As Uniqlo China enters the EC industry, it has commissioned transcosmos to handle customer support, internet promotions and delivery services of email-magazine publications
and delivery services of email publication, etc., begin today through its Chinese subsidiary
transcosmos, inc. (Headquarters: Shibuya Ward, Tokyo, President and COO: Masataka Okuda, security code: 9715. Hereafter, transcosmos) has been commissioned to handle the purchasing center operations as well as internet promotion services of the domestic-bound EC site that Uniqlo China is expanding in China with Fast Retailing Co., Ltd. transcosmos will begin operation today, working together with Chinese call center subsidiaries Shanghai transcosmos Marketing Service Co., Ltd. (hereafter, transcosmos CC China) and transcosmos MCM Shanghai Co., Ltd. (hereafter, transcosmos MCM Shanghai).
The EC operation services offered to Uniqlo China for the Chinese market are: handling of purchase orders; responding to inquiries via phone, email, and chat; performing system maintenance and supervision of merchandise and stock posted on the EC site; delivering periodic email-magazines to internet customers of Uniqlo China, etc. As for internet services, PR activities in cooperation with a Chinese online opinion leaders, search engine-related advertisement, etc. will be provided.
As a partner of Uniqlo China, transcosmos will provide overall client support and marketing-related operations centered around call center and internet promotion operations.
The main services provided are:
• Support-related operations
• Purchase order operations such as receiving orders and inputting delivery information
• Responding to inquiries via phone, email, and chat
• Customer support and administrative work for product returns and reimbursement
• EC site operations such as merchandise master registration and updating, price and inventory management, etc. that are to be posted on the EC site
• Marketing-related operations
• PR activities in cooperation with online opinion leaders
• Search engine-related advertisement
• Delivering periodic email-magazine publications to internet customers of Uniqlo China
• Various post-delivery administrative work
The awarding of this contract was based on the high evaluation of the operational track record for the large scale EC site of transcosmos CC China and the internet promotions of the internet advertisement company, TENSYN Interactive, which is managed by both transcosmos MCM Shanghai and transcosmos CC China. The “maintenance of quality” resulting from Chinese and Japanese project managers that fully and mutually understand both Japanese and Chinese customs, its “cost optimization” cultivated through its many years of call center operations and its “business planning that is well-informed of the Chinese internet market” were all also especially highly evaluated. The transcosmos group will contribute to expanding China Uniqlo’s sales by providing lower cost and high quality services.
The following comments were given by Mr. Shinya Matsuyama, the manager of China Uniqlo’s Management Planning Department, and Mr. Daisuke Abe, the leader of Uniqlo, Inc.’s Global Web Division, Global EC Project:
■ Even overseas, “detailed and refined” service that Japan is well known for is provided.
“Because the start up had to be done with limited time, resources, and cost, it was felt that the collaboration of a well seasoned and highly experienced partner would be essential for this China EC project. A high quality partner that could, of course, be cost competitive and be able to provide Uniqlo-worthy service had to be chosen. With such background, we received proposals from several companies, but among them, not only did transcosmos propose its customer support services based on its know-how gained in the Japanese market and adapted to the China market, but it also suggested wide-ranging services including email-magazine distribution and other marketing support. We evaluated this very highly. Also, in regards to the problem of dealing with a short lead time for starting up operations, we were jointly able to take full advantage of our company’s experience in Japan and transcosmos’ support experience of EC business in China. We feel very lucky to have gained such a great partner. With the fusion of the marketing and customer support provided by transcosmos, we look forward with great anticipation to a future of superb “Marketing Chain Management Services.”
Aiming to be our corporate client’s “Global IT Partner,” transcosmos has developed locally oriented services in each of the 6 countries and 10 cities centered in North America and Asia. Utilizing its overseas network to its maximum potential, in the future, transcosmos will contribute to expanding your company’s sales in foreign countries by providing stable and high quality services.
[Company Name]
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Shanghai transcosmos Marketing Service Co., Ltd.
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April 2006
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[No. of Seats]
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560 seats （Shanghai：390 seats, Beijing：170 seats）
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419
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[Awards]
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transcosmos MCM Shanghai Co., Ltd
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[Representative's Name]
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[Establishment Date]
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October 2005
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[Employees]
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16
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[Business Scope]
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[2 Affiliate Companies]
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* Other company names, products and service names are the registered trademarks or brands of each respective company.
(About transcosmos inc.)
We launched operations in 1966 as a pioneer in the information processing outsourcing business. Since then we have brought together people and technology through careful effort while striving to enhance the competitive strength of our customers’ enterprises by converting high added value to superior service. Since June 2002 broadband and VOIP spread diffusely, resulting in a more direct and rich connections between enterprises and consumers, and in particular, in an era in which enterprise marketing activities were revolutionized. Recognizing this, we brought out “Marketing Chain Management Company” as an enterprise slogan and endeavored to drive business. Today, telephone, web, email, and even video communication are united through the hub of the Internet protocol and a completely new communication channel is emerging. This means Internet expertise has become indispensable in call-center and contact-center services. Moving forward, transcosmos will make the most of our distinctive strengths, always adopting the latest Internet technology and developing outsourcing services. It is our intention to promote interactive marketing services that offer speed, increased sales, cost reduction and improved customer satisfaction to our customer’s enterprises.
(URL: http://www.trans-cosmos.co.jp/)
