Vendor Analysis
published on Feb 29, 2016
Report Overview:
transcosmos Inc. (transcosmos) is a public company which has traded on the Tokyo Stock Exchange since 1992, and is headquartered in Tokyo. The company was founded by Koki Okuda in 1966 under the name Maruei Keisan Center, as a data entry BPO. In 1985, it was incorporated under its current name. transcosmos provides CMS, business process outsourcing services such as HRO, accounting, and back-office services; since the mid-1990s it has also offered digital marketing, web services, and analytics.
After 2010, transcosmos entered the e-commerce space as a solutions vendor, service provider, online seller, wholesaler, and distributor in several Asian markets. As of March 2015, transcosmos has 45 subsidiaries and 51 affiliates.
Who is this Report for:
NelsonHall’s Customer Management Services (CMS) profile on transcosmos is a comprehensive assessment of transcosmos’ offerings and capabilities designed for:
- Sourcing managers monitoring the capabilities of existing suppliers of CMS and identifying vendor suitability for CMS RFPs
- Vendor marketing, sales, and business managers looking to benchmark themselves against their peers
- Financial analysts and investors specializing in the support services sector.
Scope of this Report:
The report provides a comprehensive and objective analysis of transcosmos’ CMS offerings and capabilities, and market and financial strengths, including:
- Identification of the company’s strategy, emphasis, and new developments
- Analysis of the company’s strengths, weaknesses, and outlook
- Revenue estimates
- Analysis of the profile of the company’s customer base including the company’s targeting strategy and examples of current contracts
- Analysis of the company’s offerings and key service components
- Analysis of the company’s delivery organization including the location of delivery locations.
Key Findings & Highlights:
Between 2013 and 2015, transcosmos has made 13 investments in partial or full ownership via joint ventures, partnership and acquisitions in e-commerce solutions, online services providers, online retailers, fulfillment companies, and web agencies in the Asia Pacific region.
transcosmos has ~40k employees in 156 locations in 26 countries. Of these, there are ~20k CMS FTEs, in 57 contact centers across 12 countries, supporting customers in 26 languages.
The majority of transcosmos’ CMS services are inbound customer care and technical support. In addition to CMS, transcosmos provides one stop e-commerce services and platforms, and operates as a digital agency and web development company. Its CMS offerings are:
- Sales generation
- Customer care
- Technical support
- Fulfillment.