Reduce training burden, ensure employees can work according to standards, and enhance customer support efficiency

QUALICA (Thailand) Co., Ltd. provides extensive IT Solutions such as Cloud Service, business system development and software packages for customers in Manufacturing as well as Distribution Service Industry (restaurant and retail).

Qualica have utilized Teachme Biz since 2018 right after establishing company in Thailand. We had  an interview to hear about the changes they have experienced over the years since the introduction of the system and how it will be used in the future.

Interviewees (Pictured left to right):

Mrs. Wanida Igarashi, Manager | Ms. Chanakarn Fukuda, Admin Senior Staff

Ms. Angkana Maraiban, IT Developer Senior Staff | Ms. Tippya Pasitwilitham, Helpdesk Leader

Establish Systems and Standards for Internal and External Communication.

－ Please share the intended purpose of using Teachme Biz.

K. Wanida : When Qualica first established the office in Thailand, the management sought to establish work systems and standards for the organization and find effective communication methods for Thai employees. They chose to adopt Teachme Biz due to its versatility and ability to address our specific needs. They intended to use it for visualization and standardization of internal work procedures, improve the efficiency of manual creation, and explain the company’s services to outsiders or customers in order to deepen their understanding.

－ In what situations is Teachme Biz being used?

K. Wanida : Started with visualizing the process involving vital information that everyone needs to know, such as company policies, regulations and rules. Teachme Biz simplifies the process of revising, updating, and maintaining our manuals. For instance, when new labor laws come into effect, we can immediately update the information in Teachme Biz and share it with everyone.

With Teachme Biz, we’ve streamlined our onboarding process by using the Training Function. New employees can now access and learn about company policies and procedures at their own pace, ensuring a comprehensive understanding that can be revisited as needed.

Create Efficient, Customized User Manuals Easily with Teachme Biz.

－ How do you feel about using Teachme Biz to create manuals?

K. Angkana : We, as an IT service provider, need to create manuals tailored to specific system needs for our customers. For example, we are a service reseller of Kintone which is a platform that allows users to customize the system according to their needs, which leads to variations in system configurations in each user.

We are not just a reseller of the service but also provide consultation, development of APPs and training on Kintone which requires manuals respectively for each client. In response, our IT department has embraced Teachme Biz for creating step-by-step Kintone user manuals. These manuals are enriched with visual aids to enhance comprehension for our clients. 

Teachme Biz templates have significantly streamlined the manual creation process. 

We can create Kintone user manuals quickly without having to waste time formatting or customizing the template layout compared to using other programs.

Improved Customer Support Efficiency.

－ How do you use Teachme Biz to support customers?

K. Tippya : The Helpdesk team is responsible for supporting customers on various system which our company are providing. We’ve created user manuals on how to use different features and system FAQ.

Teachme Biz has significantly improved our ability to respond to customer inquiries promptly and efficiently. When customers contact us with questions about using specific features, we can immediately send them the relevant manual links. This allows customers to receive immediate support and access the necessary information with ease.

Established Clear and Consistent Work Standards.

－ Please you share the benefits you’ve experienced.

K. Chanakarn : Teachme Biz has improved the efficiency of administrative tasks. When handling administrative duties, such as issuing withholding tax certificates (English version) that involve extensive details and documentation, I can simply refer to the SOP on Teachme Biz. This allows me to quickly review and verify that the prepared and filled-out documents are complete, accurate, and include all necessary attachments.

K. Wanida : Teachme Biz has simplified our employee training process. The cloud-based system allows employees to access training materials anytime, anywhere. Previously, gathering employees for in-person training was challenging. We relied on PowerPoint presentations, which were difficult to navigate, and employees had to manually search for and open relevant files. After training, we had to create new Google Forms to assess comprehension, track responses, and determine understanding.

With Teachme Biz, we can monitor employee engagement and create skill assessment quizzes directly within the platform, eliminating the need for external tools and providing a centralized hub for training management.

－ Are there any specific improvements since you started using Teachme Biz?

K. Wanida : Teachme Biz particularly reducing the time for new employee training. Employees can learn independently through easy-to-understand, comprehensive, and regularly updated manuals. It also helps standardize work processes, reducing confusion and uncertainty among new employees often caused by inconsistent advice from senior employees, and provides confidence in new employees with clear SOP manuals. 

In term of Customer Support part, the number of operation inquiries was significantly reduced. We used to get a maximum of 20 cases per month and sometimes it can be reduced to 0

From Teachme Biz “User” to “Service Provider”.

－ Do you have any plans to expand your use of Teachme Biz in the future?

K. Wanida : At first, we were Teachme Biz users, but in 2019 we formed a partnership alliance with Studist Thailand and it became one of the services that we provide. As we have used it and realized that it has essential functions which are necessary for the business development in Thailand, we would like to spread Teachme Biz to Thailand as well as the entire ASEAN region by telling stories from our own experience.