Sanyo has a range of specialized centers to provide information to and receive requests from customers. For example, the Customer Center provides general information to consumers about purchasing or using Sanyo home appliances and products. The sales desks at each of the Sanyo business divisions respond to corporate customers concerning industrial equipment and parts. Finally, the after-sales service and maintenance division answers all kinds of repair inquiries. The specialized staff at all of these centers are ready to listen to callers and strive to achieve customer satisfaction.

The Sanyo Customer Center receives over 400,000 calls annually. In order to respond quickly and accurately to these requests and inquiries, an interactive voice response system (IVR) is used to connect callers to the relevant specialized staff without delay. The center also operates 365 days a year, so that customers can call at their convenience. In order to enhance the knowledge and response capabilities of the Customer Center staff and to keep pace with the increasingly complex and function-equipped products, these staff undergo training and product seminars with the support of the product planning and design divisions.

• Inquiries and Customer Service Support (Japanese Only)

With corporate customers it is necessary to offer proposals for office equipment or parts that meet the client’s needs after first understanding the characteristics of the customer’s business. The sales departments of divisions handling such equipment and parts serve as the service points for customers. Therefore, the division CS departments are working on customer satisfaction improvement through independently administered CS surveys, involving individually devised questions on products and service provided by the sales department.　Along with providing the best solutions to meet the business needs of each customer, the business divisions strive to build and maintain good partnerships with corporate clients, based on relations of trust.

SANYO Electric Service Co., Ltd., is the Sanyo Group's division for after-sales service and maintenance. In addition to providing service and maintenance for all Sanyo products and industrial equipment, this division also strives to improve customer satisfaction through various kinds of support activities ranging from proposals for optimal devices and systems to meet customer needs, to the design and building of these products. With a service network of 120 locations across Japan, the division is able to deliver fast and attentive repair service to customers. Keeping products in top condition through proper maintenance ensures the effectiveness of energy saving features and helps reduce the environmental impact of products.
SANYO Electric Service offers 24-hour consultation service, 365 days a year, for its industrial equipment products and technology. In the area of home appliances, even more accurate after-sales service is being provided to customers through a cooperative network of retailers, and a direct shipping system for repair parts.
Customer satisfaction improvement is being carried out through various initiatives such as the enhancement of the service quality and skills of service engineers, using an improved training curriculum that includes hands-on training and seminars based on proficiency level.

• After-sales Service and Maintenance（Sanyo Electric Service Co., Ltd.）(Japanese Only)

The Sanyo Group is continuing its initiatives to ensure that customer opinions are reflected in the entire product development process from concept creation to planning, development, sales, and service. Customer opinions, requests and product repair data are entered into the CS Information System on the company intranet, and the information is actively utilized by each division.

Every month the Sanyo Customer Center issues a report on feedback received from customers, and sends it to the divisions. The relevant division departments investigate the report content, send back their investigation results to the Customer Center before a deadline, and immediately take the necessary measures for improvement.
The Customer Center sends staff to the operating divisions to meet with those in charge of planning, development, design, quality, CS, and after-sales service. These Customer Opinion Review Meetings are held twice a year in order to convey customer feedback including opinions and requests, directly to the divisions. At the meetings, the progress and results of measures to deal with issues raised in the customer feedback reports are confirmed. For issues that cannot be addressed by a single department or for new issues, the meeting participants discuss ways to address the issues from their respective standpoints. In this way, valuable feedback from customers is used in the development of new products, as well as in the improvement of existing products and accessories, catalogues, operating manuals, and even the customer inquiry pages on the Sanyo website.