transcosmos Drives Operational Reform with SmartDB Implementation, Achieving Annual Reduction of 6,300 Hours

DreamArts Corporation (Tokyo Head Office: Shibuya-ku, Tokyo; Hiroshima Head Office: Hiroshima-shi, Hiroshima; President & CEO: Takaaki Yamamoto; hereinafter 'DreamArts'), a provider of cloud services for large enterprises, announced today that transcosmos inc. (Headquarters: Toshima-ku, Tokyo; Co-Presidents: Masaaki Muta, Takeshi Kamiya; hereinafter 'transcosmos') has achieved a reduction of approximately 6,300 man-hours per year and optimized costs through the implementation of the enterprise workflow digitalization cloud, 'SmartDB(R)'.

■ Background of SmartDB Implementation: Breaking Away from Isolated Optimization that Hinders Transformation

transcosmos globally provides diverse outsourcing services, including cost optimization support, research/analysis, digital marketing, contact centers, and BPO. The company delivers high value-added services by integrating 'people' and 'technology'.

The company focuses on 'improving Customer Experience (CX) through Digital Transformation (DX) at customer touchpoints'. The Technology First Division under the Engineering Headquarters has a mission to build a foundation for improving CX and operational quality by unifying overall business processes, promoting operational optimization and systematization. By establishing a robust platform environment, they ensure frontline workers can focus entirely on enhancing CX.

Due to the nature of their business, the contact center division historically experienced isolated operational optimization tailored to specific clients or industries, leading to entrenched reliance on Excel and manual tasks. Regular information gathering and workflow processes such as applications and approvals were managed individually by each department. This resulted in duplicate data management, overlapping tasks, and made company-wide integration and visibility of business processes nearly impossible.

Furthermore, their core management system—handling business, HR, and quality management—was fully custom-built over a decade ago. It had become bloated and complex, lacking the flexibility to address frontline requests for improvement. This also surfaced challenges for the system management department, which faced increasing maintenance burdens and rising management costs.

Given this background, the contact center division embarked on migrating existing systems to the cloud while building a common platform to shift from isolated optimization to total optimization. They fully deployed SmartDB(R) in February 2024 as a no-code cloud platform that the business units themselves could develop and modify. It is currently being used by approximately 2,200 employees.

■ Reasons for Selecting SmartDB: A Platform Balancing Flexibility and Governance

The following points were highly evaluated during the product selection process:

Flexible Workflow Features
The ability to link multiple workflows for seamless cross-operational processes and the capacity for conditional, cross-departmental approvals, making it highly suitable for business integration.

Speed and Agility via No-Code Development
The platform can handle complex business requirements without coding, allowing for agile building and continuous improvement through rapid prototyping while building consensus among stakeholders.

Security and Governance
Strong access control based on organizational structure and roles allows for secure, centralized management of cross-departmental data. Features like audit trails for update history significantly strengthen governance.

Versatility as a Common Platform and Process Replicability
Its high versatility allows businesses to replicate operations using only standard features, regardless of the industry or sector.

Proven Track Record in Large Enterprises
A solid history of successful implementations in large corporations and abundant use cases involving large-scale data utilization.

■ Results of SmartDB Implementation

Currently, transcosmos has digitized multiple processes using SmartDB(R), including 'Comprehensive Quality Inspection Tasks', 'Contract Kit Management', and 'Inspection Checklists'. This has led to the following achievements:

1. Quantitative Results
- A reduction of approximately 6,300 man-hours annually, along with lowered operational maintenance costs.

2. Qualitative Results (Operational and Organizational Changes)
- Standardization of Operations: System controls tailored to business requirements and centralized management deter omissions and errors.
- Continuous Operational Agility: No-code development allows the operational flow to adapt optimally to changing environments.
- Strengthened Governance: Appropriate access controls and audit trails ensure strict governance across company-wide usage.
- Frontline-led Improvements: Empowers those who understand the work best—the frontline employees—to take the lead in driving operational enhancements.

transcosmos is now expanding the use of SmartDB(R) as a company-wide operational platform to further integrate and optimize processes, improve quality, strengthen governance, and build an organization that responds swiftly to change. Moving forward, the company plans to broaden data utilization within SmartDB(R) by integrating BI and AI tools, expanding the platform to other internal operations to achieve higher operational sophistication and CX improvement.

■ Comment from Mr. Tomonari Miyazawa, General Manager, Technology First Division, Engineering Headquarters, transcosmos inc.

'SmartDB(R) is not just a workflow tool; it possesses the full capability to serve as an operational platform that continuously evolves alongside the business in large-scale organizations where change is a given.

We view this implementation not merely as a way to streamline individual tasks, but as building a foundation to oversee our entire operations and drive improvements with replicability and governance. Previously, our contact center division faced administrative burdens and bottlenecks in improvement speed due to accumulated operations optimized uniquely for each client. By introducing this common platform, we are advancing standardization and visibility, creating an environment where the frontline can focus on improving quality and CX. The flexibility of no-code is also a crucial element in continuously evolving our operations driven by the frontline. Moving forward, we aim to use this platform as a starting point to advance data utilization and operational sophistication, leading to an organization that is resilient to change and can sustainably create value.'

■ transcosmos to Speak at 'Digital Democratization DAY'

transcosmos will take the stage at the 'Digital Democratization DAY', an event introducing advanced DX case studies shared by prominent user companies. Please join the event to learn more details.

Event Name: The 18th Digital Democratization DAY
Date & Time: Tuesday, May 26, 2026, 14:00 - 15:30
Format: Online Streaming
Capacity: 1,000 participants
Host: DreamArts Corporation
Speakers: transcosmos / SOMPO Direct Insurance / Duskin / DreamArts
Target Audience: Corporate professionals leading DX and digital utilization; companies supporting enterprise DX
Participation Fee: Free
Details & Registration: https://hibiki.dreamarts.co.jp/smartdb/event/dd260501/

DreamArts will continue to offer total solutions that contribute to 'strengthening frontline capabilities' and 'improving corporate competitiveness' under its philosophy of 'Co-creation'.