transcosmos

Basic Information

Stock Code
9715
Industry
Services
Category Detail
Professional Services for Businesses
Prefecture
Tokyo
Establishment Year
June 1985
Listing Year
October 1989
Official Website
https://www.trans-cosmos.co.jp/
TSE Information
TSE Information
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Overview

transcosmos is a major Japanese service company founded in 1985, with IT and BPO as its main businesses, deploying call centers and digital marketing globally.

Current Situation

transcosmos recorded consolidated sales of approximately 362.2 billion yen and operating profit of approximately 11.5 billion yen for the fiscal year ended March 2024, with abundant bases domestically and internationally and approximately 70,000 employees. It holds a high market share in core BPO operations, EC support, and digital marketing, with strengths in call center operations compared to competitors. Selected as a DX Notable Company 2024 by the Ministry of Economy, Trade and Industry, it is accelerating global expansion through AI-utilizing call center system development and establishment of numerous overseas subsidiaries. It also considers sustainability, focusing on community contributions and talent development. After transitioning to the Tokyo Stock Exchange Prime Market in 2022, it is diversifying its revenue base through strategic partnerships and new service launches, aiming for overseas business expansion and strengthened DX support toward 2030. Moving forward, it will promote the introduction of AI and data-driven technologies to support customer companies' digital transformation and achieve sustainable growth.

Trivia

Interesting Facts

  • Founded as Maruei Computer Center in 1966, renamed to current name in 1985.
  • Large-scale service network with 72 domestic and 109 overseas bases.
  • Selected as a constituent of JPX Nikkei 400 Index in addition to Tokyo Stock Exchange Prime Market.
  • Ongoing sponsor of J.League club FC Ryukyu since 2005.
  • Early deployment of autonomous AI call center systems.
  • Capital and business alliances with major companies such as Toshiba and Omron.
  • Headquarters located in Sunshine 60 in Toshima Ward, a famous building.
  • Actively expanding offshore services in ASEAN countries.
  • Acquired naming rights for Transcosmos Stadium Nagasaki.
  • Chairman Masataka Okuda, son of the founder, has contributed to management for a long time.
  • Prominent figures such as Tsuyoshi Natsu no serve as outside directors.
  • Conducts diversified management with numerous subsidiaries including J Stream.
  • Promotes digital transformation as its corporate vision.
  • Major shareholders include Japan Master Trust Custody Bank and Japan Custody Bank.
  • Contributes to regional economies by establishing new BPO centers in Tohoku and Kyushu regions.

Hidden Connections

  • transcosmos provides call centers to many major domestic telecom operators, playing a part in industry infrastructure.
  • Contributes to sports culture promotion through sponsorship of J.League clubs and professional baseball teams.
  • Broadly involved in video distribution and IT technology development through subsidiaries.
  • AI-utilizing contact center system is a proprietary technology attracting attention from other companies.
  • Strengthens comprehensive business support through collaboration with Toshiba PM and Toshiba Human Asset Services.
  • Co-produced and broadcast the information program 'Near Future Forecast Tsugikuru' with Fuji TV.
  • Jointly established limited liability business partnership amimo with Production I.G. for cross-industry collaboration.
  • SNS marketing and EC one-stop services provided through collaboration among multiple subsidiaries.

Future Outlook

Growth Drivers

  • Service efficiency through advancement of AI/automation technologies.
  • EC market expansion and increasing cross-border EC demand.
  • Increase in companies promoting digital transformation.
  • Expansion of BPO demand in global markets.
  • Increasing outsourcing demand accompanying work-style reform.
  • New service development through customer data analysis/utilization.
  • Strengthened global deployment leveraging multilingual capabilities and overseas bases.
  • Growing social interest in sustainable management.
  • New markets from communication infrastructure enhancement by 5G/IoT technologies.
  • Promotion of strategic collaborations with new business formats and partners.

Strategic Goals

  • Increase overseas sales ratio to over 40%.
  • Expand AI/digital service sales ratio to over 50%.
  • Strengthen deployment of sustainability activities across all businesses.
  • Promote talent diversity and work-friendliness across the group.
  • Expand social contribution activities in collaboration with local communities.
  • Achieve new business sales at 20% of total.
  • Establish advanced information security system.
  • Improve business process automation rate to 70%.
  • Expand global network into emerging markets.
  • Become innovation leader in customer experience business.

Business Segments

Call Centers / Customer Support

Overview
Advanced call center operations and customer communication support utilizing AI.
Competitiveness
Operational capabilities with abundant bases and skilled staff domestically and internationally
Customers
  • Telecom Companies
  • Financial Institutions
  • Retailers
  • Manufacturers
  • IT Companies
  • Logistics Companies
Products
  • Inbound/Outbound Call Centers
  • Outbound Sales
  • Customer Support Solutions
  • AI Chatbot Implementation
  • Autonomous AI Call Center Systems

BPO Services (Indirect Operations Outsourcing)

Overview
Business process outsourcing services aimed at efficiency in indirect operations such as HR and accounting.
Competitiveness
Cost optimization and quality control through global collaboration
Customers
  • Major Manufacturers
  • Distribution Companies
  • IT Companies
  • Financial Institutions
  • Government Agencies
Products
  • Payroll Outsourcing
  • Accounting Services
  • Customer Support Related Operations
  • IT Outsourcing
  • Offshore Development

Digital Marketing Support

Overview
Support for sales promotion and customer touchpoint enhancement using digital channels.
Competitiveness
Advanced marketing expertise integrating store operations and digital
Customers
  • Retail
  • Manufacturing
  • Services
  • EC Site Operators
  • Advertising Agencies
Products
  • Internet Promotion
  • Marketing Automation
  • SNS Marketing
  • Shopify EC Site Development
  • Data Analysis Services

Global Business Expansion Support

Overview
Business support and operations outsourcing services for overseas bases and local markets.
Competitiveness
Extensive overseas base network in China, ASEAN, US, etc.
Customers
  • Multinational Corporations
  • EC Operators
  • Telecom Operators
  • BPO Users
Products
  • Multilingual Call Centers
  • Overseas BPO Services
  • Localization Support
  • Global Digital Marketing
  • Local Operations Management

IT Outsourcing Services

Overview
Comprehensive contracting from IT system construction to operations for efficiency.
Competitiveness
Abundant development track record and advanced security measures
Customers
  • Large Corporate IT Departments
  • System Development Companies
  • Financial/Insurance Companies
  • Medical Institutions
Products
  • System Development/Maintenance
  • Cloud Operations Management
  • Security Solutions
  • Infrastructure Construction
  • Operations Support

Marketing Research / Analytics

Overview
Support for market understanding through data utilization and maximization of measure effectiveness.
Competitiveness
Advanced analysis using AI and integration of diverse data sources
Customers
  • Manufacturing
  • Distribution
  • Advertising Agencies
  • Services
Products
  • Consumer Surveys
  • Sales Data Analysis
  • SNS Analysis
  • Customer Trend Prediction
  • Data Integration

Logistics / Fulfillment Services

Overview
EC-specialized logistics services and efficient delivery management.
Competitiveness
EC-focused fulfillment system and flexible responsiveness
Customers
  • EC Operators
  • Retail
  • Manufacturers
Products
  • Warehouse Management
  • Logistics Outsourcing
  • Reverse Logistics (Returns)
  • Delivery Management
  • Omni-channel Logistics

Corporate BPO Services

Overview
Outsourcing to streamline corporate back-office operations.
Competitiveness
High-quality business support by staff with specialized knowledge
Customers
  • Large Corporate Accounting Departments
  • HR Departments
  • General Affairs Departments
Products
  • Accounting Outsourcing
  • Payroll Support
  • HR Management System Operations
  • Translation Services
  • Welfare Facility Operations

Social Media / Communications

Overview
Brand promotion and customer relationship enhancement services using SNS.
Competitiveness
Efficient information management with abundant track record and AI utilization
Customers
  • Advertising Agencies
  • Brand Companies
  • Retail
  • Services
Products
  • SNS Marketing Support
  • Customer Engagement Management
  • Content Creation
  • Review Analysis
  • Community Operations

Shopify EC Site Development / Operations Support

Overview
EC site construction and operations outsourcing services using Shopify.
Competitiveness
Rapid launch support and operations assistance by EC experts
Customers
  • SMEs
  • New EC Operators
  • Brand Companies
Products
  • Shopify Site Construction
  • Design Customization
  • Store Operations Support
  • Payment/Logistics Integration
  • Operations Consulting

Engineering / IT Infrastructure Services

Overview
IT infrastructure construction and operations services for companies.
Competitiveness
Advanced technical capabilities and nationwide service provision
Customers
  • Manufacturing
  • Telecom Operators
  • Government Agencies
  • Finance
Products
  • IT Infrastructure Design/Construction
  • Network Management
  • Building Infrastructure Management
  • System Monitoring
  • Cloud Services

Outsourcing Services (Including Offshore)

Overview
Global outsourcing balancing cost efficiency and quality.
Competitiveness
Network spanning Asia, US, and Europe
Customers
  • Major IT Companies
  • Manufacturing
  • Services
Products
  • Offshore Development
  • Business Process Outsourcing
  • Local Subsidiary Management
  • Multilingual Customer Support
  • QA/Test Center Operations

Competitive Advantage

Strengths

  • One of the largest call center operations in Japan
  • Wide range of service lineup
  • Global multi-site deployment
  • Advanced expertise based on abundant track record
  • Active utilization of AI/digital technologies
  • Stable financial base
  • Long-term relationships with diverse customer segments
  • Multilingual capabilities
  • Strong brand image
  • Abundant human resources

Competitive Advantages

  • Promotion of autonomous AI call center system introduction
  • Comprehensive provision of EC one-stop services
  • Overseas expansion support leveraging global subsidiary network
  • Business efficiency support through diverse BPO services
  • High customer satisfaction and reliability
  • Services integrating digital marketing and call centers
  • Integrated IT outsourcing and operations services
  • Flexible customization and solution provision
  • Social recognition through sports/cultural sponsorship activities
  • Risk management capabilities from long industry experience

Threats

  • Intensifying competition from competitors' AI/DX technology adoption
  • Overseas business risks due to global economic uncertainty
  • Intensified talent acquisition competition in labor market
  • Decreased demand from customer in-house development/automation
  • Increased compliance costs from strengthened personal data protection regulations
  • Risk of delayed adaptation to rapid technology changes
  • External shocks such as natural disasters or pandemics
  • Revenue fluctuations from exchange rate changes
  • Increased service response burden from diversifying customer needs
  • Intensified price competition with local competitors in overseas markets

Innovations

2024: Autonomous AI Call Center System Deployment

Overview
Introduced next-generation AI-utilizing call center system jointly developed by transcosmos and Mobius, advancing operational efficiency.
Impact
Over 20% improvement in operational efficiency, enhanced response quality

2023: AI Business Streamlining Collaboration with NTT Com

Overview
Collaborated with NTT Communications to jointly develop and provide AI processing simplification solutions for indirect operations.
Impact
Contributes to reduction in customer companies' indirect costs

2022: Expansion of Global Bases and Strengthening of Digital Domains

Overview
Established new overseas bases centered on China, India, and Southeast Asia, expanding services in digital marketing.
Impact
Overseas sales increased 15% year-on-year

2021: Establishment of New Domestic Indirect Operations Company with Omron

Overview
Jointly established with Omron a new company specialized in domestic indirect operations support, launching business efficiency services.
Impact
Successfully developed new corporate customer segment

2020: Opening of BPO Center Fukuoka Gofuku-cho

Overview
Opened new BPO center in Fukuoka, strengthening local bases and service supply capacity.
Impact
Enhanced local customer response capabilities, expanded service scope

Sustainability

  • Company-wide improvement of work environment and promotion of work-style reform
  • Active participation in community support activities domestically and internationally
  • Energy-saving measures and promotion of renewable energy use in offices
  • Respect for diversity and implementation of women's active participation programs
  • Advanced customer data protection and information security enhancement