Retaining Existing Customers, Continuing Business and Building Trust

「Regarding the target of 148,000 contracts held at the end of the fiscal year ending August 2026, progress is behind plan for various reasons, including a review of staffing allocations. The cancellation rate has remained stable at 0.64% as a result of ongoing efforts to enhance customer support and improve satisfaction.」

「For the small-business optical collaboration service Office Hikari 119, new customer acquisition through agencies remained strong and the number of contracted lines increased steadily. The cancellation rate remained stable at a low 0.63% as a result of enhanced ongoing customer support and efforts to improve satisfaction. In addition, the number of contracts held continued to increase steadily toward the target of 136,000 contracts at the end of the fiscal year ending August 2025, progressing smoothly toward achievement of the target.」

「In the Office Hikari 119 business, customer acquisition through web advertising and the use of agencies progressed steadily. By also focusing on retention activities for existing customers and working to prevent cancellations, contracted lines increased by 7,211 from the end of the previous consolidated fiscal year to 127,802 (the cancellation rate for the fiscal year ended August 2024 was 0.66%). However, the target of 130,000 contracted lines set for the fiscal year ended August 2024 was not achieved.」

「For new customer acquisition for the small-business optical collaboration service Office Hikari 119, the transition to web marketing from the previous consolidated fiscal year proceeded smoothly. Stabilized web-advertising operations and telemarketing increased the number of new contracts compared with the same quarter of the previous year. Meanwhile, the cancellation rate increased slightly year on year but remained low. Contracted lines have also been tracking slightly below plan against the target of 130,000 contracts at the end of the fiscal year ending August 2024.」

「For new customer acquisition for the small-business optical collaboration service Office Hikari 119, the transition to web marketing from the previous consolidated fiscal year proceeded smoothly. Stabilized web-advertising operations and telemarketing increased the number of new contracts compared with the same quarter of the previous year. Meanwhile, the cancellation rate increased slightly year on year but remained low. In addition, contracted lines have been tracking slightly below plan against the target of 130,000 contracts at the end of the fiscal year ending August 2024.」

「New customer acquisition for the small-business optical collaboration service Office Hikari 119 remained steady, as customer traffic from web marketing and referrals from agencies continued to increase. However, because priority was given to acquiring new customers, retention activities became less intensive and the cancellation rate for Office Hikari 119 showed a slight upward trend. Nevertheless, the number of contracted lines is progressing gradually toward the target of 130,000 contracts at the end of the fiscal year ending August 2024.」

「In the Office Hikari 119 business, customer acquisition through web advertising and the use of agencies progressed steadily. By also focusing on retention activities for existing customers and working to prevent cancellations, contracted lines increased by 6,896 from the end of the previous consolidated fiscal year to 120,591 (the cancellation rate for the fiscal year ended August 2023 was 0.65%). As a result, we achieved the target of 120,000 contracted lines set for the fiscal year ended August 2023.」

「However, although we strengthened retention activities after changing the electricity supply terms and the method for billing service charges during the third quarter, the cancellation rate increased slightly.」

「The cancellation rate improved compared with the same quarter of the previous year as a result of strengthening retention activities aimed at contacting customers.」

「Because this is a stock-revenue business based on ongoing customer relationships, we continued retention activities and worked to strengthen relationships with existing customers, while also focusing on cross-selling services and products that help solve customer problems.」

「In addition to steadily increasing the number of contracts held toward achieving the numerical targets in the medium-term management plan, we implemented various retention marketing initiatives, which helped prevent cancellations.」

「During the nine-month period ended 31 May, in addition to steadily increasing the number of contracts held toward achieving the targets in the medium-term management plan, we implemented various retention-marketing initiatives that helped prevent cancellations.」

「Because this is a stock-revenue business based on ongoing customer relationships, we continued to strengthen relationships with existing customers through retention activities. In addition, we introduced inside sales and used email and SMS to promote services and products to existing customers, stimulating the interest of prospective customers and leading to cross-selling.」

「We continued to strengthen relationships with existing customers through the use of the Group's problem-solving expertise and regular retention activities involving customer-focused follow-up.」

「During the nine-month period ended 31 May, we continued to strengthen relationships with existing customers through the use of the Group's problem-solving expertise and regular retention activities involving customer-focused follow-up.」

「We worked to strengthen relationships with existing customers through our problem-solving expertise and regular retention activities, one of the Group's strengths.」

「By focusing on follow-up activities for existing customers and working to prevent cancellations, the number of contracted lines increased by 5,656 from the end of the previous consolidated fiscal year to 100,775 lines (the cancellation rate for the fiscal year ended August 2020 was 0.89%), while net sales increased 6.9% year on year. The steady accumulation of stock-business revenue contributed to the increase in sales.」

「Against this backdrop, the Group pursued its mission of becoming a partner that solves the challenges faced by small and medium-sized enterprises, strengthening its relationships with existing customers by leveraging its expertise in resolving problems and conducting regular customer follow-ups.」

「Because this is a stock-revenue business based on ongoing customer relationships, retention activities are important. We therefore continued to contact customers in stages after entering into an Office Hikari 119 contract, moving from initial follow-up to regular follow-up, and worked to improve customer satisfaction and prevent cancellations.」

「Against this backdrop, the Group reorganized the Sales Headquarters to clarify the roles of each business and create a structure that would enable more agile execution. It established a dedicated retention department to build long-term relationships with existing customers and worked to retain them.」

「Against this backdrop, the Group used list analysis based on its accumulated database to acquire new customers, while continuing to follow up with existing customers and working to retain them in order to build long-term relationships.」

「We continued retention activities for high-value customers, including existing customers of Office Hikari 119, supported improvements to their office environments, identified current issues and problems, and worked to build trusted relationships.」