 |
|
|
Supporting your business with global IT support
Overseas Services
One in two Japanese manufacturers is now increasing overseas production,
and many of them are considering expansion in Asia, particularly China.
Anticipating this kind of change in the business environment, we moved early to establish an overseas support network
|
 Scope of Our Overseas Services 
|
1) Systems & Network Integration Services
transcosmos Information Creative, a wholly owned subsidiary in China, performs high-quality systems development tasks for Japanese clients at about a third the cost of similar work done in Japan. The company acquired ISO 9001 certification in 2001.
|
Systems Development for Japan—Japan–China Systems Development Workflow A representative in Japan handles detailed discussions and assures mutual understanding on project definition and basic design. We achieve assured development quality at low cost by locating detailed design and integration work—phases that require significant staff-hours—overseas.
 |
2) Quality Assurance & Localization Services
When companies expand overseas, they are faced with maintaining quality assurance programs in multiple languages. That's why we employ staff who are highly skilled in the languages in which our clients need quality-assurance work done. We also maintain the linguistic expertise to provide software localization services.
|
Our Quality Assurance & Localization Model  |
Worldwide Mobile-Phone Quality Assurance At transcosmos, we provide quality-assurance services that include testing, functional evaluation, and field testing of mobile-phone handsets bound for overseas markets. Whether we conduct tests in North America, Europe, or Asia, we can record testing and evaluation results in Japanese or another language, as needed.
 |
3) Distribution Services
We are highly effective at providing sales, support, and distribution routes overseas. We sell many types of hardware and Japanese-language software through a network of some 1,300 overseas dealers. We also offer bilingual support services in Japanese and English.
|
4) Support Desk Services
We provide staff capable of providing support desk services in English, Chinese, Korean, Japanese, and other languages, mainly to Japanese corporate clients. We not only break through the language barrier, but do so with a complete range of fine-tuned, flexible services in each language.
|
Hotline Service  |
5) Contact Center Services
Our contact centers not only provide multi-lingual services, but also leverage transcosmos’s global network and time-zone differences to deliver round-the-clock operation. Native speakers are available to provide call support in each language. We have the flexibility to meet changing client needs.
|
Multilingual / Global Contact Centers 
Typical problems
• Disconnected operations in each country or region
• Inefficient center operation (mix of small and large centers)
• No network for mutual escalation procedures
• No shared knowledge databases for call analyses, product data, etc.
Solutions
• Round-the-clock back-up support network
• Equipment and knowledge sharing
• Escalation procedures for urgent response
• Escalation procedures for high-end support
• Multilingual support
• Increased efficiency, reduced costs, improved customer satisfaction
Multilingual contact center services in numerous countries
• Overseas services can include multilingual support
• Uses overseas subsidiaries, partners, and major US outsourcers
Creating global support centers & providing support content and ASP services
• Accumulated support content (FAQs) and knowledge from each
country is translated between Chinese,
Korean, Japanese, and English.
24/7/365 Japanese call support
• We can provide seamless round-the-clock support by leveraging time zone differences. In Japan time, we can cover 9:00 a.m.–10:00 p.m. from Japan, 10:00 p.m.–5:00 a.m. from New York, and 5:00–9:00 a.m. from Los Angeles. |
 |
Into the fast-growing
South Korean market
transcosmos and Dacom, South Korea’s top consumer
telecommunications company, established CIC Korea, a South
Korean contact-center business, in a joint-venture in
May 2001. CIC Korea has employed outstanding personnel
from day one, and has grown dramatically along with the
South Korean outsourcing market. |
|
 |
|
transcosmos
Overseas  |
|
|
|
