Enhancing Customer Value Through Stronger Front-Line Capabilities
First written in FY2016. 6 of 8 entries say "Advanced", first in FY2017-Q2. Latest entry: FY2026.
The whole theme swung hardest in 2017: 2 of 7 companies on the "Worse" side.
6 other companies' latest entry also says "Advanced".
- FY2026AdvancedAnnual report
「By using the newly introduced CRM/SFA system CAFU, the bank will improve the visibility of customer information and sales activities, enhance preparation before customer visits and deal management, and expand deposit and lending transactions through deeper customer dialogue, while increasing its deposit and lending share among corporate customers.」
The bank introduced the CRM/SFA system CAFU and began measures to deepen customer dialogue by visualizing customer information and sales activities and enhancing deal management. - FY2024AdvancedAnnual report
「The bank also focused on developing specialist personnel capable of providing sophisticated financial services to customers, including dispatching a total of 36 employees during the year to external financial institutions and other organizations for long-term training and secondments.」
To provide sophisticated financial services, the bank developed specialist personnel through long-term training and secondments, involving 36 employees annually. - FY2022AdvancedAnnual report
「The bank also began operating remote consultation counters, connecting customers visiting branches with specialist personnel at head office and enabling them to receive advice remotely on highly specialized transactions.」
The bank completed the rollout of the new reception system and centralized handling of incoming branch calls across all branches, and began operating remote consultation counters. - FY2021AdvancedAnnual report
「The bank introduced a full-flat system under which all counter staff handle consultations for individual customers on a one-stop basis. It also introduced tablet-based semi-self-service terminals to transform branch counters from spaces for administrative processing into places for deeper customer communication, further improving operational efficiency.」
The bank introduced the full-flat system and tablet-based semi-self-service terminals, enabling integrated handling of customer consultations and improving branch operating efficiency. - FY2017AdvancedAnnual report
「Under “Customer Centric 2017,” we set “realizing a customer-focused revenue model” as a management goal for providing products and services that customers genuinely need. We will work on the “corporate business strategy,” “individual business strategy,” “channel and marketing reform,” “branch operations reform” and “human resources development reform” to build a business model that addresses the challenges facing the bank.」
Frontline transformation was explicitly identified as a standalone reform item in the new plan and positioned among the measures supporting customer-focused products and services. - FY2017-Q3RestatedAnnual report
「To expand its IT infrastructure, the bank provided approximately 1,000 smartphones to officers and employees at head office and branches in April 2016. In August 2016, it became the first bank in Japan to introduce the internet telephony service Skype for Business on all tablets distributed to branches, establishing a framework for direct communication with customers both inside and outside the bank.」
The bank reiterates the establishment of a frontline customer communications framework through the provision of approximately 1,000 smartphones and the introduction of Skype for Business. - FY2017-Q2AdvancedAnnual report
「To expand its IT infrastructure, the bank provided approximately 1,000 smartphones to officers and employees at head office and branches in April 2016. In August 2016, it became the first bank in Japan to introduce the internet telephony service Skype for Business on all tablets distributed to branches, establishing a framework for direct communication with customers both inside and outside the bank.」
By providing approximately 1,000 smartphones and introducing Skype for Business on all branch tablets, the bank established a framework enabling frontline staff to contact customers directly. - FY2016First statedAnnual report
「Through our largest-in-prefecture channel network, our frontline strength, we will draw on the Group's comprehensive capabilities to deliver the transaction value of our bank, centered on speed, problem-solving ability and empathy. In doing so, we aim to address immediate challenges while achieving sustainable growth and improving corporate value over the medium to long term.」
The plan is to strengthen speed, problem-solving ability and empathy as sources of customer value, leveraging the largest branch network in the prefecture.