sites (13 countries) global e-commerce one-stop...

Global E-Commerce One-Stop Services

Providing the functions required for E-Commerce business at One-Stop in line with the business and brand strategies of client companies

Optimal operations which understand both local characteristics and product characteristics are achieved based on know-how accumulated through experience in providing services to leading brand companies in each industry.

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

* 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

Call Center

Digital Marketing

CHINA

Shanghai Center 1

CHINA

Beijing CenterShanghai Center 2Beijing Center (Business Development)

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 CenterNonhyun CenterSeocho CenterGuro CenterGuro CS CenterKwanak CRM CenterKwanak Financial CenterPusan CenterSongnam Center (Direct Mail)

USA

Los Angeles Center (USA)

EUROPE / ASEAN

Budapest Center (Hungary) *Debrecen Center (Hungary) *Buckingham Center (UK) *Jakarta Center (Indonesia)Manila Center (Philippines) *

EUROPE / ASEAN

Paris (France) *Beograd (Serbia) *Manila (Philippines) *Singapore (Singapore) *

transcosmos global service network

Providing services in 31 countries* worldwide including Japan, Europe, the U.S., China and South KoreaWe cover approximately 80% of the markets around the world.* Japan, China, Korea, Indonesia, 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

58sites (13 countries)

Systems Development Center

CHINA / JAPAN

Shenyang CenterTianjin Center

Suzhou CenterGuangzhou CenterShenzhen CenterShibuya Center (Japan)

E-Commerce Fulfillment Center

CHINA

Shanghai Center *Huzhou Center *Hangzhou Center *Guangzhou Center *

UK BELGIUM

FRANCE

Buckingham

ParisBudapest Debrecen

Liege

Beograd

HUNGARY

SINGAPORE

SERBIA

THAILAND

INDONESIA

CHINA

KOREAJAPAN

PHILIPPINES

DalianBeijing

Tianjin

BenxiShenyang

Seoul

SeongnamQingdao

Guangzhou

SuzhouShanghai

HangzhouHuzhou Pusan Shibuya

ManilaShenzhenSingapore

Jakarta

Bangkok

USA

CANADA

New York

Los AngelesSan Diego

Grapevine DallasAllenSouthaven

Philadelphia

OntarioChicago

MemphisSt. Louis

Silicon ValleySan Francisco

GlobalServices

TEL. 1-844-630-2224transcosmos inc.Main Office / 879 West 190th Street, Suite 1050, Gardena, CA 90248 Mountain View Office / 444 Castro Street, Suite 700, Mountain View, CA 94041 TEL. 1-650-428-2000www.transcosmos.com

1-844-630-2224 9:00am～6:00pm PST (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.* For details on service pricing, please contact any of our sales representatives. * transcosmos is a trademark or registered trademark used by transcosmos inc. as well as in other countries.* In addition, the company names and products services listed in this brochure is trademark or registered trademark of each compnay.

For Inquiries on Services

transcosmos is a "Privacy Mark"

certified company

2014.04-01

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 managementof client data.

Research /Analysis

E-Commerce SiteDevelopment and

OperationWeb

PromotionCustomer

CareOrders /

InventoryManagement

Fulfillment

Sales Expansion Operational Efficiency

E-Commerce One-Stop Services

What is Fulfillment?

SalesExpansion

OperationalEfficiency

Experience and know-how of transcosmos×

Support in 31 countries worldwide

ASIANORTH

AMERICAEUROPE

Japan China Korea Indonesia

USA Canada

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One-Stop Services are provided not only in Japan, but also for corporate clients who want to expand E-Commerce business in Europe, the U.S., China and South Korea, where support is offered to expand the sales and streamline the operations of client companies

UK Germany France SpainItaly Netherlands Sweden DenmarkFinland Norway Switzerland PolandBelgium Austria Greece PortugalIreland Romania Hungary LuxembourgBulgaria Slovenia Lithuania LatviaEstonia

Global E-CommerceOne-Stop Services

It is possible to develop E-Commerce business in line with the culture and characteristicsof 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 services4

70companiesJAPAN

60companiesUSA / EUROPE CHINA

35companies

Experience and know-how of transcosmos

TechnologyIntegrated E-Commerce Platform

Seamless Integration

Store Front System

Order Management System

Warehouse Management System

Call Tracking System

ProcessPeople

1

35,000persons

A large number of registeredprofessional staff with

experience and know-how

Business Process OutsourcingCall Center

Digital MarketingAnalytics

Maintaining a track record ofproviding services and abundant

experience for 47 years

Four key points of service

02

01

03

04

05

06

07

09

E-Commerce BusinessStrategy and Business Planning

Internet Promotion (Retention)

Order Acceptance, PaymentProcessing and Inquiry Response

Return Processing /InquiriesAfter Purchase

Fulfillment(Receipt of Goods, Picking, Packing and Shipping) /Warehouse Management

E-Commerce Website Construction

Fulfillment Formulation

Customer Care (Inquiry Contact Point)

Internet Promotion (Acquisition)

Improvement andStrategic Planning

Order

MerchandiseShipment

Receipt ofGoods

ConsumerDistributionCompany

* Partner business

08● Market and competitive research forbusiness plan formulation

● Designs a business scheme for brandstrategy, promotion strategy andE-Commerce business operations

● Based on the business plan and operationaldesign of the client company, constructs alogistics center, order management system andwarehouse management system to receive andstore merchandise from the corporate client

● Constructs an operation system for multi-channel support ofinventory confirmation, return inquiries and complaints fromconsumers, 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 aimedat the acquisition of new customers based on the plan

● Implements order acceptance and payment processingbased on order information from consumers

● Responds to inquiries from consumers at the timeof the order

● Implements the receipt of goods, distributive processing,packing and shipping based on the shipping information

● Manages warehouse tasks with the system to ensureaccuracy and improve operational efficiency

● Handles return inquiries andcomplaints from consumers

● Processes returned goods

● Performs integrated management of operations extending fromthe front E-Commerce system to the warehouse managementsystem, and accumulate customer information, merchandiseinformation, shipping information and inventory information

● Analyzes a variety of information to formulate and implementmeasures for retention from outbound through calls and theInternet, etc.

● Based on the brand strategy of the clientcompany, constructs an E-Commercemerchandise purchase point throughE-Commerce Website design andE-Commerce front system development

Consumer

Launch

Operations

0 50 4



Service Flow

Integrated E-Com

merce Platform

Store Front System

Order Management

System

Warehouse Management

System


MerchandiseMeasuring Area

Returned MerchandiseStorage Area

Merchandise Receiving Area

MerchandiseShipment

Receipt of Merchandise

Shipping Area


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Customer ExperienceBy 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 MarketingMarketing 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 ExcellenceAggregation 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 Developmentand Operation Area

Order Taking and InventoryManagement Area

Receipt ofMerchandise

MerchandiseShipment

E-Commerce Fulfillment Center～From Merchandise Receipt to Picking, Shipping, Returns and Gif Wrapping～

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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


Returned MerchandiseStorage Area

Picking and Packing Area

Gift Processing Area

Shipping Area


1 0 1 1

Consumer-based Marketing Plan

01

Data analytics in real-timeMaximize 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 planFormulate 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

ClientAttributes

Web BrowsingHistory

CampaignResponse History

ContactHistory

Company A Company B

Client Company E-Commerce Site

CRMStarting Point

Company CFree of Charge

Liberalized

PurchaseHistory

Data Analytics

CRM Planning

WrappingOutbound E-mail Web On-demandPrinter

Internet Promotion

DM / Catalog SNS

Channel Control

自由リンクFree Link

MediaControl

E-Commerce One-Stop CenterKitakashiwa

E-Commerce Site Development and Operation Area

Customer Care Area

Photo Shooting Area

Order Taking and InventoryManagement Area

Research and Analysis Area

Web Promotion Area

Receipt ofMerchandise

Shipping Area


Returned Merchandise Storage 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 channelsIn 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 theE-Commerce Marketplace

Existing Consumers

New ConsumersImprove 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 approach04


Global EC One-Stop Services

transcosmos eCommerce HUB is an integrated E-Commerce Platform that is filled with over 47 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.

1 2 1 3

Marketing Automation Engine Integration transcosmos Call Center

System Integration

System Linkage with Domestic and Foreign Distribution Companies

Domestic: 22 sites, 13,470 seatsForeign: 23 sites, 6,730 seats

Payment System Integration

Email Marketing Engine Integration

Key FeaturesCorrespondence 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 2 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 FeaturesCustomer 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 call center operation, boasting 20,200 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.


Implemented the No.1 Call Center System in Asia

Key FeaturesInventory 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 FeaturesProduct 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

Cooperation with Domestic and Foreign E-Commerce Malls

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 call

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

ReportImprovement

Proposal

BA

ND

AI (S

HE

NZ

HE

N)

Cu

stom

er (Chin

ese Market)

transcosmos Chinese Outpost

Promotion Planning and Execution

E-Commerce Business Planning Support

Marketing AnalysisWeb Design, Development, Operation

Call Center OperationChat Operation

DeliveryWarehouse Operation

OrderBANDAI (SHENZHEN)'s TMALL E-Commerce Site

Inquiry

Order informationOrder InformationE-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

1 4 1 5

Global EC One-Stop Services


For the U.S. and European MarketsGlobal E-Commerce One-Stop Services

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

Internet Promotion

Customer Care Fulfillment

MerchandiseShipment

*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 achievementsin the U.S. and Europe

E-Commerce One-Stop solutions tailored to the culture and characteristics of target marketsIn 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 languagesPFSweb, Inc. has 10 business centers around the world (USA, Canada, Belgium, Philippines), and including their call 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 OperationMerchandise Information Management

Order and Inventory Management System FulfillmentDigital

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"

IndonesiaSingapore

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 call 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.

Dinos Cecile Co., Ltd.

sites (13 countries) global e-commerce one-stop...

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