SOFTBANK MOBILE Corp., SOFTBANK BB Corp.,
A stable network forms the core of all telecommunication services, and to ensure stability the three telecommunications companies of the SOFTBANK Group have engineers stationed at network centers across the country at all times. Expert engineers from each of the three companies conduct maintenance of mobile network base stations and network center telecommunication equipment, monitoring the operations of our telecommunications network and radio base stations at network operation centers around the clock, 365 days a year.
A Maintenance Professional Contest is held every year, providing a forum for exchanging ideas on operational improvement devised at network centers and network operation centers across the nation, with a view to leveraging accumulated expertise to ensure stable operation of our telecommunications network.
A total of 64 initiatives were presented at the Contest in fiscal 2010, on such themes as “improvement of service level and customer satisfaction” and “accident prevention.” Those proving highly effective in terms of operational improvement are strategically implemented nationwide.
Please refer to the links below for more details.
SOFTBANK MOBILE Corp.
SOFTBANK MOBILE works continuously to improve its coverage and connection quality to provide customers with excellent mobile services anytime and anywhere. Requests for coverage improvement by customers are received via the website, and email updates inform customers when improvement measures are completed.
The SoftBank Network Enhancement Initiative was announced in March 2010, and represents SOFTBANK MOBILE's plan to tackle on the following four initiatives in order to meet demand for mobile network improvement: double the number of mobile phone base stations; provide base stations to households free of charge; provide base stations to shops and offices for free; and provide Wi-Fi routers to shops and offices free of charge. As of the end of March 2011, 120,000 base stations are launched as per the target of the initiative “double the number of mobile phone base station”. Still, base stations will continue to be built for further boosting network quality.
Please refer to the links below for more details.
SOFTBANK MOBILE Corp., SOFTBANK BB Corp.,
SOFTBANK MOBILE Corp., SOFTBANK BB Corp., SOFTBANK TELECOM Corp. The three telecommunications companies of the SOFTBANK Group have established highly resilient networks in order to minimize the impact of disasters on communication services. This initiative includes introducing measures for responding to earthquakes and blackouts at radio base stations and switch stations and also securing redundancy and bypasses of backbone network. A system is organized for the earliest possible service restoration and training is conducted periodically to rehearse responses to networks malfunctions. The three companies have also compiled work plans and business continuity plans for responding to crises such as terrorism or new strains of influenza. Outlines of these plans are available on the websites of each company.
In February 2010 SOFTBANK TELECOM became the first among telecommunications operators in Japan to be certified with BS25999 Part 2*1 of the Business Continuity Management System (BCMS) Standards, a set of standards for assessing the capability of companies to respond to threats to business continuity such as natural disasters or epidemics.
Right after the Great East Japan Earthquake in March 2011, special team was sent to the affected areas to work on recovery of the service. In April 2011, the coverage area for the mobile phone service provided by SOFTBANK MOBILE was recovered to approximately the same level as before the disaster. In addition, fixed-line telecommunication service, Internet service, etc. provided by SOFTBANK BB and SOFTBANK TELECOM are now restored to 98% of the pre-earthquake level (as of June 20, 2011.)
Please refer to the links below for more details.
The SOFTBANK GroupIn December 2009, the management team and employees of the SOFTBANK Group started actively using Twitter in order to create an exchange of ideas that goes beyond company borders, and pay careful attention to the opinions and requests expressed by customers of the SOFTBANK Group on Twitter.
When it has been decided that an idea is to be implemented, the director in charge of that area takes responsibility and acts quickly to address the matter. In addition, since March 2010 SOFTBANK has started showing lists of progress on customer requests over the Internet, with corresponding Twitter posts by the representative of the SOFTBANK Group, Masayoshi Son such as, “Let's do it” or “Let's consider it”.
Examples of customer suggestions that materialized in new initiatives include the launch of Global Roaming Packet Flat Rate, the creation of a donation system via mobile phone for farmers affected by the outbreak of foot-and-mouth diseases in Miyazaki prefecture, the experimental implementation of iPad in special-needs schools, the change of document requirements for mobile phone contract of minors in orphanages in Japan, the free SMS service for those whose family member were in Egypt during the 2011 Egyptian Revolution and the various support measures extended in the aftermath of the Great East Japan Earthquake.
SOFTBANK MOBILE has enhanced customer contact points to better accommodate customer needs. It has started; exchanging FAX messages for hearing-impaired people; implementing Network Enhancement Request Form to receive requests for improving weak coverage area and; opened SoftBank official Twitter account @SBCare for customer service. With those needs-specific contact points, SOFTBANK is striving to respond to various customer feedback with rapid improvement.
Please refer to the links below for more details.
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