Shinka Releases Case Study of "Kaikura" Utilization at Honda Mobility Tohoku

Shinka Inc. (Headquarters: Chiyoda-ku, Tokyo; President & CEO: Takahiro Ejiri; hereinafter "Shinka"), developer and seller of the AI communication integration platform "Kaikura," has released a case study interview on the implementation of "Kaikura" at Honda Mobility Tohoku Inc. (Headquarters: Sendai City, Miyagi Prefecture; President: Hiroaki Watanabe; hereinafter "Honda Mobility Tohoku").

Left: Mr. Ohama, Chief of Sales Planning Group, Right: Ms. Onsei, Manager of New Car Sales Section

Honda Mobility Tohoku, which operates Honda four-wheel dealerships in the six prefectures of Tohoku, introduced Kaikura with the aim of improving customer response quality and strengthening information sharing following their company merger in April 2024. As various customer response reforms progressed, Kaikura played a part in these efforts. Through these company-wide initiatives, customer satisfaction indicators also showed an improving trend, resulting in a 10.4-point increase. Furthermore, a company-wide survey revealed that 96% of staff responded, "We are glad we introduced it," indicating that certain effects have been observed in standardizing phone response quality and information sharing. This release excerpts parts of the published interview to introduce the implementation effects and organizational utilization methods.

Details of the implementation case study interview can be found here: https://kaiwa.cloud/case/092/

Background of "Kaikura" Implementation: Challenges of Personalized Phone Responses Highlighted by Company Integration

In April 2024, "Honda Four-Wheel Sales South Tohoku" and "Honda Four-Wheel Sales North Tohoku" merged to form the current structure of Honda Mobility Tohoku. Prior to the merger, both companies faced the challenge of having customer satisfaction indicators at the lowest levels nationwide, making the standardization of customer response quality an urgent priority simultaneously with the integration.

At the time, there was a high risk of missed responses and communication failures because responses were interrupted when the person in charge was absent, and follow-up calls were managed using sticky notes. Additionally, in large stores with many staff members, the number of transfer requests was high, leading to long hold times and customers being kept waiting, highlighting issues with personalized phone responses.

Changes After "Kaikura" Implementation: A System to "Understand the Customer" Across the Entire Store

The introduction of Kaikura facilitated smoother visualization and sharing of customer information at each store, evolving from personalized responses relying on individual memory and experience to a system where the entire store supports the customer.

Point 1: [Towards a System of Receiving Compliments Through Visualization of Information Sharing]

With incoming call pop-ups and memo functions, even staff members other than the assigned representative can grasp past interactions. This has led to instances where staff members who took calls in the absence of the assigned representative received compliments from customers, contributing to customer support across the entire store.

Point 2: [Promoting Operational Efficiency Through Integration with Core Systems and Elimination of Analog Processes]

The use of Kaikura has eliminated the need for traditional paper contact books, reducing the risk of information loss. Furthermore, by integrating with the core system for car dealerships, customer information can be viewed with a single button click from a pop-up, leading to reductions in management and search time.

Point 3: [Penetration of Utilization Throughout the Company Through "Kaikura Committee" and Training]

A unique internal promotion system has been established, including the cross-dissemination of success stories in the "Kaikura Committee" attended by store managers from each branch, and guidance on utilization during new employee training. Information sharing between branches and staff members has progressed, with 96% responding "We are glad we introduced it" in a company-wide survey.

The company has also established a system at the head office's "Customer Consultation Room" to confirm call content from all branches, enabling prompt initial responses in the event of any incidents.

Comment from Honda Mobility Tohoku Inc.

Yuko Onsei, Manager, New Car Sales Section, Sales Department, Sales Headquarters

"Initially, I truly doubted whether customer satisfaction would improve just by improving phone responses, but after actually starting to use it, all those concerns disappeared. I feel that we have shifted from relying on individual memory and experience to a system where information can be shared across the entire store.

For companies that have integrated organizations with different cultures and want to improve their customer response capabilities, Kaikura should be a powerful tool."

Implementing Company: Honda Mobility Tohoku Inc. Overview

Company Name: Honda Mobility Tohoku Inc.

Representative: President Hiroaki Watanabe

Location: 1-6-36 Sencho, Miyagino-ku, Sendai City, Miyagi Prefecture

Business Activities:

- New Honda four-wheel vehicle sales

- Used car sales

- Vehicle maintenance

- Non-life insurance agency business

Website: https://www.hondamobility-tohoku.co.jp/

About Kaikura

"Kaikura" is an AI communication integration platform that centrally manages all customer communications, including phone, in-person, email, SMS, and LINE, in the cloud.

It aggregates and visualizes the history of various contact points for each customer, and generative AI automatically determines call transcription, summarization, and even "response quality." By making all conversations a real-time data asset, it contributes to the resolution of personalization issues, reduction of on-site workload, and sustainable corporate growth.

Since its service launch in August 2014, it has achieved a retention rate of 99.7% and has been introduced in over 3,200 companies and 6,400 locations (as of the end of March 2026). It is highly regarded as a platform promoting DX in customer communication.

Service Site: https://kaiwa.cloud/

* "Kaikura" is a registered trademark of Shinka Inc.

* "LINE" is a trademark or registered trademark of LINE Yahoo Corporation.

About Shinka Inc.

Shinka Inc. (Tokyo Stock Exchange Growth Market, Securities Code: 149A) is a communication platformer whose mission is to make all corporate conversations interesting, with the management philosophy of "Making the world more interesting with IT."

[Company Overview]

Company Name: Shinka Inc.

Representative: President & CEO Takahiro Ejiri

Head Office Location: Hirose Building 10F, 3-17 Kanda Nishikicho, Chiyoda-ku, Tokyo 101-0054

Established: January 8, 2014

Capital: 397 million yen

Number of Employees: 81 (as of the end of March 2026)

Corporate Site: https://www.thinca.co.jp/

Shinka IR note: https://note.com/thinca_2025 (Information on business strategy and growth potential)