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IT & Telecom.

NTT DOCOMO

NTT DOCOMO

“There’s no better service than RemoteCall for helping customers become comfortable with smartphones. It not only enhances the customer experience but also serves as a key driver for introducing and seamlessly selling new value-added services through non-face-to-face channels.”-Customer Service & Sales Manager-

Industry Telecommunications
Products RemoteCall Mobile Support
Usage Customer Service & VAS(Value-Added Service) Sales



Bridging Worlds for Wonder & Happiness Through Reliable Support

As one of Japan’s largest telecommunications providers, NTT Docomo serves millions of subscribers nationwide. In 2011, as smartphones rapidly gained traction across the country, customer inquiries nearly doubled. Service centers were overwhelmed with calls from long-time subscribers—many of them middle-aged customers unfamiliar with smartphone features.



Why RemoteCall Mobile Support Was Needed

The surge in demand quickly revealed the operational strain on call centers. Handling smartphone-related inquiries over voice-only support proved inefficient, increasing average handling time and reducing service quality. A new approach was urgently required to maintain both customer satisfaction and operational efficiency.

Key Changes

  • Fundamentally Different User Experience: Smartphones operate vastly differently from conventional feature phones, requiring users to master basic operations like texting, navigating touchscreen interfaces, and utilizing various internet-connected apps. This fundamental shift led to a surge in call center inquiries.
  • Communication Barriers: Explaining smartphone usage methods over the phone proved extremely difficult. Instructions like "swipe down from the top," "tap the three-dot menu," or "enable location permissions" often confused customers unfamiliar with touchscreen terminology.
  • Longer Call Handling Times: Support calls became significantly longer as agents attempted verbal guidance through visual tasks, leading to decreased customer satisfaction and increased operational costs.
  • Diverse Customer Base: With customers spanning from young digital natives to seniors experiencing touchscreens for the first time, a one-size-fits-all phone support approach proved inadequate.

How NTT Docomo Adopted RemoteCall for Smartphone Remote Support

NTT Docomo, one of Japan’s largest telecommunications providers, sought to strengthen its customer service capabilities as smartphone adoption rapidly increased. To differentiate its telecom support services, the company decided to introduce smartphone-based remote support, but selecting a reliable and proven solution was critical.

NTT Docomo required a remote support platform with three key strengths: proven technological excellence, minimal data usage to reduce customer packet charges, and strong credibility in the Japanese market. Trust and brand reputation were non-negotiable factors.

RemoteCall Mobile Support met these requirements. Its optimized data compression technology not only minimized traffic during remote support sessions but also demonstrated the reliability and performance demanded by Japan’s telecom industry.

Building on this foundation, NTT Docomo integrated RemoteCall Mobile Support into its customer service operations, enabling support agents to view customers’ smartphone screens in real time and provide clear, visual guidance.

Key Capabilities Utilized:

  • Screen Sharing with Drawing Tools: Support agents can directly view customers’ smartphone screens and use built-in drawing tools to guide them through each step. By marking circles, arrows, and highlights on the screen, agents can visually indicate where to tap, reducing reliance on verbal explanations and enabling faster, more accurate support.
  • Comprehensive Support Scope: Beyond basic device settings and operations, agents assist customers with popular messaging applications such as LINE, PC peripheral device connections, and a wide range of other technical inquiries.
  • Active Configuration Support: Agents can guide customers step-by-step while viewing their screens or configure services on behalf of customers while they observe the process. Both approaches have received positive feedback for improving clarity, efficiency, and overall customer satisfaction.

Results Achieved with RemoteCall Mobile Support

NTT Docomo remote smartphone support using RemoteCall Mobile Support

“94% customer satisfaction transformed an add-on into a standard feature.”

With RemoteCall, NTT Docomo established a fast and stable remote support environment in the mobile-first era, enabling the company to reach 5 million customers within the first 21 months and achieve a remarkable 94% customer satisfaction rate.

1. Rapid Customer Satisfaction Gains

Customers who received support through RemoteCall reported high satisfaction due to faster issue resolution and clearer guidance. As positive feedback spread, subscription rates for the Safe Service plan increased significantly, demonstrating the direct impact of high-quality remote support.

2. From Optional Add-On to Standard Feature

Mobile device support was initially launched as an optional add-on service. However, after 94% of users expressed high satisfaction, NTT Docomo decided to integrate the service as a standard feature on all newly released Android 4.0 devices, reflecting its strategic importance.

3. Full-Scale Deployment

Today, all smartphones and tablet PCs sold by NTT Docomo are equipped with RemoteCall Mobile Pack through its “Anshin (Safe) Remote Support” service, ensuring that professional remote support is available to every customer from the moment of purchase.

RemoteCall Takeaways

  1. 1. Verified Solution Strengthening Brand Trust: RemoteCall’s proven track record and rigorous validation process aligned with NTT Docomo’s commitment to delivering high-quality, reliable customer service, reinforcing its strong brand reputation.
  2. 2. Superior Data Compression Technology:Its optimized data compression minimized packet usage during screen transmission, significantly reducing customer burden and addressing a critical cost concern in mobile remote support.
  3. 3. Intuitive Visual Communication: Screen sharing and interactive drawing tools transformed complex, frustrating phone explanations into clear and effective visual guidance, improving resolution speed and customer satisfaction.
  4. 4. Scalable and Stable Infrastructure: RemoteCall successfully scaled from an initial pilot program to nationwide deployment across all devices and three call centers, ensuring consistent service quality at scale.
  5. 5. Customer-Centric Service Innovation: Originally introduced as an optional add-on, the service evolved into a standard feature based on a 94% customer satisfaction rate—demonstrating meaningful, customer-driven innovation.
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