Case Study: Cal Inc. (3,000 Employees) Achieves 84 Hours of Monthly Overtime Reduction and 120 Inquiries/Month Reduction

Case Study: Cal Inc. (3,000 Employees) Achieves 84 Hours of Monthly Overtime Reduction and 120 Inquiries/Month Reduction

Ingage Inc. (Headquarters: Osaka City, Osaka Prefecture; President and CEO: Tetsuya Wada), which provides the communication platform "Re:lation" boasting over 6,000 installations (※1), is pleased to announce the release of a case study on the implementation of "Re:lation" at Cal Inc. (Headquarters: Chiyoda-ku, Tokyo; President and CEO: Akira Maeda), a company engaged in engineer dispatch and contract development.

After implementation, the company's management department broke free from analog operations, achieving a reduction of 84 hours of overtime per month.

◆ Background of Introduction

**"The Analog Limitations" Behind Supporting an Organization of 3,000 People**

Cal Inc. operates 20 domestic bases and 3 overseas bases, with a total workforce exceeding 3,000 employees. The management department supporting this vast organization was inundated daily with labor management for dispatched employees, extensive contract and billing tasks, and IT support requests.

However, the situation in the field was a complete black box; operations were managed using a shared email address in their email client, making it impossible to track response progress. Analog operations were the norm, such as "not knowing who had done what," or "bringing a PC to a colleague's desk or asking for email confirmation offline" to get a supervisor's approval. As a result, risks of missed responses and duplicate efforts became apparent, and the accumulation of cumbersome confirmation tasks placed a significant burden on field operations, which was an urgent issue.

◆ Effects of Introduction

After the introduction of "Re:lation," dramatic changes occurred in the company's management department.

**① Achieved 84 Hours of Monthly Overtime Reduction** With the visualization of response statuses, it became clear at a glance who was handling what, eliminating wasteful confirmation tasks and reducing the overall team's mental strain.

**② Reduction in Routine Inquiries through FAQ Utilization (120/month reduction)** Past inquiry histories, which had not been previously documented as knowledge, were accumulated and utilized as FAQs. This eliminated the "waste of time" spent answering the same questions repeatedly, and established a foundation for new employees to resolve issues themselves.

**③ Bottom-up Improvement Cycle Driven by the Field** "Self-sustaining members" responsible for system promotion were assigned to each department. As a result, the organization transformed into one where each department voluntarily pursued operational improvements without requiring assistance from the IT department.

◆ Future Outlook

Currently, "Re:lation" at Cal Inc. has transcended its role as a mere tool, becoming an indispensable infrastructure, with employees stating, "We can't operate without Re:lation." Ingage will continue to evolve the product at a speed exceeding user imagination, including the expansion of AI features.

Keywords: Inquiry response, Customer support, DX, Paperless, FAQ, Back office, Operational efficiency, Re:lation, Email correspondence