■SMBC Nikko Securities Inc.
≪Continuance award≫ |
Customer support for the elderly model |
| SMBC Nikko Securities works on catching various needs of the elderly. They have assets maintenance needs, needs for measures for trouble-free inheritance and communications in the environment of rapid aging of the population. The company’s activities are based on the recognition of the importance of building relationship not only with the customer but including their family for elderly customers’ assets maintenance and transfer. It’s a good practice of customer centric perspective not product standard. |
■Sagamihara City |
Integrated utilization of citizens’voice model |
| The municipal government is led by various generation of citizen’s voice. There are “Citizen’s voice system” which manages citizen’s voice come from multiple media in an integrated way, “Junior monitor” which offers opportunity to pass comments on the municipal government for high school and junior high school students and “Children’s special site (in city HP)” which communicates elementary school kid. They practice Sagamihara’s CRM with five points of “Promotion of rapid and efficient reply”, “Understanding whole stream and analyzing records”, “Catching various citizen’s voice and organization-wide CRM promotion framework”, “Making structure for judgment, decision and reflection of policy” and “Information sharing with citizen, open municipal government”. |
■Shizuoka Gas Company, Ltd. |
Customer understanding model led by data analyzing |
| Shizuoka Gas promotes innovative changes to “An integrated energy company supporting life” and works on understanding more deeply individual customer through utilizing various data. They systematically organize customer image, understand potential needs and go forwarded “Best timing for customer / appropriate approach” by not only dealing with customer need became obvious through reform business but features figured out by data analyzing. They accelerate launch of internal data utilizing system. It’s a good practice of promoting data analyzing culture with customer perspective. |
■Tokyo Auto Co. Ltd. |
Total car life model for lifetime customer |
| Tokyo Auto resolves customer’s anxiety and complaint for used cars through presentation of a quality evaluation report and realizing the offer of a desired vehicle (vehicle line, color and grade) by demanding and procurement. They utilize customer contact information with TAS :Total assist system for used car sales as a total car life planner with consulting all car related matters(purchase, checking, repairment and insurance), then their business has become community-based style. They aim to create “lifetime customer” by improving customer satisfaction and their business performance. |
■Coca-cola (Japan) Company, Limited |
Rapid response model with integrated analysis |
| Access channels and devises from consumers to a company are changing day by day. Companies need to response these changes quickly and keep improving accessibility to companies. Coca-cola Japan enhanced omni-channel by adding SNS and Web self-service to existing contact channels and integrate all information from the channels. And furthermore, they built business platform offering prospective contents solving customer’s question through the best suited channel. It’s an actual practice of realizing rapid customer response of self-answering costumer response. |
■Panasonic Corporation AVC Networks Company |
Remote assist customer model |
| Home-electronics net-working moves on and there are more functions and services connecting networks in AV products, customer supports have become difficult to solve questions only with FAQ and telephones. They utilized networks for customer and built the system to connect customers with understanding the device connecting environments and setting status. It’s a good practice of decreasing customer’s time and effort on the telephone and improving customer support. |
■Vision Inc,CLT (Customer Loyalty Team) |
multi- channel and rapid service enhancement model |
| Customer satisfaction in each business is important for “Global WiFiR” business; they gathered customers’ voice by multifaceted customer support (telephone, email, Skype, Line@, Facebook, twitter and email newsletter) to realize “Closer to customers”. Based on the customers’ voice, they work on enhancement of service plans, improvement of procurement process and review of service structure as the most important tasks. As a result, they realize improvement of repeat cases and rates and acquirement of new customers. |
■Hitachi Systems, Ltd.
Contact center business division, business support head office |
Global support by M&A model |
| Hitachi Systems has realized acceleration of overseas deployment and service enhancement with M&A or grouping companies in the United States, Malaysia, India and China in order to become a knowledge basement to support customer’s growth strategy from the service quality improvement to BPO service. And furthermore, they work on incident management with utilizing the shared CRM basement for Globalization in English wherever Japan or overseas. They work through support business for home and abroad companies to deploy overseas business with global standards. |
■Sumitomo Mitsui Banking Corporation
≪FujiSnakei Business-i Award≫ |
remote sales cooperation support model |
| Offering goods and service meet the need is important role for a retail division in diversified customers’ lifestyle situation. They enhanced customer support with call center reform and cooperation with banking offices through utilizing the channel features as remote. As a result, they increased customer contact points and realized sales contribution and customer satisfaction improvement of follow-up service enhancement. They hold VOC meetings and utilize customer’s voice and banking office’s voice to improve service quality. |
■Rinnai Corporation
≪Oboshi Award≫ |
Continuance and company-wide deployment of customer analysis model |
| Rinnai has improved products and offered new services by increasing EC site “R.STYLE (Rennai Style)” members and sharing customers’ voice every morning on their portal site “Himawari messenger” since the previous award winning. Their achievement of promoting CRM concept to a real business by modeling good customers and the deployment of B2C business and E-business was highly evaluated. We expect their business in itself to grow as an integrated energy business company for household use and professional use. |
■Kandu JapanKandu Makuhari Shin-toshin |
| They realized not only entertainment but “convenience” and “education effect” for children’s growth and family smile. It’s a great customer service to change long waiting time to enjoyable time of meals and freedom with IC tip embedded wristbands. It deserves a special mention to aiming educational effect of compliment by “expert at compliment” training. Individual service to each customer, marketing and improvement of theme park attraction’s appeal itself are expected from now. |
■Daiou transportation company |
| Under the business environment of transportation cost increasing and increasing new-comers, they broaden the market from factory shipment to sales logistics in addition to existing tracking business and offer added value service of display, sales order management and bill collecting. Their features are drivers’ high recognition as taking roles to connect producers, retailers and consumers and system construction of local production and local consumption utilizing Mie prefecture’s territorial character. |
■Terasaka Farm Company |
| Terasaka farm works on direct marketing of Furano melon and fresh vegetables as “Admiring vegetable and fresh farmer”. They aim agriculture to connect each customer with email newsletters, blogs and Facebook to send information and share feelings. And they give a refund by any possibility. They aim to build a high customer satisfaction brand. |
■Nihon Eslead Corporation |
| This is a practice of implementation of sales support system for sales efficiency increase and customer satisfaction improvement as a real estate corporation. With the implementation of the system, they increase close rate. And they position the system as a platform to create long standing customers by utilizing the information for after sales service. |
■NILAX CO, LTD.Sales head office |
| This is a practice of utilizing email newsletter in the restaurant industry where the promotion for repeat visits is an important theme. They realize increase of repeat rate and sales by sending information based on marketing and sending coupon in various cases (thanks, birthday, dormant and new menu) according to the flexible segmentation definition. It’s a unique approach of having a questionnaire with a receipt. |
■FORUM8 Co., Ltd. |
| FORUM8 Co., Ltd. develops and offers various simulations of infrastructures including roads and VR city modeling with receiving customer’ requests positively in the Construction Information Modeling (CIM) business. They put great value on improving the customer satisfaction by smooth communication. And they develop and offer groupware system for easier contact (automatically reported customer’ system status). |
