Sagawa Express, part of Sagawa Holdings, is a major logistics company in Japan that's been actively investing in digital experiences to keep up with an ever-changing industry. To address key concerns affecting their frontline workforce, including a shortage of drivers and rising transportation costs, Sagawa has been promoting labor-saving practices and streamlining operations through digitalization of daily communication.
Early adoption leads to new opportunities
Sagawa Express was an early adopter of Microsoft Teams in 2020 and has since relied on it as their business continued to evolve. Yet one critical communication challenge emerged: many drivers were using different tools to communicate, creating a digital divide impacting the flow of real-time information sharing and trust.
"Since the pandemic, communication via Teams has become widespread in the back office, but sales drivers who are responsible for delivering to customers were using a different communication tool instead of Teams, which caused a digital divide. Information wasn't delivered in real time and wasn't being shared effectively," says Azutaka Nambu, General Manager, Digital Planning Department, Sagawa Express.
Crisis reveals communication gaps
This issue became clear during a large-scale disaster that caused disorganized information, disrupted operations, and instances where important updates didn’t reach the frontline. In a business where speed and accuracy are crucial, Sagawa Express needed a more unified solution. Their answer: expand what was already working. The back office was already using Microsoft Teams for communication, but sales drivers — responsible for deliveries — were using a separate tool. To close this gap, the company decided to standardize communication across all roles with Teams. A company-wide rollout of Teams and Office 365 F3 enabled their business to keep up growth, including higher delivery volumes and more partnerships with e-commerce sites."I was attracted to the fact that we can communicate information to everyone who has a license at the same time," says Toru Ota, Chief of the IT System Planning Section. This instant, company-wide communication capability became the foundation for transforming how Sagawa Express operates in the field.
Immediate results drive lasting change
The results were immediate and measurable. The increase in chat interactions between sales drivers and customer service staff reduced call times and created smoother communication workflows. Teams channels minimized the need for multiple phone calls internally and helped prevent miscommunication.
For Sagawa Express, efficiency improvements aren't just about time; they're about driving real impact. Mr. Nambu emphasized how even small improvements in efficiency matter:
“We believe that improving the efficiency of one minute and one second at the site will lead to a reduction in work time, which will lead to an increase in customer satisfaction, reduce the time spent moving cars, and ultimately help solve social issues like the reduction of greenhouse gases.”
Frontline workers empowered by efficient communication
The most remarkable outcome emerged organically. Workers began solving problems for each other in ways their leadership hadn't anticipated, with employees from different sales offices jumping in to answer questions before management could respond. Some team members became so engaged with the platform that they started asking if Teams could support employee engagement initiatives in HR.
Frontline transformation through unified communication
The transformation at Sagawa Express demonstrates that when frontline workers have unified communication tools, they don't just execute tasks more efficiently—they become active contributors to organizational knowledge and innovation. The measurable results speak for themselves: reduced response times, improved customer satisfaction, and potential environmental benefits through optimized operations.
For organizations still navigating post-pandemic operational challenges, Sagawa Express's journey offers a clear roadmap. The need for digital transformation isn't diminishing—it's evolving. Companies that empower their frontline teams with the right technology, positioning themselves to thrive in an increasingly connected world.
Microsoft Teams features that made the difference
Sagawa Express's success was powered by specific Microsoft Teams capabilities designed for frontline workers:
- Company-wide broadcasting: Instant messaging to all licensed users simultaneously ensuring critical information reaches everyone, from drivers to back-office staff.
- Cross-functional channels: Sales drivers and customer service teams collaborate in dedicated channels, reducing phone calls and eliminating communication silos.
- Mobile-first design: Drivers access Teams on mobile devices, staying connected while on delivery routes without disrupting their workflow.
- Integration with Office 365 F3: Frontline-specific licensing provides essential productivity tools without overwhelming complexity or unnecessary features.
- Real-time problem solving: Workers across different locations can share knowledge and solutions instantly, turning individual challenges into collective learning opportunities.
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