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OVERVIEW OF OPERATIONS
The solutions & services business provides solutions and
services leveraging know-how and technologies amassed
through our work in offering business systems to custom-
ers in such industries as fi nance, government agencies,
transportation, retail, and manufacturing.
The solutions business enables higher level performance
and more effi ciency by integrating systems from the store
front to the back offi ce via integrated CRM*1 solutions.
Moreover, we maximize customer experience and satisfac-
tion through the integration of the customer data streams
companies hold and the other various information. Our bank
branch systems and centered-administrative systems for
fi nancial institutions contribute to the streamlining of their
sales branch operations. In addition, we also excel in per-
sonnel and salary payment systems for government agen-
cies, ticket reservation and issuing systems for the travel
and transportation industries, and business systems for the
manufacturing sector.
In the services business, we offer system integration, IT
infrastructure and administrative services necessary for sys-
tem construction and operation through a managed cloud. We
are developing services provided by “EXaaS”, such as LCM*2
services that help manage business terminals such as ATMs
from introduction planning to asset management to opera-
tional support, BPO*3 services where some operations are
conducted on behalf of our customers, and other services.
In the maintenance business, we fully use one of the
industry’s broadest service networks across the country in
providing high- and uniform-quality maintenance services to
all customers around Japan. Furthermore, we are expand-
ing multi-vendor maintenance in new fi elds, such as medi-
cal and energy, among others.
*1 CRM: Customer Relationship Management
*2 LCM: Life Cycle Management
*3 BPO: Business Process Outsourcing
SOLUTIONS & SERVICES
We deliver solutions and services addressing various issues of our cus-
tomers by leveraging our amassed know-how in business systems.
Through the provision of integrated CRM solutions that combine
BPO services, LCM services, and dedicated terminals like ATMs or
bank branch systems, etc., areas where we excel, we are enabling
the maximization of customer lifetime value.
We established Kansai ATM Service Center to bolster our ATM LCM
service in western Japan. In addition to ATM monitoring systems,
the new center also facilitates business continuity planning (BCP)
through duplication of operational support functions in both eastern
and western Japan.
Maximizing Customer Lifetime Value via
OKI-proposed Integrated CRM Solutions Established Kansai ATM Service Center
On-premise Cloud-based LCM BPO
SNS
Blogs
Web
Marketing &
Promotion Sales Customer Service
Workforce
eCRM SFA Store
front
Contact
center
Workforce
management
Back office systems
12 Annual Report 2015