Shineos Inc. (Headquarters: Yokohama, Kanagawa; Representative Director: Guangxi Zheng (鄭光錫); “Shineos”), which provides AI agent development, custom SaaS, IT consulting, and offshore development, announces that it was engaged by Smartwill Inc. (Headquarters: Shibuya, Tokyo; Representative Director: Masashi Sakamoto; “Smartwill”), a company that provides CRM consulting and digital solutions, to customize, extend, and maintain Smartwill’s CRM system BoCRM. Shineos supported the work end to end, from additional development before release through maintenance after release.

This was not a feature build in isolation. Shineos designed a customer experience that connects to sales. A LINE follow-up, triggered by the date and time of an in-store visit, was implemented, and the system responds within one second even at about 270 customer interactions a day, so staff are not waiting on the screen. After release, staffing flexes with the operation, and support continues. The engagement does not end at delivery.

Background: a management problem in retail

BoCRM is Smartwill’s platform for managing, analyzing, and using customer data across industries. This project extended BoCRM for a retailer so that an in-store conversation could lead to later follow-up and another visit. The problems in view were these.

A common complaint among retail owners is that a real conversation in the store never quite becomes a digital follow-up. The visit is on record, but the next message or the next booking depends on whoever remembered, and the chance to raise repeat visits is lost.

Smartwill’s BoCRM is a base that collects, manages, analyzes, and uses that data in one place. The hard management choice for each company is how to add changes that match the actual workflow, and how to keep improving after release.

What this project was: one engagement, aimed at return on the investment

Shineos treated the work as a long-running partner that reduces wasted management effort, not as a one-off contract. People move between pre-release development and post-release maintenance, so the development spend does not harden into a fixed cost, and the service still stays up.

Before release: changes that lead to the next action

BoCRM customized for the shop floor — from functional requirements through data migration. Screens and paths that store staff use every day were reworked so the parts that were hard to use were removed in one pass.
LINE follow-up triggered by the time of the visit (the main feature) — coupons, the next booking, and after-care messages go out from the moment of the visit, at a time that fits. The visit does not end at the counter, and “I want to come back” is driven by the data. In-store service and online marketing automation sit on the same path. Manual work for the retailer’s marketers goes down, and follow-up that used to live with one person becomes something the organization keeps.
Tuned for the pace of service (a response that does not make staff wait) — bottlenecks were traced against about 270 interactions a day. Responses land within one second, so staff are not stuck on a spinner, and checkout and booking stay smooth.

Flow that starts from a QR scan at the counter and connects the hearing, the record of the visit, and later lookup of that history

Figure: how a service record is collected (source: materials from Smartwill Inc.)
In the figure, Stylist means staff and Customer means the guest.

After release: maintenance that can change with the business

After go-live, Shineos keeps answering requests for new features, keeping the service stable, and watching performance. Staffing is sized for busy and quiet periods, so fixed cost stays down and maintenance quality stays up.

What changed

Repeat visits as a system, not a habit — service records and LINE are linked, so follow-up is less likely to be missed. Extra bookings and return visits after a store visit can be followed as data.
Higher productivity on the floor, and more even service — a screen that responds within one second, plus a follow-up flow that does not depend on one person, lowers the load on staff and makes the quality of service more even.
A data base for customer lifetime value — service insight and LINE actions sit together in BoCRM. The team can see which conversation led to the next booking or purchase, then use the same base to prioritize higher-value customers or to reach people who have gone quiet.

From Smartwill

Yuya Nakamura, Consulting Division, Smartwill Inc.

At BoCRM, storing the record of a visit is not the point. The point is to connect that visit to the next conversation and the next time the customer comes in.

Shineos built to our concept and requirements, and also proposed improvements with day-to-day operation in mind. Covering both the additional work before release and maintenance after it raised usability and stability.

The two companies will keep refining BoCRM’s features and how it runs, and will keep supporting the CRM work and the customer experience of the companies that use it.

What’s next

Shineos will keep extending BoCRM and keeping it stable with Smartwill, on the base built here: BoCRM, automatic LINE follow-up, and service data. The same work applies beyond retail — richer customer contact in other industries, and CRM that uses the record of a conversation.

Shineos designs a customer experience that connects to sales, then builds and operates it in one engagement. If you are looking for a development partner from a new SaaS or web service, through customizing a system already in the field, to a maintenance setup that can flex after release, please get in touch.

About Shineos Inc.

Shineos Inc. (Headquarters: Yokohama, Kanagawa; Representative Director: Guangxi Zheng (鄭光錫); founded September 2021) works under the purpose of creating new value and bringing a shine to the world. It is a group that uses IT to take on complicated company problems. Japanese-quality project management and support that stays close to the work are the core. Requirements, development, and operation are one engagement.

Business

IT consulting and DX support
Building global offshore development teams
Contracted system development (web and mobile)
Developing and operating our own products, including SaaS

Company profiles

Shineos Inc.

Address: Yokohama, Kanagawa
Representative Director: Guangxi Zheng (鄭光錫)
Founded: September 2021
Business: IT consulting and DX support / contracted system development / offshore development / developing and operating our own products, including SaaS
Site: https://shineos.com/

Smartwill Inc.

Business: business-strategy consulting, digital solution development, and communication programs
Address: Shibuya, Tokyo
Representative Director: Masashi Sakamoto
Founded: April 2010
Site: https://www.smartwill.co.jp/
BoCRM: https://lp.bocrm.net/

Press release (PR TIMES): https://prtimes.jp/main/html/rd/p/000000015.000095807.html