimized only at individual departmental levels, failing to expand into a company-wide initiative. Additionally, the reliance on Excel-based management combined with the use of multiple tools like Microsoft Teams and Microsoft Planner led to dispersed customer information and business processes, posing challenges in establishing reproducible operations and a foundation for data utilization.
Against this backdrop, the company embarked on a company-wide transformation to make CS function as a revenue driver, aiming to reduce churn rates, improve customer experience value, and maximize LTV through ARPU expansion.
■ Reasons for Adopting 'Growwwing': Praised for End-to-End Support from Concept to Operation Stabilization
Cybernet Systems launched a project to enhance Customer Value from a company-wide perspective and formulated a cross-departmental CS grand design. What they sought was a partner capable of providing end-to-end support—from translating a vision of future business contribution into specific operational processes to developing the operational infrastructure.
After comparing multiple solutions, 'Growwwing' was selected. It was evaluated highly not only for its ease of operation on Salesforce but also for its ability to provide close support starting from on-site process reorganization, aiding in phased stabilization tailored to the company's situation. In particular, the specificity of the dashboard visualizing renewal rates and HS call activities, along with the proposal strength to deepen the design to an actual operational level while reflecting frontline voices, were highly praised.
Furthermore, the approach of breaking down HS call operations into over 100 task units, taking inventory, and implementing them one by one into operations in a practical manner was a major deciding factor.
■ Effects of Implementation: Establishing a Company-Wide CS Foundation through Information Centralization and Visualization
Post-implementation, the foundation centered on 'Growwwing' has facilitated the construction of a company-wide customer success platform where sales, CS, and technical departments can collaborate seamlessly. Currently, after passing the phase of infrastructure development and screen unification, it has entered the stage of operational stabilization and value addition.
In HS call operations, it is now possible to interview customers on multiple items, such as scheduled contract renewals, budget status, and support site usage, and swiftly escalate necessary cases to sales representatives based on that content. This has evolved operations from previously responding while looking at fragmented information to a workflow where necessary information can be instantly confirmed and smoothly coordinated between departments.
Additionally, the dashboard has visualized not only the overall picture of integrated CS activities but also renewal rates, HS call status, and Good/Bad scores, laying the groundwork for data-driven decision-making. As sales, CS, and technical departments can easily grasp the necessary information from their respective standpoints, situational awareness has accelerated, and operational quality standardization is progressing.
Moreover, by accumulating information that was previously scattered in Excel and other tools, continuous grasping of customer conditions and utilization for activities leading to upselling and cross-selling are also expected.
■ Future Outlook: Expanding Utilization as a Company-Wide Common Platform to Promote CS Advancement
Moving forward, Cybernet Systems plans to import various customer touchpoint data into 'Growwwing', such as support sites, surveys, and seminar questionnaires, in addition to HS call operations, to achieve a more comprehensive
At Cybernet Systems, which supports manufacturing DX centered on CAE, the increasing ratio of existing customers has elevated the importance of Customer Success (CS) operations responsible for improving contract renewal rates and maximizing customer value. On the other hand, customer information and activity histories were scattered across Excel and multiple tools, creating challenges in cross-departmental collaboration and overall optimization. In response to this situation, the company adopted 'Growwwing' as the foundation to drive a company-wide CS transformation.
■ Background of Adoption: The Need to Build a Company-Wide CS Structure for an Existing Customer-Centric Business
Cybernet Systems has supported Japan's manufacturing DX by utilizing advanced technologies such as CAE, MBSE/MBD, PLM, IoT, XR, and AI. In recent years, the proportion of existing customer business, centered on renewals, has increased, making continuous customer support in the post-sales domain more critical.
Previously, the company conducted CS activities as a partial function of the sales organization. However, activities such as health score calls (HS calls) before contract renewals remained optimized only at individual departmental levels, failing to expand into a company-wide initiative. Additionally, the reliance on Excel-based management combined with the use of multiple tools like Microsoft Teams and Microsoft Planner led to dispersed customer information and business processes, posing challenges in establishing reproducible operations and a foundation for data utilization.
Against this backdrop, the company embarked on a company-wide transformation to make CS function as a revenue driver, aiming to reduce churn rates, improve customer experience value, and maximize LTV through ARPU expansion.
■ Reasons for Adopting 'Growwwing': Praised for End-to-End Support from Concept to Operation Stabilization
Cybernet Systems launched a project to enhance Customer Value from a company-wide perspective and formulated a cross-departmental CS grand design. What they sought was a partner capable of providing end-to-end support—from translating a vision of future business contribution into specific operational processes to developing the operational infrastructure.
After comparing multiple solutions, 'Growwwing' was selected. It was evaluated highly not only for its ease of operation on Salesforce but also for its ability to provide close support starting from on-site process reorganization, aiding in phased stabilization tailored to the company's situation. In particular, the specificity of the dashboard visualizing renewal rates and HS call activities, along with the proposal strength to deepen the design to an actual operational level while reflecting frontline voices, were highly praised.
Furthermore, the approach of breaking down HS call operations into over 100 task units, taking inventory, and implementing them one by one into operations in a practical manner was a major deciding factor.
■ Effects of Implementation: Establishing a Company-Wide CS Foundation through Information Centralization and Visualization
Post-implementation, the foundation centered on 'Growwwing' has facilitated the construction of a company-wide customer success platform where sales, CS, and technical departments can collaborate seamlessly. Currently, after passing the phase of infrastructure development and screen unification, it has entered the stage of operational stabilization and value addition.
In HS call operations, it is now possible to interview customers on multiple items, such as scheduled contract renewals, budget status, and support site usage, and swiftly escalate necessary cases to sales representatives based on that content. This has evolved operations from previously responding while looking at fragmented information to a workflow where necessary information can be instantly confirmed and smoothly coordinated between departments.
Additionally, the dashboard has visualized not only the overall picture of integrated CS activities but also renewal rates, HS call status, and Good/Bad scores, laying the groundwork for data-driven decision-making. As sales, CS, and technical departments can easily grasp the necessary information from their respective standpoints, situational awareness has accelerated, and operational quality standardization is progressing.
Moreover, by accumulating information that was previously scattered in Excel and other tools, continuous grasping of customer conditions and utilization for activities leading to upselling and cross-selling are also expected.
■ Future Outlook: Expanding Utilization as a Company-Wide Common Platform to Promote CS Advancement
Moving forward, Cybernet Systems plans to import various customer touchpoint data into 'Growwwing', such as support sites, surveys, and seminar questionnaires, in addition to HS call operations, to achieve a more comprehensive