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Case Study

Translating Efficiencies for a Japanese E-commerce Giant

Relia group have succeeded in outsourcing a project of a client first time in their business, which realized 24/7 operation with improving customer satisfaction.

Challenge

With their cross-border business continuing to expand, a Japanese e-commerce giant wanted to lower their costs for bilingual customer support while maintaining operations quality and a CSAT target of over 90% and ensuring scalable hiring as the business grows still further.

Solutions

  • We helped the client migrate from in-house to offshore support in the Philippines, where English speakers are far more prevalent and thus more cost-effective to retain than in Japan.
  • With a broader pool of talent available, we assembled a team with substantial e-commerce-relevant experience to deliver the highest-quality performance for the smoothest transition.
  • Analyzing inquiry types, we identified three phases: (1) before the product arrives at the client's warehouse, (2) when the product is at the warehouse, and (3) after the product is shipped from the warehouse to the customer. Phase 3 was identified with the most complicated inquiries; we rolled out-migration from Phase 1 to ensure a stable launch.

Results

  • The client realized a very satisfying 50% cost reduction.
  • We enabled 24/7 operations, compared to the previous 9-to-6 weekday support in Japan.
  • Operation size expanded by 400%.
  • Not only were targets met, but CSAT improved by five points.

Related companies

Altius Inspiro, Inc. / Altius Infocom, Inc.
Altius Inspiro, Inc.
We mainly provide CRM service for North America and the Philippines by Altius Inspiro, Inc. and Altius Infocom, Inc. in the Philippines. We also provide support in Spanish at the Nicaragua site as well.

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