Structure to Support Business

Structure to Support Business

Grand Assistance provides speedy, high-quality services. We will introduce the business model behind the service from three key perspectives.

1.Grand's Unique Structure for Efficient Communication

Conventional Structure

A structure with inadequate collaboration, resulting in time-consuming processes

Customer→Emergency calls→Call Center→Dispatch requests→Service provider→On-site arrival time estimates, Rush to the emergency site

  • Customers must coordinate with multiple parties
  • Longer coordination times lead to delayed responses
  • Telephone-based communication between call centers and service providers increases the risk of information breaches

Grand's Structure

A structure designed to avoid delays and alleviate anxiety

Customer→Emergency calls or LINE calls→GRAND ASSISTANCE, GRAND ASSISTANCE→On-site time arrival estimates→Customer, GRAND ASSISTANCE→Smart Grand→Service provider, Service provider→Location-based services→Customer

  • Smart Grand automates service provider dispatch for rapid on-site emergency response
  • With our location-based service, we can accurately track the current location of both the customer and the tow truck
  • System-based information coordination helps lower the risk of information breaches
Approximately 5,000 business partner locations nationwideGrand = Network
We use “Grand = Network” as a collective term for road service and house service providers that deliver high-quality rescue services through our network of approximately 5,000 locations nationwide.

2.A Robust Organizational Structure against Various Risks

All executives and employees recognize the importance of risk management. To proactively mitigate potential risks, we have established a risk register that covers legal, information asset, and other operational risks.
Building on this, we have developed policies such as the Group Risk Management Basic Policy, Risk Management Policy, and BCP, while promoting risk management through the evaluation of key risk events. We establish a risk register, KRI (Key Risk Indicators), and KCI (Key Control Indicators), and conduct monthly monitoring of the risk management plan, followed by a review every six months. We also secure business continuity through the revision of the BCP manual and training sessions.
Management and the holding company carry out periodic reviews and improvements, while the risk management department monitors and addresses issues on a monthly basis. Reports are submitted to the Management Committee and the Board of Directors every six months.

  • Presentation of the Group Risk Management Basic Policy. Group risk monitoring. MS&AD Insurance Group Holdings：Board of Auditors→Auditing→Board of Directors Group Management Committee - ERM Committee (Monitoring, discussion, and coordination) - Corporate Risk Management Dept.
  • Periodic reports of risk status. MS&AD GRAND ASSISTANCE：Board of Directors/Management Committee→Improvement instruction→Each Dept.(Formulation, execution, and reporting). Risk register Risk management initiatives, MS&AD GRAND ASSISTANCE：Board of Directors/Management Committee→Risk Supervisory Dept./Risk Management Dept.→Monitoring/Managing→Each Dept.(Formulation, execution, and reporting). Risk register Risk management initiatives, MS&AD GRAND ASSISTANCE：Board of Directors/Management Committee→Periodic confirmation→Each Dept.(Formulation, execution, and reporting). Risk register Risk management initiatives

Security Countermeasures

  • Security Systems

    Security Systems

    For the reception sites that operate 24 hours a day, manned security systems are also available 24 hours a day. The premises are patrolled as needed to prevent access by any suspicious intruder.

  • Surveillance Camera

    Surveillance Camera

    Cameras are always used to monitor areas that are difficult to see and track entry into high-security rooms.

  • Access Restrictions

    Access Restrictions

    All entrances and exits, from company entrances to reception sites, are restricted. Access is controlled using an access card equipped with a magnetic stripe and an IC chip.

  • Fingerprint Authentication

    Fingerprint Authentication

    Grand Assistance call center system is equipped with a fingerprint authentication system. All communicator register fingerprint information in advance, making it impossible for outsiders to log into the system.

Disaster Countermeasures

  • Multiple Contact Centers & Data Centers

    Multiple Contact Centers & Data Centers

    To minimize service interruptions, we operate multiple contact centers and data centers across Japan. Our facilities are carefully selected based on strict criteria and housed in earthquake-resistant buildings to ensure reliable operations.

  • Server Groups

    Server Groups

    Almost all of the servers are redundant (duplexed), ensuring continuous operation and rapid recovery even in the event of a disaster.

  • In-house Power Generation Equipment

    In-house Power Generation Equipment

    Even if power supply is interrupted due to an earthquake or other events, our backup generators automatically activate, ensuring continued operations until public electricity is restored. Additionally, our UPS (Uninterruptible Power Supply) system prevents even momentary disruptions, maintaining seamless system functionality.

  • BCP Training and Disaster Preparedness Stockpiles

    BCP Training and Disaster Preparedness Stockpiles

    Annual disaster training is held to ensure the safety of employees and business continuity.
    Additionally, in the event of an emergency, we have a three-day supply of emergency provisions to support employees staying on-site.

3.Initiatives to Maintain High-Quality Services

We take initiatives in training, management, and promoting digital transformation (DX) to ensure that every staff member can provide a service that makes customers feel at ease, no matter who answers the phone.

Communicator Skill Improvement and Quality Control

Communicator TrainingCommunicator Training

  • Aptitude test and interview

    Candidate overall suitability is determined via aptitude assessment, written exams, and interviews.

  • Basic communicator skills training

    Develop the requisite attitude, basic operational skills, and understanding of workflow fundamentals.

  • Classroom and video training

    Employees gain a deeper understanding of their work through video training and classroom sessions, followed by a test.

  • Systems training

    Specialized training in the customer management system and call-handling system is delivered through small-scale workshops.

  • Role-playing

    Practical training is implemented through role-playing scenarios.

Digitalization of perational ProcessesDigitalization of
perational Processes

To optimize customer-centric operations and establish a staffing structure independent of the recruitment environment, we promote digital transformation (DX).

Systematization of communicator operations
  • Receiving requests via LINE
  • Receiving requests via web form
  • Partial automation of Grand = Network arrangements
  • AI-powered automatic reception for dead battery recovery requests
Systematization of administrative processes
  • Implementation of an automated billing system

Enhancement of On-site Service Quality and Technology

The person in charge in each region coordinates closely, engaging in dialogue, and continuously conducting quality checks while offering advice to improve quality.

MS&AD Group

MS&AD Group

  • Quality
    Improvement
    • Quality checks through dialogue
    • Training video distribution
    • News distribution
  • Technology
    Enhancement
    Support
    • Technical training provided by Group Insurance's Automotive Research Institute
    • Distribution of technical support videos
  • Promotion of
    Dialogue
    • Regional conventions are held nationwide
    • On-site visits by a person in charge
  • Boosting
    Motivation
    • Sharing customer gratitude messages
    • Survey result sharing by the communicators

Partner service providers for Grand Assistance (Grand = Network)

Partner service providers
for Grand Assistance
(Grand = Network)