Enhancing customer service through support for affluent customers, the use of IT, and store operations tailored to regional characteristics
First written in FY2016. 9 of 11 entries say "Advanced", first in FY2018. Latest entry: FY2026.
No other company in this theme has enough history to compare yet.
- FY2026AdvancedAnnual report
「While working to provide financial services tailored to each customer’s life plan, we strengthened relationships with next-generation customers by improving the quality of individual consultations, including consultations involving family members, through collaboration with our specialist departments and external experts as needed. To improve customer convenience, we also prepared to build My Page, a dedicated customer website where customers can view transaction histories and investment information from computers, tablets and smartphones, and established the framework for launching the new service.」
The company advanced preparations for individual consultations involving family members in collaboration with specialist departments and external experts, and for launching My Page, accessible from computers, tablets and smartphones. - FY2025AdvancedAnnual report
「We integrated Kawaguchi Branch into Soka Branch and relocated it as Soka Branch, Kawaguchi Sales Office, thereby launching a new branch format to improve customer service.」
Kawaguchi Branch was integrated into Soka Branch, and a new branch format was launched as Soka Branch, Kawaguchi Sales Office. - FY2024AdvancedAnnual report
「To improve customer convenience and productivity through digital technology, we strengthened integration between tablet devices and internal systems. We also expanded the scope of RPA (robotic process automation) to improve operational efficiency.」
The company advanced digitalization and operational efficiency measures by strengthening integration between tablet devices and internal systems and expanding the scope of RPA. - FY2023AdvancedAnnual report
「To improve customer convenience and productivity through digital technology, we established the Digitalization Promotion Office on 1 April 2023.」
The company established the Digitalization Promotion Office and advanced measures to improve customer convenience and operational productivity, including partial integration between tablet devices and internal core systems and the introduction of RPA. - FY2022AdvancedAnnual report
「To improve customer convenience and operational efficiency, we advanced digitalization, including launching an account-opening service using tablet devices.」
The company launched an account-opening service using tablet devices, putting into practice the use of IT to improve customer convenience and operational efficiency. - FY2021AdvancedAnnual report
「To improve customer convenience, we enabled purchases of regular investment trusts through automatic withdrawals from bank accounts.」
The company enabled purchases of regular investment trusts through automatic bank-account withdrawals as a measure to improve customer convenience. - FY2020AdvancedAnnual report
「During sharp market changes, we provided thorough after-sales support to customers.」
In addition to after-sales support during sharp market changes and proposals for suitable portfolios, we continued sales activities and customer service using mobile phones and tablets even under the state of emergency. - FY2019AdvancedAnnual report
「● We provided attentive after-sales support, including preparing emergency reports when market conditions changed sharply. ● We pursued customer-oriented business operations, including clarifying fees and explaining product advantages and disadvantages in an easy-to-understand manner. ● We conducted customer satisfaction surveys to identify customers’ needs.」
The company specified its customer service measures, including providing information during sharp market changes, explaining fees and products, and conducting customer satisfaction surveys. - FY2018AdvancedAnnual report
「● We provided attentive after-sales support through seminars and other events for customers. ● We pursued customer-oriented business operations, including clarifying fees and explaining product advantages and disadvantages in an easy-to-understand manner.」
For existing customer service initiatives, the company reports seminars and after-sales support, fee transparency and product explanations as measures implemented. - FY2017RestatedAnnual report
「To improve customer service, we worked to strengthen comprehensive support for affluent customers, improve customer convenience and operational efficiency through IT, develop branch strategies suited to the characteristics of each location, and strengthen executive management capabilities to ensure that management policies are implemented at the front line.」
The company reiterates affluent-customer support, IT use, location-specific branch strategy and stronger management capabilities for executive employees as customer service initiatives. - FY2016First statedAnnual report
「To improve customer service, we worked to strengthen comprehensive support for affluent customers, improve customer convenience and operational efficiency through IT, develop branch strategies suited to the characteristics of each location, and strengthen executive management capabilities to ensure that management policies are implemented at the front line.」
These customer service initiatives combine customer-segment-specific support, IT, branch strategy and front-line management.