Overall Introduction

As Hachiko Service, our customer scales rapidly and manages an increasing number of customers and service offerings, operating with fragmented tools is no longer sufficient to support sustainable growth. This is especially true for companies serving the Japanese market, where data accuracy, system stability, and scalability are critical requirements.

MOHA partnered with the client to develop an all-in-one CRM system that serves as the core platform for the company’s entire business operation. The system centralizes the management of customers, products, transactions, and contracts, while providing real-time dashboards and visual reports to monitor business performance effectively.

The solution was designed to support the management and sales of Voice SIM services (physical SIM & eSIM) with direct integration to the Freebit carrier API, as well as additional offerings such as fixed WiFi, Electricity, and Gas services, enabling a streamlined and efficient end-to-end operation.

Visit Hachiko Service website via: HACHIKOSERVICE WEBSITE

Challenges

Before the new system was implemented, the business faced several operational challenges:

• Lack of a centralized management system, with multiple small tools and applications loosely combined.
• Data inconsistency and poor synchronization across customer, contract, and transaction information.
• Sub-optimal system design and user experience, making daily operations inefficient.
• Limited scalability, making the system unsuitable for handling a large and growing customer base.
• Risk of data loss, where customer and contract information was occasionally missing or incomplete.
• Lack of visual reporting, making it difficult to track performance and business growth at a glance.

Solution

MOHA delivered a fully redesigned and newly built CRM system, focusing on performance, scalability, and usability.

Technologies Used

• Web: Laravel 10, jQuery, Bootstrap 5
• Infrastructure: AWS
  • Server: ECS or EC2
  • Database: Amazon RDS – MySQL 8
  • Cache: Amazon ElastiCache

Implementation Highlights

• Redesigned the entire UI/UX from scratch to ensure an intuitive and user-friendly experience aligned with real operational workflows.
• Optimized list screens by improving filtering mechanisms and adding pagination to efficiently handle large datasets.
• Refactored the entire codebase, enabling:
  • Faster development
  • Easier maintenance
  • Better scalability for future features
• Restructured the database design for screens providing data to the mobile application, ensuring consistency and performance.
• Standardized and refactored non-app data screens to:
  • Support multi-language functionality
  • Resolve Japanese language issues
  • Add Vietnamese and English language options
• Enhanced responsive design, ensuring smooth usage across various devices.

Most importantly, the CRM system was designed to function as a core platform, laying a solid foundation for the upcoming Retail App phase and enabling future expansion of sales channels and customer experience improvements.

Customer introduction

Hachiko Service is a lifestyle and support service provider designed primarily for foreigners living, studying, or working in Japan. The company builds a diverse ecosystem of services aimed at making everyday life more convenient and accessible for international residents. 

Hachiko Service positions itself as a one-stop platform that handles a range of essential needs—from telecommunications to housing, employment assistance, and education support—all tailored to the unique challenges faced by non-Japanese speakers in Japan. 

The company offers several core service categories, including:

• Telecommunications services: such as voice SIM cards, data SIM plans, and fixed broadband (Wi-Fi) connections to help customers stay connected easily and affordably.
  Real estate assistance: support in finding rental apartments, negotiating leases, and handling utility setup (electricity, water, gas) for newcomers
• Job support: matching students and long-term residents with part-time or full-time job opportunities, including help with transition and paperwork.
• Study abroad services: guidance and admissions support for students applying to study in Japan, with online application and counseling offered year-round.

Project Overview

Interview Hachiko

As part of the all-in-one CRM system development project, MOHA was honored to invite a representative from Hachiko Service to participate in this interview to share practical insights into their system transformation journey and their collaboration experience with MOHA. Through this conversation, MOHA aims to provide readers with an authentic perspective on the challenges Hachiko faced, the reasons behind their decision to build a new management system, and the real business value that technology solutions have delivered throughout their operations and growth.

MOHA Software: What difficulties in the old system made you want to change and decide to build a new one?

Hachiko service: In the old system, we mainly managed customer data using Google Drive and Google Sheets. However, since all operations were performed manually, errors frequently occurred during data entry and management, leading to information loss and financial losses. In addition, as the volume of data continued to grow, Google Sheets often became slow and laggy, increasing pressure and workload for our staff and consuming a significant amount of time for manual processing.

MOHA Software: What criteria did you use when selecting a development partner initially?

Hachiko service: Our most important criterion was that the partner truly understand the company’s real operational challenges, rather than simply developing software based on given requirements. We also prioritized partners capable of providing end-to-end solution consulting, being flexible in adapting throughout the operational process, having a clear and responsible implementation team, and being willing to accompany us in the long term. Post-implementation support and a strong spirit of collaboration were also factors we particularly valued.

MOHA Software: During the collaboration, what made you feel most confident when working with the MOHA team?

Hachiko service: MOHA has a young, dynamic, and highly enthusiastic team. They provided continuous support throughout the entire implementation process and were always ready to receive and handle additional requests, which made us feel confident when operating the new system.

MOHA Software: What aspects do you think the project team needs to improve?

Hachiko service: We suggest that MOHA allocate additional personnel during the warranty phase to strengthen support capacity. This would help shorten response times and ensure that any outstanding or newly arising issues during system usage are identified and resolved more quickly, thereby improving system stability and the overall user experience.

MOHA Software: Compared to before, how has the management of customer data and contracts changed?

Hachiko service: Data management has been significantly optimized compared to before. Customer and contract information is now stored in a centralized and structured manner, eliminating the risk of data loss or inconsistency. All data is automatically synchronized and comprehensively reported in real time, ensuring accuracy and transparency across departments. As a result, we can easily monitor business performance, track growth trends, and analyze key metrics through clear and intuitive dashboards, allowing management to make faster and more informed decisions based on reliable data.

MOHA Software: After the system entered stable operation, what improvements have you seen in business performance?

Hachiko service: At present, the system has not yet fully reached a stable state, as some additional features still need to be added and minor issues addressed. However, it is already clear that the new system has helped reduce approximately 70–80% of manual operations for certain departments, thereby reducing errors and workload pressure, especially during peak periods of the month.

MOHA Software: Would you be willing to recommend this solution to other businesses facing similar management challenges? Why?

Hachiko service: We would be very willing to do so. In today’s context, if a business wants to develop sustainably, it can no longer rely on manual management methods. Applying technological solutions not only helps reduce management errors and lighten the workload for departments, but also enables staff to focus on developing their professional expertise. More importantly, it delivers a more professional and secure service experience for customers.

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MOHA would like to express our sincere gratitude to Hachiko Service for taking the time to participate in this interview and for openly sharing their experiences and evaluations during the system implementation and operation phases. Hachiko’s valuable insights not only serve as clear evidence of the effectiveness of the all-in-one CRM solution, but also provide meaningful reference points for other businesses facing similar management and scaling challenges. MOHA looks forward to continuing our partnership with Hachiko in future development phases, working together to deliver more sustainable and impactful solutions.

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