Aktio Holdings adopts ServiceNow customer service management as the basis for the development of “Construction Machinery Rental Network Order Service” | ServiceNow Japan GK Press Release

ServiceNow Japan LLC (Headquarters: Minato-ku, Tokyo, Executive Director and President: James McClidi, hereinafter referred to as ServiceNow Japan) is operated by Aktio Holdings Co., Ltd. (Headquarters: Chuo-ku, Tokyo, President: Mitsuo Onuma, hereinafter referred to as ServiceNow Japan) , Aktio Holdings). We are pleased to announce that ServiceNow’s Customer Service Management (CSM) has been used as the development and operation platform for the “Construction Machinery Rental Network Service” we provide.

Aktio Holdings has a wide range of businesses such as construction equipment leasing, construction, transportation and dispatching businesses. The construction machinery leasing business, which occupies a core position in the company, is a high-value-added, consulting-type leasing service. It is not just renting construction machinery, but providing support with the company’s professional knowledge, and even system design and machine development. We provide “Rentalting ®”.
The company aims to provide customer-friendly services, and traditionally accepts construction equipment rental orders over the phone to take advantage of its consulting advantages. However, it is not possible to accurately confirm that the phone is busy, the order is correct, that it is not repeated with other orders, the order is placed correctly, and the order can be inquired and placed during non-business hours. Facing the challenge of inefficient telephone support, such as no telephone support.

Therefore, in order to support customers who are promoting work style reforms on construction sites, they can easily place orders online through any terminal such as smartphones, tablets, and personal computers, 24 hours a day, 365 days a year. . In October 2020, we began to fully develop the “Construction Machinery Rental Online Order Service”, which enables us to do this.
Although it is a leasing and ordering service, the purpose is not to reduce the workload of the company, but to deepen contact with customers, so it is a simple e-commerce website, customers can only browse and order construction machinery that can be leased online. It is necessary to achieve Online services, including “rental®” services, have always been the advantage of Aktio Holdings, not a service.
Therefore, ServiceNow’s CSM can use not only the EC site function, but also communication functions such as chat and digital workflow. The business process is automatically moved according to the order. It is decided to adopt it as the basis for developing and operating the service.

After starting to provide online ordering services for construction equipment leasing, leasing orders can be placed at night and holidays, and customers no longer need to wait for the company’s sales office to open. In addition, customers used to ask at the sales office which machines and how many machines were on site, but now customers can view this information on the service page, and I did it. In addition, since it is possible to share with the site participants which construction machinery has been ordered at the construction site, which has not been paid, and whether it has not been returned, duplicate orders and omissions can be prevented. It is a mechanism that can provide customers with higher value.

In the future, we hope to use digital workflow for the delivery of construction machinery to improve efficiency. At present, we are arranging to deliver the construction machinery with paper materials to the shipping company signed outside the company after receiving the lease order, but by using a dedicated application developed based on ServiceNow, it will be automatically sent to the shipping company. We plan to release a mechanism in May 2022 that will allow us to schedule delivery operations.

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