With 200,000 total pages on Microsoft’s website, it is the largest scale corporate website in Japan. Even from the perspective of breadth of its user base, it is Japan’s preeminent site.
Until now, this site was operated by two outside contractors, who divided their labor by product page, but there were several challenges with this operational structure. First of all, as the tasks were dispersed between two entities, costs were relatively expensive, and secondly, it was hard to maintain flexibility in the frequency of site updates. Further, when new tools were introduced, training for the staff of both companies had to be done separately.
We have been able to consolidate operations to realize cost reductions and to create a system that is more flexible in its handling. Grasping the needs of Microsoft, transcosmos embarked on creating a new operational system since June of 2009.
The time required for us to create a totally new operational structure was a little over one month. First of all, we assembled a team of experts and conducted training on the site operation. This was required because we needed all of our staff to have full command of Microsoft’s proprietarily developed operational tools. After that, we focused intensively on transfer of operational tasks and on July 1, 2009, we established the “MSCOM Site Management Center” at our Tokyo, Shibuya Ward, transcosmos Headquarters to exclusively conduct total operational management of Microsoft'’ website in Japan.
The merits of concentrating operations in this center go beyond mere cost reduction. We are now better able to unify the quality of the overall website, respond flexibly to the increased amount of operational work in terms of resources, and unify the level of knowledge of and skill in using newly implemented tools, just to name a few.
As of July 2009, approximately one-half of the existing operations were consolidated at our center, and by January of 2010, the plan is for the remaining transfer of operations to be complete (as of September 2009). As a result, practically all of Microsoft’s website operations will be consolidated at this center.
We have been able to see tangible results through this new operational system. After opening this center, operational costs were reduced by 30% compared to the previous year, and we were thus able to clear our biggest challenge. Of course, our day to day operations have been running smoothly.
For the foreseeable future, our biggest goal is to perfect and stabilize this new operational system, but after that, while aiming to improve the quality of the operations, we also want to proactively contribute to the quality of the website itself.
Based on transcosmos’ wealth of experience in the construction, operation and management of various websites, our goal is to actively provide our advice, knowledge and technical know-how to support and contribute to a high quality website for Microsoft’s overall business. To fulfill the next steps in our mission, we will continue to provide our utmost support.