System Replacement Reduces Support Desk Tasks by 44%, Making Personality Tests Easier to Create
Released on
Content sales (B2B)
Released on
Transportation and Mobility Division and its Outsourcing Partner, CAICA Technologies Inc.
- Bad usability of a previous system
- Workload for many inquiries about how to use the previous system and implementation required hours
- Development speed, quality and cost for a new personality test
- Simple UI and cost-effective
- Improved operational efficiency by reducing the number of customer inquiries and operational man-hours
- A new personality test could be created without extra charge.
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 we started "WebstadR" which learningBOX is used as a platform, the number of users has steadily increased.
Since learningBOX is very versatile, 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 attentive to our needs. From the very beginning, I felt your company's dedication to listening to the voice of customers to improve your services. I still feel the same way, and I can tell the trustworthiness as a company.
What do you expect from learningBOX in the future?
When it comes to e-learning platforms, there’s something uniquely valuable about the agility and focus that smaller vendors bring to the table—qualities that are often hard to find in larger, more established providers. It’s this ability to delve deeply into the core of what truly matters that we hope will never be lost. At its heart, e-learning is about enhancing learning outcomes. For a company like yours, whose mission is to provide the foundation for educational services, supporting learners in achieving better results is paramount. This means helping learners to step into the right place for their goals. I can tell your commitment to addressing these fundamental aspects of learning, and we hope you’ll continue to prioritize this focus moving forward.
Another aspect worth highlighting is how learningBOX has consistently updated its versions, becoming more convenient and feature-rich. As the system inevitably grows more complex over time, we hope you’ll hold onto its simplicity. The design and intuitive simplicity are among its greatest strengths, and preserving these qualities will be key to its continued success. Thank you for your ongoing dedication to supporting learners and educators alike. We look forward to seeing how learningBOX continues to grow and innovate in the future.
▼Read more in vol. 1
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