Services

Contact Center

Your customer experience (CX) matters to us. To solve your most pressing issues both fast and efficiently, we focus on optimizing our customer touch points, making it easier for you to contact us.

Our contact centers deliver:

1. 1.High-quality services that radiate “Business Knowledge,“ “IT,“ and “Human Resources“
   Leveraging years of operational expertise, cutting-edge IT solutions, and highly specialized talent, we work to improve CX and to deliver high-quality contact center services, tailored to meet the needs of diversifying customer channels.
2. 2.Proposals, based on extensive know-how knowledge, for supporting and improving business operations
   With our extensive experience in contact center operations, we support initiatives that improve client operated contact centers. By providing tailored improvement proposals and operational support, we offer the ultimate customer experience (CX).
3. 3.IT solutions that utilize cutting-edge technology
   Leveraging the comprehensive capabilities of SCSK Group, we provide one-stop services for next-generation contact centers. These services utilize AI and data to support multiple channels: support includes channel setup, seamless business operation and evaluation analysis.

Back Office Administration

Combining both BPO and IT, we enhance the productivity and quality of highly public projects and prioritized operations.

Our back office services feature:

1. 1.Highly secure, high quality services for financial institutions: these services start from business process design up to operations
   Using speed and accuracy to process large volumes of back-office tasks for financial institutions (banks, securities, insurance, cashless, etc.), we can help you respond flexibly to legal changes, implement business continuity plans (BCP), or improve the efficiency of your business through IT.
2. 2. “Kenshin DX (Health Checkup DX)“ that combines AI-OCR technology with the expertise of highly specialized operators to quickly and accurately digitize health checkup results.
   “Kenshin DX (Health Checkup DX)“ forms, which differ between health checkup organizations, are difficult to read using only AI-OCR because they are atypical and multi-itemed. "Kenshin DX (Health Checkup DX)" solves this problem. It reads and digitizes forms accurately, using a wide range of data from our unique system, the Kenshin DX database, and AI-OCR.
3. 3.High-quality automated operations through a combination of AI,OCR, and BPO services
   Business forms that used to be entered manually are now digitized by AI-OCR, saving time and energy. We provide services that combine AI-OCR technology and human resources to ensure high quality.

PrimeDesk®(Support services for IT Operations)

We provide comprehensive IT operations support, from assisting internal user inquiries to implementing security measures to managing the procurement, maintenance, and operation of IT equipment and software. In effect, we provide you with an effortless customer experience.

Our PrimeDesk® services provide:

1. 1.Quality and cost optimization using a framework unique to SCSK ServiceWare
   We possess a unique framework modeled off of global standards (ITIL/COPC) and know-how we‘ve accumulated from over 30 years of help desk operations. With this framework we can improve quality and the optimize cost of your operations.
2. 2.Optimized location models based on your business
   【Onsite】 Fully collaborative operational support
   【Centers】Remote support from centers across the country
   【Hybrid】 Nearshore + onsite centers to optimize operational costs
   We offer 24/7, 365 day operations, BCPs, Global support, and more
3. 3.Support for the next-generation of IT through an abundance of human resources
   Employees with ITIL certification: over 200, Employees with IT-related certification: over 930 We provide education that promotes growth in both IT technology and management. We also foster an environment where employees can develop their careers and work for the long-term.

Integrated BPO Services

We provide comprehensive support for customers affiliated with manufacturing. Our support covers contract assistance, technical consultation, troubleshooting, parts selection, fulfillment, field engineer dispatchment, and DX promotion.

Our integrated BPO system provides you with:

1. 1.Service selection based on your business needs
   You can choose the scope of services that suit your business needs. For example, when starting a new business, you can expand the number of personnel and the scope of services to match your product sales plan.
2. 2.Visualized "Knowledge" of skilled engineers
   Do you rely on the know-how, experience or intuition of your in-house engineers when making decisions? We turn implicit knowledge into digital knowledge. In doing so, we help resolve overdependence on specific individuals and boost efficiency in areas that require expertise such as technical consultation, troubleshooting, and parts selection. We also make it possible to ensure that your next generation of engineers acquire the skills they need to succeed.
3. 3.Cyclical Product Distribution via DX
   We not only provide BPO services, but also create positive product distribution cycles through digital transformation. By efficiently managing maintenance and sales data on a consolidated platform, we can shorten maintenance lead times, streamline operations, and implement effective sales strategies.

Sales and Marketing

In addition to our digital marketing strategy, we generate leads through a one-stop service. This service, which harnesses inside sales, begins with the fostering of leads and then sends them to the sales department for further assistance.

Our Sales and Marketing services offer:

1. 1.Service lineups for challenges related to your sales process
   We provide a variety of support services to help you tackle challenges and execute your business strategies effectively. Our services include support for sales strategies assessment and induction in addition to operational setup for digital marketing and inside sales (used to attract promising leads).
2. 2.Process streamlining (used to attract online customers and foster promising leads)
   By integrating digital marketing and inside sales, we capture qualitative information, difficult to discern digitally, and make it possible to analyze vast amounts of quantitative data. This powerful approach supports your entire sales process, from generating new leads to nurturing and closing deals. We, in effect, provide a seamless one-stop delivery of prospective customers to your sales department.

Security

In response to the ever growing pressure on security resources, from information protection laws to increasingly diverse cyber-attacks, we provide the support needed to manage security risks through operations and HR development.

Our security services offer:

1. 1.Extensive security personnel
   We train personnel from scratch using our own unique human resources development curriculum. We also use our know-how to provide education services for security personnel.
2. 2.The capacity to operate and maintain an array of corporate security products
   Through our know-how cultivated over many years of supporting security products for corporate customers, we can provide support across a wide range of areas, from endpoints to networks and from databases to virtual environments.
3. 3.PrimeDesk® (help desk) integration
   By integrating PrimeDesk® (a system provided to Information Systems departments), we improve the efficiency of your entire business, including security management.

Digital Communication

When it comes to implementing and operating digital communication channels, we‘ve got you back. Our support not only optimizes your customer touch points but also your customer experience (CX).

Our digital communication services provide

1. 1.Proposals for optimizing your digital communication channels
   Drawing from our many years of BPO experience, we select and propose the most suitable digital communication channels for your company, based on the type of customers you support and the products you distribute.
2. 2.Initial implementation that utilizes SCSK group's developmental capabilities
   We provide a one-stop service for initial implementation. This service includes the following stages: introduction and design for various digital communication channels, systems integration, and the creation of knowledge content for self-service channels.
3. 3.Ongoing improvement cycles through operational optimization
   We do not simply introduce systems: we regularly analyze and improve the operational status of their digital communication channels and content through an ongoing improvement cycle.

Assessment & Consulting

From business analysis to the execution of reform measures, we provide consulting services from a unique front-line perspective, quintessential to BPO companies.

Our Assessment and Consulting services offer the following:

1. 1.Connect your management with the frontline through “Can-be“ management
   To meet your management needs, we propose feasible improvement measures based on our experience and knowledge of BPO operations.
2. 2.Reform and improve data-driven processes
   We support process reform in both marketing and operations by accumulating and leveraging data.
3. 3.We Provide you with ongoing improvements through outsourcing
   We not only propose improvement measures, but also implement them and provide ongoing support for solving issues through our BPO service operations.

evelink® (Remote Work)

Need help solving challenging business issues? Look no further, our evelink® program is just for you. Through a team that is fully remote, we provide you with original services to help you conquer any high-level business-issue.

evelink® (Remote Work) provides:

1. 1.Business Agility
   Whether it‘s helping you set up for working from home or in the office, using analog or digital equipment, or getting through seemingly never-ending work or specialized tasks, we offer fast, flexible solutions to optimize your working experience and get you what you need.
2. 2.Business Continuity
   We offer a secure, safe environment where you can communicate with your teams and clients freely. By having contact centers across the country and fully remote work teams collaborating together, we can provide a wide range of diverse services to meet your needs.
3. 3.Business Originality
   Services packed with evelink®'s unique know-how.Even for work that requires specific expertise or skills, we provide flexible services that utilize human resources packed with a variety of backgrounds and working styles.

Financial Services

Our company is the first BPO vendor in Japan to be registered as a financial services intermediary. We possess a wealth of experience operating contact centers and back offices for the banking, securities, insurance, and cashless payment industries.

1. 1.Highly secure centers to safeguard your business should disaster strike.
   We have Privacy Mark certification. This allows us to strictly manage personal information in accordance with laws and guidelines. In addition, with a stable foundation and a secure power supply, our company's financial services center features robust BCP measures to ensure that operations continue should disaster occur.
2. 2.Extensive track record in the financial industry
   Through our expertise in IT and BPO, we have a track record for helping tackle a wide range of customer issues. Our track record includes enhanced customer support (via Internet), expanded services for night and weekend support, expedited compliance support, and improved quality and productivity through business automation.
3. 3.The first “financial services intermediary“ in the BPO industry
   After registering as a “financial services intermediary“, we are now able to provide one-stop intermediation for banking, securities, and insurance financial services. We have created a system that can respond to a wider range of outsourcing needs more than ever before.