©2018 BELLSYSTEM24, Inc. (0525)

Corporate Profile

“CRM Solutions and System Design/De-velopment and System Operation/Main- tenance Related to Those Services”

Far beyond expectations

Delivering quality that impresses

BELLSYSTEM24 blends industry-leading business scale, over 30 years of

experience, and the latest and greatest advancements for providing quality

that goes far beyond expectations to leave clients and customers moved.

MESSAGE FROM MANAGEMENT

In 1982, BELLSYSTEM24, Inc. launched its first full-fledged call center

outsourcing service, and for over three decades, we have combined our

ability to engage in dialogue with consumers with supporting

technologies, thoroughly refining these strengths and creating a

standard model for CRM in the contact center industry.

As is widely known, interpersonal communication has continued to

undergo dramatic changes through various Internet-based services and

the evolution of associated devices, and these advances have pervaded

society and our everyday lives. Moreover, these changes are predicted to

be further spurred on by the latest research into the Internet of

Everything (IoE), artificial intelligence (AI), and so on. Communication

linking our client companies with their consumers is itself no exception,

and as the point of contact for these interactions, contact center

services will increasingly evolve and deepen in a manner that links them

with various technologies and a diverse range of solutions to become an

even more indispensable part of corporate activities and in every aspect

of our lives.

Our strengths lie in several areas: our size, based on Japan's largest

network of in-house contact centers; our experience and expertise,

gained from a track record of administering contact center operations

across a wide range of industries; and our seamless integration, which

reflects proactive efforts to utilize the latest technologies. What's more,

we are not just outsourcers –as partners who tackle management issues

from the same perspective as our client companies and put proposals for

improvement into action, we are able to offer “new CRM” and “true CRM”

that is unencumbered by conventional approaches to contact centers.

Moving forward, we will continue to treat the changing times as

opportunities, evolving in step with client companies as we make even

greater efforts to forge new value.

Ichiro Tsuge

President

BELLSYSTEM24, Inc.

1982 16,300 3,007 2,703 26,250

OUR VARUE

OUR VALUE

The know-how we have developed as a call center outsourcing leader for over 30 years supports

the wide range of services and solutions that BELLSYSTEM24 provides.

Established in Business scale of

seats

active projects Awards from clients

staff delivering impressive results

As of 1 February. 2017

KNOW-HOW

Knowledge accumulated

over more than 30 years Polished exection ability Global Standards

Utilizing reference cases and KPI obtained

through projects to address diverse client

needs and issues, we show the ability to

provide an effective solution in any kind of

case.

Based on COPC, we have developed a

proprietary operation management system,

OPM. It drives a PDCA cycle through 62

evaluation items, ensuring a high quality

service.

Incorporating performance-driven global

approaches at an early stage, and

blending new personnel, processes, and

technologies with existing assets, we

deliver operations that deliver real results.

INFRASTRUCTURE

16,300 seats at 32business sites The largest CRM cloud platform in Japan

Achieving superior productivity, flexibility, and quality through

the use of BellCloud®, the largest cloud platform of its kind in Japan,

which integrates our 31 call centers throughout Japan into a

centralized platform.

SOLUTION

SOLUTIONS

Surpassing customer expectations to offer experiences which create deeply positive impressions,

BELLSYSTEM24 provides numerous solutions and services which

leverage the know-how and advanced technologies that we have developed.

OMNI-CHANNEL CONSULTING & ANALYSIS

CRM TECHNOLOGY

BUSINESS PROCESS

OUTSOURCING

CALL CENTER SOLUTION

Bell Standard

CX

Differences between Bell Standard CX - the new standard in call center construction

and operation that BELLSYSTEM24 provides - and previous call centers.

Previous call centers Bell Standard CX

Mission Customer support Customer experience

Internal positioning Cost center Profit center

Operating concept Cost conscious Performance oriented

Most important KPI Productivity indicators (AHT / CPH etc.) Performance indicators (C-SAT / NPS® etc.)

Personnel requirements Generalists Specialists

Staff structure All work is aggregated to supervisors Supervisors focus on management work

(highly-specialized support desks)

Supervisor management efficiency Inefficient SOC (1:5) Efficient SOC (1:15)

Performance Erratic results / individual variation Scientific results / high reproducibility

Contracts with outsourcers FTE contract for number seats / time Hybrid with performance and FTE

Positioning of outsourcers Outsourcing vendors Business partners

・BellCloud for OmniChannel

・Chat support solutions

・Services using LINE

Web-based customer interaction

・Call center consulting

・Knowledge Management

・Call center NPS® surveys

・VOC analysis

・BellCloud®

・BellCloud® VOC

・BellCloud® for OmniChannel

・BellCloud AI for Webself

・BellCloud AI for SNS

・BellCloud AI for IVR

・Salesforce Service Cloud

・FastHelp5

・OKBIZ ・Sales BPO solutions

Overseas Group Company

Business Partner

OVERSEAS EXPANSION 海外グループ企業 および 提携企業

OVERSEAS EXPANSION

BELLSYSTEM24 HOASAO Inc. (Vietnam)

HANKOOK Co. (Republic of Korea)

Established: July 21st, 2006

Headquarters: Hanoi City, Vietnam

Locations: 10, located in Hanoi, Ho Chi Minh, and 8 other areas

Business: Outsourcing and consulting services relating to CRM solutions, as well as off-shore services for Japan, etc

Website: https://hoasao.vn/

Established: July, 1991

Headquarters: Seoul City, Korea

Locations: 6, in Seoul and surrounding areas

Business: Call center business, infrastructure setup services, system equipment sales

Website: http://www.mpc.co.kr/

BUSINESS SITES

BUSINESS SITES

Asahikawa SC

Hokkaido Office

Sapporo SC 1

Sapporo SC 2

Sapporo SC 3

Sapporo SC 4

Tohoku Office

Sendai SC1

Sendai SC2

Saitama SC

Nakano SC

Ikebukuro SC1

Head Office (Harumi Island Triton Square Office Tower Y) 8-11 Harumi 1-chome, Chuo-ku, Tokyo 104-6113 Japan

Kawasaki SC

Minato Mirai SC

Kohoku SO

Chugoku Office

Hiroshima SC 1

Hiroshima SC 2

Hiroshima SC 3

Takamatsu SC

Kobe SC

Kansai Office

Osaka SC

Chubu Office

Nagoya SC

Kanazawa SC

Matsue SC

Kyushu Office

Fukuoka SC 1

Fukuoka SC 2

Fukuoka SC 3

Fukuoka SC 4

Fukuoka SC 5

Noborikawa SC

Okinawa SC 1

Okinawa SC 2

Toyosaki SC

* SC: Solution Center * SO: Small Office

Kohoku SO Kobe SC Minato Mirai SC Asahikawa SC

0

Ikebukuro SC2

COMPANY OVERVIEW

COMPANY OVERVIEW

Corporate Name BELLSYSTEM24, Inc.

Headquarter (Harumi Island Triton Square Office Tower Y) 8-11 Harumi 1-chome, Chuo-ku, Tokyo

Businesses Provision of outsourcing services, technology services, and consulting services concerning CRM solutions

Established September 20, 1982

Capital ¥100 Million

Number of Associates

1,029 employees

Number of CSR 26,093

(As of February, 2018)

Corporate

Executive Officers

Representative Director, President, CEO

Corporate Officer EVP

Corporate Officer EVP

Corporate Officer EVP

Corporate Officer SVP

Corporate Officer SVP

Corporate Officer

Corporate Officer

Corporate Officer

Corporate Officer

Ichiro Tsuge

Takehiko Go

Hidenori Hasebe

Kimito Matsunaga

Akihiko Kanazawa

Masayuki Tada

Kenichi Ooya

Satoru Ishii

Naoki Tachikake

Junpei Yokota

Corporate HP https://www.bell24.co.jp/en

COMPANY OVERVIEW

COMPANY OVERVIEW

Trade Name BELLSYSTEM24 Holdings, Inc.

Head Office (Harumi Island Triton Square Office Tower Y) 8-11 Harumi 1-chome, Chuo-ku, Tokyo

Businesses Formulation of the group's strategies, overall control of group companies, optimal distribution

of the group's management resources

Capital ¥26,969 Million

Number of Employees 168employees (As of February, 2018)

Banking relations Mizuho Bank, Ltd., The Bank of Tokyo-Mitsubishi UFJ, Ltd., Sumitomo Mitsui Banking Corporation

Executives

Representative Director, President, CEO

Director, Corporate Officer EVP

Director, Corporate Officer

Director, Corporate Officer

Outside Director

Outside Director

Outside Director

Outside Director

Outside Director

Corporate Auditor

Outside Corporate Auditor

Outside Corporate Auditor

Corporate Officer SVP

Corporate Officer, CIO

Corporate Officer

Corporate Officer, CFO

Corporate Officer

Ichiro Tsuge

Noriyuki Hayata

Ichizo Matsumura

Akihiko Kanazawa

Kiyoshi Imagawa

Takuya Yamaguchi

Nobuya Ishizaka

Aki Tsurumaki

Makiko Takahashi

Satoko Hamaguchi

Kazunori Watanabe

Kenichi Kijima

Hidenori Hasebe

Yasuhiro Matsuda

Toyohisa Tsuji

Keita Amano

Shinsuke Kageyama

GROUP COMPANIES

GROUP COMPANIES

CTC First Contact Corporation BPO service based on IT/ manual preparation/ education and

training service.

http://www.firstcontact.co.jp/

Bl Medical, Inc. Contract MR dispatch/ Contract Sales Organization (CSO),

Contract Research Organization (CRO) supporting the

development of pharmaceuticals and medical equipment,

contact center administration in the medical and health fields

http://www.bi-medical.co.jp/

BELL24-Cell Product, Inc A site management organization (SMO) that supports medical

equipment; offers comprehensive support in clinical trials of

food,cosmetics, and other products

http://www.cellpro.jp/

POCKE, INC. Planning, production, sales, and service operation of a range

of content using the Internet, etc.

http://www.pocke.co.jp/

BELL SOLEIL INC. A special subsidiary aimed at increasing employment of

human resources with disabilities

Bellsystem24-Hoa Sao

Outsourcing and consulting services for CRM solutions in

Vietnam as well as offshore services for Japan, etc.

https://hoasao.vn/

BELLSYSTEM24 Group

Domestic

BELLSYSTEM24, Inc.

Bl Medical , Inc.

BELL24-Cell Product, Inc.

POCKE INC.

BELL SOLEIL INC.

CTC First Contact Corporation

BELLSYSTEM24 HOASAO

BELLSYSTEM24 Holdings, Inc.

Overseas