EM Systems Turns to IBM Japan for Sales and Marketing Transformation


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TOKYO - 09 Jun 2006: EM Systems Co. Ltd., a developer and marketer of pharmacy technology systems, has entered into a Business Transformation Outsourcing (BTO) contract with IBM Japan, to transform its sales and marketing processes. Under the terms of the contract, EM Systems will establish the EM Field Communication Center for web and telephony based sales and marketing activities at IBM Japan's Makuhari BTO Delivery Center.

Based on IBM's web and telephony based sales model, the field communication center will enable EM Systems to contact its customers via indirect channels such as telephone, e-mail, the Internet, and facsimile from June 2006.

This multi-channel approach to customer interaction will provide EM Systems with more timely and consistent customer contact throughout Japan, freeing its sales force to focus on the delivery of higher-value services to customers. By getting closer to its customers, EM Systems expects to better address customer needs, improve customer satisfaction and generate more new business opportunities.

EM Systems holds one-third of the systems market used to support the administration of dispensing pharmacies in Japan. These systems are regularly updated to ensure they keep pace with Japanese regulatory changes regarding pharmaceuticals. Effective customer communication is critical to encourage dispensing pharmacies to regularly upgrade their pharmacy technology systems.

The Makuhari BTO Delivery Center, known as the On Demand Marketing and Sales Center (ODMSC), was established in August 2005 in response to the demand for the sales and marketing components of IBM's CRM BTO offerings in Japan. The Center taps into the skills IBM has amassed through its own web and telephony based sales model to not only transform and optimize the sales operations of its clients, but operate those processes as required.

In addition to the Makuhari Center, IBM can deliver CRM support processes at the Okinawa BTO center in Uruma City - Japan, run finance, accounting and human resources processes from IBM's center in Dalian - China, and deliver customer relationship management and human resources processes from IBM's multilingual support center in Brisbane - Australia for its Japanese clients.

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