Integration app
Noevir Holdings implemented LINE WORKS to create more connectivity among all sales representatives, customers, and distributors. In terms of dynamic communications and minimizing unnecessary tasks, employees can utilize the chat-based solution and send files such as photos and documents to each other. We interviewed Ms. Takigawa, Ms. Munezane, and Mr. Murakami from the Information System Department about specific use cases and future applications of LINE WORKS.
Please tell us about your business, roles, and responsibilities
Ms. Takigawa :
Noevir Group encompasses cosmetics, health food, and OTC pharmaceuticals businesses. Group companies include Noevir Corporation (hereinafter referred to as “Noevir”) that manufactures and sells cosmetics and OTC pharmaceuticals, TOKIWA Pharmaceutical Corporation, and TOKIWA Medical Service in which operates a placement medicine sale, a unique pharmaceuticals sales system in Japan. As an Information System Department Director, I oversee all affiliated companies’ information systems.
Ms. Munezane :
My responsibilities as the manager of the Information System Department include management of all affiliated companies’ ID, server, and network. Also, I take charge of the selection and operation of systems and applications.
Mr. Murakami :
I work with my manager, Ms. Munezane, on server operation, and network management. I am also responsible for implementing various services, including LINE WORKS and its operational practices.
What were the challenges you had before introducing LINE WORKS?
Ms. Takigawa :
Noevir’s products reach customers via corporate authorized selling agencies or housewife staff’s individual sales activities. Thus, Noevir’s sales representatives would oversee several distributors per branch and conduct sales support activities with phone calls and e-mails. However, the communication between distributors and sales representatives was often ineffective; many sales representatives were in dire need of a way to deliver information to several distributors at once. As a result, a request asking to authorize the use of LINE came to the Information System Department.
Sales staff provides the distributors with information on new product launch, training sessions, delivery dates, and inventory data. Conversely, distributors must report back their daily sales activities. With LINE, I could envision the seamless and more immediate communication. However, the risk of misdirecting messages that may contain confidential or personal information to the outsider was quite concerning.
Why did you choose LINE WORKS? Also, could you explain the implementation process?
Ms. Takigawa :
First, it began with a request from the salesperson of TOKIWA Medical Service. The salesperson asked the permission to make use of LINE to contact nationwide placement medicine sales customers. Hence, we adopted LINE WORKS for its chat interface that could safeguard our sensitive corporate data. Since LINE WORKS is easily accessible on PC, we can send long announcements from the head office at once too. Accordingly, TOKIWA Pharmaceuticals’ and Noevir sales employees began using LINE WORKS to contact distributors. Nowadays, more than 1000 people from the Sales, Information System and Management Department of the three aforementioned companies utilize LINE WORKS.
I think the advanced security and familiar user interface similar to LINE are the most appealing aspects of LINE WORKS. Indeed, getting rid of the need to train many midway sales team joiners is a great advantage. Moreover, we expected that even the partnered distributors with high age range could benefit from LINE WORKS’ external messenger connection feature. In fact, we believed that the distributors could experience improved communication with our sales representatives since they know how to utilize LINE already.
Ms. Munezane :
Initially, we used to write and distribute manuals or hold a briefing session when introducing a new tool – LINE WORKS never needed them. Even after the implementation, only a few employees had inquiries about usage. LINE WORKS is the first tool to integrate into our company system so seamlessly.
What were the security measures after implementing LINE WORKS?
Ms. Takigawa :
We make sure to instruct sales representatives not to leak the personal information and that every conversation that took place via LINE connection will leave log data.
Mr. Murakami :
We can guarantee security by preventing employees from sending executable files with the LINE WORKS admin feature.
What are the implementation effects of LINE WORKS? Tell us about the specific use cases
Ms. Takigawa :
Group chat feature became the inseparable communication tool to Noevir sales representatives. Initially, the function could not be interconnected with LINE, but over time it became available with updates. We are thankful for how it allows a number of our employees to exchange information at any time; this is crucial as sales representatives must interact with various distributors and groups, such as specific event participants. Previously, sales staff had to call or send e-mails to each distributor individually; only after connecting with LINE did LINE WORKS become the primary communication tool to sales representatives. Now sales employees can create group chats based on different purposes and invite the right people without any limitations. Furthermore, they can conveniently handle tasks with flexibility by sending information at once in the group chats.
Mr. Murakami :
Sales employees can send Excel, Word, and PDF files with LINE WORKS. Now sending various business data is easily accessible.
Ms. Takigawa :
In addition to cosmetics, Noevir runs apparel and underwear businesses. Therefore, we use LINE WORKS to inform new products to distributors and retailers by sending sample images or explanation videos made by sales representatives in group chats.
Ms. Munezane :
In the past, the Information Systems Department used to deliver system failure or update notices to all group companies via e-mail. After implementing LINE WORKS, we post such information on home boards. Most of the employees check home postings faster than e-mails; hence, we make announcements that need to be delivered swiftly and surely on home boards.
Ms. Takigawa :
Initially, LINE WORKS was selected primarily as a means for the sales force to communicate closely with customers and distributors. However, now it functions as a convenient platform that bridges communication among all affiliated companies even more so than the existing groupware.
How do you manage a good number of LINE WORKS accounts?
Mr. Murakami
The Information System Department needs to manage all accounts of affiliated companies. We use the LINE WORKS API and ETL tool’s DataSpider※ to acquire HR info in the form of CSV data automatically. The system deletes the LINE WORKS accounts of retirees and members on leave by itself; it also sends issued accounts to new employees through e-mail. As there is no need to manage each account manually, it helps to streamline work procedures effectively.
How do you wish to use LINE WORKS in the future?
Ms. Takigawa :
Currently, we are using LINE WORKS in combination with the existing groupware. However, in the future, we plan to use it as the primary communication tool to support busy sales staff by connecting with various systems and better take advantage of its convenience. We are reviewing whether we can communicate and check work-related info immediately and securely only using LINE WORKS all over the group companies.
One of the attempts is to implement a Help Desk Chatbot related to PCs utilized in the office. Sales representatives frequently work outside and cannot contact the helpdesk in case of desk absence. As a result, I would like to establish an automatic response Chatbot for simple inquiries. In the future, I want to develop a hub to connect to various applications. If we can consolidate different systems’ UI into LINE WORKS as a single platform, it would boost the productivity of our sales teams.
Ms. Munezane :
Ms. Munezane: We are considering whether it would be possible to replace manual writing of daybook, using existing company groupware, with LINE WORKS voice input system outside the office. Though we are already supporting our employees by giving them access to connect with smartphones, we would like to significantly improve their work efficiency by facilitating more comfortable and faster ways to input info. LINE WORKS is equipped with various functions in addition to voice input, and therefore, we would like to increase the applied uses within all group companies.
※DataSpider…ETL tool that connects data between different systems without programming
※All details, affiliations, and positions specified were gathered at the time of interview.
