Link co.,ltd.

Constantly Analyzing 'Customer Support' To Be

Q. How do you use Questetra BPM Suite as a company that provides SINOPS series, Inventory management / Automatic ordering system for Distributing industry to "Reduce 10% of wasting around the World".

First, we started from 'Business trip application flow', then gradually expanded to all other application processes (attendance, overtime, expense report, etc.), daily reports, and Support issues Management.

We propose to everyone in distribution business our "SINOPS, Inventory management / Automatic ordering System". We used to manage 'Support issues' in paper documents, so 30 out of 300 issues per month had passed the deadline. Now, we got rid of almost those deadline exceeding and achieved a lot of business efficiency, thanks for the deadline management with "Questetra BPM Suite" plus "Google docs".

Q. Is there any secondary effects?

We feel great significance on detailed analysis of "Support issue management", such as what kind of operation takes the time against our customers, or how is the profitability going on. And we also think it helps us to visualize the progress of each support issue, and makes us reacting more quickly when a problem happened.

Moreover, we moved most of our operations on Web, almost data aggregation have been automated. Furthermore, it gave us an opportunity to review the business processes because the actual business process is visualized through a internal hearing. About "Daily reports", that we hardly could operate before, is done properly through checking by leaders.

Full Advantage of Google Apps Connectivity

Q. Are you satisfied with Questetra?

Above all, we are very happy for the points that business rules are applied exactly, and eliminated reports leakage and miscommunication.

We were considering the introduction of ERP at the beginning, but the target that we were aiming is almost accomplished with the combination of "Questetra BPM Suite" and "Google docs" and "Analyzing tool (originally developed)". Integration with the Google Apps and other external systems is very useful. I like collaborating with Google Docs, among them.

We used to use 'paper forms' before, but now we are doing 'Paperless' except expense application. "Workflow" is visualized, we conducted a review of the approval hierarchy. It made secure checking by approving necessary issues at each layer.

Q. Do you call it a core system?

The Questetra BPM Suite, now plays part of an important core system. Now we are trying to apply it to 'Development / Testing / Release' operation.

Talking about the point we want to improve on Questetra BPM Suite, we want to make more detailed setting in "notification e-mail at task assignment" the body and the destination. And we will be happy if multi-steps pull-down menu in setting Select type Data item.