Leveraging customer contact services as an R&D function for growth businesses

「The selection and concentration of existing client companies in the customer business has largely been completed, and revenue and profit are at roughly the same levels as in the year-earlier period.」

「Rather than pursuing scale expansion, the Company thoroughly managed the profitability of each contracted project and continued to select and concentrate on projects. Although this did not produce significant revenue growth, efforts to prioritize improved profitability are bearing fruit.」

「Revenue declined as we selected and concentrated on our client companies. Operating profit, however, increased substantially as a result of revisions to outsourcing fees and a review of existing operations.」

「As in the first quarter (April to June), the Customer business, which provides customer support services, improved profitability by continuing to select and concentrate on existing operations, an initiative launched in the previous fiscal year. Revenue was ¥3,300 million, down 0.7% year on year, while operating profit was ¥469 million, up 58.3%.」

「During the fiscal year ending March 2025, the Company withdrew from low-profitability projects. Although segment-wide revenue declined, profitability improved. During the fiscal year ending March 2026, the Company will continue to select and concentrate on profitable projects.」

「The Customer business, which provides customer support services, posted revenue of ¥3,323 million, down 22.7% year on year, and operating profit of ¥296 million, down 61.9%, following the complete end of vaccine-related work.」

「Vaccine-related and other work contracted as the COVID-19 pandemic subsided and ended completely during the fiscal year ending March 2024. Meanwhile, demand for outsourcing customer services remains strong due to the declining working-age population and labor shortages. As requests from existing and new clients for new and expanded operations continue to increase, the Group will seek to grow the business by enhancing the value it provides, including its strengths in stable regional operations and backup capabilities.」

「The Customer business, which provides customer support services, was affected by a temporary decline in revenue resulting from the reduction in the scale of vaccine-related work. Revenue was ¥6,167 million, down 14.8% year on year, and operating profit was ¥959 million, down 49.4%.」

「The Customer business, which provides customer support services, posted lower revenue due to the contraction of vaccine-related work, but growth in previously challenged projects limited the decline. Revenue was ¥4,300 million, down 5.2% year on year. Operating profit was ¥776 million, down 31.7%, due to lower revenue and higher costs, including additional staffing, as work volumes increased in projects that had declined during the COVID-19 pandemic.」

「The Customer business, which provides customer contact services in Japan, offset the decline in revenue resulting from the contraction of vaccine-related work through the expansion of existing projects and new contracted operations. Revenue was therefore broadly unchanged from the same period of the previous year at ¥2,225 million, down 0.8% year on year. Operating profit was ¥447 million, down 29.5%, as costs rose due to additional staffing and other appropriate personnel allocation in response to increased work volumes in projects that had declined during the COVID-19 pandemic and in existing projects.」

「The Customer business, which provides customer support services, achieved significant growth due to a further extension of the period for vaccine-related work, strong demand for outsourcing, growth in existing contracted operations, and the launch of multiple new projects. Revenue was ¥7,238 million, up 28.1% year on year, and operating profit was ¥1,897 million, up 40.9%.」

「The Customer Business, which provides domestic Customer Contact Services, achieved significant increases in revenue and profit as the number of lines and service periods for contracted vaccination-related operations from local governments and other organizations were expanded, while existing businesses grew and multiple new projects were launched. Revenue was ¥4,534 million, up 21.7% year on year, and operating profit was ¥1,137 million, up 31.6%.」

「The Customer Business, which provides domestic Customer Contact Services, reported revenue of ¥2,244 million, up 24.1% year on year, and operating profit of ¥634 million, up 51.8%. Contracted operations from internet-related companies remained solid, while local governments actively pursued fourth-dose vaccinations, resulting in a larger-than-planned increase in the number of lines in use and an extension of the service period for vaccination-related operations.」

「In the product warranty business for home appliances, telecommunications equipment and other products, we will build our own platform model and incorporate services for local governments, such as support for COVID-19 vaccination centers at BPO sites, continuing to grow alongside the development and stability of local communities.」

「The Customer Business, which provides domestic Customer Contact Services, expanded its local government operations for the second consecutive quarter. In addition, its credit card-related contact centers remained solid, and the launch of new contracted operations from a major machinery manufacturer drove significant growth. Revenue was ¥5,650 million, up 52.2% year on year, and operating profit was ¥1,346 million, up 226.8%.」

「The Customer Business, which provides domestic Customer Contact Services, reported revenue of ¥3,726 million, up 50.5% year on year, and operating profit of ¥864 million, up 227.7%. Contact centers related to credit cards and the internet grew steadily, while local government operations also contributed to the increase.」

「The Customer Business, which provides domestic Customer Contact Services and other services, reported revenue of ¥1,808 million, up 53.5% year on year, and operating profit of ¥418 million, up 304.3%, due to new contracts and improved profitability in existing operations.」

「In the product warranty business for home appliances, telecommunications equipment and other products, we will build our own platform model and incorporate services for local governments, such as COVID-19 vaccination services, at BPO sites, continuing to grow alongside the development and stability of local communities.」

「The Customer Business, which provides domestic Customer Contact Services and other services, reported revenue of ¥3,711 million, up 10.8% year on year, due to growth in existing contracted operations. Operating profit was ¥411 million, up 155.0%, as unprofitable projects were resolved.」

「The Customer Support Business, which provides domestic Customer Contact Services and other services, reported revenue of ¥2,476 million, up 12.4% year on year, due to growth in existing contracted operations. Operating profit was ¥263 million, up 219.0%, as unprofitable projects were resolved.」

「The Customer Support Business, which provides domestic Customer Contact Services and other services, reported revenue of ¥1,178 million, up 6.7% year on year, due to growth in existing contracted operations and the acquisition of new projects. Operating profit was ¥103 million, up 191.5%, as unprofitable projects were resolved.」

「This was a loss associated with the withdrawal from part of the CRM Business.」

「Net income attributable to owners of the parent was ¥1,340 million, down 7.8% year on year, affected by a consolidated subsidiary that recorded a loss for the period, including a ¥150 million loss on business withdrawal recognized as an extraordinary loss.」

「Operating profit was ¥185 million, up 53.5% year on year, as the issue identified as a challenge in the previous fiscal year was resolved.」

「Going forward, we will avoid competing with major call center companies and propose comprehensive Customer Contact Services to client companies that value the added-value services we provide and with which we can build long-term relationships, as well as to existing client companies served by our other businesses. Our main target markets are credit cards and payment services.」

「The Customer Support Business, which provides domestic Customer Contact Services and credit card services for Japanese expatriates, reported revenue of ¥4,817 million, up 5.3% year on year, as it acquired new clients and existing contracted operations continued to expand steadily.」

「The Customer Support Business, which provides domestic Customer Contact Services and credit card services for Japanese expatriates, reported revenue of ¥3,196 million, up 7.9% year on year, as it acquired new clients and existing contracted operations expanded steadily.」

「Going forward, we will avoid competing with major call center companies and propose comprehensive Customer Contact Services to client companies that value the added-value services we provide and with which we can build long-term relationships, as well as to existing client companies served by our other businesses. Our main target markets are cards and telecommunications.」

「The Customer Support Business, which provides domestic Customer Contact Services and credit card services for Japanese expatriates, reported revenue of ¥4,575 million, up 17.3% year on year, due to the acquisition of new clients and steady performance in existing contracted operations. Operating profit was ¥665 million, up 13.3%, as growth absorbed some of the higher costs.」

「The Customer Support Business, which provides domestic Customer Contact Services and credit card services for Japanese expatriates, reported revenue of ¥2,962 million, up 23.4% year on year, as it acquired new clients and existing contracted operations expanded steadily.」

「The Customer Support Business, which provides domestic Customer Contact Services and credit card services for Japanese expatriates, reported revenue of ¥1,471 million, up 21.1% year on year, due to the acquisition of new domestic contracted operations and growth in existing contracted operations.」

「The Customer Support Business, which provides domestic Customer Contact Services and credit card services for Japanese expatriates, reported revenue of ¥5,155 million, up 3.9% year on year, supported by stable credit card services and the acquisition of new clients by its Customer Contact Center.」

「Despite the continued termination of some operations, the acquisition of new domestic projects and steady growth in overseas credit card services resulted in revenue of ¥3,901 million, up 0.8% year on year.」

「The Customer Support Business, which provides domestic Customer Contact Services and credit card services for Japanese expatriates, reported revenue of ¥2,400 million, down 6.0% year on year. This reflected the acquisition of new domestic projects and steady growth in credit card services, offset by the termination of some domestic operations.」

「The Customer Support Business, which provides domestic Customer Contact Services and credit card services for Japanese expatriates, reported revenue of ¥1,214 million, down 6.7% year on year. Credit card services remained stable, but some Customer Contact Service operations were scaled back.」

「Although the operating environment is challenging, this service is an important area for our group, serving an R&D function that creates growth businesses.」