External Provision of CRM Infrastructure and Operational Know-How
First written in FY2017. 9 of 12 entries say "Advanced", first in FY2021-Q3. Latest entry: 2026-07-08.
3 other companies' latest entry also says "Advanced".
- 2026-07-08AdvancedFinancial results presentation
「The number of seats using BellCloud+ and BellCloud+CX expanded steadily to 9,800, an increase of 1,000 seats.」
The number of seats using the cloud-based contact center voice platform increased, demonstrating the expansion of the CRM infrastructure offering. - FY2026AdvancedAnnual report
「This service can estimate customer needs by scoring the likelihood of customers experiencing life events or having particular interests, and can be used for various marketing purposes, including recommending optimal products, estimating demand for new products and delivering advertisements to acquire new customers.」
The external provision of CRM infrastructure and operational expertise took concrete form in the Hitotonari AI service jointly developed with Thinker. The service analyzes VOC, including call data and chat logs, using generative AI and provides one-stop support through the execution of marketing initiatives. - FY2025AdvancedAnnual report
「In addition, we began providing the Knowledge CX Design Service for client companies struggling to convert the knowledge underlying the use of generative AI into data, with the aim of building a foundation for introducing generative AI. We design a mechanism to consolidate the unstructured data essential for using generative AI, including interaction records, manuals and FAQs accumulated at contact centers, as well as operators' personal notes and tacit knowledge, and convert it into searchable text data that generative AI can readily understand.」
The external provision of CRM infrastructure and operational expertise progressed to the launch of the Knowledge CX Design Service, which converts unstructured data such as interaction records, FAQs, personal notes and tacit knowledge into knowledge for generative AI. - FY2025-H1AdvancedAnnual report
「We began providing an end-to-end service using Brainpad Inc.'s social media analysis tool Brandwatch Consumer Research, supporting and acting on behalf of clients from planning social listening and UGC utilization initiatives through the collection and analysis of UGC (User Generated Content, such as unsolicited user comments and reviews), implementation of measures and ongoing operations.」
The Company began providing an end-to-end service that combines CRM frontline interaction records and BPO operational expertise with Brainpad's data analysis capabilities, supporting clients from UGC collection and analysis through initiative implementation and operations. - FY2024-Q2AdvancedAnnual report
「In addition to collaborating with partner companies possessing extensive knowledge and solutions in the marketing field, through cooperation with Thinker Co., Ltd., we aim to build a marketing model that uses the enormous volume of VOC and CRM data held by our Group, 500 million records annually, to enable appropriate actions at every customer touchpoint and sustain results. We will support optimal CX communications for client companies.」
The external provision and use of CRM data and VOC progressed toward building a cross-touchpoint marketing model using 500 million data records annually. - FY2023AdvancedAnnual report
「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.」
Regarding the external provision of CRM infrastructure and operational expertise, the Company progressed toward launching a service that analyzes interaction logs using a voice data solution and supports customer companies' marketing and sales growth. - FY2023-Q1AdvancedAnnual report
「As part of our collaboration initiatives, we began providing a next-generation personalized contact center service with Treasure Data株式会社, based on the customer data platform “Treasure Data CDP(*) for Service” for contact centers.」
Regarding the external provision of CRM infrastructure and operational expertise, the Company began providing a service that integrates companies' internal web browsing, store and e-commerce purchasing data and combines it with inquiry histories to enable responses tailored to individual customers. - FY2022-Q3AdvancedAnnual report
「With the cooperation of B4A Co., Ltd., we developed the Kyoritsu Operation System reservation system for Kyoritsu美容外科, managed by Medical Corporation Shadan Bijinkai. Kyoritsu美容外科 had previously handled reservations by telephone and email, but the time required to complete reservations had been an issue for patients. In addition, because reservation procedures differed from clinic to clinic, it was not possible to standardize workflows and rules or accumulate records of past interactions, creating operational issues including variations in the quality of responses to patients. By redesigning operations through the development of the Kyoritsu Operation System, which integrates contact center operations (CRM) and a reservation system (SaaS), we can expand services based on Kyoritsu美容外科's guiding principle of providing aesthetic medicine from the patient's perspective. Going forward, we will work to improve customer satisfaction by making proposals based on the development of this system to customers facing similar issues.」
A concrete example of external provision was reported in which a customer-facing system integrating CRM operations and a SaaS reservation system was developed to standardize workflows and rules, accumulate interaction records and improve response quality. Proposals to customers facing similar issues are also planned. - FY2021-Q3AdvancedAnnual report
「In addition, to improve productivity and employee satisfaction by implementing a "new way of working" for contact centers in the new normal, the company has begun providing and operating work-from-home contact centers using cloud technologies from Amazon Web Services, including its cloud-based contact center system, "BellCloud®."」
Concrete progress was reported in the external provision of CRM infrastructure, with the provision and launch of operations for a home-based contact center using BellCloud® and Amazon Web Services. - FY2019RestatedAnnual report
「Going forward, in addition to using this CRM infrastructure, backed by extensive experience, for projects contracted by our Group, we will strengthen efforts to provide it as CRM infrastructure to client companies.」
The Company has reaffirmed its policy of providing CRM infrastructure, including BellCloud®, Bell＠Home and WFM, together with operational expertise to customer companies. - FY2018RestatedAnnual report
「Going forward, in addition to using this CRM infrastructure, backed by extensive experience, for projects contracted by our Group, we will strengthen efforts to provide it as CRM infrastructure to client companies.」
The Company continues to pursue a policy of providing CRM infrastructure, including BellCloud®, Bell＠Home and WFM, to customer companies. - FY2017First statedAnnual report
「Going forward, in addition to using this CRM infrastructure, backed by extensive experience, for projects contracted by our Group, we will strengthen efforts to provide it as CRM infrastructure to client companies. By providing CRM infrastructure and operational expertise as an integrated package, our client companies can establish high-quality contact centers while keeping initial costs down.」
The Company plans to provide CRM infrastructure, including BellCloud®, Bell＠Home and WFM, to customer companies as well as for projects it has contracted directly, together with infrastructure and operational expertise as an integrated package.