Case Study

Transcending Boundaries for an Overseas Remittance Service

Relia group contributes to the cost reduction of the client in Vietnam, the Philippines, and Thailand and reduces the client's burden for vendor management by the result of migrating operations from Japan to outside of Japan.

Challenge

A Japan-based company enjoyed the growing demand for overseas remittance services due to the number of foreign residents migrating to Japan for work. At the same time, they struggled with the high operational cost of providing multilingual, in-house support for customers of various nationalities.

Solutions

Thanks to our locations in the Southeast Asian nations that constitute the client's overseas remittance customer base, we supported their transition from in-house to offshore operations, covering inbound, outbound, and field customer support in local languages across Thailand, Vietnam, and the Philippines.
  • Customers were handled by agents who speak their language and have the same cultural background and in-depth knowledge of overseas remittance.
  • With close coordination through Relia HQ, we ensured stable operation and quality assurance.
  • Inbound inquiries were managed via tools specific to each country, increasing usability.
  • Outbound and field support promoted the client's service, even before prospective customers arrived in Japan.

Results

  • By utilizing existing local centers, we ensured rapid launch and scalability, smoothly expanding the support team to 100 FTEs across three countries.
  • Consolidated channels provided service in all three languages -- Thai, Vietnamese, and Filipino -- also reducing the client's vendor management workload and cost, which went down by 30%.
  • Support in both their native language and culture improved customer satisfaction levels.

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