Customer-First Approach and Dedicated Account Management

「We have established an organizational structure tailored to customers' needs. Customer success becomes deeply involved to promote usage for customers requiring intensive support, while inside sales provides rapid, non-face-to-face follow-up via the web for customers seeking efficient information gathering.」

「By increasing customer success staffing and focusing on activities to expand points of contact with customers, we increased contacts with existing customers and strengthened customer relationships, including by reducing the number of companies not yet contacted. We also supported sales representatives, in addition to marketing personnel, in using the services in their sales activities to increase customer utilization and active users. The resulting increase in business opportunities for Cloud CIRCUS tools led to upselling and cross-selling.」

「By the end of the previous fiscal year, a system linking sales representatives, Wakayama Contact Center and customer success through organizational and IT structures had been established, improving sales productivity and enabling a strong start from the first quarter under review.」

「To identify customers' latent needs and improve productivity, we strengthened the structure and coordination of our internal information infrastructure, Wakayama Call Center and customer success division, resulting in substantial year-on-year increases in sales and profit.」

「To identify customers' latent needs and improve productivity, we strengthened the structure and coordination of our internal information infrastructure, Wakayama Call Center and customer success division, resulting in a substantial recovery in sales compared with the first quarter of the previous consolidated fiscal year.」

「In response to these challenges, our mission has been to support the healthy growth and continued existence of our customers. From the customer's perspective, we have proposed, sold and supported optimal IT equipment and services, together with related office environments.」

「We have worked to further instill across all officers and employees the business mission of "supporting the healthy growth and continued existence of customers," and to strengthen our organization so that we can provide customers with the value of being a "reliable and dependable partner."」

「In response to these challenges, our mission has been to support the healthy growth and continued existence of our customers. From the customer's perspective, we have proposed, sold and supported optimal IT equipment and services, together with related office environments.」

「Customer 1st, our customer-focused structure, entered its third year in the fiscal year under review. The approach of identifying customers' goals and guiding them toward solutions to the associated challenges is beginning to take root in the sales organization, with the effects becoming apparent. Bizisuke, which began offering a wide range of services based on the concept of "being useful in business" in the previous fiscal year, is also steadily increasing its customer base.」

「In the IT infrastructure-related business, we have been building "Customer 1st," a structure and system designed to best serve customers, since the previous consolidated fiscal year so that we can address the needs of small and medium-sized enterprises from the customer's perspective. Customer 1st promotes the adoption of IT to help customer companies survive and grow, and we have operated under a dedicated account management system to provide products and services closely tailored to customers. Customer 1st is becoming established, and our approach to identifying customers' goals and guiding them toward solutions to the associated challenges is beginning to take root within the company, with the results becoming apparent.」

「To further improve customer satisfaction through Customer 1st, we will launch Bizisuke, a new service combining services useful to customers in their businesses. Centered on comprehensive support for customers' PCs and other electronic devices and software, the package will include 16 services, including office paper and supplies at special prices and services that help increase sales related to web marketing. Bizisuke is also planning to expand its wide range of services based on the concept of "being useful in business." We will launch Bizisuke Channel (URL: https://bizisuke.jp/), a community site connecting customers with us and with one another, and will continue updating it with information on new services and other useful content.」

「One year after the transition to Customer 1st, our approach to identifying customers' goals and guiding them toward solutions to the associated challenges is beginning to take root within the company, with the results becoming apparent.」

「In the IT infrastructure-related business, we have been building "Customer 1st," a structure and system designed to best serve customers, since the previous consolidated accounting period so that we can address the needs of small and medium-sized enterprises from the customer's perspective. One year after the transition to Customer 1st, our approach to identifying customers' goals and guiding them toward solutions to the associated challenges is beginning to take root within the company, with the effects becoming apparent.」

「The contact center handles 3,000 inquiries per month and uses a knowledge system to respond to inquiries about multiple products and services accurately and efficiently. The abandonment rate is well below 5%, enabling the center to continue handling calls steadily. In addition, individual assessments and training based on call recordings are conducted continuously to improve service quality.」

「Beginning with the third-quarter consolidated accounting period, we integrated field engineers responsible for network construction and maintenance into technical support, accelerating the development of multi-skilled staff and one-stop support. The contact center handles 4,000 inquiries per month and introduced a knowledge system to respond to inquiries about multiple products and services accurately and efficiently. The abandonment rate is well below 5%, enabling us to continue handling calls steadily.」

「To provide customers with one-stop support, we also integrated the field organization, which had been divided between business telephone and MFP (multifunction printer) teams in technical support, and began developing a multi-skilled workforce. The contact center handles 4,000 inquiries per month, with an appropriate division between first-line reception staff and second-line support personnel, keeping the abandonment rate at 5% or less. We will continue working toward an "easy-to-reach contact center."」

「Beginning with the first-quarter consolidated accounting period under review, we changed from the departmental structure previously organized around products and services. Because each product had its own sales representative and we believed that information sharing among representatives was insufficient, we are building "Customer 1st," a structure and system designed to best serve customers. Through regular visits and strong customer relationships, we aim to address the needs of small and medium-sized enterprises from the customer's perspective.」

「We will change from an account structure organized by product or service to one with dedicated account managers for each customer, and will work to further improve customer satisfaction and retain customers by building strong relationships through regular visits.」