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By centrally managing and distributing content, you can immediately provide PDF and video content to a variety of devices. Sales representatives can utilize updated data in real time, and managers can communicate in two directions based on the relevant statistics that are being used.
More than just providing simple content, you can also communicate with the internal community through the bulletin board and utilize various additional features such as education through solving quizzes and receiving verification records through e-signatures. Moreover, the highest level of security is guaranteed from the servers to personal devices to prevent any data leakage from applicable services. File sharing and extraction can be blocked according to corporate’s discretion, and all content libraries are managed in an encrypted manner to prevent application’s data leakage.
The uploaded data is provided through the server, and the expiration date can be set for each data. This allows the content to only be provided during a valid period, and in case of content update, the existing content can be replaced seamlessly.
Access to modify/delete all materials that are uploaded to the library is provided only to the administrator, and users can download materials from the Mentor application to utilize them in a variety of ways. Content utilization tools such as wireless printing and drawing functions through Airprint are provided, and the provided materials can be easily shared with customers.
The Mentor solution operates in Microsoft Azure Cloud environment, known for its world-class security. All content registered through Mentor Center is encrypted and can only be viewed by authorized users, and access is immediately blocked upon one’s resignation. Mentor manages corporate resources by completely separating corporate and personal data.
Managers can check how efficiently users are using Mentor. Through the Mentor Center, managers can check how much content a user received, viewed, along with how long a user stayed, and ratings for each content, enabling more effective content production/provision in two-way communication even when creating in-house distributed materials.
SK chemicals adopted Mentor to conduct customer sales activities through digital brochures. Sales activity information, such as view count of digital brochures, is checked through the admin page, and product information and training materials for salesperson are delivered in real time. In addition, salespeople who originally participated in a PC based test can now participate in real-time test anywhere through smart devices, which reduced their commute to the headquarters and strengthened on-site sales.
Jin Air introduced Mentor for flight crews (pilot), replacing a huge Flight Bag of 30kg with a single iPad when preparing for the flight. The flight crew checks the uploaded contents, such as weather and flight plan, before the flight and immediately signs for confirmation; such data is delivered to the Ministry of Land, Infrastructure and Transport, having the effect of an electronic signature. In addition, pre-briefing materials are printed via Airprint in the briefing room, and flight experiences are shared through notices/bullet boards. Since May 2018 – when Jin Air adapted Mentor – to July 2021, Jin Air is stably operating its system without a single accident.
In the past, membership programs were mostly operated in the form of providing point system or discounts to consumers.
However, as CXM (Customer eXperience Management) marketing and data-based marketing have become more important in recent years, membership programs are evolving into a communication channel that includes various services and contents, such as providing simple benefits as well as recommending products according to customers’ purchase patterns. Brand loyalty can be increased by providing benefits and content exclusively for those who sign up for a membership, and by strengthening the bonds between customers who consume such exclusive services.
In line with afore mentioned paradigm, membership application services should be able to collect utilize personalized data to provide a unique customized services to each customer. In addition to basic information such as age, gender, and residential area, various information on customer behavior such as access cycle, service use pattern, and purchase pattern should be collected and managed for marketing purposes and to build a lasting relationship with customers
Through membership registration process or by collecting patterns of membership use, you can obtain various information from customers and analyze membership customer base and targets based on basic data such as gender, age, and interest.
In addition, it analyzes the service use rate and push notification response of membership customers in real time, then groups customers based on the collected data, and selectively sends pushes and events to customers in such group.
Brand loyalty can be enforced through not only by increasing the satisfaction with product itself but also with the use and follow-up management of the product. Membership, which can only be accessed by purchasing branded products, provides members with private information and services and offers points and coupons for continued use: such membership service presents a differentiated experience compared to the customers who have not purchased brand products, creating a sense of being more ‘special’.
General services that require membership registration usually operate by creating an ID and a password. On such occasion, ID and password are often easily forgotten, and the customers of services that target middle-aged people confront inconvenience in the usual way of registration and logging in, which deter such middle-aged customers from registration.
To solve this difficulty, mobile phone authentication feature has been introduced to proceed from membership registration to log-in simultaneously without having to use ID and password. Once personal is verified, the login session is maintained, and customers can also use a simple password or biometric authentication of the device itself.
As wallets are integrated into smartphones, membership cards that were issued as paper or plastic cards have now been converted into app cards that can be directly issued and used on mobile devices.
A one dimensional code – one number barcode for one member – was mainly used in general membership applications. However, such one dimensional codes are vulnerable to security risk since they are not updated once they are set: if they are exposed to a third person, he/she can regenerate the code to use them.
If two dimensional codes such as QR codes or matrix codes are used as membership app codes, it is difficult to illegally use, and even if they are exposed, security is reinforced by time-out feature in the membership application.
In the past, customers were only able to view their points, coupons, and benefits of eKOLON membership if they visited the offline store. To tackle such inconvenience, we introduced a mobile application to attract membership of offline channels and connect customer contact channels compared to online channels, and to improve customer convenience, we have established an environment where membership and brand-related information can be used conveniently.
As a result, eKOLON Membership service has developed into an integrated membership that encompasses more than 20 brands, providing one membership barcode for convenient use, and guiding not only offline coupons but also coupons available at online malls in a coherent manner.
Lexus Lounge offers a private membership exclusively for Lexus members. Customers can easily check vehicle-related history, such as vehicle maintenance details and relevant e-documents and check the available time slot on the application to make service center reservation, which used to be a cumbersome process. In addition, customer's activity information is transmitted to the corresponding SC for customer consultation or reservation confirmation.
Based on the customer data collected at the time of membership registration, various conditions of segmentation are conducted to group the customers based on the classified criteria for sending customized content and push to applicable groups. Through such built-in system, corporates can understand customer's vehicle life cycle and interests, and send push messages to customers or provide personalized content, and more.
Previously, all work, public relations, and customer management were managed offline.
Salespeople also managed customers using marketing methods such as phone calls and DMs, and customer’s vehicle management such as maintenance reservations were possible only by calling the service center. However, the current membership application service provides PUSH notifications to inform events and relevant news to customers and offer a more convenient way to make reservations for service centers; even after expensive vehicles are released, the brand's reliability is improved through continuous benefits and care, and customer satisfaction is increased through various additional services.
Such documents have legal effect when executed under seals. Documents are managed in a paper form, which incurs a lot of cost and time, such as issuing and destroying documents, and makes it difficult to search and refer such archived documents. In addition, physical space for storing paper documents is required, which incurs maintenance and management costs, such as operating a separate warehouse for document.
With the development of the Internet and a gradual trend shift to electronic documents, corporates have attempted to convert paper documents into electronic documents. To reduce paper document management costs, various types of electronic documents were introduced and used, while many corporates stored and managed electronic documents with original paper documents, in case since legal effect was required, as electronic documents were not legally recognized.
With the enforcement of the amendments to the Framework Act on Electronic Documents and Electronic Transactions in December 2020, electronic documents also became legally effective. The expression "written" is now not limited to paper documents, and electronic documents are recognized in writing if certain requirements are met, escaping from inefficient double document storage by discarding the paper document once an authorized electronic document is saved into storage center.
Electronic documents are more cost-efficient and easier to use than paper documents, and increase business efficiency and speed through online work procedures. Through usage of cloud, files can be stored without physical space, and the risk of being lost due to fire or water damage can be prevented by data backup. In addition, various security systems can be used to ensure security, such as features to prevent leakage, forgery, or alteration of confidential information.
Since electronically generated documents are more vulnerable to forgery than paper documents, there needs a means to prove that forgery has not occurred since the time the document was created.
TSA is a service for legal proof and to prevent forgery of the document, proving that an electronic document is created at the time it is created and that it has not changed since then.
A token for the document is issued by sending information from an electronic document (HASH) to the TSA, which then creates a time stamp as the token is imbedded into the document.
Therefore, it is possible to check the authentic document at the verification stage of the document. In addition, multiple timestamps can be issued to one document, allowing us to check all times of document modification. Likewise, the use of TSA for electronic documents can enhance the stability of documents in the form of various contracts.
In the past, when the subject's approval was required, people met face-to-face and sign by hand. However, by starting to sign on electronic documents, people saved time and money for unnecessary work such as printing, visiting, and scanning. In the same role as signing directly with a pen on paper, you can directly sign with your hand or a writing instrument on a touch-enabled display such as a smartphone or tablet.
In addition, as the trend of untact has been expanding in each industrial field, the need to execute payment or contract without having to meet each other has also increased. By sending a link of an electronic document to be signed, through e-mail or text message to the recipient, people can execute signature safely and without restrictions in time and place.
Electronic documents are not only limited to being stored by corporates but can also be sent to customers and other subjects so that they can check them whenever they want. After documents are saved, they can be viewed by customers if the documents are provided by link via e-mail, SMS, messenger and more. Even if such link is exposed, it is possible to enhance the security by entering a password or adding a self-authentication procedure so that others cannot easily access the document.
Electronic documents that customers wish to check and store frequently, such as securities, contracts, and receipts, can be delivered in the above way for easier access.
Toyota and Lexus operate showrooms for automobile exhibitions and sales, and workshops as automobile repair service center.
Showrooms and workshops were operating on PC-based systems to manage customer information and automobile information, but since they were PC-based, contracts or specifications that required customer signature were scanned and stored after receiving signatures on paper.
In order to provide better service to customers and to increase work efficiency, we have introduced a tablet-based business process that generates and signs electronic documents. We developed a tablet application Smart Showroom & Workshop to instantly provide necessary information at the time of customer visit and to manage collected digital data in a powerful security environment, rather than just sending an e-mail and showing data to customers. The biggest change from the existing process was the feature to sign on electronic documents.
Through such shift, even in situations where it is impossible to meet the customers, electronic signatures and payment features enabled business interactions, and personalized data is collected for further analysis to provide
In the Lexus Membership Application Lexus Lounge, customers can check various automobile-related information such as a maintenance inspection statement along with the maintenance history through electronic documents.
After the vehicle is repaired at an authorized Lexus service center, the customer must sign a maintenance inspection statement.
The signed maintenance inspection statement can be checked by providing an encrypted link to the customer via messenger or SMS, however, one the transmitted message is deleted or lost, it is difficult to reconfirm. Such problems have been solved by linking the application with the maintenance system and electronic document history through electronic documents, so that the documents can be easily checked anywhere and anytime.
Visitors begin to have their first impression of your business from the entrance, either in the lobby or at the reception desk. The existing method of writing visitor lists on paper, which is used by many businesses, had a major issue of personal information disclosure. Once you write your name, affiliation, and mobile phone number, others can easily check your personal information: therefore, there needs a way to enter information and complete the visit registration without having to expose personal information to others.
Due to the pandemic, it has become essential to record visitor’s information. Visitors' information can be collected by filling out various types of surveys, including advance questionnaires, but it is difficult to utilize and manage the collected data; there are also risks such as information omission since it is managed by manpower. Therefore, if records are stored digitally and visit restrictions are managed as a system, it becomes easier to check and manage the list of people who visited at a specific time.
In the event a visitor has arrived at a company, it is possible to confirm his/her visit without anyone's guidance. At the time of a visitor's visit, it is possible to check who has visited through a text message or a notification in the app. You can also greet visitors instantly or respond quickly to any risks.
In a society where the importance of privacy is emphasized, not knowing how one's personal information is recorded and managed on paper can bring negative impression to visitors. By using devices, you can easily tackle personal information leakage problem. After one person enters personal information through 1-1 registration, the next person will not be able to see the previous person’s information. Unlike having to make a table on a paper to fill out personal information, it is now possible to register visits not only on tablets placed at the reception, but also on personal mobile phones, and even register in advance before any visits.
Corporates must ask visitors the purpose of their visit or to fill out a questionnaire depending on different situations. Such questions can be customized according to the corporate situation, and the NDA or personal information collection agreement is signed by visitors, which is then collected and stored securely on the server. In the case of personal information, by destroying it according to a certain period after its collection, corporates can be free from the efforts of visitors' personal information management.
In case visitors crush at one time, a large number of visitors will have to wait for a long time to fill out the visitor’s list. To solve this problem, multiple devices can be deployed to enable fast check-in. Prior to visit, visitors can use the pre-registration feature to issue a visit code or QR code for quick entry.
Visitors can use a printer that can print nametags during check-in. While disposable sticker nametags are not familiar in Korea, they widely used abroad. When a large number of people visit a meeting, they often fail to call out other people’s names because they simply cannot know who everyone is. Sticker nametags are printed through a printer at the same time of visitor’s registration, and by attaching a sticker-type nametag to clothes, people can know the name of the other people during the meeting and can easily distinguish between the registered and un-registered visitors.
wassup is a solution that manages visitors to offices or workplaces, but it’s more than just a simple visitor management system. The kiosk application provided to customers keeps the entrance clean and serves as a branding element by expressing the company's identity. Visitors experience a colorful VX (Visiting eXperience) and unwittingly develop a positive image of the company.
We try to actively utilize the characteristics of platform, rather than simply shifting visitor’s application form from analog (paper form) to digital. For example, by taking a picture of the visitors, electronically signing an electronic document for data storage, or instantly printing a visitor’s pass, Wassup provides both convenience and a new experience to the visitor. Such workflow helps ensure that each visitor's different needs are accurately documented. In addition, it provides a more complete reception service by managing visitors who need to be blocked, identifying visitor trends, and analyzing data of returning or expected visitors.
Offline stores conduct various marketing activities to boost sales. However, in order to convert purchasing patterns of modern customers, who are familiar with online shopping, to offline sales, it is crucial to bring changes to offline stores using digital technology. When customers visit offline stores, they experience not only the promoted products, but also the place itself. By installing large screens or utilizing smart devices such as tablets and AI cameras, stores can provide positive experiences to customers.
While there are many ways to collect data from online customers, it is usually not the case for customers who visit offline stores. In addition to one-way marketing, such as promoting a product with a video on a screen, data can be collected as a service to provide a new experience to customers as a part of setting up future marketing strategies. Curation services can be performed through the customer’s own data input so that the customer’s behavior from the moment they enter the store and purchase products can be stored as data, and hardware equipment can also provide a unique purchase experience.
When it is necessary to welcome customers of various nationalities, localization is carried out by working with the service according to the culture, law, language, etc. of target country or region.
In the event of foreign customer reception, the level of service may vary depending on the employee's language skills or prior education. To counteract such language barrier, we work to support customers to use the service in other languages. By lowering the entry barrier by allowing the customers to view the screen in their selected language or default language on the personal mobile device, foreigners who use the service for the first time can also easily use the service. In addition, while it is possible to perform professional translation, when there needs a translation of a large amount of text in various languages, AI translation service can be used for convenient maintenance. If the service is organized according to the customer’s nationality and region, such as not only the language, but also the exchange rate, local time, and unit, customer's convenience and satisfaction will increase.
Utmost important element in operating a service used by various people is the analysis of the user base.
Rather than simply providing convenient services itself, we collected user information such as customers' gender, age group, and interests to analyze the main target customer of the service or analyzed user behavior by utilizing the time of use, revisit, and duration of use. By applying such analyzed information on strategic marketing or service advancement, corporates can operate a service that is both familiar to the customers and sustainable.
There are hardware devices such as beacons, NFC, and RFID that can work synergistically with smart devices.
Beacon is a device that can automatically recognize short-range smart devices and communicate data through Bluetooth communication. Beacon technology allows customers to send messages for advertising purposes, such as discount coupons, to smartphones of customers who visit the store, or to check the distance information between the target and the terminal by placing multiple beacons to collect in-store movement data. You can also create a service that automatically makes payment for products with beacon.
Near Field Communication (NFC) or Radio Frequency Identification (RFID) is a device that can perform wireless communication at a much closer distance than beacons. Once you place it in each product and recognize it through individual's smartphone, you can provide explanations or promotions about the product. You can also tag devices, such as bracelets or small accessories, and use them for payment or inventory management.
In offline stores, some customers are inevitably neglected because a limited number of employees cannot serve all customers. To tackle this issue, stores can offer an online ordering system to encourage customers to purchase products without ever being left alone.
Customers can participate in product promotions and events, personalized curations, and make purchase orders and payments through screens placed in the store. In addition, NFC or QR codes can be placed in the store to recognize the customer's personal smartphone and directly provide online ordering page. Customers can check product details and sold-out products in real time through inventory management, check products directly in offline stores, and order online to receive products right away.
Beauty selfpick is a mobile web page that allows travelers to place an order on their own smartphone when they visit a duty-free shop.
Koreans can easily use online duty-free shops, but foreign travelers have difficulty in using them. To solve such difficulty, Beauty selfpick was created by considering various nationalities of duty-free shop visitors and emphasized the ability of foreign customers to directly access the mobile web to choose products and order online.
Considering the nature of duty-free shop visitor’s diverse nationalities, we focused on the use of services by foreign customers. First of all, the service is designed to be provided with translated contents in not only Korean, English, Chinese but also Vietnamese and Thai to provide customized service. Customers can select their preferred language to see product descriptions in corresponding language. In addition, foreign customers who are not familiar with Korean products are informed with the products they have purchased a lot and recommended with customized products based on data such as their gender, age group, nationality (language), and interests. Exchange rates are also important to customers because they are purchasing goods in a duty-free shop. Exchange rates that change every day are automatically calculated, and the amount the customer will purchase is converted into local currency, instead of dollars, to provide convenience to customers.
