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Sansan Customer Success Plan
Sansan’s Customer Success Plan is designed to make sure you make the most of Sansan. Choose a level of service suited to your needs.
Plan Overview
There are two types of Basic Plan.
Plan |
Customer Success Plan |
Customer Success Plan Professional |
|
|---|---|---|---|
Period |
3–8 months *Individual proposal depending on the contract |
Year-round |
|
Contents |
Onboarding management (support during implementation) |
◯ |
◯ |
Success management (post-implementation support) |
- |
◯ |
|
Business card import (by post) |
◯ |
◯ |
|
Support for use of functions other than business card/contact management |
◯ |
◯ |
|
Data integration |
- |
◯ |
|
Data integration solution – Usage performance report |
- |
◯ |
|
Support Center phone support |
- |
◯ |
|
Support Center web meeting support |
- |
◯ |
|
Business card digitization express support |
- |
◯ |
|
Special analysis report |
- |
◯ |
|
Customer Success Plan |
Customer Success Plan Professional |
|---|---|
Period |
|
3–8 months *Individual proposal depending on the contract |
Year-round |
Contents |
|
Onboarding management (support during implementation) |
|
◯ |
|
Success management (post-implementation support) |
|
- |
◯ |
Business card import (by post) |
|
◯ |
|
Support for use of functions other than business card/contact management |
|
◯ |
|
Data integration |
|
- |
◯ |
Data integration solution – Usage performance report |
|
- |
◯ |
Support Center phone support |
|
- |
◯ |
Support Center web meeting support |
|
- |
◯ |
Business card digitization express support |
|
- |
◯ |
Special analysis report |
|
- |
◯ |
Customer Success Plan
Support details:
Remote (phone, email, video conference), of dedicated support.
The initial kickoff meeting is held online or at our office.
Support is provided during regular business days and hours (10 a.m. to 6 p.m. JST).
Provided in Japanese only.
Options |
Details |
|---|---|
Onborading management |
Guidance in introduction period for those responsible for promoting Sansan in the company Support by dedicated staff in online format (phone, email). Kickoff meeting showing knowhow to apply during service introduction (held online). Guidance on how to promote Sansan based on how it is used in the company. Usage methods and case examples for users given via dedicated site and online community site. |
Success management |
Guidance in the following events and seminar as needed Online seminar User events for exchanging information between client companies and providing information on the latest trends and services |
Business card import service(by postal mail) |
Bulk import and scanning of business cards sent by postal mail. |
Customer Success Plan Professional
Support details:
Dedicated customer success managers provide customized support from implementation through to system operation.
Support is provided during business days and hours (10 a.m. to 6 p.m. JST).
Support is only in Japanese.
Options |
Details |
|---|---|
Onboarding management |
Guidance during the implementation phase for the department leading the work 5 months from service introduction Guidance on implementing and promoting the platform Provides users with information on how to use the service and case studies via dedicated website and online community site Training on promotion methods to promotion departments and department promotion leaders Health check and response measures Maximum 3 hrs/month for meetings and 1 training session/month during the period. Training may be subcontracted regardless of the provisions of any other agreement between our company and you. The following services require a separate travel fee. |
Success management |
Operation and usage support by dedicated customer success staff for the department leading the work After onboarding management is completed Usage support as requested Invitations to user events, etc. |
Business card import service (by postal mail) |
Bulk import and scanning of business cards sent by postal mail. |
Data integration support |
Support for integrating data Guidance on integration with external data. Initial setting support is for 2 months. |
Data integration solution – Usage performance report |
Provide Sansan Data Hub usage reports. Limited to customers currently using Sansan Data Hub and Salesforce integration. |
Additional function support |
Support for setting up and implementing risk information, activity management, and use of internal collaboration solution functions Dedicated representatives provide 2 months of remote (phone, email, online meeting) implementation support Service includes guidance on the above functions and advice on integration and configuration Up to a total 3 hours of meetings during the period |
Support center (phone) |
Inquiries by phone to our Japan-based support center Available 10 a.m. to 5 p.m. during regular business hours (unless otherwise specified). Specifically for actual Sansan usage-related matters (PC and Mobile App, scanner, etc.); other inquiries are not supported. Only provided in Japanese. GiG Works AddValue Inc. will provide the main service. |
Support Center web meeting support |
Support Center online meetings (e.g., Zoom) to respond to inquiries Provided during business days and hours (10 a.m. to 5 p.m. JST). Time may be shortened or suspended in line with Sansan's schedule (several times a year) Maximum 2 times/month, 1 hour each Dates and times decided in cooperation with Sansan technical support Limited to confirming specifications of Sansan (Web App, Mobile App, scanner, etc.) and problem-related inquiries Inquiries outside the scope of support are not accepted Provided only in Japanese. May be outsourced to GiG Works AddValue Inc. |
Business card digitization express support |
Prioritized business card data Available for up to 1,000 business card sides per day. Prior application required for using this service. Only for digitizing cards acquired at events such as trade shows, and not for large quantities of previously acquired cards. |
Special analysis report |
Original analysis reports prepared by our specialized agency Limited to once every 6 months Scope of analysis limited to contact information already imported into Sansan Content is determined in cooperation with the customer success representative |
*1 If subscribing to Sansan Data Hub, please select the Basic Plan (CS Plan Professional) which includes data integration support or...
-Additional data integration support (2 months) is required.
*2 Available only for customers who have already applied for data integration support (2 months).
*3 Customer Success (CS) Plan is required for using the risk information function to screen previously acquired business cards.
*4 New subscribers cannot use the optional Customer Success (CS) Plan. Please use a Basic Plan.
Data integration support (2 months)
Details: Data integration design support for new services and Datahub integration
Our data solutions architect will assist in designing your new system integrated with Datahub.
There are typically three meetings (online): kickoff, confirmation after the start of test integration, and confirmation after the production release.
We will review the integration setting materials and advise on points needing improvement after test integration.
There is a maximum of 5 hours of meetings and 5 hours of review and confirmation.
A contract for this additional plan is required for each tenant (connection).
Integrating with the SATORI service takes 1 month for setup, so 3 months are required in total.
If over 2 months (for SATORI, over 3 months) are required, an extension fee will be charged.
Support is provided during regular business days and hours (10 a.m. to 6 p.m. JST).
Provided in Japanese only.
Data integration support (1 month additional)
Additional support is available in monthly units only for those contracting for data integration support (2 months).
Service contents are based on those in the 2-month plan.
Support is provided during regular business days and hours (10 a.m. to 6 p.m. JST).
Provided in Japanese only.
Customer Success Plan
Support contents: Based on the Basic Plan (Customer Success Plan)
Training (3 hours)
Details: This is an in-person service for operations support staff to guide on the basic operations of Sansan.
For all Sansan users.
Total of 3 hours, consisting of a prior online meeting (1 hour) + practical training (2 hours).
Typically, our staff will visit your office 1 time, for 2 hours.
Travel expenses are charged when visiting from the head office to locations other than Tokyo, Kanagawa, Saitama, and Chiba and from the Kansai branch to other than Osaka, Kyoto, Hyogo, Shiga, Nara, Wakayama, and Aichi. An additional 100,000 yen will also be charged for English support. An additional 100,000 yen will be charged for English support.
Provided during normal business days, 10 a.m. to 6 p.m. JST.
Separate expenses will be incurred if extra travel is required.
Business card import service (by postal mail)
Details: Send all business cards and we import them into Sansan.
Regardless of other agreements, our business card import service (including postal/on-site) may be carried out by any of our subcontractors.
Compile all business cards you would like to import and ship them to us by post.
After we have imported them, we return them to you.
There is a separate digitization fee in addition to the service cost.
We keep your cards for around 2 weeks. If you have sent us a very large amount of cards, we will process them in batches each week.
Before the import, we require that you provide us with an estimate of the total number of cards for scanning.
Cards must be put in our Business Card Digitization Kit before processing.
Regarding the Sansan Customer Success Plan’s Business Card Import Service (by postal mail) for the Basic Plan and Additional Plan, to ensure efficiency and safety, we may change the designated drop-off/submission location for cards.
The Sansan registered name must match the name on the kit. If it does not, use the card included in the kit.
Mail, return, and processing dates will be set separately.
Sent cards will be given a DocuSign electronic signature or a PDF emailattachment with a personal information transfer slip.
This form will be used as a verification of exchange for business cards.
Any changes or cancellations made on or after Wednesday, two weeks prior to the start week will be charged a handling fee.
The estimated price is based on the work cost of our staff in accordance with the approximate number of captures indicated when applying for the service.
Please note that no refunds will be given even if some cards are left out of the import.
Business card data conversion is based on the Sansan service specifications.
Scanning of cards with multiple languages and tagging cards must be handled by the customer.
The customer is responsible for shipping and receiving charges.
You cannot view or check information on business cards during the import process.
For security purposes, the weight of business cards is recorded upon arrival and shipment.
The Sansan service agreement (formerly Link Knowledge service agreement) shall apply to business card import. Irrespective of the provisions of the agreement, the Company shall not be liable for any of the following, except in the case of willful misconduct or gross negligence on the part of the Company.
1.Loss, damage, or deterioration due to problems occurring during transportation.
2.Changes in the business cards’ condition between when they were sent and are returned to the customer; differences in the number of cards, perception of cards, etc.
Other request details must be agreed upon and submitted in the request form designated by the Company.
Notes regarding pricing
The numbers of times and the duration for each service listed are limited.
Please note that no refund will be given even if the number of times allotted and total time are not reached during the support period for reasons attributable to the customer.
Go here to check the previous service details.
If we change service contents, we will display details and the date of
change on this page in advance.
Please note that your continued use of the service after the changes
take effect will constitute your consent to such changes.