An international remittance service provider

The number of workers in Japan from abroad has been increasing steadily in recent years to reach more than 1.72 million in October 2020. ^*1Among these, more than 400,000 have come to Japan for technical training. ^*1 This international remittance service provider had employed bilingual human resources in Japan to provide customer support for remittances by technical trainees. But as demand for remittances to trainees' home countries increased rapidly, it was hard to keep up with the cost of hiring more bilingual staff. The client also needed to prevent its customers from switching to other international remittance services amid increasingly severe competition.

This contract resulted in a switch from in-house operation in Japan to offshore operation. Operations began at three of our wholly owned subsidiaries, in Vietnam, the Philippines, and Thailand. They are able to provide services with security, operation, and other quality levels equivalent to those in Japan. In addition, since customers in different countries prefer different communication channels, we proceeded customer support in channels suited to customer needs in each location.

We also held regular meetings for tasks such as escalation to the international remittance service provider of issues arising at other facilities, problems with and improvements in reports, and examples of successful operations. We strived to strengthen operations through horizontal deployment of knowledge between multiple facilities.