マックスコム List of Products and Services

The "Mailing Cross Contact Center" is a comprehensive support service for municipalities that provides a consistent service from various application recommendations to inquiry support, aimed at enhancing citizen satisfaction. Managing vendors for each purpose can be a significant burden for municipal staff, often encroaching on their core responsibilities. Our company offers a one-stop management service for the points of contact between municipalities and citizens, including window services, document dispatch, telephone responses, and various application receptions, from design to actual operation, in a way that makes results more visible for municipal staff. 【Flow until Service Implementation】 ■ Hearing and preliminary cost estimate ■ Quotation ■ Formation of construction team and detailed operational alignment ■ Operator training ■ Start of operations *For more details, please refer to the PDF document or feel free to contact us.

• SFA (Sales Support System)

"Marketing Cross Engagement" is a sales enhancement support service for the e-commerce industry that provides a consistent service from marketing to engagement and support, assisting in increasing sales. Marketing methods are currently diverse, with digital methods standing out. However, digital marketing techniques are quickly consumed, and it is rare for them to remain in consumers' memories. Our company actively incorporates marketing methods that use paper, and by having trained operators respond to inquiries, we provide a higher level of customer experience (CX). 【Flow until Service Implementation】 ■ Hearing and Estimated Cost Proposal ■ Quotation ■ Team Formation and Detailed Operation Coordination ■ Operator Training ■ Start of Operations *For more details, please refer to the PDF document or feel free to contact us.

• SFA (Sales Support System)

In a large state-run library, there are significant daily fluctuations in the number of users, making it challenging to adjust the number of staff working in the book-picking storage area, and there has been a demand for improved quality of customer service at the counters. In response, our company provided BPO (Back Office) services. At the lending and return counters, we implemented bright and courteous customer service with a focus on hospitality, resulting in increased user satisfaction. Additionally, by reviewing staff work patterns and expanding shift slots, we enhanced the flexibility of staff allocation on a daily and hourly basis. Simultaneously, we promoted multi-skilling of staff responsibilities, maximizing operational efficiency and achieving over 20% improvement in efficiency. [Scale] ■ Managers: 3 ■ Supervisors: 15 ■ Operators: 120 *For more details, please refer to the PDF document or feel free to contact us.

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In April 2014, to mitigate the impact of the consumption tax increase to 8% on households, the government decided to provide benefits to the public. For municipalities across the country responsible for the implementation of these benefits, this became an additional task on top of their usual operations, making it urgent to address the shortage of human resources and to establish operational frameworks within the responsible departments. In response, our company provided "BPO" and "CRM" services. By planning operations with an eye on the fluctuations in workload and establishing an operational structure, we achieved stable operations from the start of the project. Additionally, through appropriate personnel allocation based on the operational plan, we prevented delays in processing during busy periods. Furthermore, we were able to absorb fluctuations in workload with a multi-operation system, achieving a reduction in operational costs. [Business Overview] ■ Scale - Supervisors: 3 positions - Operators: 8 positions, up to a maximum of 50 positions ■ Business Content - Call center operations, front desk support, document review, sorting - Data entry, registration, shipping, storage *For more details, please refer to the PDF document or feel free to contact us.

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With the My Number Act, which was enacted in 2013, officially starting operations in January 2016, municipalities across the country faced the urgent need to supplement human resources and establish operational frameworks due to the additional workload alongside their regular duties. As a result, it was decided to outsource a call center to handle inquiries from citizens regarding the My Number system and consultations about My Number card applications, with Maxcom being awarded the contract. Our company conducted a simulation of the workload based on similar operational experience and preemptively developed a business plan aligned with fluctuations, successfully preventing shift overlaps and reducing excess costs. Additionally, by establishing an effective call history management system and sharing FAQ information within the center, we deepened operators' understanding, which significantly reduced complaints from citizens, achieving accurate and courteous call responses while maintaining high quality and efficiency. [Business Overview] ■ Provided Service: CRM (Call Center) ■ Scale: Approximately 2,000 cases/month ■ Operating Hours: Weekdays 8:30 AM - 5:15 PM *For more details, please refer to the PDF document or feel free to contact us.

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To create the national census, a significant and fundamental statistical survey conducted every five years targeting "all individuals and households residing in Japan" is considered an additional task alongside regular operations. To address the shortage of human resources, it was decided to outsource, and our company was entrusted with the operation of the call center and information sessions related to the national census. Maxcom has successfully reduced costs by enabling flexible personnel allocation in line with busy and quiet periods through a staffing and recruitment plan based on past experience with similar tasks. Additionally, not only for the call center operations but also by conducting the facilitation and management of information sessions for surveyors, we have ensured an environment where staff can focus on core business activities. 【Business Overview】 ■ Contract Period: September 1, 2015 - November 30, 2015 ■ Scale (Call Center Operation Period: September 1, 2015 - October 31, 2015) - Incoming Calls: Approximately 6,600 - Outgoing Calls: Approximately 1,100 *For more details, please refer to the PDF document or feel free to contact us.

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To improve municipal tax revenue, various measures are necessary, including raising the tax awareness of non-payers, managing arrears, and strengthening management. The city has decided to outsource in order to achieve more effective and significant improvements in collection rates. A proposal-based comprehensive evaluation method will be used for vendor selection, and as a result of the selection process, our operational scheme based on business performance has been evaluated, leading to the awarding of the contract. Maxcom has created business flows, FAQs, and talk scripts, achieving uniformity in the training system, which has eliminated variations in operator response skills and quality. This has resulted in an improvement in contact rates of over 80%, payment promises of over 50%, and collection rates of over 30%. Additionally, effective staffing based on connection rate surveys during calling hours has improved the total number of calls by approximately 30%, allowing city staff to focus on core tasks and ensuring overall operational efficiency. [Business Overview (Excerpt)] ■ Provided Services: CRM (Call Center) BPO (Back Office) ■ Scale: 40,000 cases/year *For more details, please refer to the PDF document or feel free to contact us.

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In response to the spread of the new coronavirus, the Ministry of Health, Labour and Welfare has started a subsidy project for PCR testing aimed at local governments to prevent severe cases and clusters, and to enable early detection, with the goal of providing some reassurance to the elderly. They have quickly begun to establish a testing implementation system for the elderly. Since the reservation for PCR tests is targeted at those aged 65 and over, it will be handled by a call center rather than through web reservations. There was an urgent need to establish an office that would coordinate with the call center to dispatch testing kits to residents. In this context, our company provided "CRM" and "BPO" services. By assigning several experienced personnel in office management, we established the center in a short period. As a result, we achieved a response rate of over 90% and ensured high-quality responses, while thoroughly protecting customer information with consideration for physical, system, and psychological aspects. 【Approach and Results】 - Reduction of center operating costs through optimization of operational workload - Stable service implementation by utilizing operational center expertise - Thorough protection of customer information with consideration for physical, system, and psychological aspects *For more details, please refer to the PDF document or feel free to contact us.

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Due to the suspension of the use of gift certificates, it was necessary to collect and refund within a short period of two months, requiring the processing of approximately 130,000 cases and handling inquiries in a short timeframe. Since the resources could not be prepared within the customer's company, it became urgent to establish a system for large-scale processing, appropriate guidance to consumers, and to prevent confusion through announcements, ensuring rapid and reliable refunds. In response, our company leveraged a similar scheme to establish a one-stop service environment for announcements, collection, refunds, and inquiry handling in a short period. By undertaking the entire process, we alleviated the burden on the customer’s company, enabling the creation of accurate refund data through image entry and verification work, and achieved smooth responses prioritizing consumer protection (inquiry handling and guaranteed refunds). 【Business Overview】 ■ Provided Service: BPO (Back Office) ■ Scale - Supervisors: 3 seats (Inquiries: 1 seat, Administration: 2 seats) - Operators: Up to 45 seats (Inquiries: up to 15 seats, Administration: up to 40 seats) *For more details, please refer to the PDF document or feel free to contact us.

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The client company, which operates 300 karaoke stores nationwide, has seen an increase in the time and workload required for employees in the inquiry response department to become familiar with knowledge and skills due to the high functionality of communication equipment installed in stores and the shortening of model change cycles. This has made it difficult for employees to focus on their core business. In response, Maxcom assigned operators with equivalent work experience and promoted the creation of manuals. By shortening the knowledge acquisition and skill familiarization period, we achieved a reduction in the workload of employees involved in inquiry responses. As a result, employees were able to concentrate on their core business, leading to a reduction in labor costs. 【Business Overview】 ■ Provided Service: CRM (Call Center) ■ Scale - Operators: 3 *For more details, please refer to the PDF document or feel free to contact us.

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The hiring of part-time instructors was conducted by the heads of each classroom nationwide. However, as the classroom heads were also handling other duties, the workload related to hiring was increasing at each classroom, making it difficult to respond quickly from application reception to interviews, resulting in lost hiring opportunities and a chronic shortage of instructors, which significantly hindered classroom operations. In response, our company proposed a "CRM (Call Center)." By separating the hiring reception tasks, we created an environment where classroom heads could focus on their core responsibilities. Additionally, we developed an applicant management system, which centralized the hiring reception tasks, significantly improving the interview scheduling rate and hiring rate, thus enhancing the instructor acquisition rate. By implementing the applicant management system in each classroom, we achieved visibility of the situation from application to hiring decision, creating an effective hiring environment. [Business Overview] ■ Provided Service: CRM (Call Center) ■ Normal Period: 2,000 cases/month ■ Busy Period: 3,000 to 4,000 cases/month ■ Operating Hours: 10:00 AM to 9:00 PM *For more details, please refer to the PDF document or feel free to contact us.

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Our company offers a "CRM (Call Center)" service. We solve issues faced by customers such as "Due to operating with a small team, we are unable to answer calls when out or during customer visits, resulting in missed reservations," and "By handling phone calls during customer visits, we keep waiting customers waiting, leading to a decrease in customer satisfaction." With our service, there will be no missed reservations during customer visits or when unavailable, leading to increased sales and new customer acquisition rates, reduced hiring and training efforts, the ability to focus on core business activities, and a reduction in labor costs. 【Business Overview and Scale】 ■ Available for consultation regarding weekday, busy hours only, regular holiday and nighttime support, 24-hour support, etc. ■ Can accommodate from one seat ■ Services include reservations, changes, cancellations, schedule adjustments, product and medical department guidance, and directions from the nearest station. *For more details, please refer to the PDF document or feel free to contact us.

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Our company provides "CRM (Call Center)" services. We solve issues faced by customers such as "24/7 phone support is essential, but due to low call volume, we cannot afford to hire additional staff" and "employees are on duty at night on a rotation basis for emergency trouble response, leading to increased costs and workload." With 24/7 resident support, we can effectively assist during nighttime and late-night hours, and our prompt response to issues can enhance customer satisfaction. Additionally, with two pricing structures—pay-per-use or flat rate—we can operate from a small scale without incurring unnecessary costs. [Services Offered] ■ Water issues (leaks, toilet clogs, etc.) ■ Key issues (loss, lockouts, etc.) ■ Electrical issues (short circuits, lighting fixture failures, etc.) ■ Gas issues (gas leaks, no hot water, etc.) ■ Glass breakage *For more details, please refer to the PDF document or feel free to contact us.

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Our company offers a "CRM (Call Center)" service. "We often receive complaints due to a decrease in response rates because we cannot answer calls while serving customers." "We want to improve the decline in service quality and the loss of business opportunities caused by having to keep customers waiting while we handle phone calls." We will solve these challenges faced by our customers. By utilizing a telephone answering service (call center), the burden of phone handling is eliminated, allowing for focused customer service, which can lead to increased customer satisfaction and sales growth. Additionally, by standardizing business flows, manuals, knowledge management, and training systems, we can eliminate variations in phone handling skills and quality, thereby improving customer satisfaction. [Business Overview] ■ Scale - Available for consultation regarding weekday, peak hours only, regular holiday and nighttime support, 24-hour support, etc. ■ Services Provided: Various inquiry responses *For more details, please refer to the PDF document or feel free to contact us.

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Our company provides CRM (call center) services. We solve the challenges faced by customers, such as "calls increase only during certain time periods, leading to missed calls and lost business opportunities," and "I want to outsource phone support only during busy times like events or campaigns." With Maxcom's telephone answering call center, we offer flexible support for night hours, outside of business hours, only on weekends and holidays, and assistance during peak times, all at low prices starting from just one call. We can accommodate requests such as wanting to use telephone answering services only during long holidays. Additionally, we can provide 24/7 support, allowing you to choose days and times that fit your needs, enabling cost reduction, revenue expansion, and quality improvement without waste. [Challenges faced by customers (excerpt)] ■ Calls increase only during certain time periods, leading to missed calls and lost business opportunities. ■ I want to outsource phone support only during busy times like events or campaigns. ■ I want to outsource phone support only during peak hours when visitor numbers increase. *For more details, please refer to the PDF document or feel free to contact us.

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Our company provides CRM (Call Center) services. We address challenges faced by customers such as "phone support outside of business hours is handled by employees on a rotating basis, leading to increased costs and workload," and "we want to prevent missed calls when we run large media advertisements or during campaign periods when call volume increases." We handle various inquiries, provide responses based on Q&A, collect callback contact information, conduct needs assessments, manage response history, and provide business reports. Our service can be tailored to your needs, offering phone answering services at low prices for specific days and time slots, including nights, early mornings, weekends, and holidays, starting from just one call. [Services Offered] ■ Handling various inquiries ■ Responses based on Q&A ■ Collecting callback contact information and needs assessment ■ Managing response history and business reports *For more details, please refer to the PDF document or feel free to contact us.

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In each classroom, we were handling various phone inquiries such as new membership applications, student (parent) inquiries, and part-time lecturer applications. However, due to the small number of staff managing the classrooms, we were also responding to phone calls alongside classes and meetings, which led to missed calls and increased staff workload. As a solution to these issues, our company proposes an outsourced centralized call center for the classroom representative phone line. We have also promoted initiatives for attracting new memberships and enhancing customer loyalty that we had previously been unable to address, contributing to improved customer service, expanded sales opportunities, and increased conversion rates. 【Business Overview】 ■ Provided Service: CRM (Call Center) ■ Business Hours: 9:00 AM - 9:00 PM (Open year-round) ■ Business Content: Inquiry reception and guidance for the classroom representative phone line - Membership applications (4,000/month) - Lecturer applications (1,500/month) - Request and sending of materials, etc. *For more details, please refer to the PDF document or feel free to contact us.

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At health centers across the country responsible for vaccinating the public, the workload has increased due to the COVID-19 pandemic, leading to an urgent need for human resources and the establishment of operational frameworks by the responsible departments. It is anticipated that there will be a concentration of vaccination appointments and inquiries shortly after the start of vaccine distribution, making efficient responses from the reservation center and collaboration with medical institutions critical issues. In response, our company printed barcode information on the pre-vaccination questionnaires sent to residents and centralized the management of reservation and consultation information in a management system. We visualized the status of each resident from reservation acceptance to the second vaccination. By planning the call center's operations with an eye on the peak workload and leveraging our experience in similar operations to establish an operational framework, we were able to achieve stable operations from the start of the business. 【Business Overview】 ■ Business Content: Vaccine appointment reservations and call center ■ Business Location: Our operation center ■ Operating Hours: For example, weekdays 8:30 AM to 5:00 PM ■ Business Scale: Expected to be 20 to 50 seats ■ Operational Structure: 3 Managers, 4 Supervisors, 9 Team Leaders, 100 Operators on-site *For more details, please refer to the PDF document or feel free to contact us.

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Our company provides CRM (Call Center) services. "During long holidays, the number of customers using online shopping increases, so we want to establish a solid phone support system to boost sales," and "We are using another company's call center service, but we are struggling because they do not handle calls during holidays like New Year's and Obon," are some of the challenges our customers face that we aim to resolve. We will handle various inquiries, provide answers based on Q&A, manage reservation bookings, take messages for callbacks, and conduct needs assessments. Our service allows you to choose the number of days and time slots according to your needs, contributing to cost reduction, sales expansion, and quality improvement without incurring unnecessary costs. [Services Offered] ■ Various inquiry responses ■ Answers based on Q&A ■ Reservation booking management ■ Callback contact and needs assessment, etc. *For more details, please refer to the PDF document or feel free to contact us.

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The window for issuing certificates related to the national registration system, as well as the reception and handling of mail applications from across the country, has not established clear operator skills or business knowledge, resulting in a notable personalization of skills. Standardization and efficiency of business procedures have become challenges in improving quality. In response, our company provides "BPO (Back Office)" services. By re-evaluating business flows, documenting and improving business knowledge, we have achieved the standardization and visualization of business procedures, effectively eliminating clerical errors. Additionally, we have assigned a guide at the reception desk to provide bright and courteous service with a focus on hospitality, which has improved user convenience and satisfaction. 【Business Overview (Scale)】 ■ 1 Manager ■ 3 Supervisors ■ 20 Operators *For more details, please refer to the PDF document or feel free to contact us.

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We provide a one-stop operation service in the back office, from accepting, classifying, reviewing, and confirming deficiencies in applications and orders, to data entry and shipping materials and products to customers. By outsourcing back office operations, employees can focus on their core business and strategic areas, enabling not only cost reduction but also improved productivity.

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Our company provides appropriate services for client companies, including inbound (receiving), outbound (sending), and support during nighttime, holidays, and outside of business hours. By leveraging an extensive service network, we can flexibly respond to volume fluctuations, maintain service quality, and convert costs into variable expenses. With high-quality customer support based on rich experience and know-how, we contribute to promotional plans and quality improvements for products and services by utilizing the genuine voices of customers aggregated in the call center. 【Strengths of Our Services】 ■ Fully customized specifications according to your requirements ■ Flexible response to peak and off-peak times ■ 24/7 support ■ Further efficiency through ICT implementation *For more details, please download the PDF or feel free to contact us.

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