Customer-Success Activities and Stronger Customer Trust in the Maintenance Business
First written in FY2017-Q1. 19 of 35 entries say "Advanced", first in FY2018-Q1. Latest entry: FY2027-H1.
37 other companies' latest entry also says "Restated".
- FY2027-H1RestatedAnnual report
「During the current interim consolidated accounting period, costs increased as we continued investing in human capital to improve service quality, but we secured stable earnings, mainly from existing customers.」
The company explained that the maintenance business continued investing in human capital to improve service quality, increasing costs, while securing stable earnings based on existing customers. - FY2026AdvancedAnnual report
「During the period, maintenance revenue, centred on existing customers, remained solid and performance was generally in line with plan. As a result, revenue was ¥2,075.375 million, up 3.3%, and operating income was ¥393.236 million, up 16.4%.」
Supported by maintenance services for existing customers, the company progressed in line with plan for the full year, with revenue up 3.3% and operating income up 16.4%. - 2026-03-13AdvancedEarnings
「Sales from maintenance services, primarily for existing customers, remained solid, and results were broadly in line with the plan.」
The company reported a 3.3% increase in sales and a 16.4% increase in operating profit for its business based on on-site maintenance visits to existing customers. - FY2026-H1RestatedAnnual report
「Under the policy that “a long-term relationship begins on the day installation is completed,” we are building a stable earnings base for the group by leveraging our proprietary strength of visiting each customer’s home and installation site to provide maintenance after the product is installed.」
The company is reaffirming its policy of building long-term customer relationships and a stable earnings base through ongoing maintenance visits after product installation. - FY2025-H1Lifelong customer and customer satisfaction initiatives alongside declining ancillary-product salesAnnual report
「During the period, our theme was “building lifelong customer relationships and improving customer satisfaction,” and we focused on strengthening recruitment and training. In this environment, revenue from cartridge replacements and maintenance services progressed generally as planned, but sales of ancillary products and other items during maintenance visits declined.」
In the maintenance business, the company strengthened recruitment and training under the themes of building lifelong customer relationships and improving customer satisfaction, while reporting a decline in sales of ancillary products and other items. - FY2025-Q1AdvancedAnnual report
「However, selling, general and administrative expenses increased as we recruited personnel to expand our maintenance structure in preparation for future customer growth.」
The company recruited personnel to expand its maintenance structure in preparation for customer growth. The resulting increase in personnel expenses led to lower earnings in the quarter. - FY2024AdvancedAnnual report
「The maintenance business progressed as planned, resulting in revenue of ¥1,944.802 million, up 0.7%, and operating income of ¥381.206 million, up 23.0%.」
The maintenance business progressed as planned, with full-year revenue up 0.7% and operating income up 23.0%. Under its existing policy of improving customer satisfaction and service quality, the company reported improved full-year earnings. - FY2024-Q3AdvancedAnnual report
「In maintenance involving direct visits to end users, we continued to pursue greater customer satisfaction and improve our services. As a result of steady progress in sales activities, revenue was ¥1,451.173 million, up 1.7%, and operating income was ¥272.822 million, up 28.0%.」
The company continued to improve customer satisfaction and service quality in direct-visit maintenance, reporting a 1.7% increase in revenue and a 28.0% increase in operating income. - FY2024-Q2AdvancedAnnual report
「In the second quarter as well, we pursued greater customer satisfaction and worked to improve our services. As a result, sales activities for maintenance involving direct visits to end users progressed steadily. In addition, profit margins improved following the price revisions implemented at the end of the previous year. Revenue was ¥972.246 million, up 3.8%, and operating income was ¥199.936 million, up 44.2%.」
The company continued its initiatives to improve customer satisfaction and service quality, and sales activities for direct-visit maintenance progressed steadily. Together with the improvement in profit margins following the price revisions, this resulted in revenue growth of 3.8% and operating income growth of 44.2%. - FY2024-Q1AdvancedAnnual report
「In particular, during the first quarter, we pursued greater customer satisfaction and worked to improve our services. As a result, sales activities for maintenance performed through direct visits by the company progressed steadily, while profit margins improved following the price revisions implemented at the end of the previous year. Revenue was ¥457.123 million, up 9.7%, and operating income was ¥77.321 million, up 216.2%.」
In addition to initiatives to improve customer satisfaction and service quality, sales activities for direct-visit maintenance progressed steadily and profit margins improved following the price revisions, resulting in higher revenue and operating income. - FY2023-Q3WorsenedAnnual report
「Maintenance performed through direct visits by the company was affected by replacement demand, while sales of ancillary products declined in maintenance conducted through dealers. As a result, revenue was ¥1,427.316 million, down 4.1%, and operating income was ¥213.146 million, down 32.6%.」
The direct-visit business was affected by replacement demand, while ancillary-product sales declined in the dealer channel, resulting in year-on-year declines in revenue and operating income. - FY2023-Q2Recovery alongside lower earningsAnnual report
「In the first quarter, maintenance was postponed in both areas due to restrictions on contact, and sales of ancillary products declined in maintenance conducted through dealers. However, conditions improved in the second quarter. As a result, revenue was ¥936.746 million, down 7.6%, and operating income was ¥138.673 million, down 38.4%.」
The company explains that maintenance was postponed due to restrictions on contact and sales of ancillary products declined, while conditions improved in the second quarter. However, revenue and operating income declined year on year. - FY2023-Q1WorsenedAnnual report
「The maintenance business, with a 52-year track record, is our proprietary system that enables customers to continue using our products for many years after purchase and represents a recurring-revenue business model generating ongoing revenue. Maintenance consists of two types: maintenance performed through direct visits by the company and maintenance performed partly through dealers. During the period, sales of ancillary products declined in maintenance performed through dealers. As a result, revenue was ¥416.773 million, down 10.0%, and operating income was ¥24.454 million, down 66.2%.」
While reaffirming the maintenance business as a recurring-revenue business model, the company reported declines in revenue and operating income due to lower ancillary-product sales in maintenance conducted through dealers. - FY2022-Q3AdvancedAnnual report
「During the COVID-19 pandemic, we were affected to some extent by requests from some customers for contactless service. However, the increase in teleworking and restrictions on going out raised the percentage of time people spent at home, improving maintenance efficiency. As a result, revenue was ¥1,488.073 million, up 1.7%, and operating income was ¥316.299 million, up 24.5%.」
Despite the impact of requests for contactless service, higher maintenance efficiency resulting from the increased percentage of time people spent at home led to a 1.7% increase in revenue and a 24.5% increase in operating income. - FY2022-Q2AdvancedAnnual report
「During the COVID-19 pandemic, we were affected to some extent by requests from some customers for contactless service. However, the increase in teleworking and restrictions on going out raised the percentage of time people spent at home, improving maintenance efficiency. As a result, revenue was ¥1,013.504 million, up 4.2%, and operating income was ¥225.262 million, up 22.9%.」
Despite the impact of requests for contactless service, the higher percentage of time people spent at home improved maintenance efficiency, resulting in a 4.2% increase in revenue and a 22.9% increase in operating income. - FY2022-Q1AdvancedAnnual report
「In addition, under the “ＧｏＴｏメンテ” programme, we overhauled the previous operating system, which required employees to commute to sales offices, and introduced a system under which they visit customers directly from their homes. As a result, revenue was ¥462.933 million, up 10.0%, and operating income was ¥72.249 million, up 52.1%.」
In the maintenance business, the company overhauled its operating system based on commuting to sales offices and introduced the “ＧｏＴｏメンテ” programme, under which employees visit customers directly from their homes. Revenue increased 10.0% and operating income increased 52.1%. - FY2021AdvancedAnnual report
「During the COVID-19 pandemic, we were affected to some extent by requests from some customers for contactless service. However, the increase in teleworking and restrictions on going out raised the percentage of time people spent at home, improving maintenance efficiency. As a result, revenue was ¥2,003.996 million, up 4.3%, and operating income was ¥323.612 million, up 26.2%.」
Despite the impact of requests for contactless service, higher maintenance efficiency resulting from the increased percentage of time people spent at home led to a 4.3% increase in revenue and a 26.2% increase in operating income. - FY2021-Q3AdvancedAnnual report
「During the COVID-19 pandemic, the increase in teleworking and restrictions on going out raised the percentage of time people spent at home, improving maintenance efficiency. As a result, revenue was ¥1,495.882 million, up 4.9%, and operating income was ¥248.109 million, up 21.4%.」
The company reports that higher maintenance efficiency, supported by the increased percentage of time people spent at home, resulted in a 4.9% increase in revenue and a 21.4% increase in operating income. - FY2021-Q2AdvancedAnnual report
「During the COVID-19 pandemic, the increase in teleworking and restrictions on going out raised the percentage of time people spent at home, improving maintenance efficiency. As a result, revenue was ¥1,000.239 million, up 6.8%, and operating income was ¥176.286 million, up 12.8%.」
Higher maintenance efficiency, supported by the increased percentage of time people spent at home due to teleworking and restrictions on going out, resulted in a 6.8% increase in revenue and a 12.8% increase in operating income. - FY2021-Q1AdvancedAnnual report
「The maintenance business, with a 50-year track record since the company’s founding, is our proprietary system that enables customers to continue using our products for many years after purchase and represents a recurring-revenue business model generating ongoing revenue. During the COVID-19 pandemic, the increase in teleworking and restrictions on going out raised the percentage of time people spent at home, improving maintenance efficiency. As a result, revenue was ¥444.812 million, up 5.8%, and operating income was ¥65.617 million, up 57.9%.」
The company reports that the higher percentage of time spent at home resulting from teleworking and restrictions on going out improved maintenance efficiency, resulting in a 5.8% increase in revenue and a 57.9% increase in operating income. - FY2020AdvancedAnnual report
「We responded to the recent diversification of customers’ lifestyles and strengthened our service structure, resulting in revenue of ¥1,921.879 million, up 4.9%, and operating income of ¥256.328 million, up 7.7%.」
The company advanced measures to address the diversification of customers’ lifestyles and strengthen its service structure, reporting a 4.9% increase in revenue and a 7.7% increase in operating income in the maintenance business. - FY2020-Q3AdvancedAnnual report
「We responded to the recent diversification of customers’ lifestyles and strengthened our service structure, resulting in revenue of ¥1,425.720 million, up 2.8%, and operating income of ¥204.444 million, up 6.0%.」
The company advanced measures to address the diversification of customers’ lifestyles and strengthen its service structure, reporting a 2.8% increase in revenue and a 6.0% increase in operating income. - FY2020-Q2AdvancedAnnual report
「Increased staffing to further strengthen our service structure resulted in revenue of ¥936.822 million, up 0.9% year on year, and operating income of ¥156.253 million, up 16.3%.」
The company reports that it continued increasing staffing to strengthen its service structure, resulting in a 16.3% year-on-year increase in operating income in the maintenance business. - FY2019-Q3RestatedAnnual report
「Rather than merely supplying cartridges, we pursue customer satisfaction and work to improve our services so that customers will continue using our products for many years.」
The company is reiterating its maintenance policy of prioritising customer satisfaction and service improvements, rather than limiting its role to cartridge supply. - FY2019-Q2RestatedAnnual report
「Rather than merely supplying cartridges, we pursue customer satisfaction and work to improve our services.」
The company is reiterating its maintenance policy of prioritising customer satisfaction and service improvements, rather than limiting its role to cartridge supply. - FY2019-Q1RestatedAnnual report
「We increased staffing in the previous period and are working to provide better service.」
The company is reaffirming its policy of improving service quality and its service delivery structure through the staffing increase in the previous period. - FY2018-Q3RestatedAnnual report
「During the period, we sought to increase staffing to further improve service quality.」
The company continues to explain its increase in maintenance staffing to improve service quality. - FY2018-Q2RestatedAnnual report
「During the period, we sought to increase staffing to further improve service quality.」
The company is reiterating its policy of increasing maintenance staffing to improve service quality. - FY2018-Q1AdvancedAnnual report
「During the period, we increased staffing to further improve service quality.」
This describes the specific additional measure of increasing staffing to improve service quality, added to the company’s existing customer service activities. - FY2017RestatedAnnual report
「In the maintenance business, a recurring-revenue business, the company conducted customer service activities across maintenance for all products, including residential, commercial and industrial products, to further strengthen users’ trust.」
The company is reiterating its policy of enhancing user trust through customer service activities covering all products. - FY2017-Q3RestatedAnnual report
「In the maintenance business, a recurring-revenue business, the company conducted customer service activities across maintenance for all products, including residential, commercial and industrial products, to further strengthen users’ trust.」
The company reiterated its policy of conducting customer service activities covering maintenance for all products and improving user trust. - FY2017-Q2RestatedAnnual report
「In the maintenance business, a recurring-revenue business, the company conducted customer service activities across maintenance for all products, including residential, commercial and industrial products, to further strengthen users’ trust.」
The company reiterated its policy of conducting customer service activities across all products to improve user trust. - FY2017-Q1First statedAnnual report
「In the maintenance business, a recurring-revenue business, the company conducted customer service activities across maintenance for all products, including residential, commercial and industrial products, to further strengthen users’ trust.」
The company is implementing measures to build user trust through customer service activities covering maintenance for all products.