May 22, 2024
The consultation desk “Store Support Desk” for member stores of Lawson Co., Ltd. (Headquarters: Shinagawa-ku, Tokyo; President and CEO: Sadanobu Takemasu; hereafter “Lawson”) has obtained the “HDI Five Star Certification Program” (*2) under the support service evaluation certification system “HDI Five Star Certification Program” (*2) sponsored by HDI-Japan (*1), and received the award today.
(*1) This is the Japanese corporation of “HDI,” the world's largest membership organization for IT support services. We hold events and conferences, and operate support service evaluation certification systems for the support service industry in Japan.
(*2) This is a certification program where expert investigators comprehensively evaluate items such as “leadership,” “policies and strategies,” “employee management,” “support resources,” and “processes and procedures” of call centers in line with standards set based on international standards (international certification standards) for companies that provide excellent services from a customer perspective.
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As part of supporting member stores, Lawson has established a “store support desk,” a consultation desk for member stores related to store operations since 2006 so that employees nationwide can operate their stores with peace of mind. The support desk is open 24 hours a day, 365 days a year to handle 180,000 inquiries about operations from store employees.
This time, in this certification program, which was implemented in December 2023, the support desk received high praise, particularly in terms of “leadership” and “support resources” (*3), which led to the acquisition of the “HDI five-star certification.”
Going forward, Lawson will continue to further strengthen support for member stores and aim to be an indispensable presence for that region (town) under strong partnerships between member stores and headquarters.
(*3) The evaluation details for each item are as follows
Does it contribute to communicating and leading to success
Are the resources necessary to achieve revenue growth in place