Global E-Commerce
One-Stop Services
of client companies
Optimal operations which understand both local characteristics and product characteristics are
A wealth of know-how gained from experience
in providing services in each industry
We support E-Commerce business operations with services corresponding to the business strategies and brand strategies of client companies, including everything from E-Commerce Website construction and operation to fulfillment (receipt of goods, picking, packing and shipping), customer care, Web promotions and analysis.
Providing the functions required for
E-Commerce business at One-Stop
Providing services in 39 countries* worldwide including
Japan, Europe, the U.S., China and South Korea
We cover approximately 80% of the markets around the world.
* Japan, China, Korea, Hong Kong, Indonesia, Thailand, Malaysia, Philippines, Vietnam, Singapore, UAE, Brunei, the U.S., Canada, UK, Germany, France, Spain, Italy, Netherlands, Sweden, Denmark, Finland, Norway, Switzerland, Poland, Belgium, Austria, Greece, Portugal, Ireland, Romania, Hungary, Luxembourg, Bulgaria, Slovenia, Lithuania, Latvia, Estonia
What E-Commerce One-Stop Services are offered by transcosmos?
Based on the E-Commerce business strategies and brand strategies of client companies, we provide the various functions required for E-Commerce business at One-Stop, including everything from E-Commerce Website construction and operation to fulfillment (receipt of goods, picking, packing and shipping), customer care, Web promotions and analysis. All functions are optimized by making use of comprehensive information, such as product inventory information, customer information (CRM) and Website access information. We assist the “sales expansion” and “operational streamlining” of client companies as an E-Commerce business partner with operations based on experience in the field.
Administrative operations, such as packaging and shipment of products, after receiving orders from consumers, etc. In general, they include order placement, inventory management, shipment operations, invoicing, and management of client data. Research Analysis E-Commerce Site Development and Operation Web
Promotion CustomerCare
Orders Inventory Management Delivery Arrangements Fulfillment
Sales Expansion
Operational Efficiency
E-Commerce One-Stop Services
What is Fulfillment?
Sales
Expansion
Operational
Efficiency
Experience and know-how of transcosmos
×
Support in 39 countries worldwide
ASIA NORTH AMERICA
EUROPE
support is offered to expand the sales and streamline the operations of client companies
UK Germany France Spain
Italy Netherlands Sweden Denmark Finland Norway Switzerland Poland Belgium Austria Greece Portugal Ireland Romania Hungary Luxembourg Bulgaria Slovenia Lithuania Latvia Estonia
Japan China Korea Hong Kong
Indonesia Thailand Malaysia Philippines Vietnam Singapore UAE Brunei USA Canada
One-Stop Services
It is possible to develop E-Commerce business in line with the culture and characteristics
of target markets through strong partnerships in the United States, China and Korea.
2
Major E-Commerce outsourcing provider Strategic and equity partnership with "PFSweb"
KOREA
Business partnership with Korea's largest E-Commerce market "eBay"
Business partnership with China's largest E-Commerce market "TMALL"
CHINA
CHINA
Business partnership with China's major E-Commerce Fulfillment and
Logistics Company "FineEX"
USA /
EUROPE
We provide support to corporate clients' advancement to ASEAN market by partnering
with leaders of various fields from fashion, cosmetics, eBooks in the ASEAN market.
3
Thailand
ASEAN's eBook pioneer with more than 5.5 million members, "Ookbee"
Singapore
Cosmetics E-Commerce company expanding to 8 ASEAN countries,
"Luxola"
Indonesia
Indonesia's largest E-Commerce fashion website carrying more than
500 brands, "Berrybenka.com"
Wealth of experience in providing services
4
70
companies
JAPAN USA / EUROPE
companies
60
CHINAcompanies
35
Experience and know-how of transcosmos
Technology
Integrated E-Commerce Platform
Seamless Integration Store Front System Order Management System Warehouse Management System
Call Tracking System
Process
People
1
35,000
persons
A large number of registered professional staff with experience and know-how
Business Process Outsourcing Contact Center Digital Marketing
Analytics
Maintaining a track record of providing services and abundant
experience for 48 years
02
01
03
04
05
06
07
09
E-Commerce Business
Strategy and Business Planning
Internet Promotion (Retention)
Order Acceptance, Payment
Processing and Inquiry Response
Return Processing
Inquiries
After Purchase
Fulfillment
(Receipt of Goods, Picking, Packing and Shipping)
International Shipping / Warehouse Management
E-Commerce Website
Construction
Fulfillment Formulation
Customer Care (Inquiry Contact Point)
Internet Promotion (Acquisition)
Improvement and
Strategic Planning
Order
Merchandise
Shipment
Receipt of
Goods
Consumer
Distribution
Company
* Partner business08
●Market and competitive research for business plan formulation
● Designs a business scheme for brand strategy, promotion strategy and E-Commerce business operations
●Based on the business plan and operational design of the client company, constructs a logistics center, order management system and warehouse management system to receive and store merchandise from the corporate client
●Constructs an operation system for multi-channel support of inventory confirmation, return inquiries and complaints from consumers, etc.
● Constructs a CRM system to support operations
●Based on the brand strategy of the client company, creates a promotion plan and carry out promotions aimed at the acquisition of new customers based on the plan
●Implements order acceptance and payment processing based on order information from consumers
● Responds to inquiries from consumers at the time of the order
●Implements the receipt of goods, distributive processing, packing and shipping based on the shipping information
● Manages warehouse tasks with the system to ensure accuracy and improve operational efficiency
●Handles return inquiries and complaints from consumers
● Processes returned goods
●Performs integrated management of operations extending from the front E-Commerce system to the warehouse management system, and accumulate customer information, merchandise information, shipping information and inventory information
● Analyzes a variety of information to formulate and implement measures for retention from outbound through calls and the Internet, etc.
●Based on the brand strategy of the client company, constructs an E-Commerce merchandise purchase point through E-Commerce Website design and E-Commerce front system development
Consumer
Launch
Operations
Global E-Commerce One-Stop Services
Service Flow
In
teg
rat
ed E
-C
om
m
er
ce P
lat
fo
rm
Store Front System Order Management System Warehouse Management System Call Tracking SystemMerchandise Measuring Area Returned Merchandise
Storage Area
Merchandise Receiving Area
Merchandise
Shipment
Receipt of
Merchandise
Shipping Area
Customer Experience
By analyzing customer voices and behaviors through CRM data, Web access logs, social media comments, etc. and improving quality of all consumer touch points in real-time by seamless operational collaborations within One-Stop Center, we can provide the best “Customer Experience” on behalf of our clients
Real-Time Marketing
Marketing planning based on real-time analysis of data gathered at E-Commerce One-Stop Center, such as - order information, Web access logs, CRM data and inventory information; and real-time adjustments through shorter PDCA cycles of execution and optimization across multiple communication channels and customer touch points; will maximize the marketing effectiveness.
Operational Excellence
Aggregation of all E-Commerce related operational functions into One-Stop Center enables seamless communication across our operations to improve “Operational Excellence” We can better help our clients aiming to grow business and expand sales revenues in this
dynamically changing market with “Real-Time Marketing” execution - more efficient sales &
marketing and speedy operational improvements reflecting consumers’ view-points, thus
maximizing opportunity for our clients’ to provide the best “Customer Experience”
Advantages of the One-Stop Center
E-Commerce One-Stop Center
E-Commerce One-Stop Center
∼All E-Commerce Related Operational Functions Centered at One Facility∼
Research and Analysis Area
● Our Analyst will design the retention and cross-sell /
up-sell plans which are necessary to expand the client’s business through visualization of the issues and solutions
Web Promotion Area
● Provides promotion planning through deep
understanding of client’s products and brand strategy
● Executes day-to-day acquisition and retention
programs
● Optimize order taking operations through
our inventory management
Customer Care Area
● Manage inquiries, complaints, inventory
check and return requests from the customers through multi-channel contact points (e.g. phone, email, social media)
Photo Shooting Area
● Product photos without lead time
● Flexible approach to show the product’s appeal
by utilizing live models and photo shoot with the Website design and concept in consideration
● Design and develop E-Commerce site
based on clients’ brand strategy
● Day-to-day operation of updating product
information and content
E-Commerce Site Development
and Operation Area
Order Taking and Inventory
Management Area
Receipt of
Merchandise
Merchandise
Shipment
E-Commerce Fulfillment Center
∼From Merchandise Receipt to Picking, Shipping, Returns and Gif Wrapping∼
Global E-Commerce One-Stop Services
E-Commerce Fulfillment Center
Advantages of the Fulfillment Center
It supports efficient warehouse business operations by seamlessly linking the order management and warehouse management systems, thereby enabling comprehensive “total optimization” of information, including merchandise inventory and inbound / outbound shipping information within the warehouse, E-Commerce Website access and campaign response.
The total operation area of PFSweb,Inc.
in the U.S. including warehouses and distribution centers is
about
4.1
times the size of the Tokyo Dome!
Thorough warehouse security
● High-valued merchandise can be stored inside a locked security
fence within the warehouse center
Fulfillment business operations based
on the brand strategy of client companies
● Ensures high quality operation of warehouse business processes,including receiving, sorting, storing, picking, packing and shipping based on operation results with leading brands
● Responds flexibly to client company's brand requirements with
value-added services for distribution processing (gift wrapping, enclosing message cards, etc.)
Order management system /warehouse management system
links to the E-Commerce platform
● Warehouse management and order management systems are integrated to enable efficient operations ● In addition to the standard system, customization to meet client company's requests are also possible
Merchandise Sorting and Storage Area
Merchandise Measuring Area Returned Merchandise
Storage Area
Picking and Packing Area
Gift Processing Area
Shipping Area
Merchandise Receiving Area
Consumer-based Marketing Plan
01
Data analytics in real-time
Maximize marketing effectiveness by linking data, including customer, purchase, inventory information and Web browsing history, to perform data analytics for marketing plan preparation in real-time with shortened lead times
02
Design and implementation of a unified
marketing plan
Formulate marketing measures that are personalized for each target which run continuously with speedy operation and implementation at one center, rather than the marketing measures that have been implemented separately up until now
03
Client
Attributes ContactHistory Web BrowsingHistory Response HistoryCampaign
Company A Company B Client Company E-Commerce Site
CRM
Starting Point
Company C
Free of Charge Liberalized Purchase HistoryData
Analytics
CRM Planning
WrappingOutbound E-mail Web On-demand
Printer Internet Promotion DM / Catalog SNS
Channel Control
自由リンク
Free Link
Media
Control
E-Commerce One-Stop Center Kitakashiwa
E-Commerce Site Development and Operation Area
Customer Care Area Photo Shooting Area
Order Taking and Inventory Management Area Research and Analysis Area
Web Promotion Area
Receipt of Merchandise Shipping Area Merchandise Measuring Area Returned Merchandise Storage Area
Merchandise Receiving Area
Merchandise Shipment
For Japanese Markets
● With the transition to a free-of-charge and liberalized E-Commerce
marketplace, a CRM strategy based on our own E-Commerce site is the most important issue
● In an E-Commerce market moving to open data, maximize acquisition
and retention optimized by multiple channels
E-Commerce One-Stop Services
for the Japanese Market
Data Integration from multiple channels
In order to analyze the relationship between products and customers and to understand the rapidly changing consumer environment, accumulate useful mass data from multiple channels through an integrative system and to maximize the scope of application
Optimal Operation of the
E-Commerce Marketplace
Existing Consumers
New Consumers
Improve customer experience based on a consumer-focused marketing strategy, which realizes an approach over a wide range of consumer touch points and fosters awareness of new value with an appeal for hospitality as well
Improved customer experience with a
consumer-based marketing approach
04
transcosmos eCommerce HUB is an integrated E-Commerce Platform that is filled with over 48 years of
IT outsourcing operational excellence.
Links in real-time by integrating all systems required for E-Commerce business.
Moreover, by closely integrating logistics, payment, advertising and all other essential services, we can
respond flexibly to our clients' diverse needs.
Key Features
Correspondence to Consumption Tax Increase / Combine Shipment of Products / Automatic Setting of Salable Quantity / Order Status Management / Order Filtering / Multi Store Operation Management / Management of Reservation and Awaiting Shipments / Payment Management / Sales Inventory Control / Inventory Reservation / Return Products Data Management / Set Products Management / Reserved Products Management
Our Business Process Outsourcing Services ranked 1st place 3 years in a row for the Asian region. We applied that exceptional order management operation know-how to the system to realize efficiency and expedite operations.
Moreover by integrating with both domestic and foreign E-Commerce mall systems, automation of inventory reservation and order data fetch becomes possible.
Order Management System
Reflected the Best Business Process Outsourcing
Knowledge in Asia
Key Features
Customer Management / Inquiry Management / Operator Administration / FAQ Management / Escalation Management / Campaign Information / Response Template Management
We adopted the best call tracking system that supports Asia's largest contact center operation, boasting 20,580 seats worldwide, and supporting 23 languages. We provide superior customer support regardless of the size of the E-Commerce website or business type or field.
Call Tracking System
Implemented the No.1 Contact Center System in Asia
Key Features
Inventory Count Management / Shipment Management / Equipment Management / Order Administration / Stock Management / Single and Multiple Picking Duty / System Management of Multiple Distribution Companies / Integrated Delivery Slip / Report Generation for Various Operations / Multiple Warehouse Management / Location Management / Multiple Contractors Management / Warehouse Operation Management
Warehouse Management System that pursued efficiency and accuracy based on our abundant experience in our domestic and foreign operations.
By linking with handy terminal system it becomes possible to understand the status of receipt and shipment of goods, inventory of multiple stores, location of the product within the warehouse, significantly reducing the time and cost required for inventory adjustment of multiple stores and reducing loss of sales opportunities.
Warehouse Management System
Realized a Strategic Inventory Management Based on Past Achievements
Key Features
Product Search / Product Presentation / Orders / My Page / Content Display / Basic Information Setting / Product Management / Member Management / Email Subscription Management / Content Management / Inquiry Management / User Management / Periodical Purchases / Reserved Purchases / Payment System Integration
Developed a specialized E-Commerce component equipped with rich features by utilizing the know-how achieved from abundant experience of constructing over 1,200 websites total.
In addition, marketing communication based on data can be achieved by integrating marketing automation engine.
Usability and Features Optimized
for E-Commerce Come Standard
Store Front System
Integrated E-Commerce Platform
transcosmos eCommerce HUB
Integration of Omni-Channel Marketing Engine Integration of Email Marketing Engine Integration of Payment System Cooperation with Domestic and Foreign E-Commerce Malls
System Linkage with Domestic and Foreign Distribution Companies
Japan Post Yamato Transport
Key Features
Customer Analysis / Product Analysis / Campaign Effect Verification / Report Viewing and Output / Scenario Setting / Schedule Management and Automation / Campaign Control / E-mail Template Preparation and Management / E-mail Delivery and Measuring the Results / Delivery List Consolidation / Log Collection, Output and Data Storage
In addition to the variety of analysis functions and campaign management function, mail delivery function and access log collection function have been installed. Through collaboration with the store-front system, client data can easily be accessed as well. transcosmos supports “speed” and “implementation” of retention marketing in PDCA cycle.
Optimization of Client Development Process by
Utilizing Data and Systems
Marketing Automation
System
Key Features
Electronic Order Function (Entry Format) / Identity Verification Function / Data Forwarding Function / Order Information Search Function / Order Information Introduction Function
When placing an order at a store, the applicant could enter his/her data by hand directly onto a tablet device, which the information will then be seamlessly integrated into the system, resulting in an efficient data processing. The process from the order to product delivery is made more efficient, reducing the lead time. By promoting paperless processing, risks of losing personal data is reduced, and at the same time, cost reduction can be achieved due to termination of the traditional paper contracts.
Reduces the Lead Time Required for Order Processing
to Product Shipment by Effectively Using Tablets
Digital Apply System
Key Features
Process Management / Multi-Channel Coordination Function / Multi-System Coordination Function / Manager Monitoring Function
By managing the E-Commerce business flow over multi-channels uniformly, each step of the business is visualized for clear understanding of the progress. Business management workload which was complicated due to coordinated management by multiple departments has drastically lightened. In addition, since business condition can accurately be assessed immediately, high-quality results will become possible.
Visualizes Each Step of the Business Process in
E-Commerce Business Flow to Understand the Progress
Process Management
System
導入事例
Chinese Market
Advantages of providing services rooted
in the local Chinese environment
● Support construction and operation of different platforms,
and independent E-Commerce Website, including our strategic partner TMALL
● Developed a multi-channel support system, “transECS”
which provides the systems required for E-Commerce Website operation at One-Stop
● Enables stable operations at an early stage for client company's
E-Commerce business start-ups from the accumulation of our extensive business experience and know-how in China
Korean Market
Advantages of providing servicesrooted in the local Korean environment
● We constructed a system for enhancement of E-Commerce One-Stop services by acquiring Interpark CS, where they have expanded
contact center business of the major Korean online shopping mall "Interpark”.
● We started an overseas export support business in cooperation with Korea’s largest online shopping mall “Gmarket (eBay group)” Answer Delivery Subcontracting Report Improvement Proposal B A N D A I ( S H ENZ H EN ) C u sto m er (C hin es e M ar ke t)
transcosmos Chinese Outpost Promotion Planning
and Execution E-Commerce Business
Planning Support
Marketing Analysis Web Design, Development, Operation
Contact Center Operation Chat Operation
Delivery Warehouse Operation
Order
BANDAI (SHENZHEN)'s TMALL E-Commerce Site
Inquiry
Order information Order Information
E-Commerce Site Development and OperationE-Commerce Site Development and Operation
BANDAI (SHENZHEN)
transcosmos Korea inaugurates the "Cecile Online Shop" E-Commerce site for the Korean market
For the U.S. and European Markets
For Chinese and South
Korean Markets
PC http://www.cecileonline.kr/ Mobile http://m.cecileonline.kr [Cecile Online Shop]
Consumer Consumer
Operations
Launch
E-Commerce Website Construction InternetPromotion Customer Care Fulfillment Merchandise
Shipment
*Distribution Company ● Supported all areas from design and construction of
E-Commerce Websites to promotion and shipping at One-Stop
● Achieved 150% growth of monthly sales for three consecutive
months after launch
We provide support to corporate clients' advancement to ASEAN market by partnering with leaders of various fields from fashion, cosmetics, eBooks in the ASEAN market.
Accelerating E-Commerce One-Stop Service in the ASEAN Market
E-Commerce One-Stop Services
for the U.S. and European Market
In May of 2013 transcosmos formed a business alliance with PFSweb, Inc. , one of the leaders in Europe and the U.S. for providing E-Commerce One-Stop outsourcing services, thereby constructing a system that can offer even stronger support for the E-Commerce businesses of our client companies.
Service Features
Providing services to client companies including leading brands of the Fortune 500 and Global 1000 in the U.S. and Europe.
Also boasting a large number of accomplishments focusing on areas such as apparel, health and beauty, consumer goods, food and everyday sundries.
Main achievements
in the U.S. and Europe
E-Commerce One-Stop solutions tailored to the culture and characteristics of target markets
In overseas E-Commerce development, differences in culture and business practices require extensive time and effort, but by cooperating with PFSweb, Inc. as a leader, and other companies that have substantial experience and achievements in the local field, sales and operational efficiency can be expected to increase at an early stage.
Covering the U.S., Canada and all of Europe with support in 7 languages
PFSweb, Inc. has 10 business centers around the world (USA, Canada, Belgium, Philippines), and including their contact center and fulfillment center, its total business operation area totals to approximately 4.1 times that of the Tokyo Dome.
At their fulfillment center, they are able to handle everything from gift wrapping of high-valued items to the bundling of free samples and appropriate quality control (food management, temperature control, etc.).
●Standard adoption of
SaaS-based Demandware with a
strong reputation in Europe and the U.S.
●Implementing
development, construction and operation in accordance with the client company's systems ●Implementation and operation including effectiveness measurement of online advertising, mail marketing and Website analysis, etc.
●Collaboration with
leading American technology partners with know-how in the U.S. ●Efficient operation can be realized by central managing complex digital assets, such as merchandise information and catalog photos ●Construction of an “Omni-Channel” system capable of comprehensive management ranging from construction of an order management system in the warehouse, to receipt of goods in stores, shipment from the stores and store inventory management
●Covering all of
Europe and the U.S. with six distribution facilities in the U.S. (Tennessee, Mississippi) and Belgium ●Handles everything from merchandise receiving to picking, shipping, return processing, gift wrapping and enclosing message cards
●Support via e-mail and
chat are also possible
●Flexible response to
peak periods when E-Commerce orders increase rapidly, such as Christmas shopping season
●Support in 7
languages (English, French, German, Italian, Spanish, Portuguese, Dutch) E-Commerce Platform Website Operation Merchandise Information Management
Order and Inventory
Management System Fulfillment
Digital
Marketing Customer Care
In addition to major Japanese brand companies, we are also providing services to European, American and Chinese brand companies. Possesses a large number of achievements in various areas with a focus on apparel, consumer goods and toys.
Main achievements in the Chinese
Business partnership with cosmetics E-Commerce company expanding to 8 ASEAN countries, "Luxola"
Business partnership with Indonesia's largest E-Commerce fashion website carrying more than 500 brands, "Berrybenka.com"
Indonesia Singapore
Successfully acquires over 10,000 new embers each day.
Business partnership with ASEAN's eBook ioneer with more than 5.5 million members, "Ookbee"
Thailand
Case Study
Case example of a store launch support for
China's largest E-Commerce mall, “TMALL”
● transcosmos Korea will handle general business operations for
the "Cecile Online Shop" at One-Stop, ranging from the construction and operation of this E-Commerce site to functions such as marketing to attract customers, customer support and order acceptance at contact centers, and fulfillment operations including purchasing, inventory control and delivery.
● The "Cecile Online Shop" is aiming for sales of 10 billion won
(about 900 million yen) three years from now in fiscal year 2016.
* Subcontractors / Associated CHINA Beijing * Shanghai (2 locations) Guangzhou * Shenzhen * KOREA Seoul (2 locations) Pusan * USA
New York (State of New York) Chicago (State of Illinois) *
Philadelphia (Commonwealth of Pennsylvania) * St. Louis (State of Missouri) *
San Francisco (State of California) * San Diego (State of California) * Silicon Valley
(Business Development / State of California)
E-Commerce One-Stop Center
Contact Center Digital Marketing CHINA Beijing Center Shanghai Center 2 North America Ontario Center * Allen (State of Texas) *
Memphis Center (State of Tennessee) * Southaven Center
(2 locations / State of Mississippi) * Grapevine Center (State of Texas) * Dallas Center (State of Texas) * EUROPE / ASEAN
Liege Center (2 locations / Belgium) * Manila Center (Philippines) *
KOREA Jongro Center Nonhyun Center Guro Center Guro CS Center Kwanak CRM Center Kwanak Financial Center Jamsil Center Pusan Center
Songnam Center (Direct Mail) USA
Los Angeles Center (State of California) EUROPE / ASEAN
Budapest Center (Hungary) * Debrecen Center (Hungary) * Bletchley Center (UK) * Jakarta Center (Indonesia) Hanoi Center (Vietnam)
Manila Center (2 locations / Philippines) *
EUROPE / ASEAN Paris (France) * Beograd (Serbia) * Global City (Philippines) * Singapore (Singapore) *
58
sites (14 countries)Systems Development Center
CHINA Shenyang Center Tianjin Center Suzhou Center Guangzhou Center Shenzhen Center
E-Commerce Fulfillment Center
CHINA Shanghai Center * Huzhou Center * Hangzhou Center * Guangzhou Center *
UK
BELGIUM
FRANCE
Bletchley Paris Budapest Debrecen Liege BeogradHUNGARY
SINGAPORE
SERBIA
Vietnam
INDONESIA
CHINA
KOREA
JAPAN
PHILIPPINES
Dalian Beijing Tianjin Benxi Shenyang Seoul Seongnam Qingdao Guangzhou Suzhou ShanghaiHangzhouHuzhou Pusan Shibuya Manila Shenzhen Singapore Jakarta Hanoi
THAILAND
BangkokUSA
CANADA
New York Los Angeles San Diego Grapevine Dallas AllenSouthaven Philadelphia Ontario Chicago Memphis St. Louis Silicon Valley San FranciscoMain Office / 3-25-18, Shibuya, Shibuya-ku, Tokyo 150-8530 Japan
Osaka Head Office / Meiji Yasuda Life Osaka Umeda Bldg. 3-3-20 Umeda, Kita-ku, Osaka-shi,Osaka, 530-0001 Japan TEL.81-3-4363-1111TEL.81-6-6457-1600
www.trans-cosmos.co.jp
0120-120-364
9:00∼18:00 (Except Sat, Sun)* We provide a multitude of various other services. If you have any questions or comments, please feel free to contact us at any time.
