Client

ECMS can solve the problems you have

——Please tell us about your company profile.

The Rakuten Group offers over 70 services both domestically and internationally, ranging from e-commerce and other internet services, fintech (financial) services such as credit cards and banking, mobile services such as mobile carrier operations, and even professional sports. Founded in 1997, the group celebrates its 25th anniversary this year. It has been engaged in cross-border e-commerce since 2009.

"Empowering people and society through innovation" has been our mission since our founding. Rakuten Ichiba allows overseas customers to purchase regional specialties and niche products that would normally be available only in-person. Communicating with customers and preparing documents for overseas shipping with limited manpower can be a significant hurdle, but Rakuten Ichiba makes it easy to sell. We aim to provide a place that invigorates the entire country of Japan while meeting the needs of both overseas customers and Japanese stores.

-What kind of products do you sell and on what platform?

Japanese businesses sell a wide variety of products through Japanese e-commerce sites such as Rakuten Ichiba. Fashion, sports, and outdoor items are particularly popular. Food, supplements, and pharmaceuticals are also popular. Currently, customers from 80 countries and regions use our services.

Rakuten Global Express provides a logistics service as a means of shipping products purchased by overseas consumers through Japanese e-commerce sites. Rakuten points earned through the Rakuten Super Sale, Shopping Marathon, and the Super Point Up (SPU) program, which allows you to earn more points by using multiple services, can also be used when using Rakuten Global Express. Many customers enjoy shopping as if they were in Japan while keeping overseas shipping costs low.

We also operate an overseas partner flagship store business, where we open official Rakuten stores on local e-commerce malls so that overseas consumers in countries such as China and Taiwan can purchase Japanese products as easily as if they were shopping on an e-commerce site in their own country. Unlike cross-border e-commerce businesses, this business is characterized by selling products sourced from Japanese brands and manufacturers.

--Please tell us how long you have been using the logistics services you are currently using, the scale of your services, and your main destinations.

We have been using the international courier service of ECMS Japan (hereinafter referred to as ECMS) since 2018. Most of our shipments are to customers in East Asian countries and regions who use Rakuten Global Express. The largest number of shipments is to Hong Kong, but we are also seeing an increase in shipments to South Korea, Taiwan, and Singapore.

——What logistical challenges did you face before using ECMS?

Before using ECMS, we had several issues, such as "Once the goods arrive at the destination, we outsource delivery to another company, which means we can't coordinate with them to deal with any problems that arise," and "Price negotiations are difficult, so we can't make strategic purchases." As we listened to their story, we realized that ECMS could solve the issues we were facing, and that was the deciding factor in our decision to use it.

The smooth information exchange with the local area is very helpful.

——What are the benefits of using ECMS and what effects has it had?

Even when irregular events such as damage occur, ECMS's customer service representatives are on-site to explain the situation and assist with investigations, which is very helpful. With feedback from the investigation results, we can have specific discussions with the warehouse about packaging methods and materials, which allows us to improve the quality of logistics. Before using ECMS, we didn't receive such feedback, so there were times when we didn't know what was wrong and what caused the irregularity.

We've heard from customers saying things like, "I use Rakuten Global Express because of ECMS," and "Other logistics companies can't deliver to the area where I live, but ECMS can, so it's really helpful." It seems that not only us, but our customers who use our service are also fans of ECMS. The logistics industry is currently going through a difficult time due to the effects of the COVID-19 pandemic, but we're also grateful that they've been able to maintain competitive prices compared to other companies.

——What are your expectations for ECMS in the future?

I would like you to strengthen your deliveries to areas outside of Asia, such as Europe, the United States, and Oceania. Surprisingly, there are not many cross-border e-commerce forwarders that specialize in these areas... On the other hand, we have many customers in these areas, so I would love to see you create a line there.

We're also looking forward to enhanced support and consulting regarding local import regulations. Food and cosmetics, which are popular on Rakuten Market, are often subject to local regulations and are relatively difficult products to import. Of course, the regulations themselves cannot be changed, but we would appreciate consulting on products that can be imported with a little effort, such as filling out an additional form.

--Please tell us about your company's future prospects.

Five years have passed since Rakuten Global Express began its service. While the necessary functions are in place, we would like to further enhance the service to make it easier to use by adding support functions for shipping and shopping that will delight our customers. We would also like to work with ECMS to add additional logistics services, such as prepayment of customs duties and convenience store pickup.

As for the overseas sales business as a whole, while overseas sales are growing steadily, I would like to further increase sales in regions outside of East Asia. I would like to provide highly convenient services to customers in a wider region, including not only our cross-border e-commerce business but also our flagship store model.