Improving the profitability of the CRM business and expanding sales through existing customers

「We began providing “BellCloud+CX,” a generative AI-enabled, CX cloud-based contact center platform.」

「In our Group’s core CRM (Customer Relationship Management) business, it is important to transform the business into a solution model expected to generate high profit margins by using new technologies such as generative AI. In this market environment, we are expanding the scope of services in line with the diversification of customer touchpoints and using data to improve operational quality and added value, while promoting the development of new business areas.」

「In our Group’s core CRM (Customer Relationship Management) business, it is important to transform the business into a solution model expected to generate high profit margins by using new technologies such as generative AI. In this market environment, we are expanding the scope of services in line with the diversification of customer touchpoints and using data to improve operational quality and added value, while promoting the development of new business areas.」

「Centered on its core CRM business, our Group will vigorously pursue initiatives to strengthen its earnings base through the synergistic effects of expanding transactions with existing clients and strengthening the acquisition of new clients by leveraging the diverse corporate networks of the ITOCHU Corporation Group and the TOPPAN Group, together with appropriate pricing to address higher labor costs, greater operational efficiency, and thorough cost control.」

「Our Group’s core CRM (Customer Relationship Management) business has entered a mature phase, making expansion into adjacent areas important. In this market environment, to differentiate ourselves from competitors, we are working to improve operational quality and added value by expanding the scope of services in line with the diversification of customer touchpoints and leveraging data such as VOC (Voice of Customer), while also being required to develop new business areas.」

「In developing the NEW BPO field set out in our medium-term management plan, we made 株式会社シンカー a subsidiary and will promote a marketing BPO business that consistently delivers optimal CX (Customer Experience) by leveraging data from all customer touchpoints, in addition to VOC accumulated at contact centers.」

「Our Group’s core CRM (Customer Relationship Management) business has entered a mature phase, making expansion into adjacent areas important. In this market environment, to differentiate ourselves from competitors, we are working to improve operational quality and added value by expanding the scope of services in line with the diversification of customer touchpoints and leveraging data such as VOC (Voice of Customer), while also being required to develop new business areas.」

「As part of efforts to promote digital transformation through the use of voice data, we began providing the “DX Direct Center” service, which uses contact center interaction logs to increase clients’ sales.」

「Although the economic outlook remains uncertain, revenue increased year on year, reflecting growth in one-off demand from social infrastructure-related work, expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation and 凸版印刷株式会社. In terms of profit, quarterly profit before tax increased year on year, reflecting profit growth from higher revenue and the effects of profitability improvement initiatives. As a result, CRM business revenue was ¥116.858 billion, up 7.4% year on year, and profit before tax for the quarter was ¥11.283 billion, up 6.2%.」

「Although the economic outlook remains uncertain, revenue increased year on year, reflecting growth in one-off demand from social infrastructure-related work, expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation and 凸版印刷株式会社. In terms of profit, quarterly profit before tax increased year on year, reflecting profit growth from higher revenue and the effects of profitability improvement initiatives. As a result, CRM business revenue was ¥77.809 billion, up 7.2% year on year, and profit before tax for the quarter was ¥7.712 billion, up 7.3%.」

「Revenue increased year on year, reflecting growth in one-off demand from social infrastructure-related work, expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation and 凸版印刷株式会社. In terms of profit, quarterly profit before tax increased year on year, reflecting profit growth from higher revenue and the effects of profitability improvement initiatives.」

「Despite the impact of the spread of COVID-19, revenue increased year on year, reflecting growth in one-off demand from social infrastructure-related work, expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation and 凸版印刷株式会社. In terms of profit, quarterly profit before tax increased year on year, reflecting profit growth from higher revenue and the effects of profitability improvement initiatives. As a result, CRM business revenue was ¥108.762 billion, up 7.4% year on year, and profit before tax for the quarter was ¥10.584 billion, up 10.6%.」

「Despite the impact of the spread of COVID-19, revenue increased year on year, reflecting growth in one-off demand from social infrastructure-related work, expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation and 凸版印刷株式会社. In terms of profit, quarterly profit before tax increased year on year, reflecting profit growth from higher revenue and the effects of profitability improvement initiatives. As a result, CRM business revenue was ¥72.599 billion, up 9.5% year on year, and profit before tax for the quarter was ¥7.170 billion, up 13.6%.」

「Despite the impact of the spread of COVID-19, revenue increased year on year, reflecting growth in one-off demand from social infrastructure-related work, expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation and 凸版印刷株式会社. In terms of profit, quarterly profit before tax increased year on year, reflecting profit growth from higher revenue and the effects of profitability improvement initiatives. As a result, CRM business revenue was ¥36.210 billion, up 11.8% year on year, and profit before tax for the quarter was ¥3.476 billion, up 21.5%.」

「Despite the impact of the spread of COVID-19, revenue increased year on year, reflecting growth in one-off demand from social infrastructure-related work, expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation and 凸版印刷株式会社. In terms of profit, despite higher labor costs resulting from equal pay for equal work, profit before tax increased year on year, reflecting profit growth from higher revenue and the effects of profitability improvement initiatives.」

「Despite the impact of the spread of COVID-19, revenue increased year on year, reflecting growth in one-off demand from social infrastructure-related work, expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation (hereinafter, “ITOCHU Corporation”) and 凸版印刷株式会社 (hereinafter, “凸版印刷株式会社”). In terms of profit, despite higher labor costs resulting from equal pay for equal work, profit before tax for the quarter increased year on year, reflecting profit growth from higher revenue and the effects of profitability improvement initiatives. As a result, CRM business revenue was ¥101.257 billion, up 7.4% year on year, and profit before tax for the quarter was ¥9.573 billion, up 14.1%.」

「Despite the impact of the spread of COVID-19, revenue increased year on year, reflecting growth in one-off demand from social infrastructure-related work, expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation (hereinafter, “ITOCHU Corporation”) and 凸版印刷株式会社 (hereinafter, “凸版印刷株式会社”). In terms of profit, despite higher labor costs resulting from equal pay for equal work, profit before tax for the quarter increased year on year, reflecting profit growth from higher revenue and the effects of profitability improvement initiatives. As a result, CRM business revenue was ¥66.269 billion, up 6.6% year on year, and profit before tax for the quarter was ¥6.311 billion, up 13.0%.」

「Despite the impact of the spread of COVID-19, revenue increased year on year, reflecting the expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation and 凸版印刷株式会社. In terms of profit, despite higher labor costs resulting from equal pay for equal work, profit before tax for the quarter increased year on year, reflecting profit growth from higher revenue and the effects of profitability improvement initiatives. As a result, CRM business revenue was ¥32.384 billion, up 6.8% year on year, and profit before tax for the quarter was ¥2.862 billion, up 3.8%.」

「Revenue increased year on year, reflecting the expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, the solid performance of synergy projects with ITOCHU Corporation, synergies from stronger collaboration with 凸版印刷株式会社, and growth in one-off projects. In terms of profit, profit before tax increased year on year, reflecting profit growth from higher revenue and the effect of improved profitability following the completion of low-margin projects in the previous consolidated fiscal year. As a result, CRM business revenue was ¥125.142 billion, up 6.5% year on year, and profit before tax was ¥10.453 billion, up 11.1%.」

「Revenue increased year on year, reflecting the expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, the solid performance of synergy projects with ITOCHU Corporation, synergies from stronger collaboration with 凸版印刷株式会社, and growth in one-off projects. In terms of profit, profit before tax for the quarter increased year on year, reflecting profit growth from higher revenue and the effect of improved profitability following the completion of low-margin projects in the previous consolidated fiscal year.」

「Revenue increased year on year, reflecting the expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year, the solid performance of synergy projects with ITOCHU Corporation, the expansion of synergies from stronger collaboration with 凸版印刷株式会社, and growth in one-off projects such as House of Councillors election-related work. In terms of profit, profit before tax for the quarter increased year on year, reflecting profit growth from higher revenue and the effect of improved profitability following the completion of low-margin projects in the previous consolidated fiscal year.」

「Revenue increased year on year, reflecting the expansion of sales from ongoing projects with existing customers that began in the previous consolidated fiscal year and the solid performance of synergy projects resulting from stronger collaboration with ITOCHU Corporation. In terms of profit, profit before tax for the quarter increased year on year, reflecting profit growth from higher revenue and the effect of improved profitability following the completion of low-margin projects in the previous consolidated fiscal year. As a result, CRM business revenue was ¥29.542 billion, up 3.8% year on year, and profit before tax for the quarter was ¥2.775 billion, up 8.3%.」

「In terms of profit, despite the reversal of the impact of House of Representatives election-related work in the previous consolidated fiscal year, profit before tax increased year on year, reflecting improved profitability from optimizing service prices and improving operational productivity, as well as profit growth from higher revenue. As a result, CRM business revenue was ¥114.824 billion, up 5.5% year on year, and profit before tax was ¥9.402 billion, up 15.4%.」

「In terms of profit, despite the reversal of the impact of House of Representatives election-related work in the first three quarters of the previous fiscal year, profit before tax for the quarter increased year on year, reflecting improved profitability from optimizing service prices and improving operational productivity, as well as profit growth from higher revenue. As a result, CRM business revenue was ¥85.211 billion, up 4.5% year on year, and profit before tax for the quarter was ¥7.142 billion, up 15.2%.」

「In terms of profit, profit before tax for the quarter increased year on year, reflecting improved profitability from optimizing service prices and improving operational productivity, as well as profit growth from higher revenue. As a result, CRM business revenue was ¥56.725 billion, up 5.6% year on year, and profit before tax for the quarter was ¥4.926 billion, up 34.0%.」

「In terms of profit, profit before tax for the quarter increased year on year, reflecting improved profitability from optimizing service prices and improving operational productivity, as well as profit growth from higher revenue. As a result, CRM business revenue was ¥28.464 billion, up 6.1% year on year, and profit before tax for the quarter was ¥2.564 billion, up 46.8%.」

「In terms of profit, profit before tax increased year on year, reflecting profit growth from higher revenue as well as improved profitability from optimizing service prices and improving operational productivity. As a result, CRM business revenue was ¥108.868 billion, up 7.2% year on year, and profit before tax was ¥8.146 billion, up 18.0%.」

「In terms of profit, profit before tax for the quarter increased year on year, reflecting profit growth from higher revenue as well as the effect of improved profitability from frontline-led productivity improvements.」

「Against this business backdrop, our Group formulated and publicly announced a medium-term management plan in May as a set of guidelines through the fiscal year ending February 2020, with the aim of building the next generation of contact centers in pursuit of further long-term growth. The plan is built around three growth strategies: expansion of existing businesses, expansion into new fields, and more sophisticated human resources management. Based on these strategies, we aim to steadily expand sales and profits by strengthening relationships with existing customers, pursuing superior frontline quality, further expanding collaboration with the ITOCHU Corporation Group, and providing services that use new technologies such as AI (artificial intelligence), while improving productivity and achieving sustainable growth through targeted capital investment that helps reduce employee turnover and strengthen recruitment capabilities, as well as more detailed frontline management.」

「Against this business backdrop, our Group formulated and publicly announced a medium-term management plan in May as a set of guidelines through the fiscal year ending February 2020, with the aim of achieving further long-term growth in anticipation of the next generation of contact centers. The plan is built around three growth strategies: expansion of existing businesses, expansion into new fields, and more sophisticated human resources management. Based on these strategies, we aim to steadily expand sales and profits by strengthening relationships with existing customers, pursuing superior frontline quality, further expanding collaboration with the ITOCHU Corporation Group, and providing services that use new technologies such as AI (artificial intelligence), while improving productivity and achieving sustainable growth through targeted capital investment that helps reduce employee turnover and strengthen recruitment capabilities, as well as more detailed frontline management.」

「Under these circumstances, our Group focused on expanding revenue in its core CRM business through service quality improvements, continued operational efficiency improvements, and increased outsourcing work from existing customers.」

「Revenue increased year on year, reflecting the expansion of sales from ongoing projects with existing customers through the continued quality improvement activities undertaken since the previous consolidated fiscal year, synergies from strengthening collaboration with ITOCHU Corporation, and negotiations with customers to revise outsourcing fees.」

「Under these circumstances, our Group focused on expanding revenue in its core CRM business by improving service quality and increasing outsourcing work from existing customers through continued operational efficiency improvements.」

「In our core CRM business, we focused on expanding gross profit through the synergistic effects of improving profitability through service quality enhancements and greater operational efficiency, and expanding sales through increased outsourcing work from existing customers.」