AiCAN's Challenge to Aim for a "World Where All Children Are Safe"! - Introducing the CS (Customer Success) Who Accompanies the Frontline at an Impact Startup
Hello, this is Yato from the HIRAC FUND PR team! This time, I am posting an interview about AiCAN, an impact startup invested in by HIRAC FUND, to share the appeal of their business and the thoughts of the people working there.
AiCAN aims to solve the social issue of "child abuse" through their business support app "AiCAN," which assists local governments in responding to child abuse, as well as through specialized training and hands-on support. In this interview, I delved into the growth potential, future prospects, and the impact AiCAN has on society with Hiyama, who is in charge of AiCAN at HIRAC FUND, a shareholder.
Profile
Interviewee:
AiCAN CEO Kota Takaoka
I have been conducting clinical practice and research and development to solve problems in fields such as child abuse, domestic violence, and sexual violence. I am taking on the challenge of solving frontline issues by integrating frontline experience with technology to create a world that is safe for all children.
AiCAN CMO Miho Hashimoto
I want to create a world where all children around the world can have time to spend with peace of mind. I want to pass on a world that is richer and more beautiful than it is now to my daughters. I work with such thoughts in mind.
Interviewer:
Yutaro Hiyama (Director, HIRAC FUND)
Majored in Business/Finance at a university in London, UK. After graduating in 3 years (academic acceleration), joined EY Tax Co. and engaged in international tax advisory. While in university, participated as an intern in the Singapore team of an independent venture capital firm investing in Southeast Asia, where I was in charge of corporate valuation, etc. Joined HIRAC FUND in June 2021 and engaged in investment operations and fundraising. As of July 2025, I have been involved in investments in 18 companies. I promote investment considerations in a wide range of fields such as emerging technologies, ESG, and healthcare.
About AiCAN
Hiyama: Thank you for your time today. First, could you please tell us specifically what kind of business AiCAN is working on?
Takaoka: Yes. We provide "AiCAN," a SaaS-based cloud service that supports staff at child consultation centers and local governments who deal with child abuse.
It consists of a web app that can be used from tablet devices, a cloud database, and AI for data analysis.
As for the main functions, when information is entered, the AI predicts and displays the probability of concurrent severe abuse, the chat and photo shooting functions make information sharing between staff smooth, and it allows for record entry during spare time while on the move, contributing to operational efficiency, smoother communication, and improved quality of judgment on the front lines.
We are developing it as a one-stop service that "accompanies" the front lines, not just by providing the app, but also through training after implementation, on-site support, and proposals for operational improvement.
What is CS that accompanies the front lines?
Hiyama: Thank you. I would like to hear about the mission of sales and Customer Success (hereinafter CS) staff at AiCAN. Before that, I would also like to ask about you, Hashimoto-san, who is in charge of business roles. You have been involved in BtoG (Business to Government) business since you were a new graduate, right?
Hashimoto: That's right. I feel that the appeal of BtoG is being able to contribute directly to areas that support the foundation of society, which are difficult for private companies to approach.
Especially at AiCAN, there is a clear vision of "changing the world so that all children are safe," and I can feel that the evolution of technology and business is directly linked to the happiness of children. I work every day feeling that it is very rewarding to be able to witness the process of our work gradually changing what is "taken for granted" in society.
Hiyama: The service is implemented at local government child consultation centers, child-rearing support divisions, maternal and child health divisions, etc., right? I think the people you interact with are different from those in general sales or CS, but how is it?
Hashimoto: As you say, our most core customers are local governments that establish child consultation centers, and there are only 90 such local governments nationwide. Even when doing sales, I am conscious of communicating with the premise of the medium to long term, where the relationship continues forever rather than ending with a single transaction, as it is assumed that we will be involved in the future even if not immediately.
Also, since customers connect with each other horizontally to exchange information, information often spreads by word of mouth. Therefore, in this respect as well, we value building relationships and trust more than short-term profits.
Hiyama: Could you tell us how AiCAN's CS role differs from other companies?
Hashimoto: AiCAN's CS does not end with simply implementing the app. It is characterized by "hands-on operational support" where we deeply interview the issues faced by the local government staff who are our customers, and think about and propose how to use "AiCAN" to solve those issues. "hands-on operational support" is a feature.
It ranges widely, from training and on-site support at the time of implementation, to exploring how to use it through regular working groups, and providing feedback so that the analysis results of data accumulated in the system can be utilized for operational improvement.
Hiyama:So, CS staff are on-site and provide support! Does that mean you have many opportunities to go out into the field?
Hashimoto:While online support increases after stable operation, we always make sure to spend plenty of time on-site at the implementation location during the initial kickoff and the first two days. Since this service changes the actual workflow, we provide thorough explanations in person.
Hiyama:You provide very careful implementation support.
Hashimoto:Since some people are not used to digital services, we carefully explain everything from basic tablet operations and work alongside them according to each individual's literacy level. I believe that valuing real-life communication is also extremely important when interacting with local government officials.
Hiyama:Are there any other differences in the CS role at AiCAN?
Hashimoto:As I mentioned earlier, a wide scope of responsibility is also a feature. The required range is broad, including knowledge of local government systems and child welfare, knowledge of tablets and Apple products, and understanding the specifications of our own app. However, please rest assured that you won't have to handle it alone, as we work in a team-based system.
Hiyama:Are there any episodes that have left a lasting impression on you, Hashimoto-san?
Hashimoto:After a pilot project, we sometimes need to temporarily withdraw the service, and we sometimes hear the term "AiCAN loss" from people on the front lines. I think this is because "AiCAN" has become indispensable to their work, so it leaves an impression on me.
In addition, hearing comments about how they can't go back to paper-based work, or that the introduction of "AiCAN" has improved cooperation among staff and team cohesion, leading to significant improvements in work efficiency, makes me realize how deeply our service contributes, which is a great source of motivation.
Hiyama:That's wonderful. As a CS professional, what kind of growth opportunities are there while working at AiCAN?
Hashimoto:AiCAN's CS is a frontline department that can directly hear customer feedback and connect it to service development. I think many people work here with a sense of purpose.
Also, we are still a startup in our 6th year, so we are at a stage where we will be growing the business from here on out. As the service and business grow, we need to constantly review our methods and continue to make improvements, so I think it's a good environment for those seeking growth opportunities. Even if you don't have various knowledge or experience yet, for those who have a desire to "be useful to society" or "solve social issues and grow and learn themselves," I think it will be a good opportunity for growth.
The Future of AiCAN
Hiyama:Could you tell us about the future direction and vision of AiCAN?
Takaoka:First of all, we have a vision to "change the world into one where all children are safe." I myself previously worked as a part-time employee at a child guidance center and have been involved in child abuse issues in particular. I was doing clinical work and research, but I started the company in 2020 to make it a sustainable business and solve this issue from the root.
Until now, we have focused on launching the service and supporting service development and implementation in select local governments. We have now surpassed 16 local governments and 1,000 users nationwide. Moving forward, we would like to continue solving on-site issues and improving quality while simultaneously advancing further expansion nationwide. I feel that we have reached the next phase where we will expand the business together with our colleagues to go even further.
Hiyama:What is the reason for the support from local governments?
Takaoka: "It takes 2 to 3 years to implement the "AiCAN" service, so the increase in the number of implementing local governments is gradual. However, the fact that 60% work efficiency is reproduced in the implementing local governments is a feature and our strength, I believe.
Hiyama:So your strength lies not only in your implementation track record but also in the reproducibility of the effects.
Takaoka:That's right. I believe the CS role is a crucial position for accelerating our nationwide expansion. CS is not just about implementing a service; it is about becoming a "partner" that deeply understands the users,in other words, the challenges on the ground,and drives operational transformation through the use of AiCAN. Since local governments often have strong horizontal connections, the quality of the onboarding experience and the reproducibility of effects—such as operational efficiency and smoother communication among staff—lead to adoption by new municipalities.
Hiyama:Thank you. I understand the CS role much better now. Could I ask you for a final message, Takaoka-san?
Takaoka:Child abuse is one of the difficult social issues that remains unsolved around the world. We always prioritize the safety of children, and we want to change Japan and the world together with everyone who is standing on the front lines.
I hope that those who resonate with this vision will join us in taking on this challenge for the future of children!
Hiyama: Thank you very much!
Conclusion: AiCAN's Strengths from the Perspective of HIRAC FUND
Thank you for reading until the end. HIRAC FUND, managed by Money Forward Venture Partners, has been supporting AiCAN since 2024.
The field of child abuse has very few operators working to solve the issues, while the area itself holds multiple deep-rooted problems. It is difficult to recognize child abuse cases, and the number of consultation responses at the 233 child guidance centers nationwide has reached a record high of 225,509. Securing a safety net for the recent increase in consultation numbers is a critical challenge.
At HIRAC FUND, we recognize the following points as AiCAN's major strengths:
● Compatibility of Social Contribution and Business Growth: While it is a business with a high level of social contribution, it is steadily accumulating a track record of operational efficiency and has mapped out a roadmap for nationwide expansion. The number of municipalities introducing the service is also increasing.
● Solutions that deeply integrate into the field and reproducibility:Beyond just providing a service, it transforms the actual workflow and provides deep value. Furthermore, the fact that a 60% improvement in operational efficiency is reproducible in municipalities that have introduced it is one of its strengths.
● High expertise and strong passion of the management team:Representative Takaoka founded AiCAN after repeatedly researching and developing solutions while facing social issues on the front lines. The company is managed with this strong passion and an excellent team supporting the management.
HIRAC FUND will fully support AiCAN's challenge. I hope this note serves as an opportunity for you to become interested in us.