June 10, 2021
PHC Corporation
TOKYO, June 10, 2021 - PHC Corporation (headquarters: Minato-ku, Tokyo, President: Kyoji Morimoto, hereafter PHC) announces that the PHC Medicom Technical Center has received the highest three-star rating in the HDI Quality Benchmark (phone support) evaluations by HDI-Japan*1. Following the KCS Award 2020*2 from HDI-Japan for high-quality service and efficient customer support operations in October 2020, the three-star rating in the HDI Quality Benchmark (phone support) makes PHC Medicom Technical Center the first in Japan’s healthcare industry to receive this award.
Established in 2001, HDI-Japan is an organization that provides international qualification programs and rating evaluations to the support service industry in Japan. The HDI Benchmark which began in 2006, evaluates each company’s customer support websites and call centers from a customer’s perspective, based on the international HDI support standards. Ratings are on a four-point scale from no star to three stars.
The Medicom Technical Center is the secondary customer support desk for PHC’s healthcare IT products and services. In this recent assessment, all staff members made efforts to ask the appropriate questions to fully understand the customer’s situation/incident and provide easy-to-understand explanations and solutions. These led to a high evaluation for earning customer satisfaction and trust. In particular, the staff’s careful listening and accurate understanding of customers’ inquiries, as well as clear explanations, were considered key for gaining customer confidence, and these customer support skills were awarded the highest rating*3.
PHC is a Japanese subsidiary of PHC Holdings Corporation, a healthcare company that develops, manufactures, sells, and services solutions across diabetes management, life sciences and diagnostics globally, as well as providing healthcare solutions in Japan. The three-star rating in the HDI Quality Benchmark (phone support) demonstrates the strong support systems that have been created for PHC’s Healthcare IT business in Japan under the Medicom*4 brand.
Takayuki Otsuka, corporate officer and co-head of the Healthcare Solutions Domain of PHC Holdings Corporation says, “Since launching Japan’s first medical-receipt computer in 1972, PHC Corporation has worked to build a customer-oriented service system as our healthcare IT business has expanded. We expect our three-star rating in the HDI Quality Benchmark (phone support) will help to boost employee motivation and drive continuous improvement to provide services for even higher customer satisfaction. As we aim to become the leading provider of best-in-class precision solutions in Japan’s healthcare sector, we will strive to further strengthen our customer-oriented support systems and enhance the quality of the service we provide.”
*1 HDI details: www.hdi-japan.com/hdi/en/AboutHDI.asp
*2 www.phchd.com/global/phc/news/2020/1022
*3 Press release by HDI-Japan: www.hdi-japan.com/hdi/research-publication/press_release_210610.asp (Japanese website)
*4 PHC Healthcare IT product brand.
About PHC Holdings Corporation
Incorporated in 2014, PHC Holdings Corporation is a global healthcare company with subsidiaries including PHC Corporation, Ascensia Diabetes Care Holdings AG, Epredia, and LSI Medience Corporation. Committed to its corporate mission that states, “We contribute to the health of society through our diligent efforts to create healthcare solutions that have a positive impact and improve the lives of people,” the company develops, manufactures, sells, and services solutions across diabetes management, life sciences and diagnostics globally, as well as providing healthcare solutions in Japan. The PHC Group’s consolidated net sales in FY2019 were 272 billion yen with global distribution of products and services in more than 125 countries.
www.phchd.com
About Medical Information Systems (Medicom) Business Unit of PHC Corporation
Established in 1969, PHC Corporation is a Japanese subsidiary of PHC Holdings Corporation, a global healthcare company that develops, manufactures, sells, and services solutions across diabetes management, life sciences and diagnostics globally, as well as providing healthcare solutions in Japan. Since developing and launching the first medical-receipt computer in Japan in 1972, the Medicom Business Unit active in the healthcare IT business of healthcare solutions has worked to improve medical services for patients and work efficiency for healthcare professionals by providing electronic medical record systems and other healthcare IT products and services under the Medicom brand.
www.phchd.com/jp/medicom/about (Japanese website)
Media contact
Corporate Communications Group
PHC Holdings Corporation
+81-3-6778-5311