[vol. 2] System Replacement Reduces Support Desk Tasks by 44%, Making Personality Tests Easier to Create

*1

Release Date :December 20, 2024.

• Content sales (B2B)

Release Date :December 20, 2024.

Tokio Marine dR Co., Ltd. was established in 1996 as a risk consulting company of the Tokio Marine Group. As a group of experts that uses digital technology to accurately resolve risks, the company takes on the challenge of tackling a wide range of social issues. The company's Transportation & Mobility Division provides a wide range of support to companies to build and strengthen their vehicle safety management systems, from legal compliance support to consulting based on surveys and analysis, and as part of this support, the company offers a traffic safety web-based learning service. learningBOX is currently being used as the system infrastructure for this service. In this interview, we spoke with the chief researcher of the Transportation & Mobility Division. This interview will be presented in two volumes.

To read the article of the vol. 1, click here.

Brand-new Personality Test for Personality Development

Tell us the personality test in "WebstadR."

We developed our original personality test to enhance awareness for safe driving. It visualizes each driver's strength and weakness, letting them know their tendencies when driving. This personality test will help anybody in any industries.

We have been discussing the development of a new personality test for a long time. However, we knew it took a lot of time, effort and cost to create it from scratch. We had been faced challenges of how to save time and cost with high customer satisfaction.

Originally, we had been offering several personality tests for a long time, including some we had developed decades ago, but we decided to discontinue all of them. We were very concerned about the replacement of a personality test, but we found Personality test in learningBOX, and we began to expect this function could be the solution.

What was the first impression on our personality test?

It was very fast to create a test. This made me change the way of thinking to create a variety of tests so that we could respond to our customers' diverse needs. Although our Safe Driving Online Course has more than 150 content, the number of our personality test could be as many as it does, and we expected this would let our customers select one from a variety of content.

The first personality test released in April 2024, and the second release is coming soon. Also, we are planning to create other personality tests afterwards. The product concept of these personality tests is a little different from our previous ones which we had provided for years.

Tell us more about your future products.

Our previous personality tests were not designed to be updated after release, but we believe that the updates of our new personality test open the door for our success.

Data collection and analysis will result in high quality of the personality tests, improving the content of feedback. We believe such continuous effort will contribute to the development of our new services.

As I mentioned, it is difficult to create a personality test from scratch due to the time and cost. Thanks to the personality test templates provided in learningBOX, we can now easily update our services in no-code or low-code.*2 Accumulating data not only helps quality improvement but makes it possible to offer a variety of personality tests that we had had difficulties in creating for years.

*2...No-code refers to development in which no source code is required while low-code refers to development in which minimized source code is required.

Expanding the Use of learningBOX

According to your company's website, the number of accidents among customers who used "WebstadR" decreased by 70%.

Yes. Companies whose safety training has resulted in a reduction in the number of accidents have at least two things in common: First, the content of the training is appropriate for the company's current risks, which means that the e-learning program has selected appropriate content. Second, the e-learning program is well-managed. For instance, they encouraged participation and made efforts to increase the participation rate. When both are well achieved, the participation rate exceeded 70%, leading to a reduction in the number of accidents.

As consultants, we would like to add value to this service by providing content with higher effects and management support to increase the course attendance rate. We hope that new features will be add to learningBOX to motivate learners and enhance attendance rates.

We will continue to work on improving the attendance rate. What kind of feedback have you received from those who have used the WebstadR?

The ease of use is the biggest one. The decreased number of inquiries about how to use and dissatisfaction of UI/UX proves the fact.

How much has the number of inquiries decreased since the introduction of the learningBOX? What other benefits have you seen?

The number of help desk inquiries has visibly decreased by 44% compared to before the introduction of learningBOX. The following chart describes the details.

*1
- Survey targeting the most common inquiry (category) highly relevant to the operation of e-learning systems: failed to log in (cannot log in for some reason).
- The number of cases is based on support desk inquiry records. Figures for FY2022 (April-September) and FY2024 (April-September) are used for comparison.

This reduction also results in customer satisfaction. In addition, not only the number of inquiries, but also the man-hours required for system setup have been greatly reduced.

In our case, quite a complex operation is required for each customer for our services. Therefore, the simple UI and the detailed Management roles have a high impact on our tasks, and learningBOX has helped in reducing such workload very much.

Our workload of system maintenance has also been reduced. learningBOX has a low failure frequency, and the date of maintenance can be selected (in case of Enterprise), so we are very satisfied with that.

The reduction in operational man-hours in all aspects has led to a reduction in operating costs. And since the launch of "WebstadR," which replaced learningBOX, the number of users has steadily increased.

Since learningBOX can be used in a variety of situations, we are also providing "Tokio Risk Intelligence," "mini Tsuku Video," and "dR Knowledge Square" services on learningBOX.

learningBOX Addresses the Efficiency of Learning

Tell us about the impression on our sales and support team.

Thank you for always being really attentive to our needs. From the very beginning, I felt your company's dedication to listening to the voice of customers to improve services. I still feel the same way, which makes me improve the trust as a company.

What do you expect from learningBOX in the future?

I hope that we will not forget the agility that major vendors do not have, and the commitment to properly pursue the essential aspects of our business. When you talk about essential points, you are referring to the part of improving learning effectiveness through e-learning, aren't you? Since the foundation of your business is to provide the infrastructure for educational services, the aspect of supporting people who learn is to help them change their behavior to the desired behavior in order to improve the learning effect. I think that the company is facing a fairly essential aspect of thinking about what it can do as a system to support this, so I would still like you to keep that part of your business in mind.

Also, learningBOX is becoming more and more convenient with each new version, isn't it? I think the system will become more and more complex in the future, but I hope that the "simplicity" of the first version will not be lost. The lightness and simplicity of the system is very good. Thank you for your continued support.

Please see the rest of the article in Part I for more information on the benefits of implementing ▼learningBOX.

Case Study - [Part 1] Tokio Marine Dealer, Inc.

In this issue, we interviewed Tokio Marine Dealer Co., Ltd. about how they have used learningBOX as a system platform for their web-based learning service to improve operational efficiency by reducing the number of customer inquiries and the number of man-hours required to operate the service.

Thank you for your participation
.