In telephone consultation services, consultation content, response history, follow-up status, etc. were managed in Excel files, and checking the past history of each person who called and sharing information between staff members took a lot of time. Consultation records were difficult to search, making it difficult to refer to similar cases, and the inefficiency of information management, such as the need to respond appropriately to ongoing users and the analysis and compilation of consultation content, was a serious problem that hindered the improvement of the quality of consultation services.
System Overview
We have developed an online system that can centrally manage everything from accepting telephone consultations to managing response history. Counselor can record consultation details and update response status from a dedicated screen, and administrator can check the history of each client and the progress of each case in a list. By using a reliable database for information management, we have implemented functions such as quick search of past consultation history, automatic notification to staff, classification of consultation content and statistical analysis.
Benefits of implementation
By completely digitizing consultation management, we have eliminated the complexity of Excel management and the fragmentation of information. We can now instantly refer to the past history of each client, enabling continuous and consistent support. The improved searchability of consultation content also makes it possible to utilize similar cases, improving the overall quality of consultation support and significantly reducing administrative processing time.
