Improving Roadside Assistance Quality and Automated Mobile Dispatch

「While defining the division of responsibilities between AI, including digital transformation, and people, we will pursue both higher quality and greater efficiency. To address the decline in roadside-assistance partner companies, particularly in areas around Tokyo, we will maintain and expand the service network by opening new service centres operated by our group’s specialised emergency-response subsidiaries, investing in vehicles including tow trucks capable of supplying power to EVs, and strengthening communication with partner companies.」

「The Automotive business, which mainly provides roadside assistance and related services to non-life insurance companies and automobile manufacturers, recorded revenue of ¥14,466 million, up 8.6% year on year, as the number of vehicles covered by automobile insurance policies increased and revisions to service fees charged to client companies progressed. Operating profit declined as procurement costs rose due to the summer peak season and higher unit payments to partner companies. Profit margins nevertheless improved compared with the first quarter, April to June, as revenue increased following service-fee revisions and other measures.」

「Under these policies, during the fiscal year ending March 2025 the company began providing motor-vehicle accident damage assessment services using AI image-assessment technology to direct-to-consumer non-life insurance companies, and plans to promote adoption by other non-life insurance companies.」

「The Automotive business, which mainly provides roadside assistance and related services to non-life insurance companies and automobile manufacturers, recorded revenue of ¥13,319 million, up 8.9% year on year, as profitability improvements, including price revisions, progressed, particularly for services related to automobile manufacturers. Meanwhile, the number of dispatches for bicycle roadside assistance trended downward year on year. Operating profit increased 9.5% to ¥1,645 million, as expanded revenue offset higher costs from increased field-response staffing, together with additional training and hiring to improve call-centre quality.」

「The company launched its EV emergency charging service, which uses its existing service network to travel to an electric vehicle that has run out of battery power, charge it on site and restore it to operable condition in a short time without towing it to a charging station or other facility. Nationwide rollout was complete as of May 2023.」

「The Automotive business, which mainly provides roadside assistance and related services to non-life insurance companies and automobile manufacturers, recorded revenue of ¥18,758 million, up 8.6% year on year. Growth was supported by the increase in dispatch arrangements accompanying the higher number of vehicles covered by direct-to-consumer non-life insurance policies and the expansion of roadside assistance for bicycles, which began in the second half of the previous fiscal year. Although personnel costs increased as staffing was strengthened to expand existing operations and procurement unit costs rose due to higher transport ratios and distances, revenue growth contributed to operating profit of ¥2,447 million, up 12.9% year on year.」

「The Automotive business, which mainly provides roadside assistance and related services to non-life insurance companies and automobile manufacturers, recorded revenue of ¥12,234 million, up 9.7% year on year. Although changes in the contractual arrangements with some clients affected revenue recognition, growth in roadside assistance for bicycles, in addition to the steady number of vehicles covered by direct-to-consumer non-life insurance policies, contributed to the increase. Operating profit rose 13.1% to ¥1,502 million despite higher costs associated with strengthening staffing for business expansion.」

「The Automotive business, which mainly provides roadside assistance and related services to non-life insurance companies and automobile manufacturers, recorded revenue of ¥5,762 million, up 8.5% year on year. Although changes in the contractual arrangements with some clients affected revenue recognition, the steady number of vehicles covered by direct-to-consumer non-life insurance policies and the increase in dispatch arrangements contributed to growth. Operating profit increased 10.5% to ¥691 million, as higher revenue and newly acquired business offset increased costs, including labour costs, associated with strengthening the operating structure for business expansion.」

「The Automotive business, which mainly provides roadside assistance and related services to non-life insurance companies and automobile manufacturers, recorded revenue of ¥17,266 million, up 11.4% year on year, supported by the expansion of outsourced work from automobile manufacturers and dealers and the increase in dispatch arrangements accompanying the higher number of vehicles covered by non-life insurance policies. Although the recovery in economic activity increased dispatch arrangements and costs rose due to adverse weather and other factors, the increase in revenue absorbed these effects, resulting in operating profit of ¥2,168 million, up 6.3% year on year.」

「The Automotive business, which mainly provides roadside assistance and related services to non-life insurance companies and automobile manufacturers, expanded revenue as the number of vehicles covered by direct-to-consumer non-life insurance policies increased and dispatch arrangements rose with the recovery in economic activity. Expansion of business with a major automotive products retailer also contributed, bringing revenue to ¥11,150 million, up 11.2% year on year. As the rate and distance of vehicle transport at sites trended upward, greater in-house handling helped lift operating profit to ¥1,328 million, up 11.4% year on year.」

「The Automotive business, which mainly provides roadside assistance and related services to non-life insurance companies and automobile manufacturers, saw the number of dispatch arrangements trend upward as nationwide restrictions on activities were eased from the second half of the previous fiscal year. Revenue increased to ¥5,310 million, up 12.0% year on year, supported by the expansion of existing services and business with a major automotive products retailer.」

「In addition, in preparation for the arrival of a new mobility society in which electric vehicles, autonomous driving and car sharing are widespread, we will actively invest in developing human resources and systems.」

「Although the relocation of dispatch bases for the company’s in-house emergency response service was completed, improving dispatch efficiency and profitability, the improvement was insufficient to cover the shortfall through the previous quarter. Operating profit was therefore ¥2,039 million, down 6.7% year on year.」

「Operating profit was ¥1,192 million, down 16.0% year on year, as the cost of sales increased due to the higher proportion of calls that led to a dispatch.」

「Specifically, to strengthen the “PREMIER Assist” brand, we will expand franchising and, following the completion of the “Toyama Training Field” in May 2020, acquire the skills needed to provide appropriate assistance for a new era while strengthening our franchise rollout. We will also further integrate the automated dispatch system, which uses Android devices and mobile applications, with operations to improve efficiency and strengthen competitiveness by shortening the time from a customer inquiry to arrival at the site, while reducing costs.」

「The Road Assist business, which mainly provides roadside assistance to non-life insurance companies, automobile manufacturers and leasing companies, recorded revenue of ¥14,473 million, up 27.0% year on year, as it acquired new clients for services provided to non-life insurance companies and captured strong demand for services provided to automobile manufacturers. Operating profit was ¥1,662 million, up 35.3% year on year, supported by the stable operation of the group companies responsible for operations and field response.」

「At a meeting of the Board of Directors held on 22 January 2019, the company resolved to conduct an absorption-type merger, effective 1 April 2019, under which its consolidated subsidiary 株式会社プレミアアシストホールディングス (PAHD) would be the surviving company and 株式会社プレミアロードアシスト (PR), 株式会社プレミアホームアシスト (PH) and 株式会社プレミアパークアシスト (PP) would be the absorbed companies. The absorption-type merger of PR, PH and PP is collectively referred to below as “the Merger.” The Merger was completed on 1 April 2019.」

「Specifically, to strengthen the “PREMIER Assist” brand, we will expand franchising and invest in establishing the “Toyama Comprehensive Training Center.” We will also further integrate the automated dispatch system, which uses Android devices and mobile applications, with operations to improve efficiency and strengthen competitiveness by shortening the time from a customer inquiry to arrival at the site, while reducing costs.」

「From these perspectives, and with future multiskilling in mind, we determined that it was necessary to merge the field-response functions and establish them as a strategic foundation, with the aim of implementing our site, human resources, and training strategies in a more integrated manner.」

「The roadside assistance business, which mainly provides services to non-life insurers and automakers, posted revenue of ¥7,392 million, up 18.3% year on year, by capturing steady demand for services for non-life insurers and strong demand from automakers. Operating profit was ¥740 million, up 35.0%, due to stable operations at the Group company handling field operations and stable service operations.」

「Operating profit was ¥357 million, up 14.7% year on year, as the investment to strengthen the capabilities of the Group company handling field operations began to deliver results.」

「Specifically, we will strengthen the “PREMIER Assist” brand and invest in establishing a “Comprehensive Training Center.” We will also strengthen the coordination between the automated dispatch system using Android devices and mobile apps and operational processes to shorten the time from a customer inquiry to arrival at the scene, improve operational efficiency, reduce costs, and strengthen competitiveness.」

「The roadside assistance business, which mainly provides roadside services to non-life insurers, automakers, and leasing companies, posted revenue of ¥9,669 million, up 14.4% year on year, as existing operations remained solid against a backdrop of new client acquisitions and increased service use resulting from higher utilization rates. Operating profit was ¥963 million, up 3.3%, reflecting the effects of upfront investment, including the expansion of the Group company handling field operations.」

「The roadside assistance business, which mainly provides roadside services to non-life insurers and automakers, posted revenue of ¥6,247 million, up 12.7% year on year, due to the contribution of clients newly acquired during the period. Operating profit was ¥548 million, down 6.7%, due to upfront costs for operating the temporary center at the Akita BPO Yokote Campus, expanding the Group company handling field operations, and preparing to launch services for new clients.」

「Although upfront investment was made to strengthen the capabilities of the Group company handling field operations, growth absorbed the higher costs, resulting in operating profit of ¥311 million, up 8.9% year on year.」

「We will also introduce an automated dispatch system using Android devices and mobile apps to shorten the time from a customer inquiry to arrival at the scene, improve operational efficiency, reduce costs, and strengthen competitiveness.」

「Operating profit was ¥932 million, up 24.1% year on year, as the burden of upfront investment in the Toyama BPO Town subsided and efficiency improvements and systemization progressed.」

「Operating profit was ¥587 million, up 22.5% year on year, as the burden of upfront investment in Toyama BPO Town subsided and efficiency and systemisation initiatives progressed.」

「The roadside assistance business, which mainly provides roadside services to non-life insurers and automakers, posted revenue of ¥2,651 million, up 11.0% year on year, due to solid growth in existing outsourced operations. Operating profit was ¥286 million, up 32.2%, owing to the effect of cost control through efficiency improvements and higher utilization of the specialist field-response company.」

「We will introduce an automated dispatch system using Android devices and mobile apps to shorten the time from a customer inquiry to arrival at the scene, improve operational efficiency, reduce costs, and strengthen competitiveness.」