Japan PC Service Co., Ltd. has developed the new on-site computer repair service market in its own inimitable way, carving out a unique position for itself. The company has produced good business results by aiming to create the image of Japan PC Service as the solution provider for any network or ICT equipment problem, and its successes include an initial public offering in 2014. Remaining attuned to customer demand, the company now also markets solar power equipment, storage batteries, and Home Energy Management Systems (HEMS), and continues to expand its range of support and the types of products it handles. In addition, Japan PC Service has started to develop business in Asia by gaining a foothold in Singapore: a start which looks set to rapidly grow. We talked with Japan PC Service Co., Ltd. CEO Nobuyuki Ieki about the reasons for the company’s growth and strategies for future growth.
―Please describe your business for us.
Japan PC Service Co., Ltd. provides setup, repair, and troubleshooting support for all types of devices connected to home based networks. Our main service is our “Rush Support” where we tend to customer needs on-site.
We have 240 directly managed and affiliated store locations throughout Japan. In addition to receiving service requests directly from individual customers and small-to-midsize companies with around 10 employees, we provide services through 400 companies, including computer manufacturers, electronics retail stores, and software manufacturers, that we partner with. In addition to computers, our service primarily centers on peripheral devices (printers, digital cameras, etc.) and network devices (routers, etc.). However, we also provide service for smartphones, tablets, digital appliances, and game consoles.
In 2015, we started expanding our business to include servicing for solar power systems, storage batteries, and various home energy management systems, such as HEMS. Our earnings forecast for 2015 was2.6 billion yen, yet actual earnings were 2.7 billion, which exceeded our predictions. This is attributed to additional earnings gained through solar panel, storage battery, and HEMS sales started in January 2015 in anticipation of electric power deregulation which is to occur in 2016. Although it is a new business created from customer demand, business results have been more favorable than expected.
―How do you analyze the reasons for your company’s continued growth?
I think the main factor behind our growth is the fact that all of our employees continue to improve service by taking the customer’s perspective. Our company basically never turns down a customer request. In addition, we ask our customers to complete a survey by which we get feedback by way of opinions and complaints. All our employees respond by thinking about measures for dealing with each and every area of concern and suggesting improvements that can be made. Protocols created based on the feedback we received from customers include spreading out a protective carpet to prevent damage to flooring before we put our bags down, or, when providing on-site services at private residences, opening a package of disposable slippers and putting them on in front of the customer. Steady efforts like these to build trustful relationships with each of our customers have resulted in customers approaching us about other types of product purchases, including solar panels. This has resulted in an increase in the average amount earned from one customer and an increase in repeat customers.
―How is service continually improved when all employees take the perspective of the customer?
The main reason for the continual improvement of service after 14 years in business is that the company is built on a foundation of putting the customer fi rst. When new employeesjoin the company, this mindset naturally rubs off on them by their being exposed to our corporate culture, and all employees are able to take on the customer’s perspective in an unforced way.
In the past before we had laid this kind of foundation, we placed great importance on recruitment criteria. Rather than skills, it was more important to us that a new candidate for employment had a personality capable of catering to customer needs, and we created a system where we thoroughly trained successful candidates in the skills required for the job.