Transcosmos Drives Business Reform with SmartDB Implementation Saving 6,300 Hours Annually

Transcosmos Drives Business Reform with SmartDB Implementation

Transcosmos, a global outsourcing company based in Japan, has made significant strides in optimizing its operations using DreamArts’ SmartDB. This innovative platform has enabled Transcosmos to save approximately 6,300 hours annually in labor while also reducing costs. Here’s how they did it.

Background to SmartDB Implementation

Transcosmos has been continuously expanding its outsourcing services, from cost optimization assistance to digital marketing and contact center operations. The company aims to enhance customer experience (CX) by focusing on digital transformation (DX) at every customer touchpoint. The mission of the Engineering Department's Technology Headquarters is to unify operations throughout the organization, thereby laying the groundwork for improved CX and overall quality in their services.

The challenges faced in the contact center division were significant due to the bespoke optimization of operations for individual customers and industries. This led to a reliance on Excel and manual processes, resulting in fragmented information management and duplicate data. The company’s core management system, developed over a decade ago, became outdated, lacking flexibility and unable to meet the growing demands for improvements. Furthermore, operational maintenance became resource-intensive, leading to rising management costs.

Transition to a Common Platform

To combat these challenges, Transcosmos initiated a migration of its existing systems to the cloud while shifting from individual optimization to a more holistic operation strategy. SmartDB was selected as a no-code cloud platform to facilitate this transition, beginning its full-scale implementation in February 2024, with around 2,200 employees currently utilizing it.

Reasons for Choosing SmartDB

Several key factors influenced the decision-making process for adopting SmartDB:

1. Flexible Workflow Functions: The ability to link multiple workflows allowed for inter-departmental collaboration and conditional approvals, making it ideal for business integration.
2. Rapid Development and Flexibility: SmartDB's no-code capabilities catered to complex business requirements, enabling agile development and prompt validation through prototypes.
3. Security and Governance: The platform allows for robust cross-departmental management, with effective access controls and traceability for enhanced governance.
4. Versatility and Reproducibility: SmartDB can replicate business processes across various industries using only standard functionalities.
5. Proven Track Record: Its substantial implementation in various large corporations, utilizing large volumes of data successfully.

Outcomes Following SmartDB Implementation

Transcosmos has digitalized several business operations using SmartDB, including:

- Quality control tasks
- Management of contract kits
- Verification documentation checklists

Quantitative Outcomes: The most notable results include savings of approximately 6,300 hours in annual labor and a reduction in maintenance costs.

Qualitative Outcomes:

- Standardization of Operations: A unified management system to reduce errors and omissions.
- Consistent Operational Adjustments: The agile, no-code approach enables continuous adaptations in workflows based on environmental changes.
- Strengthened Governance: Improved access control mechanisms and traceability to ensure compliance across the organization.
- Ground-up Operational Improvements: Allowing employees, who best understand the workflows, to initiate enhancements.

Transcosmos is now expanding its use of SmartDB throughout the organization to facilitate further integration and optimization of operations. They are also investigating the potential for leveraging Business Intelligence (BI) and Artificial Intelligence (AI) to enhance operational capabilities and improve customer experiences.

Leadership Insight

Tomoaki Miyazawa, Head of the Engineering Department's Technology Division, remarked, "SmartDB is not just a workflow tool; it provides a foundational operational base that evolves alongside the business in a large organization. Our approach has gone beyond mere efficiency; it seeks to implement systemic improvements with standardization and governance in mind. The environment is increasingly conducive for frontline teams to focus on quality and customer experience enhancements."

Upcoming Event: Digital Democracy Day

Transcosmos will share its success story at the 18th Digital Democracy Day event specializing in advanced DX case studies. For those interested in exploring more details, this online event will be held on May 26, 2026, from 14:00 to 15:30, allowing free participation for attendees. Register here.

Conclusion

Moving forward, Transcosmos is committed to expanding the SmartDB platform's capabilities in the organization, aiming for swift adaptability and continuous value creation as part of their business strategy for sustainable growth.