Tokyo Yakult Sales has rolled out a new cloud-based CRM system to modernise its customer support operations and improve service performance across its regional distribution network in Japan.
The distributor confirmed it has deployed Virtualex iXClouZ, a customer service and call centre platform developed by Virtualex Consulting, to centralise inquiry data and strengthen Voice of Customer (VOC) analysis.
Tokyo Yakult Sales supplies Yakult beverages and related products through a mix of retail distribution and direct delivery channels across the Tokyo metropolitan area.
The new system links customer profiles with inquiry histories, allowing service agents to respond faster and reduce handling times. Internal tools such as standardised templates and knowledge management functions have also been introduced to improve response consistency and reduce manual input work.
The company said VOC data collected through the platform will be used to identify recurring service issues and customer behaviour patterns. This data will support service improvement initiatives and help guide operational decision-making.
Automation features will be introduced gradually to avoid disruption to existing workflows. Tokyo Yakult Sales said the approach is designed to improve service efficiency while maintaining operational stability during the transition.
Virtualex Consulting said the platform was developed using experience from its own call centre operations and is designed for rapid deployment with limited upfront infrastructure requirements. The system can also be expanded or integrated with additional enterprise software as business needs evolve.
The CRM deployment reflects broader investment trends in retail technology in Japan, where distributors and FMCG suppliers are accelerating digital upgrades across customer service and operational support systems.
Why It Matters
For grocery and beverage distribution networks, call centre performance directly affects order management, delivery coordination and retailer communication.
Improved CRM infrastructure allows distributors to handle higher service volumes, respond faster to store-level issues and capture structured feedback that can influence supply planning and service strategy.
As competition intensifies and service expectations rise, operational technology upgrades are becoming a core part of distributor performance management across the Japanese retail supply chain.
Editor’s Note: This article is based on a company announcement issued by Tokyo Yakult Sales and Virtualex Consulting on February 3, 2026. Only operational and retail-relevant information has been included.
