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SoftBank Mobile Corp.

Reforming Store Operations with iPad, Fully Replacing PCs
SoftBank Mobile Corp. (SoftBank Mobile) has been advancing the large-scale implementation of the new system
iPad version GINIE which handles customer service operations through two terminals, iPad and themulti-function mobile payment terminal, Incredist. SoftBank Mobile’s determining factor for the system
implementation is that Incredist successfully met all the requirements that the company set forth.

iPad + Incredist, these two terminals replace PC
SoftBank Mobile is in the midst of the aggressive reformation ofSoftBank stores, the important contact points with customers. As apart of this project, the company is replacing all the PCs installed on
counters with the new system, using iPad and the multi-function
mobile payment terminal, Incredist.

iPad and Incredist are portable due to the use of batteries and wirelessconnectivity. With the introduction of this “new weapon”, each store’sproductivity has improved significantly. Furthermore, this allowed more
flexibility with customer services, speeding up service time and led toan improved customer satisfaction level.

PC version GINIE, the former system that the company was using,was composed with peripheral equipment which can add up toeleven different types of terminals. On the other hand, iPad version
GINIE proficiently simplified a number of tasks using just twoterminals iPad and Incredist.
Incredist basically functions as the “arms and legs” for iPad. This terminal
covers a wide range of tasks by itself, from credit card registration,
registration for bank card withdrawal, product barcode read, T-point card
read, mobile phone USIM card write, function check of mobile phones
installed with contactless payment technology “FeliCa” and multiple
operational tasks required in stores. With this aggregated system Incredist
and iPad, stores will enjoy the complete new system that “does it all”.
The new system iPad version GINIE is just not the replacement of PC.
It introduced the new store work style.
“When we were using PCs mainly, customer service was limited to thecounter area and we could not handle multiple customers at the same time.
However, with iPad and Incredist, our store staff can now actually approachcustomers directly which results in more efficient and improved service.”says SoftBank Mobile Senior Vice President, Mr. Yoshiaki Sakuma.

Emotion Recognition Robot “Pepper” with
SoftBank Mobile Senior Vice President, Mr. Yoshiaki Sakuma

Incredist

iPadThe iPad and Incredist system significantly reduces the number ofperipherals without compromising functionality.

Moving to Paperless with iPad
iPad also excels as a customer service tool. Store staff can explain
the complicated price structure with a more versatile iPad screen
instead of cumbersome paper-based materials. Staff can also
process contracts via iPad.
During the application development for iPad, the product team has
conducted multiple store hearings. Taking into consideration
customer service related operational needs, the application was builtwith user friendliness in mind, where newly recruited staff can learn
and get familiar with the system within a short time frame. “It was ourgoal to build the system such that a new staff member can use it

Product barcode readfrom his/her day one.” says Sales Promotion Department SeniorDirector, Mr. Hiroyuki Ishimaru
Fur thermore, when a customer prefers paperless contract
documents, store staff can process the entire contract procedure on
iPad. For example, documents relating to identity verification can beread with the camera on iPad and customers will receive theconfirmation and contract details in an email.
Using iPad in stores is also a great way to attract customer attention
toward iPad. The new system showcases itself.

Credit card, bank card, T point card readFor bank card, customer will
input the security number

SoftBank Ginza Store: Customer services using iPad verion GINIE

Incredist is the only terminal that meets all needs
For SoftBank Mobile to complete iPad version GINIE, Incredist was thekey. Incredist functions as a multifunctional card reader - magnetic stripe,
contact IC card (EMV) and contactless IC card (NFC, FeliCa), and it isalso installed with a two-dimensional barcode reader.
The special specification for the encryption of cash card security
numbers, which is required for Japanese bank card reading andwithdrawal registration, was approved by Japan Debit Card Promotion
Association and is installed in each unit. This is a high tech multifunctionalterminal which is unprecedented around the world. As of September
2014, this is the only terminal that can be used for Japan’s bank card
payments using iPad.
Incredist came into SoftBank Mobile’s attention in early summer 2012.
At this time, the product was still under development phase. The reason
why SoftBank Mobile approached the developing product was its uniquecharacteristics that no other terminal could offer. Those characteristics
being the fact that it can be connected to an iPad and that it can offer
three functions i.e. barcode reader, credit card reader, and bank card reader.
“The compliance with bank card was very difficult” says Information
Systems Division Manager, Mr. Yuji Sakakibara. Incredist was the only
product that can fully comply with both the cutting edge specification thatallows connecting to iPad and the “rigid” specification that is required toprocess bank cash cards. Through out the discussion on technicalspecifications that cover a multiple area, Mr. Sakakibara also mentionedthat the way Flight System Consulting (developer) explained andpresented was very solid and clear, and this contributed largely on our
final decision.
Moreover, after SoftBank Mobile analyzed the product specification,
Mr. Sakakibara realized that there was a potential for “USIM card writeand mobile wallet (FeliCa) test”. USIM card interfaces the standard setfor smart card which is a contact IC card installed for credit payment.

Also, Incredist supports the FeliCa chip that is used on mobile wallet.
Flight System Consulting, in cooperation with SoftBank Mobile, developed
the dedicated applications for USIM card write and FeliCa failure
diagnosis based on the requirement set forth by SoftBank Mobile. With
these ideas and efforts, the new system that replaces PCs was created.
The introduction of the new system to stores began in March 2013. Oneof the highlighted events was the new iPhone 5s/5c release in September
2013 where all the stores were expected to be very packed. iPad version
GINIE smoothly handled the operational tasks and left a great impression
on the result where some commented that the service speed was so fast,that release event did not seem busy, complimented by shorter queues
outside stores.
SoftBank Mobile decided to entrust Incredist, which was underdevelopment at the time, and the developer Flight System Consulting toaccelerate the process and achieve its goal to reform stores using iPad.
These visionary philosophies and fast decision making led to the successof the new system.

VOICESoftBank Mobile Corp.

My goal was to shorten the customer wait time

SoftBank Mobile
Senior Vice President

The goal behind the new system launch was to “shorten the customer service time”. The former
system using PC limited the service area to counters which made customer wait time longer.
However, the new system using iPad and Incredist allows flexibility and improved efficiency.
For example, staff can approach the customer directly or bring groups of customers, such as families,
to a table to talk and explain about products in more relaxed environment. Staff can use the iPadscreen to visually explain details such as price structure. The new system launch is yielding great
results with improved customer satisfaction level.

Mr. Yoshiaki Sakuma

New system changed the store staff minds

SoftBank Mobile
Senior Director
Sales Operation Division

We are working on implementing iPad version GINIE to all the stores.
The new system successfully took over all the functions that used to be done by PC version
GINIE. Now the store staff enjoy freedom from the counter, their way of seeing the service haschanged. Staff have more care and sensitivity toward how they can shorten the wait time forcustomers and also how to improve their operational efficiency. Another thing to note is that since
the system has been simplified in its form, the equipment fault/error can now be easily fixed andstores do not have to be concerned too much about storage space for backup equipment.

Mr. Hiroyuki Ishimaru

Incredist met all our needs

SoftBank Mobile
Manager
Information Systems Division

Mr. Yuji Sakakibara

The new system iPad version GINIE needed to achieve all the functions that are necessary forcustomer service. In order to make this happen, we were looking for an iPad-compatible terminal
which possessed multiple functions such as barcode reader, credit card reader and bank card
reader. It was not easy to find the right one. The one that came into our attention was Incredist,that was still in the development phase at the time. We had a meeting with the developer rightaway and discussed the possibilities. We knew that there was no system around the world whichallows USIM card write and FeliCa compliance with iPad. However, Incredist met all therequirements we set forth. We are very proud of the developer’s attentive efforts and the rapid
delivery of the product.

Customer Information

Softbank Mobile Corp.

Mobile communication services, Sales of mobile devices.

Learn MoreIncredist

FLIGHT SYSTEM CONSULTING Inc.

http://www.flight.co.jp/meister/product/incredist.html＊iPad is a trademark of Apple Inc., registered in the U.S. and other countries.
＊Osaifu-Keitai is a trademark or registered trademark of NTT DOCOMO, INC. in Japan and/or other.
＊FeliCa is a trademark of Sony Corporation.
Copyright © 2014 FLIGHT SYSTEM CONSULTING, Inc. All rights reserved.