Corporate Profile BELLSYSTEM24, Inc. (0527)

Transcription

1 Corporate Profile CRM Solutions and System Design/Development and System Operation/Maintenance Related to Those Services

2 Message from Management A Partner in Customer Growth BELLSYSTEM24 was among the first companies to establish CRM outsourcing through contact center operations as a business model. For more than 30 years since then, we have consistently led the industry, creating several standards. The services we offer our clients stand on two key foundations. One is to surpass clients expectations and forging their excitement with the passion and communication capabilities of the staff who provide the services, that is to say, art. The other is to visualize service quality by harnessing leading-edge technologies to constantly refine quality and efficiency, that is to say, science. We combine these two foundations, art and science, in an effort to raise our services to a striking level that exceeds client expectations. The operating environment that surrounds companies today is changing with increasing speed. Revolutionary shifts are taking place in the styles of communications that link companies and customers and in the way they are used in business. These changes may gather momentum, and will certainly not slow down. We must anticipate the future direction and act accordingly, to offer more definite value and excitement to our clients. While guaranteeing quality based on an integration of art and science, BELLSYSTEM24 remains committed to ongoing efforts to establish extra value, which is a reputation for never failing to offer solutions and options that increase value for clients in response to their inquiries. As it moves into a new era, BELLSYSTEM24 will evolve from an outsourcing service provider that works with clients to boost their customers satisfaction into a partner for growth. BELLSYSTEM24, Inc. Kenji Komatsu President

3 Our Services Service Features Infrastructure x Solutions x Quality Providing optimal, high-quality services on a solid foundation BELLSYSTEM24 provides CRM solution services that link our client companies and their customers. Active relations with customers are, of course, important assets for business management. And the ways companies relate with customers are more diverse than before, varying greatly due to the emergence of different forms of communication and depending on the combination of the forms. With infrastructure for such communications, BELLSYSTEM24 has a system for providing appropriate solutions for customers issues while ensuring optimal quality of the solutions irrespective of their form. By taking advantage of the synergy between these elements, we provide services that satisfy our client companies. Infrastructure We have established a solid, largescale infrastructure that supports our services with high levels of skill, expertise, and security. BellCloud WFM/Command Center Solution Centers Bell@Home Solutions What was impossible will be possible if we utilize the evolution of communication. We provide a variety of solutions that are made possible in such a way. Digital Communications Social CRM VOC Analysis Call Reduction Solution Inside Sales Quality What is essential for CRM business is standardizing services provided by people and adding high value to such services. Our expertise enables this. OPM System Training Q-one Awards Knowledge Ring Introduction Examples Our services have been used in a range of domains and categories. They have been introduced in different industries and sectors, and for diverse purposes and issues. BELLSYSTEM24 has been creating CRM services since the industry s early days. By creating these services, we serve client companies from various industries and sectors, helping them achieve different objectives and address different issues. Our website shows examples of our services. By Industry and Sector Finance Information and Telecommunications Manufacturing Distribution Services By Purpose and Issue Enhancing Customer Contact Sales Increase Quality Improvement Cost Reduction Risk Management Lifelines Command Center (in Kobe Solution Center)

4 Solution Center Network * SC: Solution Center Asahikawa SC Kobe SC Asahikawa SC Hokkaido Office Sapporo SC 1 Sapporo SC 2 Sapporo SC 3 Kanazawa SC Fukuoka SC 2 Kobe SC Tohoku Office Sendai SC Matsue SC Kyushu Office Fukuoka SC 1 Fukuoka SC 2 Fukuoka SC 3 Chubu Office Nagoya Office Okinawa SC 1 Okinawa SC 2 Noborikawa SC Chugoku Office Hiroshima SC 1 Hiroshima SC 2 Hiroshima SC 3 Takamatsu SC Kansai Office Osaka SC Minato Mirai SC Saitama SC Ikebukuro SC Head Office (Harumi Island Triton Square Office Tower Y) 8-11 Harumi 1-chome, Chuo-ku, Tokyo Japan Nakano SC Kawasaki SC Minato Mirai SC

5 History Apr. Nov. Apr. Nov. Sept. Jun. Jun. May Jan. Jul. Jul. May Jul. Opens Okinawa Solution Center 2 Opens Sapporo Solution Center 3 Opens Noborokawa Solution Center Opens Hiroshima Solution Center 3 Opens Nakano Solution Center Shifts to a holding company Launches consulting services that suggest optimization of channel mix of calls and websites Starts operation of a center specializing in sales under merit-based reward system Opens Fukuoka Solution Center 3. Moves Head Office to Tokyo's Chuo-ku Spins off pharmaceutical and medical business to form new company, Bell Medical Solutions, Inc. Launches Bell Social CRM, a CRM service using social media Launches Bell@Home, a home-based call center service Opens Hiroshima Peace Boulevard Office (now Hiroshima Solution Center 2) Starts full-scale operation of BellCloud, a next-generation private cloud platform service Opens Tenjin Center in Fukuoka (now Fukuoka Solution Center 2) Establishes special subsidiary BELL SOLEIL, Inc. Moves Head Office to Tokyo s Shibuya-ku Spins off content business to form a new company, POCKE, INC. Opens Tohoku Branch Higashi Nibancho Square Office (now Sendai Solution Center 1) Opens Sapporo Solution Assurance Terminal Center No. 2 (now Sapporo Solution Center 2) Obtains Privacy Mark certification Obtains ISO/IEC27001 certification Opens RMC Osaka (now Osaka Solution Center) Establishes BELL24-CellProducts, Inc. and begins full-scale expansion of SMO business in Hokkaido, following Kansai Opens RMC Saitama (now Saitama Solution Center) Acquires shares in BB Call, Inc. (turning it into a subsidiary) Opens Matsue Solution Assurance Terminal (now Matsue Solution Center) Opens Asahikawa Solution Assurance Terminal (now Asahikawa Solution Center) Opens Sapporo Solution Assurance Terminal (now Sapporo Solution Center 1) Opens Okinawa Sales Assistance Terminal (now Okinawa Solution Center 1) Opens Sanda New Media Laboratory (now Kobe Solution Center) Upgrades Sapporo Sales Office into Sapporo Branch (now Sapporo Solution Center 1) Launches Computer-related Call Center Operation Business Launches Service for Mobile Communications Carriers Launches Election Polling Service

6 History Jun. Nov. May May Sept. Jun. Jan. Sept. Opens Kanazawa Sales Office (now Kanazawa Solution Center) Launches Autocall Collection Service Opens Takamatsu Operation Center (now Takamatsu Solution Center) Opens Yokohama Operation Center (now Minato Mirai Solution Center) Relocates operation divisions of Tokyo Head Office from Nishi Shinjuku, Shinjuku-ku to Minami Ikebukuro, Toshima-ku Launches Call Center Service For Mail Order Companies Launches Call Center Service and Interpreting Service in English Launches TV Shopping Order Call Center Service Launches Telephone Research Service Launches service in Sendai, expanding service area to 8 locations in 7 cities nationwide Expands service area to 6 cities with the addition of Sapporo, Nagoya, Osaka, Hiroshima, and Fukuoka Launches Night-time and Holiday Credit Application Call Center Service Launches 24-Hour Call Center Service Using Call Diverters BELLSYSTEM24, Inc. founded in Nishi Shinjuku, Shinjuku-ku

7 Company Overview BELLSYSTEM24, Inc. Trade Name: Head Office: Businesses: Established: Capital: Number of Associates: Number of CSR: BELLSYSTEM24, Inc. (Harumi Island Triton Square Office Tower Y) 8-11 Harumi 1-chome, Chuo-ku, Tokyo Provision of outsourcing services, technology services, and consulting services concerning CRM solutions September 22, ,000, ,998 (As of February 2015) Corporate Executive Officers: President: Deputy President, Executive Officer : Senior Executive Officer : Executive Officer : Kenji Komatsu Ichiro Tsuge Junjiro Iwashita Kimito Matsunaga Takehiko Go Satoshi Hirose Akihiko Kanazawa Manabu Sotomura Kenichi Ooya Hitoshi Inoue

8 Company Overview BELLSYSTEM24 Holdings, Inc. Trade Name: Head Office: Businesses: Capital: Number of Associates: Banking relations: executives: BELLSYSTEM24 Holdings, Inc. (Harumi Island Triton Square Office Tower Y) 8-11 Harumi 1-chome, Chuo-ku, Tokyo Formulation of the group s strategies, overall control of group companies, optimal distribution of the group s management resources 24,563,200, (As of February 2015) The Bank of Tokyo-Mitsubishi UFJ, Ltd., Mizuho Bank, Ltd., Sumitomo Mitsui Banking Corporation Representative Director, President, Chief Executive Officer : Representative Director, Chairman, Executive Officer : Representative Director, Deputy President, Executive Officer : Director, Managing Executive Officer : Director, Corporate Executive Officer : Director : Director : Director : Director : Kenji Komatsu David Garner Ichiro Tsuge Noriyuki Hayata Ichizo Matsumura Yuji Sugimoto Shunsuke Noda David Gross-Loh Nobuya Ishizaka Corporate Auditor : Corporate Auditor : Corporate Auditor : Corporate Executive Officer : Corporate Executive Officer Corporate Executive Officer, Chief Information Officer : Corporate Executive Officer, Chief Financial Officer : Corporate Executive Officer : Administration Officer : Satoko Hamaguchi Kazunori Watanabe Masaaki Nakanishi Akihiko Kanazawa Manabu Sotomura Yasuhiro Matsuda Bunta Furuya Toyohisa Tsuji Taisuke Yonemori

9 Group Companies BELLSYSTEM24 Holdings, Inc. Formulation of group s strategies, overall control of group companies, optimal distribution of group s management resources BB Call, Inc. Provision of customer relationship management (CRM), mainly contact center outsourcing solutions Distribution of mobile devices and provision of related services Bell Medical Solutions Inc. Contract research organization (CRO) that supports the development of pharmaceutical products and medical equipment; operator of contact centers in the medical and health sectors BELL24-Cell Product, Inc. A site management organization (SMO) that supports medical equipment; offers comprehensive support in clinical trials of food, cosmetics, and other products POCKE INC. Planning, production, sales, and service operation of a range of content using the Internet, etc. BELL SOLEIL INC. A special subsidiary aimed at increasing employment of human resources with disabilities BELLSYSTEM24 Group BELLSYSTEM24, Inc. BB Call, Inc. BELLSYSTEM24 Holdings, Inc. Bell Medical Solutions Inc. BELL24-Cell Product, Inc. POCKE INC. BELL SOLEIL INC.