Please tell us the details of the business and your roles

Mr. Iwasaki :

Since its foundation in 2008, our company has been manufacturing and delivering company meals in the form of lunch boxes. From areas nearby, to far away, we deliver different meals every day that are focused on variety and nutritional balance to customers throughout a broad region. 75 of our delivery personnel deliver about 18,000 meals each day to more than 2,000 customers. As the one in charge of general affairs and deliveries, I communicate with delivery personnel daily to manage accurate delivery of meals to our customers.

 

Mr. Sasaki :

I currently work in the delivery division, in charge of deliveries to customers. It has been 3 years since I began working at the company.

What were some of the issues prior to using LINE WORKS?

Mr. Iwasaki :

There had been only 1 computer in our company and a few people used it. It was an analog environment in which most of the work was performed on paper, and through phone calls and FAX. For communication, not only between headquarters and delivery personnel, but also among the delivery personnel, phone calls and short text messages were used through basic mobile phones provided by the company.

 

Every morning, calls or faxes come to headquarters from customers regarding meal orders of the day. For most cases, however, couriers have already started their delivery routes at the time orders are received. So we have been using the method in which a headquarters employee manually writes the details of an order on an order sheet and reads it to a courier via phone. The couriers then deliver the orders after hearing the number of orders for the day.

 

When conducting work via phone, deliveries are made by mistake from time to time. Also, since couriers leave after the number of orders is finalized, it is often discovered during delivery that the number of meals is insufficient. In such cases, the courier and the general manager individually communicate by phone to adjust the number. I currently manage 35 couriers and often receive too many calls from them, which causes other calls to be missed and on-time responses to be delayed. From 10 to 10:30 AM, in particular, all couriers make interim reports so the phone line during this period is nearly paralyzed. Since the meals must be delivered before lunchtime, the percentage of morning work is overwhelmingly great. We receive about 200 phone calls in the morning alone so we experienced limitations with communication by phone.

 

One courier is responsible for deliveries to 20 to 30 companies, and there is even one courier who is responsible for 70 companies. We think that couriers have also felt stress when calls do not go through or it takes a while to contact.

Please tell us how you have introduced LINE WORKS

Mr. Iwasaki :

When we were experiencing the limitations of phone communication, we reviewed changing the mobile phones provided by the company to smartphones. We thought about taking a picture of the order sheet received by headquarters and sharing the image with couriers, instead of verbal transfer via phone. This was when we were introduced to LINE WORKS from another company that we know.

First of all, we thought that we would become familiar with it quickly, as its interface is similar to that of LINE. We also had expectations that, if information regarding insufficient or excess meals can be shared among couriers in LINE WORKS Group Chat, they may voluntarily adjust and transfer quantities among themselves without myself working as a mediator.

When we used the trial version, we designated a few couriers in their 20s and 30s, along with some couriers in their 50s who do not normally use LINE, to verify if they would be able to use the app well and what inconveniences there might be prior to a company-wide introduction. Since we also thought of using LINE WORKS on their own smartphones, we wanted to check if they might feel any resistance to using personal smartphones for work. The important point to determine was if communication that had been mostly call-based can now be executed smoothly by messages.

The results showed favorable feedback from most of the employees regarding LINE WORKS. The younger generation is already familiar with LINE, so it seems that they do not see sending messages via LINE WORKS as a hassle. Couriers in their 50s also had no problem using the app. Based on the outcome, we decided to introduce it about one month after we began the review.

Please tell us about your considerations prior to introduction

Mr. Iwasaki :

Currently, 75 of our couriers and 45 office and manufacturing employees utilize LINE WORKS. Before introduction of LINE WORKS, the company proposed two options: using smartphones provided by the company or BYOD(*). The former option was proposed as we thought there may be many employees who would resist using their own smartphones for work. Surprisingly, however, about 70% of the them chose BYOD, though differences exist among regions and age groups of the employees. For those who chose the BYOD option, we offered subsidies in the form of communications expenses so that employees would not face any disadvantages in using personal items for work purposes.

* BYOD (Bring Your Own Device): Utilizing employees’ own personal devices for work

Please tell us detailed cases of using LINE WORKS

Mr. Iwasaki :

After introducing LINE WORKS, employees at headquarters take photos of order sheets with smartphones and share the images with couriers using the LINE WORKS chat feature. Efforts and time are both saved compared to verbally delivering the details of orders, and accuracy has also been significantly improved. Couriers and the general manager in charge of a particular region have group chatrooms to make real-time reports on insufficient and/or excess meals. If there is an area with an inadequate number of meals, another courier assists immediately by delivering the amount of shortage.

Even if an accident or another issue occurs, information can be quickly shared through photos, and the location data can be shared in a chatroom to inform the current location to other couriers in the same region. Precautions in deliveries, notification of driving classes, and other news and notices to be shared with all of the couriers can be posted on Home(message board). The app is also used conveniently to communicate with manufacturing employees to, for example, urgently change the quantity to be manufactured.

Mr. Sasaki :

Ever since we began sharing order sheets using images, the mistakes that often occurred when communicating and delivering order details by phone disappeared to prevent any errors in delivery. For urgent cases, the Call feature of LINE WORKS is also being utilized.

Interim reports at 10 AM every day are conducted in a group chatroom of 3 couriers responsible for the same region and Mr. Iwasaki, the manager-in-charge. Even when we get a report that there is a deficiency of meals, couriers can now immediately respond among themselves. Compared to the analog method in the past, LINE WORKS is a remarkably innovative tool, which has dramatically transformed the efficiency of our work.

Adjusting the delivery quantity among couriers via chatroom

What changes have you seen after introducing LINE WORKS?

Mr. Iwasaki :

In the past, there used to be 200 calls made every day in the morning alone, but after introducing LINE WORKS, the figure significantly dropped to below 30. Thus, the time we had been spending on the phone decreased drastically and delivery mistakes that occurred from verbal exchange were also reduced, which we think helps contribute to improvement in customer satisfaction.

Once someone types via LINE WORKS regarding “delivery delays” or “insufficient quantity”, other couriers can now provide assistance. As situations are shared among relevant people in real-time, couriers can act quickly on their own, without waiting for instructions given by the managers, which has reduced the amount of burdens the headquarters had previously shouldered. If an issue is handled among the couriers, the headquarters may still check the background and outcome through LINE WORKS, so we can all feel more relieved about it.

Mr. Sasaki :

Because the number of calls I have had to make on the mobile phone has decreased significantly, I can now concentrate on driving and delivering meals in a safer manner. Introduction of LINE WORKS has allowed others to immediately provide assistance if an issue has occurred for a courier and, thus, a strong sense of cooperation has formed among the couriers. I think it has enabled us to take actions on our own instead of waiting for orders from headquarters. I believe it is a remarkably great change that not only our work has become more efficient, but also teamwork has been further strengthened.

※ The details, affiliations and positions specified is the information gathered at the time of reporting.

Tell us about your company and individual roles

Mr. Matsuo :

With the motto of ‘Creating the restaurant in which the vibrant from the street is all gathered up’, we have been doing restaurant and wedding business. We are eager to make restaurants with the ‘quality that can be last more than 100 years’. As a leader of Information Systems department, I am the manager of every IT-related affairs in the office.

Mr. Sekine :

I am the manager of ‘POSILLIPO’, which is located in Senagashima , Okinawa Prefecture.

How did your company share information before LINE WORKS integration?

Mr. Matsuo :

Only part of the employees in the office were using communication tools like email, LINE, and company SNS. However, we had trouble unifying those communication tools to one channel. Also, we often used phone calls.

We guided our employees, specifically the part-time workers as well as general employees, to use computers that are located in each store when checking the company sent notices, since we did not provide email accounts to them. By doing so, we could not find out whether the notice is successfully sent to those employees or not, and we could only be relied onto the store managers for such management.

What were the issues before the introduction of LINE WORKS?

Mr. Matsuo :

We first integrated company SNS for better communication. However, employees were using LINE, instead of using SNS. We had to admit that using LINE is comfortable for inviting others to the messenger. Also, the UI and user instructions of LINE were easy to learn. But because LINE is B2C service, operated with users’ personal accounts, there were high chances of losing the data if they change the mobile device.

Further, we had trouble archiving the data collected on the application as well as saving the photos and videos shared due to its limited time provided for saving. Moreover, there were a few employees who updated their LINE profiles with their nicknames as well as photos of their pets. With this, we found troubling to take LINE as our office communication tool.

What was the decisive reason that drove you to turn to LINE WORKS?

Mr. Matsuo :

Like I mentioned previously, our company was already using LINE as office communication tool. As an extension to this, we implemented free version of LINE WORKS and validated its properness. As a result, we found that there was no need for extra manual on LINE WORKS for employees, and we could also assure ourselves that immediate LINE WORKS integration could be possible with its LINE-like operation methods. At the end of this validation, we finally decided to introduce LINE WORKS to our company.

The thing which captivated us was that LINE WORKS exactly knew and understood the enterprise security and its managements and provide functions and supports accordingly. Even if LINE WORKS is a young blood in the business chatting industry, it already has the every function needed. With this, we, as a client, can further expect that LINE WORKS will fully be able to handle our functional development inquiries in the future. Not only the faithful features which impressed us, but also the reasonable rate was enchanting factor for choosing LINE WORKS.

How was your LINE WORKS integration?

Mr. Matsuo :

We thought that it would be difficult to implement the new collaboration tool just by preparing the system. For flawless introduction, the admin office prepared for the LINE WORKS accounts. First, we inserted photos and organizational information and set the initial password on each account. By doing so, the employees did not find any trouble utilizing the tool from their first time.

What are the responsibilities with the employees utilizing LINE WORKS?

Mr. Matsuo :

Currently, there are about 1,200 employees, including 300 regular employees and 800 temporary employees, utilizing LINE WORKS. We registered accounts for the temporary part-time job employees since we have to share work-related information with them as well. It is possible to operate LINE WORKS in various fields such as the providing supports after hiring process, since LINE WORKS messenger allows us to have 1:1 communication even with those potential candidates.

Were you be able to use LINE WORKS smoothly?

Mr. Sekine :

Yes, because LINE WORKS has similar interface to LINE app, we did not find any hardship. I believe that other employees will think the same way as I do.

How exactly LINE WORKS is being used?

Mr. Sekine :

We are utilizing LINE WORKS when sharing information to the members and the groups who need to know about the company decisions right away. Before LINE WORKS integration, we used to utilize LINE as a means to share such information. But, as soon as we implement LINE WORKS, the clear distinction between work and private communication has been created. I believe that such distinction is loved by our part-time job employees than myself.

Please tell us the most effective use case of LINE WORKS

Mr. Matsuo :

What we enthralled the most about LINE WORKS is that it enables the messages from the company representative director to be well delivered to all the employees, even to the part-time job workers. We believe that ‘temperature’ matters the most when it comes to the information. For example, it is important to share information directly with LINE WORKS, especially when we want to communicate on ideas or good practices to all the employees during the meeting. We all believe that it is very important to express one’s thoughts and feelings right away, even if it is not in well written or organized sentences.

Aside from that, we are using LINE WORKS as a substitute for the organization chart. We can check the contact information immediately when we want to find out who belongs to which store, when newly entered employees are first introduced, and when part-timer becomes a full-time employee. Because LINE WORKS profile provides the name and the photo that perfectly matches the actual person, it is making our work much easier to find out the colleagues and the peers. And, LINE WORKS definitely helps us improve our in-house communication and organizational relationships.

We used to have so-called “Profile Book”, which we collect all the employee profiles. We have now posted that at Home, instead of printing out the book and distributing the copies to everybody in the office. That means, LINE WORKS helps us identify who are the employees that work together.

What are the effects after the introduction of LINE WORKS?

Mr. Matsuo :

The speed for internal communication and information sharing has accelerated dramatically.

Also, we are now transforming into the shared organization since we can restore or reuse the information saved in LINE WORKS and use them as a manual. Personal communication and connections made in between employees have increased. Also, we can now archive all the shared data and knowledge.

Mr. Sekine :

Because Okinawa is geographically far from other stores, it was hard to deliver accurate information. Before we introduced LINE WORKS, we had to go ask them in person and obtain information. As a result, it was also hard for all employees to share the same consciousness. However, since we introduced LINE WORKS, we have been able to hear information from other stores fluently, and it also aids to develop employees’ self-consciousness.

For example, other store’s business meeting minutes are shared by all employees, including part-timers, and it is convenient to check them anytime, anywhere. In fact, we recognize that it is very helpful to improve our services as one of the employees, who have found shared good ideas from meeting minutes, try voluntarily to introduce service.

HUGE has the same brand name but it is not a franchise store and it does not possess a written manual. So every store has to build its own unique service from the beginning. To maintain this process, you always need to innovate in the way you work and not to be complacent. For the company’s point of view, it is important to have innovative tools to not miss the proper time.

Please let me know if there is anything you would like to try through LINE WORKS

Mr. Matsuo :

I want to utilize the Bot function. Currently, we are trying to link the POS system with LINE WORKS’ Bot to automatically send daily sales to the chat room. Moreover, I want to prepare a method for acquiring format by writing Q&A, like FAQ, using Bot or searching for necessary documents.

It would be great if the work-flow could be accomplished on LINE WORKS. My ultimate goal is to abolish company-email.

※ All details, affiliations, and positions specified were gathered at the time of interview.

Tell us about your company

Started as ‘kawara CAFÉ & DINING’, about 70 restaurants in various industries are currently operating in major urban areas in Kanto, Tohoku, Tokai, Kinki and Kyushu. We are also in charge of operating the LOP’s live house and producing stores focused on music, art, and food, as well as planning cruise event ‘SLD CRUISE’, which is only held in Tokyo Bay area, and outdoor music event ‘Natsubiraki’ held near Tokyo and Osaka.

Please tell us the reason why you adopted LINE WORKS

Mr. Nakamura :

Since its listing in March 2015, both business and organization were rapidly expanding, and we were feeling the limits of the internal infrastructure. For a few years, we have been looking for a groupware that could solve the problems in information-sharing tools and file management. However, it was difficult to find a groupware that can be used easily among everyone, even with young staffs who make up the most of our employees in our company. We had to consider carefully on which groupware to use because if it is not actually used within the employees, there is no point in introducing it. Thus, a groupware has to be ‘simple and easy to use’. Then finally, we learned about LINE WORKS.

What were the decisive factors in introducing LINE WORKS and the advantages of using LINE WORKS?

Mr. Nakamura :

One of the main reasons we introduced LINE WORKS was that it is ‘easy-to-use’ even for younger generations. ‘LINE for business’ was enough explanation for everyone to understand what it does, and that is a very important point. We compared and reviewed other groupware but LINE WORKS was the one that is the work-based messaging platform, providing all the necessary features, which seemed as a comprehensive solution package with full features built around it. . We could not find a service like this from other groupware. Since LINE WORKS was latecomer in the groupware market, it was responding to customer requests in a flexible and fast manner, and we had high expectations for this as well. The partner company that we requested was USEN.

What kind of benefits did LINE WORKS bring to work?

Mr. Iwami :

I am actually using LINE WORKS in my work and there are many benefits that I have got from using LINE WORKS. First benefit that I want to mention is the ability to share calendars, which has made schedule management very convenient. Also, when I share files outside of the company, it can be done safely and easily through LINE WORKS’ one-time password. I like the fact that files can be seen on my mobile phone, which I can now easily share store menus, interior photos, and data files with clients, so I can get up-to-date information quickly and properly. The most effective benefit is that in previous, all the communications had to be done through email. However, after adopting LINE WORKS, it can be done effectively by separating the features for communicating and sharing information, such as managing schedule through calendar, sharing files through Drive, and making information announcement through home feature. In addition, we had been sharing information, such as direct orders from bosses and supervisors. However, after we adopted LINE WORKS, we feel that the quality of communication has improved as information is being shared with every departments and employees.

What would you expect from LINE WORKS in the future?

Mr. Otsuka :

With the introduction of LINE WORKS, we are going to start pushing for BYOD. We also hope LINE WORKS can be used to communicate with part-time employees and to check their safety in the event of a disaster.

※ All details, affiliations, and positions specified were gathered at the time of interview.