Igness Inc. (Headquarters: Yokohama, Kanagawa; CEO: Takuma Ogura; "Igness") announced that DMM Boost Co., Ltd. (Headquarters: Minato-ku, Tokyo; President: Tomonori Ozawa; "DMM Boost"), which provides services that drive repeat business and new customer acquisition, has used Salesforce technology and "Igness LAMP," an AgentExchange application from Igness, to unify its LINE customer inquiries with Salesforce customer data and establish a hybrid support structure that combines AI with human agents.
Igness supports DMM Boost in getting faster results and maximum value from the Salesforce platform through "Igness LAMP," an AgentExchange application that extends LINE Official Accounts with AI and Salesforce.
At DMM Boost, the inquiry management tool was not connected to customer data in Salesforce, so staff had to look up and match customer information every time they handled an inquiry. Handling every inquiry by hand, including routine ones, had also been a long-standing challenge.
With "Igness LAMP," which connects LINE and Salesforce data to cover everything from marketing to customer support end to end, DMM Boost built a structure for managing inquiry content and customer information on a single platform. It also designed three support channels — AI, human agents, and rule-based forms — matched to the type of inquiry, so that AI handles routine questions while human agents handle complex cases that require individual investigation or emotional care.
By leveraging the expertise and innovation of the Salesforce Platform and Igness, DMM Boost improved the escalation rate from its BPO team by up to 50% through the product and cut the number of inquiries requiring human handling roughly in half, allowing operators to focus on more complex cases.
Comment from DMM Boost
Tomonori Ozawa, President of DMM Boost Co., Ltd., commented:
"Previously, our inquiry management tool was not connected to customer data in Salesforce, and handling every inquiry by hand — including routine ones — was a labor-intensive practice that had long been a challenge for us. Igness LAMP met all three of our requirements — cost reduction, unified management with Salesforce, and a one-stop solution through to analytics — so we decided to adopt it. Since then, we have improved the escalation rate from our BPO team by up to 50% through the product and greatly reduced how long customers have to wait. We feel LAMP is a tool with the features and foundation to make this possible. We will keep putting it to work on the front lines and continue building on its value."
Comment from Igness
Takuma Ogura, CEO of Igness Inc., commented:
"While running multiple products centered on LINE, DMM Boost faced two challenges: fragmented information in inquiry handling, and operations dependent on human agents. By unifying Salesforce and LINE data with Igness LAMP and designing a clear split between AI, human agents, and rule-based handling, we believe we helped achieve the concrete result of a significant improvement in the escalation rate. As a member of the Salesforce ecosystem, we will continue to help companies elevate their customer touchpoints and make their operations AI-native."
Comment from Salesforce
Atsushi Urano, Executive Vice President and Head of the Alliance Business Unit at Salesforce Japan Co., Ltd., commented:
"As the rapid evolution of AI transforms the business environment, many companies are seeking more personalized customer experiences and greater automation of their operations. By combining Salesforce with its own expertise, Igness is helping DMM Boost respond quickly to change and build a foundation for future growth. We look forward to the even greater value that will be created through these efforts."
"Igness LAMP," which integrates directly with Salesforce and is used by DMM Boost, is now available on AgentExchange.
Salesforce, AgentExchange, and others are trademarks of salesforce.com, inc.
About Igness Inc.
With the mission of "creating the everyday life of the future with generative AI and CRM," Igness Inc. is an AI-native company that leverages deep CRM expertise and generative AI to solve the digital challenges enterprises face. The company offers a portfolio of products that use AI agents to transform customer and employee experiences.
About DMM Boost Co., Ltd.
DMM Boost Co., Ltd. develops and operates "DMM Chat Boost," which extends the capabilities of LINE Official Accounts; "STAR BOOST," an influencer matching platform; and "DMM Geo Boost," an MEO (map engine optimization) service.
