Case Study: Japanese Operation DX × Global Electronics Company

Japanese Customer Support – The Digital Evolution Path.

29 Years of Partnership: From Onshore to Offshore to AI-Powered Operations.

KEY METRICS

  • 29 Years

    Partnership since 1997

  • 280 FTEs

    Across 4 centers

  • 50%+

    Non-voice ratio (from 7%)

  • 45%

    Auto-reply rate

THE SOLUTION

One Partner. Four Phases of Transformation.

PHASE 1 - Resource Optimization

Started with on-site operations at the client's facility in 1997. Expanded to a transcosmos nearshore center in Sapporo, then migrated non-voice operations to Hanoi, Vietnam as an offshore hub—maintaining quality while significantly reducing costs.

PHASE 2 - Digital Transformation

Added LINE and additional digital channels to meet evolving customer preferences. Shifted non-voice channel ratio from 7% to 55%+, and implemented auto-reply automation achieving 45% automation rate—all while maintaining high CSAT.

PHASE 3 - AI-Powered Efficiency

Deployed speech recognition, AI answer suggestion for agents, automated FAQ content creation, and VOC analytics with automated agent QA—embedding AI across every stage of the operation.

PHASE 4 - AI Agent Initiative

Currently advancing toward end-to-end automation: from customer interaction to post-processing. Target: 58% of repair inquiries fully automated, with 24/7 availability for improved CX.

WHY IT WORKED

Long-Term Partnership. Continuous Evolution.

The key to this transformation wasn't a single technology or a one-time project - it was a 29-year commitment to evolve together. As the client's needs changed, transcosmos adapted: adding locations, channels, and AI capabilities at every stage, while maintaining the operational continuity and quality that Japanese customers expect.

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