CAPICHI PTE. LTD.

Purpose：Creation of universal manuals that transcend language and cultural barriers

Issues：Miscommunication between Offices abroad

Outcome：Manual creation time reduced to one-tenth

Accelerated Expansion of Restaurant DX amid the COVID-19 Pandemic

Mr. Mori : Our company is a startup based in Hanoi, Vietnam, handling the food delivery app “Capichi Food Delivery” and the multilingual ordering system using QR codes “Capichi OI.” I founded the company in March 2020 during my internship in Vietnam as a student. In the competitive food delivery market, we target a customer base with a relatively high average order value. To maintain the brand and service quality, we employ particularly strict criteria for selecting affiliated stores, and only carefully selected ones are partnered with us. Within three years since our establishment, the number of app users in Vietnam exceeded 150,000, and the number of affiliated stores expanded to about 2,000. Initially, the restrictions on restaurant operations due to the pandemic played a role, but the introduction of Capichi OI, which allows orders without calling a waiter, also contributed to the efficiency of the stores as an infection prevention measure.

Capichi OI

The Non-Existence of a Usable Manual Surfaced with the Thai Expansion 

Mr. Mori : With our business expanding smoothly in Vietnam, we decided to proceed with our longstanding plan to venture into neighboring countries, choosing Thailand, a hub for many Japanese companies, as our first step. There were established competitors, but we believed that our high-priced services could coexist, and in April 2023, we established a local subsidiary in Thailand.
We hired Thai staff and started developing affiliated stores, but we struggled to gain understanding and empathy for our services due to language and cultural barriers. As the business promotion wasn’t progressing as expected, questions about the existence of internal manuals arose. Upon investigation, we found that although manuals existed, their content was difficult to understand and poorly organized.

Mr. Mori, CEO

Attractive Usability and Smartphone Accessibility

Mr. Mori : When we started creating the manual, we compared multiple services and decided on “Teachme Biz“, which received support from both our Vietnam and Thailand bases. We also received recommendations from users who cooperated with the verification. The intuitive operability, clear screen design, and smartphone usability were particularly well-suited for the restaurant industry and received high praise. Now, thanks to “Teachme Biz,” smooth communication between both bases is possible.

Teachme Biz x Capichi

The Burden of Manual Creation

Ms.Nguyen : Creating manuals is one of the main tasks for us in charge of business planning. Before implementing Teachme Biz, we used PowerPoint or Keynote to create manuals, often relying on the design team to refine the layout and ensure design consistency. Our system’s entire user manual spanned over 100 pages, and its creation took a whole two months, leading to decreased productivity.

Ms. Nguyen Quynh Chi, Corporate Development Manager

Templates That Ensure Uniform Appearance Regardless of Creator

Ms.Nguyen : I vividly remember being very surprised by the ease of use when I first saw Teachme Biz. By simply inserting images and text following a template, anyone can easily create a consistent manual. In fact, the work time has been reduced to one-tenth of what it used to be.
What I find particularly convenient is the ability to directly edit the photos inserted into the manual. Using visuals speeds up understanding, so the ability to add text to photos and emphasize specific parts is very helpful.
Sharing manuals with customers has also become much easier. Previously, we had to send a large number of files, 10 or 20, by email or chat, and ask customers to download them. With Teachme Biz, we can simply post the manual’s URL in a group chat, allowing both parties to check the content at any time. By pinning that message, new members joining the chat group can immediately identify the manuals they should refer to.

With Teachme Biz’s Support, Aiming for 50,000 Registered Users and 1,000 Affiliate Stores in Thailand by the end of 2024

Mr. Mori : About four months have passed since the implementation, and we are currently using it mainly for sales activities such as the contract process for affiliated stores. In the future, we are considering using it in various departments, including customer support and marketing.
We plan to fully launch our business in Thailand in January 2024. We aim to start with about 50 stores initially and then rapidly expand to 200 stores as a target. Ultimately, we aim for 50,000 registered users and 1,000 affiliate stores by the end of 2024, and Teachme Biz has become an indispensable tool for achieving this.

[Sample Manual] (Capichi OI) Order Management