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©2018 BELLSYSTEM24, Inc. (0525)
Corporate Profile
“CRM Solutions and System Design/De-velopment and System Operation/Main- tenance Related to Those Services”
Far beyond expectations
Delivering quality that impresses
BELLSYSTEM24 blends industry-leading business scale, over 30 years of
experience, and the latest and greatest advancements for providing quality
that goes far beyond expectations to leave clients and customers moved.
MESSAGE FROM MANAGEMENT
In 1982, BELLSYSTEM24, Inc. launched its first full-fledged call center
outsourcing service, and for over three decades, we have combined our
ability to engage in dialogue with consumers with supporting
technologies, thoroughly refining these strengths and creating a
standard model for CRM in the contact center industry.
As is widely known, interpersonal communication has continued to
undergo dramatic changes through various Internet-based services and
the evolution of associated devices, and these advances have pervaded
society and our everyday lives. Moreover, these changes are predicted to
be further spurred on by the latest research into the Internet of
Everything (IoE), artificial intelligence (AI), and so on. Communication
linking our client companies with their consumers is itself no exception,
and as the point of contact for these interactions, contact center
services will increasingly evolve and deepen in a manner that links them
with various technologies and a diverse range of solutions to become an
even more indispensable part of corporate activities and in every aspect
of our lives.
Our strengths lie in several areas: our size, based on Japan's largest
network of in-house contact centers; our experience and expertise,
gained from a track record of administering contact center operations
across a wide range of industries; and our seamless integration, which
reflects proactive efforts to utilize the latest technologies. What's more,
we are not just outsourcers –as partners who tackle management issues
from the same perspective as our client companies and put proposals for
improvement into action, we are able to offer “new CRM” and “true CRM”
that is unencumbered by conventional approaches to contact centers.
Moving forward, we will continue to treat the changing times as
opportunities, evolving in step with client companies as we make even
greater efforts to forge new value.
Ichiro Tsuge
President
BELLSYSTEM24, Inc.
1982 16,300 3,007 2,703 26,250
OUR VARUE
OUR VALUE
The know-how we have developed as a call center outsourcing leader for over 30 years supports
the wide range of services and solutions that BELLSYSTEM24 provides.
Established in Business scale of
seats
active projects Awards from clients
staff delivering impressive results
As of 1 February. 2017
KNOW-HOW
Knowledge accumulated
over more than 30 years Polished exection ability Global Standards
Utilizing reference cases and KPI obtained
through projects to address diverse client
needs and issues, we show the ability to
provide an effective solution in any kind of
case.
Based on COPC, we have developed a
proprietary operation management system,
OPM. It drives a PDCA cycle through 62
evaluation items, ensuring a high quality
service.
Incorporating performance-driven global
approaches at an early stage, and
blending new personnel, processes, and
technologies with existing assets, we
deliver operations that deliver real results.
INFRASTRUCTURE
16,300 seats at 32business sites The largest CRM cloud platform in Japan
Achieving superior productivity, flexibility, and quality through
the use of BellCloud®, the largest cloud platform of its kind in Japan,
which integrates our 31 call centers throughout Japan into a
centralized platform.
SOLUTION
SOLUTIONS
Surpassing customer expectations to offer experiences which create deeply positive impressions,
BELLSYSTEM24 provides numerous solutions and services which
leverage the know-how and advanced technologies that we have developed.
OMNI-CHANNEL CONSULTING & ANALYSIS
CRM TECHNOLOGY
BUSINESS PROCESS
OUTSOURCING
CALL CENTER SOLUTION
Bell Standard
CX
Differences between Bell Standard CX - the new standard in call center construction
and operation that BELLSYSTEM24 provides - and previous call centers.
Previous call centers Bell Standard CX
Mission Customer support Customer experience
Internal positioning Cost center Profit center
Operating concept Cost conscious Performance oriented
Most important KPI Productivity indicators (AHT / CPH etc.) Performance indicators (C-SAT / NPS® etc.)
Personnel requirements Generalists Specialists
Staff structure All work is aggregated to supervisors Supervisors focus on management work
(highly-specialized support desks)
Supervisor management efficiency Inefficient SOC (1:5) Efficient SOC (1:15)
Performance Erratic results / individual variation Scientific results / high reproducibility
Contracts with outsourcers FTE contract for number seats / time Hybrid with performance and FTE
Positioning of outsourcers Outsourcing vendors Business partners
・BellCloud for OmniChannel
・Chat support solutions
・Services using LINE
Web-based customer interaction
・Call center consulting
・Knowledge Management
・Call center NPS® surveys
・VOC analysis
・BellCloud®
・BellCloud® VOC
・BellCloud® for OmniChannel
・BellCloud AI for Webself
・BellCloud AI for SNS
・BellCloud AI for IVR
・Salesforce Service Cloud
・FastHelp5
・OKBIZ ・Sales BPO solutions
Overseas Group Company
Business Partner
OVERSEAS EXPANSION 海外グループ企業 および 提携企業
OVERSEAS EXPANSION
BELLSYSTEM24 HOASAO Inc. (Vietnam)
HANKOOK Co. (Republic of Korea)
Established: July 21st, 2006
Headquarters: Hanoi City, Vietnam
Locations: 10, located in Hanoi, Ho Chi Minh, and 8 other areas
Business: Outsourcing and consulting services relating to CRM solutions, as well as off-shore services for Japan, etc
Website: https://hoasao.vn/
Established: July, 1991
Headquarters: Seoul City, Korea
Locations: 6, in Seoul and surrounding areas
Business: Call center business, infrastructure setup services, system equipment sales
Website: http://www.mpc.co.kr/
BUSINESS SITES
BUSINESS SITES
Asahikawa SC
Hokkaido Office
Sapporo SC 1
Sapporo SC 2
Sapporo SC 3
Sapporo SC 4
Tohoku Office
Sendai SC1
Sendai SC2
Saitama SC
Nakano SC
Ikebukuro SC1
Head Office (Harumi Island Triton Square Office Tower Y) 8-11 Harumi 1-chome, Chuo-ku, Tokyo 104-6113 Japan
Kawasaki SC
Minato Mirai SC
Kohoku SO
Chugoku Office
Hiroshima SC 1
Hiroshima SC 2
Hiroshima SC 3
Takamatsu SC
Kobe SC
Kansai Office
Osaka SC
Chubu Office
Nagoya SC
Kanazawa SC
Matsue SC
Kyushu Office
Fukuoka SC 1
Fukuoka SC 2
Fukuoka SC 3
Fukuoka SC 4
Fukuoka SC 5
Noborikawa SC
Okinawa SC 1
Okinawa SC 2
Toyosaki SC
* SC: Solution Center * SO: Small Office
Kohoku SO Kobe SC Minato Mirai SC Asahikawa SC
0
Ikebukuro SC2
COMPANY OVERVIEW
COMPANY OVERVIEW
Corporate Name BELLSYSTEM24, Inc.
Headquarter (Harumi Island Triton Square Office Tower Y) 8-11 Harumi 1-chome, Chuo-ku, Tokyo
Businesses Provision of outsourcing services, technology services, and consulting services concerning CRM solutions
Established September 20, 1982
Capital ¥100 Million
Number of Associates
1,029 employees
Number of CSR 26,093
(As of February, 2018)
Corporate
Executive Officers
Representative Director, President, CEO
Corporate Officer EVP
Corporate Officer EVP
Corporate Officer EVP
Corporate Officer SVP
Corporate Officer SVP
Corporate Officer
Corporate Officer
Corporate Officer
Corporate Officer
Ichiro Tsuge
Takehiko Go
Hidenori Hasebe
Kimito Matsunaga
Akihiko Kanazawa
Masayuki Tada
Kenichi Ooya
Satoru Ishii
Naoki Tachikake
Junpei Yokota
Corporate HP https://www.bell24.co.jp/en
COMPANY OVERVIEW
COMPANY OVERVIEW
Trade Name BELLSYSTEM24 Holdings, Inc.
Head Office (Harumi Island Triton Square Office Tower Y) 8-11 Harumi 1-chome, Chuo-ku, Tokyo
Businesses Formulation of the group's strategies, overall control of group companies, optimal distribution
of the group's management resources
Capital ¥26,969 Million
Number of Employees 168employees (As of February, 2018)
Banking relations Mizuho Bank, Ltd., The Bank of Tokyo-Mitsubishi UFJ, Ltd., Sumitomo Mitsui Banking Corporation
Executives
Representative Director, President, CEO
Director, Corporate Officer EVP
Director, Corporate Officer
Director, Corporate Officer
Outside Director
Outside Director
Outside Director
Outside Director
Outside Director
Corporate Auditor
Outside Corporate Auditor
Outside Corporate Auditor
Corporate Officer SVP
Corporate Officer, CIO
Corporate Officer
Corporate Officer, CFO
Corporate Officer
Ichiro Tsuge
Noriyuki Hayata
Ichizo Matsumura
Akihiko Kanazawa
Kiyoshi Imagawa
Takuya Yamaguchi
Nobuya Ishizaka
Aki Tsurumaki
Makiko Takahashi
Satoko Hamaguchi
Kazunori Watanabe
Kenichi Kijima
Hidenori Hasebe
Yasuhiro Matsuda
Toyohisa Tsuji
Keita Amano
Shinsuke Kageyama
GROUP COMPANIES
GROUP COMPANIES
CTC First Contact Corporation BPO service based on IT/ manual preparation/ education and
training service.
http://www.firstcontact.co.jp/
Bl Medical, Inc. Contract MR dispatch/ Contract Sales Organization (CSO),
Contract Research Organization (CRO) supporting the
development of pharmaceuticals and medical equipment,
contact center administration in the medical and health fields
http://www.bi-medical.co.jp/
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
http://www.cellpro.jp/
POCKE, INC. Planning, production, sales, and service operation of a range
of content using the Internet, etc.
http://www.pocke.co.jp/
BELL SOLEIL INC. A special subsidiary aimed at increasing employment of
human resources with disabilities
Bellsystem24-Hoa Sao
Outsourcing and consulting services for CRM solutions in
Vietnam as well as offshore services for Japan, etc.
https://hoasao.vn/
BELLSYSTEM24 Group
Domestic
BELLSYSTEM24, Inc.
Bl Medical , Inc.
BELL24-Cell Product, Inc.
POCKE INC.
BELL SOLEIL INC.
CTC First Contact Corporation
BELLSYSTEM24 HOASAO
BELLSYSTEM24 Holdings, Inc.
Overseas