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Case study

Seven Bank

Designing visual IVR and language and country specific menus and flows with 90% satisfaction

Seven Bank provides customers speaking Japanese and other languages who use its international remittance services with telephone and Web procedural information and FAQs, operator chat, app, and branch services. This case study describes how VisualMenu made choices visibly clear even in accordance with needs, nationality, and seasonal considerations to increase customer satisfaction by guiding and distributing inquiries to appropriate channels.
  • *Altius Link was formed through the merger of Relia, Inc. and KDDI Evolva.
  • *This case study describes the efforts of KDDI Evolva and Seven Bank prior to the merger.

POINT 01

Channel guidance from VisualMenu realizes support with no waits even during peak periods

POINT 02

Improved convenience through menu designs matching needs that vary with country practices and seasons and displaying wait times

POINT 03

Eight months after adoption, 90% of CS survey respondents said they were "satisfied" with VisualMenu

Client profile

Seven Bank

https://www.sevenbank.co.jp
Customer Center General Manager, Customer Service Division
Chiei Naka (l) Officer, Customer Center, Customer Service Division
Masahiro Isshiki (r)

Seven Bank's international remittance service, which has earned a strong reputation as a convenient, safe way for Japan's increasing numbers of residents from abroad to remit money home, is projected to see increasing revenue opportunities with the April 2019 enactment of the amended Immigration Control and Refugee Recognition Act. By providing international remittance services and other financial services to customers, including those from abroad, Seven Bank continues to strive to contribute to a multicultural society.

Issues faced by the client

  • Increasing inquiries about international remittances as the number of accounts grows. Needed to support customers without making them wait at peak times such as payday and the end of the month
  • Needed to offer self service, rapid solutions, and improved convenience and satisfaction to improve customer satisfaction by revising workflows and adopting tools for guidance to appropriate contacts so that each of nine linguistic channels, including Japanese, English, Portuguese, and Tagalog, can be put to effective use
  • Needed to adopt manager screens and specifications tools to make it easy for operating sections to customize services in line with practices in customers' countries and seasons
  • Needed to alleviate telephone congestion and offer call-back reservations for customers who want solutions by telephone instead of self-service using the Web, chat, and apps

Measures taken by Altius Link

  • VisualMenu and SMS, adopted in each of nine languages as solutions to guide 's customers, many of whom use smartphones, to the best channels
  • VisualMenu offers simple flows for customers through multiple types of media including telephone voice guidance, social media accounts, and all notifications. In addition to visual representation of channel menus, displaying when center phone lines are congested and offering call-back reservations
  • After service introduction, Seven Bank's customer services section customized menus to match practices and needs that vary by language, country, and season

Results after adoption

  • Customer satisfaction improved through meeting the needs of customers both in Japan and from other countries with different banking practices by designing and using flows to make VisualMenu as effective as possible. 90% of CS survey respondents said they were "satisfied" with VisualMenu
  • VisualMenu helps to distribute incoming telephone calls, slowing the increase in numbers of calls in proportion to the rate of increase in new personal deposit account openings
  • The choice of VisualMenu, which offers administrative functions and a UI that can be managed and operated by customer support staff, realized less burdensome operations through changing menus and texts of messages and preparing and switching between multiple menu templates
  • In the future, VisualMenu flows will be revised by using VisualMenu's management features to measure trends in UU and clicks on each menu and continually improve menu structure and wording in each language, for even greater convenience

Services adopted: SMS, VisualMenu (as of June 2019)

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