Making Services & Support a Core Revenue Pillar

「In particular, revenue from PCs, which generate high margins, and related support services fell below the year-earlier level, affecting earnings as well.」

「More than 60% of computer purchasers have requested support services attached to their purchases, which is also one of our strengths, contributing to further growth in earnings.」

「In addition, we have received many requests for support services that are among our strengths, such as initial setup and data transfer from old computers, and have increased staffing to handle them.」

「In addition, the rate of support requests at the time of computer purchase, including initial setup and data transfer, which is also one of our core earnings businesses, remained at 62.6%, approximately the same level as in the previous fiscal year. However, support earnings declined due to the lower average support price per person, a decrease in support requests accompanying the decline in computer unit sales, and a decline in repairs and support brought in by existing customers compared with the previous fiscal year.」

「Although the rate of support requests from computer purchasers has remained high at above 70%, the total number of support requests has declined due to a decrease in computer unit sales, resulting in weak support profitability.」

「The rate of requests for support, including initial setup and data transfer, at the time of computer purchase, which is also one of our core earnings businesses, has remained above 70%. The number of on-site support requests, another area of focus, also exceeded the level in the previous fiscal year, contributing to improved earnings.」

「Although computer sales remain challenging, the rate of requests for support at the time of computer purchase, including initial setup and data transfer, has risen above 70%. The number of on-site support requests, another area of focus, has also remained above the level in the previous fiscal year, contributing to improved earnings. Our strength is that, even under difficult sales conditions, we have established a structure that can secure earnings by strengthening support services.」

「Although computer sales remain challenging, the rate of support requests received at the time of computer sales has risen above 70% in response to further promotion and customer demand. The number of on-site support requests, another area of focus, also increased 13.5% from the cumulative second quarter period of the previous fiscal year, contributing to improved earnings. Our strength is that, even under difficult sales conditions, we have established a structure that can secure earnings by strengthening in-store support, including repairs.」

「Support, which is also one of our core earnings businesses, has seen an increase in support requests from computer purchasers, and the rate of support requests received at the time of computer sales has risen to approximately 70%. The number of on-site support requests has also increased, contributing to improved earnings. Our strength is that, even under difficult sales conditions, we have established a structure that can secure earnings by strengthening in-store support, including repairs.」

「Revenue increased as demand for support grew, including as a result of a higher rate of support attachments to computer sales and an increase in the number of on-site support requests. As a result, revenue in the Services and Support field was ¥509.577 million, up 11.9% year on year.」

「In our support business tailored to customer needs, services centered on initial setup have continued to perform well. Demand for on-site support, in which we visit customers' homes to perform setup work, is also strong, and these services are contributing to improved earnings despite difficult sales conditions.」

「In addition, in our support business, which is one of our strengths and is tailored to customer needs, we added menus for gaming users, further improving profitability.」

「In addition, the proportion of computer purchasers using our support business, tailored to customer needs, has remained above 50%. This has helped improve both the Company's profitability and customer satisfaction.」

「Support services tailored to customer needs at the time of computer purchase, such as initial setup and data transfer, are used in more than 50% of units sold. In addition, expanding various menus, including the “PC Revival and Refurbishment Pack,” which replaces HDDs with SSDs, and on-site support for improving the PC environment at customers' homes, such as installing and configuring wireless LAN, contributed to increased earnings.」

「For other computer hardware, in addition to securing and promoting sales of high-performance, low-priced products, we promoted post-purchase support such as initial setup and data transfer, and more than 50% of customers purchasing computers requested these services. We also launched a service called the “PC Revival and Refurbishment Pack” to strengthen support. This popular service replaces the HDD built into a customer's existing PC with an SSD, restoring malfunctioning PCs to working order or tuning them up to improve processing speed and make them more comfortable to use, and was used by many customers. In addition, we increased earnings by expanding a range of support menus to meet customer needs, including on-site support for installing and configuring wireless LAN at customers' homes and advice on how to use computers.」

「Even under these circumstances, we focused on securing and promoting sales of high-performance, low-priced computers, as well as initial setup, in-store support for breakdowns and malfunctions, and advice on how to use computers for customers who purchased them. As a result, although revenue and unit sales declined from the previous fiscal year, earnings increased.」

「There has also been an increase in counter-service support for customers who previously purchased PCs from us, including support for PC breakdowns and malfunctions and advice on how to use their PCs. Establishing new support menus suited to these needs and improving services led to higher earnings.」

「For customers who purchase computers, we propose initial-setup services and services that transfer the environment and data from an old computer to a new one, and are working to increase support revenue by having many customers use these services. However, the decline in the number of computers sold reduced the number of requests, so we worked to mitigate the decline as much as possible by increasing the rate at which support services were attached to computer sales. In addition, we strengthened on-site services involving visits to customers' homes for installation and setup, focusing on providing services that improve not only earnings but also customer satisfaction. As a result, revenue in the Services and Support field was ¥486.024 million, down 8.5% year on year.」

「At the time of sale, we also strengthened the promotion of computer initial-setup services, including transferring data from customers' existing computers. In addition, we launched on-site support services in earnest, visiting customers' homes to install computers and configure wireless networks. As a result, our computer business became more profitable, leading to higher profit.」

「At the time of sale, we thoroughly provided support services that are also one of our strengths, such as initial setup and transferring data from customers' existing computers. Proposals enabling customers to use their new computers in the same environment as before were well received, increasing the number of computer sales that included support services. In addition, we strengthened on-site support services, visiting customers' homes to install computers and configure wireless networks. Our initiative to provide comprehensive in-house support from purchase through installation has been very well received, and we have received numerous support requests. These enhancements to support services improved profitability and led to higher profit.」

「At the time of sale, we thoroughly provided support services that are also one of our strengths, such as initial setup and transferring data from customers' existing computers. Proposals enabling customers to use their new computers in the same environment as before were well received, increasing the number of computer sales that included support services. This improved profitability and led to further increases in profit.」

「In addition to an increase in the number of computers sold, support results increased as a result of a higher rate of support-service attachment at the time of sale. We also established a support operations site at our Numazu headquarters and assigned dedicated staff, improving work efficiency and developing a system capable of handling more support work. As a result, revenue in the Services and Support field was ¥530.515 million, up 7.3% year on year.」

「Recently, nearly 50% of computer purchasers have used purchase-time support such as initial setup and data transfer. This has improved customer satisfaction and helped increase earnings. We are also focusing on securing extended warranties for computers and promoting the provision of high-satisfaction Services and Support.」

「Recently, nearly 50% of computer purchasers have used purchase-time support such as initial setup and data transfer. This has improved customer satisfaction and helped increase earnings. We are also focusing on securing extended warranties for computers and promoting the provision of high-satisfaction Services and Support.」

「Under these circumstances, in our computer business, we worked to strengthen sales by expanding our product range and thoroughly maintaining low prices so that we could meet the needs of a wide range of customers. In addition, by promoting support services such as initial setup and data transfer when computers are sold, we worked to create an environment in which customers could use their computers comfortably and to improve the Company's earnings. In particular, for support services, we have focused on identifying the support each customer needs through dialogue and customizing the work required by each customer, so that we can properly meet each individual's needs. As a result of these initiatives, revenue from computers and support services exceeded the previous year's level.」

「In addition to support services such as initial setup and data transfer, which are among our strengths, we provide extended warranties so that customers can use their computers with confidence for a long time. These efforts to enhance customer satisfaction while securing earnings are producing results.」

「We have promoted support services that perform initial setup for computers purchased by customers and transfer the environment from computers they previously used, allowing them to use their new computers in the same environment as before. The service, in which specialist computer-store staff perform tasks customers cannot do themselves, has been very well received. Recently, nearly 50% of purchasers have requested this support, and we are working to create an environment in which customers can use their computers with confidence after purchase. The resulting support revenue has made a significant contribution to improving the Company's earnings. In addition, to handle computer repairs and support more efficiently and quickly, we newly established a support operations site within our distribution center and built a system for centrally accepting repair and support work from all stores.」

「In the Services and Support field, we strengthened proposals for support such as initial setup, which enables customers to use their computers immediately after purchase, resulting in more requests for support. In addition, greater awareness of repair and support services at each store increased the number of repairs and support requests brought to stores. As a result, revenue in the Services and Support field was ¥427.099 million, up 2.1% year on year.」

「In addition, sales of support services unique to a specialist computer retailer have remained strong, and our setup and data-transfer services when customers replace their computers have been well received.」

「Under these circumstances, in our computer business, we are placing even greater emphasis on promoting support services, which have continued to generate increased earnings. In response to strong user demand to use a newly purchased computer in the same environment as before, we have enhanced services for transferring data and the user environment from the computer previously used, thereby working to further improve our support services.」

「Under these circumstances, in our computer business, we continued from the previous fiscal year to promote computer sales and the provision of related support, working to improve profitability. We also held training sessions to ensure that we could make appropriate proposals for support that would enable customers to use their computers more comfortably, and we are developing a service structure that satisfies customers.」

「To further strengthen and promote Services and Support, in addition to explanations provided through customer service, we produced explanatory videos and distributed them in stores and on our website. By making proposals that were clearer and more specific than before, we have increased the number of customers purchasing support services.」

「In addition, to further strengthen support services, we have increased repair requests received through our website by making greater use of search advertising and promotional activities on social media.」

「Under these circumstances, in our computer business, we are placing even greater emphasis on promoting support services, which have continued to generate increased earnings. To communicate service details more clearly than was possible through our existing support menus, we have produced explanatory videos and shown them in stores to strengthen our marketing efforts. By helping customers understand the services visually, we have been able to increase the number of support service requests. In addition, some stores have installed digital signage to raise awareness by effectively communicating not only information about support services but also special-price offers and other information.」

「Under these circumstances, in our computer business, we have been strengthening computer support, proposing the support customers need through dialogue with them, and providing purchase-time support to as many customers as possible, thereby enhancing customer satisfaction while working to secure earnings.」

「With regard to Services and Support, which we have been strengthening since the previous fiscal year, we are working to expand it further as a core earnings business. In particular, we are focusing on support services for initial setup and upgrades when customers purchase a computer, and recently more than 30% of computer purchasers have used these services.」