Expanding Customer Services Through Stronger Human Capabilities

「In addition, in repairs and maintenance, we were able to respond to increased demand by establishing a staffing structure capable of providing optimal services.」

「At its stores, the Company conducted a special-price customer appreciation campaign to commemorate its 75th anniversary. It also established a staffing structure capable of providing optimal services to meet increased demand for repairs, maintenance and reuse products.」

「Regarding repairs and maintenance, although repair labor charges were revised in the previous fiscal year, the number of requests has continued to trend upward. The Company established a service delivery structure to meet the increase in demand.」

「In addition, although the company revised repair labor charges in the previous fiscal year, the number of repair requests has continued to trend upward. By enhancing its service delivery structure, the company was able to respond to the increase in demand. Through efforts to strengthen its earnings base, including its nationwide store network, its e-commerce sales structure, logistics infrastructure and the development of skilled personnel with repair expertise, the company has built a resilient structure capable of responding even under challenging conditions.」

「Indicators relating to the human resources development policy Item Actual for the fiscal year ending February 2024 Target for the fiscal year ending February 2025 Asahi Bicycle Meister Technical Meister 404 427 Asahi Bicycle Meister Customer Service Meister 233 280 Asahi Bicycle Meister Guide Meister 90 95」

「At its stores, the Company was also able to increase the number of store visitors by providing repair and maintenance services at stores nationwide, one of its strengths.」

「We were able to increase net sales year on year by raising prices during the previous fiscal year, expanding e-commerce sales through strengthened support for the “Order Online, Pick Up In Store” service, and responding to increased demand for repairs and maintenance by consistently assigning skilled staff to stores nationwide.」

「In preparation for increased demand for repairs and maintenance, we worked to improve operational efficiency in store operations and create additional capacity for repairs and maintenance, thereby preparing to maximize sales during the peak demand season.」

「As the number of repair and maintenance requests increased, the company responded to the higher demand by maintaining a stable deployment of skilled staff at stores nationwide.」

「In addition, as the number of repair and maintenance requests increased, the company was able to meet rising demand by maintaining a stable allocation of skilled staff across its stores nationwide.」

「However, the number of repair and maintenance requests increased, and the Company was able to grow service revenue by leveraging its expertise, one of its strengths. As a result, overall net sales exceeded the previous year's level.」

「In response to the substantial increase in customers registering for the Cycle Base Asahi app, the company strengthened communications on coupons, events and post-purchase inspection notices to deepen relationships with customers, and also began rebuilding its system infrastructure.」

「Regarding its store-opening strategy, the company opened “THE BASE Minamiosawa” in Hachioji, Tokyo, on Saturday, 29 May as a sports bicycle store based on a new concept. In addition to stocking brands not previously handled by the company and high-end road-bike models, it created community spaces inside and outside the store as places for cyclists to interact. It also held various events on weekends, adopting the concept of a “bicycle base” where more people could easily enjoy sports cycling.」

「We continued operations as a unified organization, taking infection-prevention measures that placed the safety and security of customers and employees first, with each employee acting with a sense of mission to meet customer expectations. In sales activities, as customers have shifted in recent years from general-use bicycles to sports cycles and electric-assist bicycles, we worked to improve sales staff expertise so that we could offer customers highly convenient and functional products. We also strengthened inventory by utilizing our proprietary supply-chain system.」

「First, in terms of “human capabilities,” we promoted the “Meister Program,” an in-house certification program, and focused on developing professional personnel who could enhance staff expertise in “customer service,” “technical skills” and “guided tours” and provide higher-quality services.」

「First, to enhance employees' capabilities, we promoted the in-house Meister training program and focused on developing professionals in the three fields of customer service, technical skills, and guided tours, working to provide high-quality services.」

「As a new initiative, amid a year-on-year increase in the number of elderly people voluntarily returning their driver's licences, the Company launched a support service for customers who choose bicycles as a means of transportation after returning their licences, enabling them to use bicycles safely and for an extended period.」

「As a new initiative, the Company introduced the smartphone payment service PayPay in July to accommodate increasingly diverse payment methods. It also expanded services to improve customer convenience, including the launch of an online order and in-store pickup service at its Cycle Base Asahi Yahoo! store operated online.」

「To enhance human capabilities, the company introduced a Meister program, an in-house development program, and worked to develop professionals in various fields, including customer service skills and technical expertise at stores, as well as ride-tour skills for helping customers enjoy cycling.」

「As a new initiative, we revamped our website and introduced an official application as part of building the foundation for an omnichannel strategy. Starting with the “Asahi comprehensive website,” the revamped website provides an “online shop,” “store locator” and “corporate website,” making it easier for customers to find the information they need. Through the official application, we began providing timely information such as sales announcements, post-purchase “inspection reminders” and “ride event information,” as well as proposing products and services suited to individual customers.」

「The “Order Online, Pick Up In Store” service performed well, leveraging the strengths of physical stores staffed by knowledgeable personnel and the convenience of online shopping. The company also opened Cycle Base Asahi Sendagaya in Shibuya-ku, Tokyo, as part of its efforts to build a network of urban-format stores. Taking advantage of its location in a densely populated area, the store serves as a pickup location for the “Order Online, Pick Up In Store” service and has established a system for providing quick maintenance and repairs in central Tokyo, where many people commute by bicycle.」

「To propose ways to enjoy cycling through experiential events, we added “planning, operation, implementation and consulting services for cycling and sports in general” and “travel services” to our Articles of Incorporation and proceeded with preparations for future business development.」

「To efficiently improve customer service and technical skills at its stores, the company converted its former head office building in Osaka into a training center and further enhanced its in-house training programs.」

「Looking ahead, we have worked to strengthen various services, including Cycle Porter, an on-site repair, pickup and delivery service, and online ordering with in-store pickup, with the aim of making our store network and service network an indispensable social infrastructure for bicycle users, just like railways and roads.」

「To help customers discover the enjoyment of cycling, we held numerous experiential events, including the Chiririn Osaka event in the Umekita 2nd District of Osaka, as well as cycling lessons and test-ride events at our sports specialty stores, which operate to promote the use of sports cycles.」

「The Company will continue to strengthen employee training to improve customer service and technical skills so that each employee can make detailed recommendations tailored to each customer. At its Sports Specialty Stores, which mainly offer sports bicycles, the Company will develop demand for sports bicycles by strengthening experience-based services such as sports cycle rentals and workshops. It also aims to become a better partner in customers' cycling lives by establishing a more convenient sales structure, including the nationwide rollout of its Cycle Porter pickup and delivery repair service, closer ties with local communities and the development of consultative sales floors.」

「The company has pursued initiatives to strengthen sports bicycles and enhance customer service through the renewal of its POS system, while focusing on building the foundations for an omnichannel operation in response to market trends.」

「The company has pursued initiatives to strengthen sports bicycles and enhance customer service through the renewal of its POS system, while focusing on building the foundations for an omnichannel operation in response to market trends.」

「During the cumulative period through the second quarter, the company renewed its POS system and introduced it at all stores to improve the efficiency of in-store administrative work and increase the time available for serving customers. It also simplified purchasing procedures by introducing compact terminals, enabling it to provide customers with more suitable recommendations.」

「We launched “Cycle Porter,” a mobile repair pickup and delivery service in which our staff visit customers’ homes directly. We also began offering “Cycle Partner,” Asahi’s original bicycle insurance, and continued to develop an environment in which customers can use bicycles with greater peace of mind and safety.」