Achieve a reduction in the number of incoming calls to the call center through improved usability of the operation manual.

SBI SECURITIES Company Overview

・Capital: 48.32 billion yen (as of September 30, 2018)

・Number of Employees: 539 (as of December 31, 2017)

・Business Contents: Securities Industry

Services

- Manual Creation

・Video Manual Creation

Background

SBI SECURITIES Co.,Ltd. (hereinafter referred to as SBI Securities, abbreviated) has been a pioneer in online comprehensive securities in Japan since it started its internet trading service in October 1999, and has established itself as the largest internet securities company in Japan.

We have received high ratings in various customer satisfaction surveys conducted by third-party evaluation agencies, and we are actively working to improve usability.

They felt the need for further improvement in terms of organizing the operation manuals for trading tools and apps.

Challenges before implementation

At SBI SECURITIES, we aim to support users in resolving any operational questions they may have on the web by enhancing our trading tools and app operation manuals.

We are actively working to improve customer satisfaction as one of the strategies for improving service in call center operations.

- The manual is in PDF format, so the usability is not sufficient.

- Information is duplicated and scattered, making it difficult to find in the form of manuals, help, FAQs, etc.

- Manuals are far from the top page, making it difficult for users to find them.

You had a challenge.

During that time, in November 2017, our company's website was viewed and we received inquiries, and a selection was made by several companies.

Reasons for Choosing Human Science

Specific improvement menu proposals and cost simulations

・Proposal Details

"Based on the survey results from the call center, it was proposed to provide user-friendly explanations of how to use the tool according to the user's purpose, and to make the HTML content easy to view on smartphones and tablets.
Advice was also given on comparing the characteristics and maintainability of manual creation tools. It is expected that incorporating video explanations for each point will further improve customer satisfaction." (Mr. Kakizawa)

・Estimate

　Marketing Department, Mr. Joichiro Kakizawa

"By conducting cost simulations with multiple plans, we were able to verify the cost-effectiveness of improvement options in advance.
In each phase of investigation, design, rewriting, and editing, it was clearly shown why and what costs were required, allowing us to consider the optimal investment cost." (Mr. Kakizawa)

Manual Improvement Process

December 2017 Vendor Selection

2018 January Production Policy Determined

February 2018 Kickoff, Table of Contents, Pilot Version Manuscript

March 2018 Video Specifications and CSS Design

After confirming the finished image in the table of contents and sample, we were able to proceed with manuscript and video production.

March to May 2018 Manuscript Writing and Video Production

Delivered in June 2018

Introduction Effect

Reduced number of incoming calls to call centers through user self-resolution
Improved usability

We were able to reduce the number of incoming calls to the call center for the purpose of creating manuals. In addition, both the page views (PV) and unique users (UU) have increased as expected.
We have adopted a responsive design that can be used on both PC and mobile devices, greatly improving usability. The video manuals for beginner users have also been well received.

Many users and call center operators have highly praised the improvement effect.

Evaluation of Human Science Co., Ltd.

This was my first time outsourcing manual creation,
but I was able to trust and leave it to them with peace of mind.

By entrusting the professionals of technical writing, we were able to enrich the content of our manuals and ensure the improvement of usability.
When confirming the operation of our trading tools and creating videos, we were able to request production work with peace of mind, as it was carried out with a thorough security system in mind.
The ease of maintenance of the manuals has also been taken into consideration, allowing for smooth and cost-effective updates by our staff.

Thoroughly introduce examples of manual creation by other companies! Collection of introduction company case studies

"Even if you say "manual creation" in one word, the content, volume, and target audience vary depending on the company.
If you want to proceed with manual creation but don't know where to start because there is too much volume, if you don't know if you can do what you want to do in-house, if you want to know how other companies are proceeding with manual creation, please download this case study."

[Introduction Company]

Mitsubishi Electric Corporation
Mitsui Sumitomo Insurance Co., Ltd.
Yokogawa Electric Corporation
Yahoo! JAPAN
Mitsubishi Hitachi Power Systems, Ltd.

Introducing case studies from 11 companies, such as 11.

Download here

Related Services

Manual Creation and User Manual Creation