B-WITH

Basic Information

Stock Code
9216
Industry
Services
Category Detail
Professional Services for Businesses
Prefecture
Tokyo
Establishment Year
May 2000
Listing Year
March 2022
Official Website
https://www.bewith.net/
TSE Information
TSE Information
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Yahoo! Finance
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Overview

B-WITH, founded in 2000, specializes in call center operations and outsourcing services. As a subsidiary of the Pasona Group, it enjoys high trust in the customer service industry.

Current Situation

B-WITH recorded consolidated sales of approximately 28.8 billion yen and operating profit of 2.1 billion yen in the fiscal year ended May 2021, achieving stable growth. Its core businesses of telemarketing and call center operations serve a wide range of industries including telecommunications carriers, finance, and non-life insurance, maintaining high customer satisfaction. The company has obtained certifications such as ISO 27001 and Privacy Mark for information security, focusing on the safe management of customer data. In recent years, it has been working on automating customer inquiry counters using generative AI and providing value-added services based on market needs analysis. Employing approximately 7,900 people, it also offers high-quality staff dispatching services. Backed by the strong support of the Pasona Group, it aims to balance performance expansion and service quality improvement in the medium to long term. Moving forward, it positions DX promotion and AI utilization as growth drivers, aiming to enhance customer touchpoints.

Trivia

Interesting Facts

  • Originated from a Mitsubishi Corporation-affiliated call center company founded in 2000.
  • Expanded industry position by becoming a wholly-owned subsidiary of Pasona Group.
  • Newly listed on the Tokyo Stock Exchange Prime Market in 2022.
  • Operates more than 18 centers nationwide, covering a wide area.
  • Generative AI adoption is pioneering in the industry.
  • Approximately 7,900 employees, large-scale in the industry.
  • Strength in customer data management for non-life insurance and financial institutions.
  • Holds ISO 27001 certification and Privacy Mark.
  • Proposes performance improvement strategies based on customer needs analysis.
  • Branches in Sapporo, Yokohama, Osaka, Fukuoka, and other locations.
  • Centers also in Nagasaki and Wakayama.
  • Dual operations of telemarketing and staff dispatching.
  • Strength in outbound sales.
  • Obtained liquor sales agency license for diversification.
  • Head office located in Nishi-Shinjuku Park Tower.

Hidden Connections

  • Unique positioning in the industry as a joint venture between Mitsubishi Corporation and Pasona Group.
  • Shares tight customer data management systems with the non-life insurance industry.
  • Contributes to DX promotion in finance and telecommunications via generative AI utilization.
  • Utilizes raw customer voices for market research and reflects them in client strategies.
  • Centers across the country contribute to regional economic employment creation.
  • Staff dispatching services differentiated through strengthened linkage with Pasona Group's talent pool.
  • Gained strong trust from finance and insurance sectors through ISO 27001 certification.
  • Established joint development framework with domestic IT vendors for generative AI service design.

Future Outlook

Growth Drivers

  • Expansion of generative AI and automated response system utilization.
  • Increased demand for non-face-to-face customer support due to telework prevalence.
  • Increased investments in information security enhancement.
  • Outsourcing demand in finance, telecommunications, and sales channels.
  • Diversification and sophistication of BPO services.

Strategic Goals

  • Achieve productivity improvement through complete DX of all business processes.
  • Reach world-class customer support quality via generative AI utilization.
  • Expand service network in major domestic cities.
  • Maintain customer satisfaction above 90%.
  • Achieve annual sales of 50 billion yen scale.

Business Segments

Call Center Operations

Overview
Provides high-quality call center operations to various industries to improve customer satisfaction.
Competitiveness
Flexible response to customer needs and advanced technology utilizing generative AI
Customers
  • Telecommunications carriers
  • Financial institutions
  • Non-life insurance companies
  • Mail-order businesses
  • IT providers
Products
  • Inbound call reception
  • Outbound call sales
  • Chatbot implementation support
  • AI automated response service

Staff Dispatching Services

Overview
Dispatches highly skilled staff to client companies to support operational efficiency and quality improvement.
Competitiveness
Comprehensive training system for customer support skills
Customers
  • Call center operators
  • IT companies
  • Financial institutions
  • General companies
Products
  • Operator dispatching
  • Technical staff dispatching
  • Sales support staff

Business Process Outsourcing (BPO)

Overview
Supports client operational efficiency through outsourcing of indirect operations.
Competitiveness
High operational quality control and diverse service offerings
Customers
  • Large companies
  • Medium-sized companies
  • Staff dispatching companies
Products
  • Payroll processing proxy
  • Translation services
  • Indirect department operations proxy
  • Welfare facility management

Competitive Advantage

Strengths

  • Strong support system from Pasona Group
  • Extensive track record across multiple industries
  • Advanced information security management system
  • Early adoption of advanced technologies like generative AI
  • Flexible human resource training programs
  • Call centers located in major cities nationwide
  • Strong customer needs analysis capabilities
  • High-quality staff dispatching services
  • Diverse response channels (phone, email, chat)
  • Wide range of BPO services
  • Transparent management as a listed company
  • Long-term stable customer relationships
  • Reliability from official certifications
  • Proposal capabilities contributing to customer performance improvement
  • Structure capable of quick response to market changes

Competitive Advantages

  • Customer expansion through Pasona Group's extensive network
  • Efficiency in customer support by integrating generative AI and IT technologies
  • Improved fundraising capabilities and reliability from listing
  • High protection level from international information security standard certifications
  • One-stop provision of diverse outsourcing services
  • High-quality and specialized staff training system
  • Operational know-how based on long years of industry experience
  • Nationwide service network
  • Utilization of customer feedback for continuous service quality improvement
  • Responsiveness to flexible customized services
  • Hybrid services combining IT and staff dispatching
  • High customer retention rate
  • Broad service areas from sales support to indirect department proxy
  • Differentiation from competitors through timely technology investments
  • Maintenance of robust governance structure

Threats

  • Intensifying price competition from competitors
  • Risk of traditional operations being replaced by AI advancements
  • Strengthening trend of in-house operations by client companies
  • Decline in service provision capacity due to talent acquisition difficulties
  • Risk of reputational damage from data breaches
  • Cost increases from changes in labor regulations
  • Delays in adapting to technological changes in communications infrastructure
  • Uncertainty in customer demand due to economic fluctuations
  • Risk of complaint amplification via SNS
  • Challenges in new market development
  • Risks from fluctuations in fundraising environment
  • Profit pressure from diversifying competitive landscape

Innovations

2024: Introduction of Generative AI Customer Inquiry Counter

Overview
Automatically analyzes inquiry content with generative AI and routes to optimal handlers.
Impact
Significantly improved customer response efficiency and satisfaction.

2023: Expansion of AI Chatbot Services

Overview
Enhanced 24/7 AI chatbot functions to improve customer convenience.
Impact
Contributed to reduction in inquiry handling workload and new customer acquisition.

2022: Information Security Enhancement Project

Overview
Implemented latest information protection measures in addition to ISO 27001:2013 certification.
Impact
Minimized customer data breach risks and strengthened trust.

2021: Digitalization of Staff Training System

Overview
Improved training efficiency through online training and e-learning.
Impact
Achieved improvements in operational quality and productivity.

Sustainability

  • Reducing environmental impact through paperless initiatives
  • Improving employee satisfaction via diverse work styles
  • AI utilization education support in collaboration with local communities
  • Improving work environment and practicing health management
  • CO2 emissions reduction through green power introduction
  • Diversity enhancement via promotion of women's active roles
  • Resource optimization through operational efficiency
  • Strengthening customer privacy protection
  • Implementation of programs to promote employment of people with disabilities
  • CSR activities including local cleanups and volunteer promotion
  • Reducing commuting burden through expanded remote work infrastructure
  • Ongoing support for employee skill development