Enhancing Service Quality Across a Nationwide Delivery Network

Released on 2022.02.04

• Knowledge Sharing
• Employee training

Released on 2022.02.04

Founded in 1971 in Machida City, Tokyo, NAC CO., LTD. has developed a diverse portfolio of businesses centered around everyday life and lifestyle services. One of its flagship offerings, the home-delivery water service "CreCla," launched in 2002, has significantly expanded its market share by offering free rental of water dispensers. Today, CreCla is a trusted brand enjoyed by households and businesses across Japan. Known for its high-quality mineral water that is even safe for preparing baby formula, CreCla continues to deliver peace of mind and hydration to customers nationwide.
To learn more about how Nac is supporting its workforce, we spoke with the Dean of "CreCla College," a training program designed for employees and franchise partners across Japan.

e-Learning as a Key Driver for Raising Service Standards

Can you tell us more about your business operations?

Since 2002, we have been managing the entire lifecycle of the CreCla water service—from production and delivery to after-sales support. Our core business model involves renting water dispensers to both individual households and corporate clients, who then purchase water on a regular basis. Currently, we operate approximately 500 locations nationwide, delivering water to around 500,000 customers.

How did you first come across learningBOX?

We were exploring effective training methods to standardize and elevate the service quality of our delivery personnel. With around 1,800 delivery staff operating across our nationwide network, each interacting with customers daily, ensuring consistent service quality was a top priority.

About three years ago, we launched the "Service Quality Improvement Declaration Project" to address this very challenge. The goal was to enhance the service capabilities of all 1,800 delivery staff who serve as the face of our brand. Two years into the project, in the fall of 2020, we began looking for a system that would allow us to easily assess what our team had learned and how they were applying it in their daily work.

We started searching online using keywords like "eLearning" and reached out to several companies offering such platforms. We carefully evaluated each option in terms of cost-effectiveness and ease of implementation. Among the companies we contacted was yours.

Why Did You Choose learningBOX?

We decided to go with learningBOX because it’s a simple, user-friendly system with a low barrier to entry. Our franchise locations are spread across the country, and some operate under different corporate entities. To manage information across all these locations in a centralized way, we needed a robust yet easy-to-use platform. In that regard, learningBOX stood out as the best option.

Initially, we wanted to keep costs as low as possible, so we started with the free version. When we first reached out, the team responded thoroughly to our detailed requests, which gave us a strong sense of trust from the beginning. We began with a trial run using your quiz creation tool, QuizGenerator, and officially implemented learningBOX in January 2021.

The “Survey” Feature as a Daily Report Tool to Share Information

Did the "Service Quality Improvement Declaration Project" include training and information sharing to delivery staff?

As part of our “Service Quality Improvement Declaration Project,” we had been sharing training materials and updates with our delivery staff. Previously, we held contests to determine the top-performing delivery personnel, often gathering at venues like Tokyo Disney Resort. However, due to the COVID-19 pandemic, we could no longer host in-person events. This led us to explore alternative ways to enhance service quality.

It was a transitioning to e-learning with learningBOX, wasn't it?

Yes. In place of the traditional contests, we shifted our focus from identifying the “best” to raising the overall service level across the board. We needed a system that would be accessible to as many delivery staff as possible and allow them to revisit and relearn foundational knowledge.

To achieve this, we created the “CreCla Standardized Test,” a web-based exam similar to a national center test. The goal was for everyone to take the same test, learn the same knowledge, and collectively raise the baseline of service quality. We used learningBOX to develop and administer this test, and also created a series of short quizzes that staff were required to complete beforehand.

Since 2013, we’ve been running “CreCla College” as part of our human resource development efforts. The college oversees a set of training manuals that cover essential information and service know-how for delivery and sales staff. We broke down the key points of these manuals into six modules and converted them into web-based tests. A new set of questions is released each month, and staff can take the quizzes as many times as needed until they pass.

During the trial phase, we used QuizGenerator to test the system internally and prepare for full implementation. Just one month after adopting learningBOX, we launched the short quizzes. By the end of April 2021, we successfully conducted the first “CreCla Standardized Test.”

It’s impressive! Is the training accessible via smartphones as well?

Yes, we’ve designed the system to be flexible with time and device accessibility, so that anyone can participate easily—even from their smartphones. The purpose of the quizzes, as mentioned earlier, is to encourage employees to revisit the training manuals. Since the manuals are quite comprehensive, they can be daunting to read through. By linking quiz questions to specific pages in the manual, we guide users to the relevant sections, making it easier for them to engage with the content. Additionally, we’ve set up a system where participants who score over 80 points on the “CreCla Standardized Test” receive a certification.

Thanks to the implementation of learningBOX, web-based testing has become widely adopted across the company. Even employees who previously had lower levels of digital literacy are now engaging with the training content more proactively.

Have you seen any tangible results since implementation?

The internal response has been overwhelmingly positive. We’ve received numerous requests from other departments asking to use questions from the test in their own internal training sessions, or expressing interest in trying out the web-based system. Many departments were still relying on paper-based or face-to-face training and interviews, which made scheduling and document management quite burdensome. In response, we’ve been sharing how learningBOX can be used to streamline these processes.

As a result, other departments have started using the platform as well. For example, we’ve adopted learningBOX for the license renewal process required for operating CreCla dealerships nationwide. Previously, these renewals were conducted through in-person training sessions, which required participants to travel from all over the country—incurring significant time and cost. With learningBOX, employees can now complete the training at their convenience, eliminating the need for travel and significantly improving efficiency.

Have there been any other changes since the implementation?

Yes, from a different perspective, we’ve also leveraged learningBOX to improve productivity. We now use the “Questionnaire” feature to collect daily activity reports from our sales representatives across the country. These reports are then compiled and used to distribute various updates and insights.

For example, sales reps log into learningBOX and submit their daily performance—such as the number of contracts signed—via a survey form by 9 a.m. the following day. The management team then aggregates the data by noon and publishes a summary as a company-wide announcement. With over 400 registered users, we highlight top performers and share statistics such as the total number of new contracts signed nationwide. This fosters a sense of unity and motivation across the team.

Before implementing learningBOX, we were only able to distribute such updates once a week at most—and even that was a challenge. Now, for the first time, we’re able to share this information on a daily basis.

Some employees are motivated by the opportunity to have their achievements recognized, while others are inspired by the efforts of their peers across the country. We’ve also introduced features like personalized messages from supervisors when certain performance milestones are reached, helping to create a more rewarding and engaging work environment.

In-House Development of Training Is the Optimal Approach

Do you have any plans to utilize learningBOX for operational improvements in the future?

CreCla College serves as the human resource development hub for CreCla. Currently, our primary focus is on in-person group training. However, we are looking to leverage learningBOX to enhance the quality of these training programs.

With learningBOX, we can track how much pre-learning each participant has completed before attending the training. This allows us to ensure that everyone has met a certain baseline before participating. We also plan to use the platform for post-training follow-ups, ultimately consolidating all knowledge acquisition activities within learningBOX.

What are your thoughts on the value of creating training and testing content in-house?

We believe that in-house development is essential for responding quickly. While outsourcing can sometimes be faster and yield higher quality due to reduced workload, in our case, we often face last-minute changes or delays in approvals from government agencies—even when content is developed by our product department. Given this environment, the ability to adapt quickly through internal development is crucial.

A simple, user-friendly, and cost-effective system like learningBOX makes it much easier for us to take that in-house approach.

Lastly, what are your expectations for learningBOX moving forward?

We hope that learningBOX will continue to learn more about our company and proactively offer suggestions. The platform is equipped with a wide range of features, and the more we understand it, the more possibilities we see for its application. That said, we recognize there are still features we haven’t fully utilized. As our partnership continues, we would appreciate it if your team could propose ways to better align the system with our services and training needs.

Thank you for your participation
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