As communication speeds up, a purpose of meetings has changed from discussion to decision making and verification. Moreover, a relationship between employees, who do not frequently meet each other at visiting rehabilitation massage field, become stronger than before.

SUNMEDICAL Co., Ltd.   Interview with Representative Director Mr. Ono, Mr. Hasegawa, and Mr. Takeuchi

SUNMEDICAL Co., Ltd.

 

Representative Director
Ono Ryotaro (Photo)

Sun Nursing Massage Hadano Branch Manager
Hasegawa Makoto

General Affairs Dept. Staff
Takeuchi Kazuya

Based on Kanagawa, the Sun Medical Corporation provides services such as visiting rehabilitation massage, relaxation massage, and other services with medical insurance. LINE WORKS has introduced in order to enhance the management capacity of executive staffs, who are managing employees. This time, we interviewed Mr. Ono, Mr. Hasegawa, and Mr. Takeuchi about the specific usage of LINE WORKS.

Tell us about your company and individual roles.

– Representative Director, Mr. Ono : 
Located in Kanagawa, our company operates the visiting rehabilitation massage business by a masseur who owns national certificate. We also operate stress-relieving salon that lessens daily tiredness or muscle stiffness using five senses and other related business. We are operating 8 visiting rehabilitation massage stores and 5 stress-relieving salon stores. 

– Mr. Takeuchi : 
I am part of the General Affairs Department, and responsible for managing the company’s vehicle, PCs, and company borrowed cellular phones. 

– Mr. Hasegawa : 
I am in charge of visiting rehabilitation massage business. In addition, I visit customer’s house as a masseur and I manage the schedule of staff members as head of the office, simultaneously.

What were the issues before the introduction of LINE WORKS?

– Representative Director, Mr. Ono : 
The number of employees who were only a few at the company’s foundation year in 2000 has now grown up to 130 employees. As the company’s size grew year after year, we believed that the speed of communication would become more important than before. Also, we value people as we put a company’s fundamental policy. Especially, in hopes of improving capacity and becoming outstanding individuals, we actively have been conducting the training workshop for executive staffs. 

 

 

We all felt that, in order to work faster, it is important to make quick responses to the contacts. We think that there are limitations to enhance response rates using communication tools like email or telephone. Until now, the employees have used bulletin boards on the company’s website installed by each Department manager. Field employees, those who have hard time to meet each other due to different work time, used company’s SNS to contact each other. We thought that introducing a convenient communication tool may enhance communication speed than before. 

 

– Mr. Takeuchi : 
It was only morning hours that I can physically meet the employees. For this reason, I basically contacted them through company mobile phone or personal mobile phone. However, I often felt uncomfortable with this due to time limitation. 

 

– Mr. Takeuchi : 
We have used SMS since we rented out 2G phones to our employees up until now. However, I felt that SMS as well as 2G phones were inconvenient to use because contacts need to be re-registered every time when device changes.

What was the decisive reason that drove you to turn to LINE WORKS?

– Mr. Takeuchi : 
In the fall of 2017, the company introduced LINE WORKS as we changed the company rental mobile phone from 2G phone to smartphone. The LINE WORKS, an application available both on the PC and smartphone, was very attractive because we wanted to create an environment where office employees can easily communicate with field employees. I looked over several different tools. However, I gave up on introducing them because employees were unable to get used to them in the trial and there was a need for the training session in order to make every employee member be proficient. 

 

However, when LINE WORKS was first introduced, it was easy to use and well operated without providing additional explanation to employees. Also, Admin function was easy to operate that we were able to control without a manual. 

 

– Mr. Hasegawa : 
LINE WORKS provides video call feature, and it has been a crucial factor to introduce it since Mr. Ono wanted to hold a video conference. LINE WORKS, unlike other traditional communication tools, was also very attractive because it provides Read notification feature to find out whether a message has been read or not. 

 

– Representative Director, Mr. Ono : 
When we introduce LINE WORKS, the internal IT Department set up rules such as ‘Messages that arrive after 8 p.m. can be answered the next morning’ or ‘No need to use closing remarks at the end of the message’ to make LINE WORKS usage pleasant. In addition, each business unit came up with different ideas to make a variety of uses of LINE WORKS.

Tell us the specific use cases for LINE WORKS.

– Representative Director, Mr. Ono : 
Currently, a total of 32 employees in administrative positions like senior executives, director of each sales office, and store manager are using LINE WORKS. we can send opinions to the executives easily as well as accommodate with executives’ opinion better than before. Also, there are executives who exchange personal information like ‘My baby has born’ or upload company PR videos via LINE WORKS to share information actively. Our company values ‘A well-communicated environment’ as the most important measure and we think that LINE WORKS is making a huge contribution to create such environment. Up until now, we have been hearing from employees through face to face interviews or written survey. However, I think we will be able to take advantage of LINE WORKS Form functions near in the future.

– Mr. Hasegawa : 
If the customer is in bad condition and cancel the visiting schedule on that day, we need to make contact immediately to field employees, who are assigned to visit the customer’s house. We can make contacts faster through LINE WORKS than by phone or email. Also, if the sent messages are notified as read, we can assure that ‘the recipients have read the message’, even if there is no reply. 

 

 

 

There are times when we care for customers with a team of external physical therapists or occupational therapists whom are contracted by care managers. And we are mostly using LINE WORKS to make connection to their LINE account and exchange information in real time. Up to this point, the telephone calls have been central to our communication. But, there was a limited amount of time to receive the call and communicate through the phone. Therefore, we often had to call several times to find the most suitable time for communication. After the introduction of LINE WORKS, communication became smoother. Also, we can share customer’s health status and family situations on team’s group chatting room, which enables to achieve care system with better customer satisfaction measurement. 

 

– Mr. Takeuchi :
Because LINE WORKS enables us to find out whether the message has been read or not, we can make decisions faster than before. If an emergency situation occurs at the field we visit, we have to contact our boss about the issue and ask for the solution. When doing so, if we find out the message is not read by the boss, we can immediately make judgement to contact another boss and ask for the resolution. And this is very convenient.

What are the effects after the introduction of LINE WORKS?

– Mr. Takeuchi : 
LINE WORKS made company’s overall communication more active than before because it is easier to express an opinion than email or telephone. In order to confirm each other’s opinion, we use LINE WORKS, which has fast response speed and we can use the appropriate tool for purpose with the contact that needs searching or accumulation can be done by email.

 

 

– Mr. Hasegawa : 
We have discussed various company-level agendas such as new plans and responses through face-to-face meetings. But, now we are actively using LINE WORKS Message function to do so. As a result, face-to-face meetings have turned from a discussion to decision making and final confirmation, allowing more time to spend efficiently. The introduction of LINE WORKS created an atmosphere for the new director to express their opinion freely. 

– Representative Director, Mr. Ono : 
We believe that the adoption of LINE WORKS enabled us to achieve a ‘well-communicated environment = better working environment’ and strengthened the connection between our executives. As more and more employees are now expressing their opinions, I think I can hear about them more when compared with past years. Communication and decision-making procedures are certainly faster than before, and we expect that these changes can lead us to better performance in the future.

 

※ All details, affiliations, and positions specified were gathered at the time of interview.

  • image description

    TRIGGER Inc.

    As the production work related to creatives became more efficient with LINE WORKS, the productivity of the whole company has dramatically improved.

    Read More
  • image description

    Fujitsu Personal System

    With LINE WORKS, it is possible to contact large-scaled stores through LINE. ‘The way of working’ has also changed as we are able to use traveling time efficiently and flexibly.

    Read More
  • image description

    Izumi Driving School Co., Ltd.

    We congratulate students on passing license examination with the LINE WORKS stickers. When adjusting the driving lesson schedule, communication between the customer and the instructor has become smooth by utilizing a flawless linkage with LINE.

    Read More
  • image description

    Kyowa Technologies Co., Ltd.

    We are expecting LINE WORKS to be a turning point for improvement of employee consciousness. While boasting a long and honorable history for 69 years, the company did not hesitate to introduce LINE WORKS and has been continuously improving their task performance.

    Read More
  • image description

    IDOM Inc.

    Connection between LINE WORKS and LINE has enabled us to shorten the time took for selling, buying and contracting the car. By being closer to our customers, we became the store in which gained better trustworthiness.

    Read More
  • image description

    PTS Consulting Japan Corp.

    Communication with employees who are dispatched to client company has been improved with LINE WORKS. IT has also improved the sense of belonging, as well as the problem solving ability of the employees.

    Read More
  • image description

    Intermestic Corp.

    LINE WORKS has been fully introduced to all employees and part-time staffs from 180 shops and headquarters of the eyewear brand 'Zoff'. There was 'Zero inquiry received about the introduction' and communication and know-how sharing became more actively held.

    Read More
  • image description

    ITEC Hankyu Hanshin Corp.

    We have introduced LINE WORKS as a communication tool to utilize for remote working. With this, we have been able to work flexibly by enabling smooth and efficient communication even during telecommuting or field working.

    Read More
  • image description

    SyiSyu Corp.

    We have introduced LINE WORKS to nail shops. LINE WORKS enables to send nail design or schedule tables across all employees and this increases the responsibility of the store staff member.

    Read More
  • image description

    Aska Pharmaceutical Co., Ltd.

    The key to quick settlement of LINE WORKS is that ‘introduction was made through the consideration of communication flow'. It enables insightful sales activities by sharing the trend of competitor companies in real time.

    Read More
  • image description

    Global Sports Medical Laboratory Institute

    Support requesting time during peak season has reduced by 1/4. As chances of not getting the reservations have decreased, we now being able to receive more reservations from our customers.

    Read More
  • image description

    LINE Corp.

    Slack is like a light meeting in an open space, LINE WORKS is used like a meeting to be held in purposeful members and meeting rooms. We are actively communicating by properly identifying tools according to their purpose.

    Read More
  • image description

    Tokyu Department Store

    We identify the ever-changing market conditions and share information in real-time in order to immediately incorporate it into store operations. Information exchange has overwhelmingly speeded up with LINE WORKS, and it also contributed to greater communication and motivation.

    Read More
  • image description

    RIZAP GROUP Inc.

    LINE WORKS has contributed growth of the company by reinforcing the open-minded company atmosphere with its compatibleness. The level of solidarity among employees to enhance customer satisfaction has strengthened than before.

    Read More
  • image description

    Baribari Company

    Thanks to LINE WORKS, communication efficiency between headquarters and stores has definitely increased. What took 3-day has now shortened up to only few-hour long. Daily updated operation manual can now be promptly delivered to the stores.

    Read More
  • image description

    Hinokiya Group Co., Ltd.

    LINE WORKS was introduced to Hinokiya Group as a tool to communicate with customers visiting house exhibition halls. As a result, acquisition of contacts doubled, and the amount of conversations after initial contact has increased three times over. This has led to differentiation over competitor companies.

    Read More
  • image description

    Hamanoya Co., Ltd.

    Morning calls reduced from over 200 to less than 30. LINE WORKS enables delivery confirmation in real time, reducing mistakes and improving teamwork.

    Read More
  • image description

    Chiba University Hospital

    LINE WORKS is a must in the field of emergency medical care, serving as an innovative tool in providing speedy yet high-quality medical services.

    Read More
  • image description

    ANGELUX PLANNING

    The separate usage of personal LINE and work-oriented LINE WORKS helped improve communication and reduce stress for our employees.

    Read More
  • image description

    JK Holdings Corp.

    The rate of survey response has increased up to 85%! The response doubled the speed than paper survey. As we use LINE WORKS for communication with prospective employees, this naturally prevented them from withdrawing their company application.

    Read More
  • image description

    Daito Kentaku Partners Corp.

    As rental building management employees and business partners are able to send and receive photos smoothly through LINE WORKS, it became unnecessary to actually visit the sites. Working style has also evolved into pleasant way, which is to share and check information promptly regardless of time.

    Read More
  • image description

    Amina Collection Co., Ltd.

    The quality of communication ‘became convenient in every aspect’ has improved, and store management as well as warehouse operation has changed efficiently. Corporate culture of ‘everyone participates regardless of positions’ has also strengthened positively.

    Read More
  • image description

    Wisnet Co., Ltd.

    Emergency response required in nursing facility can be completed in 10 minutes. With this, we support the resident's safe living and smooth on-site operation. We are dreaming of organizational culture reformation through casual communication.

    Read More
  • image description

    Nakamura Sangyou Corp.

    The volume of phone calls made with the drivers has decreased by half. The speed of processing customer inquiries and quality of our service have improved as communication speed got faster.

    Read More
  • image description

    SUNMEDICAL Co., Ltd.

    As communication speeds up, a purpose of meetings has changed from discussion to decision making and verification. Moreover, a relationship between employees, who do not frequently meet each other at visiting rehabilitation massage field, become stronger than before.

    Read More
  • image description

    Kishuburo Co., Ltd.

    Since we can confirm ‘finishing touches’ of the construction site with photos, it is possible to issue accurate work instruction without visiting the workplace. By efficienating workflow, we managed 25% more cases in the peak season than the last year, and ultimately led us to improve our achievement record.

    Read More
  • image description

    Ueki Tax Accountant Corp.

    LINE WORKS is perfect tool for small to medium-sized companies to make their first step toward IT. Save 30-minute everyday only from writing business log report! As communication among employees can be held regardless of the place, changes have been made to our daily workflow.

    Read More
  • image description

    Asagiri Maple Farm Co., Ltd.

    By sharing and checking up calves' birth in real time, the calves' fatal death rate has been reduced from 10% to 5%. As communication between employees strengthened, organizational ability has also improved.

    Read More
문의