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Improving Customer Satisfaction
Improving Customer Satisfaction
The Customer Service Department solicits heartwarming incidents at work, words of gratitude from customers, and lessons learned from customer feedback, including those from Group companies. The winning stories, selected by employee voting, are published on the internal website. The valuable experiences of Sumitomo Forestry Group colleagues are utilized as inspiration in our efforts to improve customer satisfaction.
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Responding to Customer Needs, Product Development, and Services in the Manufacturing Business
Sumitomo Forestry Crest strives for overall quality throughout the entire space to fulfill customer expectations, from visual aesthetics to simplicity of construction to comfort. Sumitomo Forestry Crest is devoted to developing “genuine” products that delight customers by harnessing its development capabilities, which only Sumitomo Forestry Crest can provide because of its in-depth understanding of the value of wood as a natural material.
Light, Low-Cost and Attractively-Designed Wooden Fire-Prevention Door Using Balsa
Sumitomo Forestry Co., Ltd. has launched full-scale sales of own branded wooden fire-prevention doors, made from "balsa" known as the lightest timber in the world, which are lighter, less-expensive and more attractively-designed than existing products. The product was developed to meet the needs of wooden fire-prevention doors in three- and four-story buildings in urban areas, and in constructions for mixed use such as medical facilities with adjacent accommodation. The doors are also environmentally-friendly products, with the raw material balsa being sourced from plantation timber raised from saplings and processed by a Group company, Kutai Timber Indonesia (KTI).
Own branded wooden fire-prevention doors made from balsa
Initiatives in the Lifestyle Services Business for Increasing Customer Satisfaction
In the Lifestyle Services Business, we are implementing a variety of initiatives to improve customer satisfaction.
The elderly care business provides hospitality training. Hospitality etiquette, which adds an element of hospitality to customer service etiquette, requires a more proactive approach to service. For example, if you see a visitor looking around, you can ask, "How can I help you?" even if they don't ask any questions. We are working on this as an essential skill development for our staff.
In addition, the elderly care business conducts regular customer surveys. The results are regularly shared with staff to resolve issues.
Promotion of DX
In the Lifestyle Services Business, we are improving the quality of operations through digitization and labor savings.
Takinomiya Country Club, a golf course operated by Kawanokita Development, has installed navigation system on carts. By detecting where the cart is located on the course, the distance to the pin can be measured and visualized, improving customer satisfaction during playing unattended by staff.
Sumirin Enterprises, an insurance and solutions business, promotes paperless operations through the use of digital tools. Depending on the task at hand, paper documents have been reduced to one-tenth of what they were before the introduction of digital tools. Since materials can be created without printing, less paperwork is required, which allows more time for customer service, leading to greater customer satisfaction.
In the elderly care business, we are actively working to promote DX on the frontline of nursing care services. By improving operational efficiency and raising productivity with the promotion of DX, we are increasing the amount of time we spend in contact with users, which leads to better service quality. Also, we aim to further improve the workplace environment by mitigating the physical and mental burden placed on employees and reducing overtime hours.
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