Case 5:
Communication and inquiries in English / Restaurant chain (approximately
30 employees)
 Reasons for
introduction
Poor customer service
• Calls are passed around but never answered.
• The person who attends to the call is different every time,
so the situation must be explained each time.
Difficulty communicating
• Communication in English is acceptable under normal circumstances.
However, it is preferable that questions regarding complex tax matters,
etc., be explained in Japanese.
• The head office in Japan cannot understand the explanations
on payroll calculation for Japanese expatriates.
Service details
Appointment of an in-charge person
• We appoint a person in charge of your payroll administration
to facilitate effective communication regarding administrative issues
and inquiries.
• If the person in charge is not available, a customer contact
sheet is used to communicate the situation to anyone who takes over
as an assistant.
Japanese language support
• We explain complex tax matters, etc., in Japanese.
• We can also answer questions directly from the Japanese head
office and help them to better understand the U.S. payroll system.
method.
Details of
Outsourcing business
Comprehensive payroll calculation process
• Biweekly payroll calculation and direct salary deposits with
banks
• Quarterly federal/state tax payment and reporting
• Annual federal/state tax payment and reporting (including W2
filing)
Effect of
introduction
The company understood the U.S. payroll calculation better and achieved
smoother operation.
• Hours spent on bi-monthly payroll calculation were dramatically
reduced, and the freed time can now be spent on personnel administration.
• Communication between Japan and the U.S. (head office and branch)
has improved.
• Operational efficiency was improved simply by changing the agent,
without having to incur substantial cost increases.
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