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Aftermarket support for foreign products in Japan

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Today, let me introduce my job at Planetworks. The main face of the company is on-site supports either for PC or other devices like de-facto standard routers, or state-of-the-art hard disk drives. However, I would like to talk about our subcontracting service aimed at providing for end customers in Japan.

As globalization becomes increasingly lucrative, a lot of foreign entities are looking to sell their products in the Japanese market. The competition is tough here, but certain foreign products can break into the market due to their good reputation based on product superiority and price. Durable products often require continued sales in conjunction with a solid Japanese based aftermarket. This can be a difficult hurdle to overcome due to the time and resources needed to establish such systems and organization.

A US company wanted to do just that and felt that their own organization did not have the expertise or experience needed. So they contacted us to subcontract a certain range of their aftermarket tasks including acting as the point of contact with local customers in a help desk capacity to liaison with their support department back in the US. This is a win-win situation: the company is satisfied with our service and their customers are happy that they can report issues in Japanese without worrying about potential miscommunications in English. Planetworks is also happy because this job is stable while on-site supports tend to fluctuate.

I am communicating with both the customers and the US support team every day by email; dispatching service parts to the customers and returning defective items back to the US. This other face not only relates to the core values of Planetworks, superb support capability for digital and computing, but I feel it also displays our strength and attractiveness like how a graceful woman in kimono shows her mastery of kendo, Japanese traditional fencing. Do you think so too?

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