BIPROGY Inc. – Scaling Mobility Services with Seamless Operations

BIPROGY Inc. (formerly Nihon Unisys, Ltd. until April 2022) has a long track record as a system integrator, building infrastructure that supports both industry and society. Today, the company is focused on creating business ecosystems that transcend industry boundaries, connecting diverse companies to generate new value, enrich society, and contribute to a sustainable future.

As part of this mission, BIPROGY is advancing the platformization of mobility services through smart oasis, a foundational MaaS (Mobility as a Service) system. smart oasis provides infrastructure for EV charging and car sharing. Its concept goes beyond system provision by delivering one-stop operational services that allow client companies to focus on strategy while ensuring high-quality service delivery.

Since May 2020, TMJ has supported smart oasis by managing the back-office operations of client car-sharing services, including member screening, fee settlement, and end-user inquiries.

The Challenge

BIPROGY needed an operational partner to complement its system capabilities and help scale smart oasis. Several factors shaped this need:

• Client-Driven Catalyst: One of BIPROGY’s existing car-sharing clients wanted to switch to a more flexible back-office vendor. This, combined with BIPROGY’s search for a partner in mobility operations, prompted them to reach out to TMJ, which had been focusing on contact center services in the MaaS sector.
• Operational Scope: Back-office tasks such as fee settlement, membership verification, and inquiry handling required reliable, scalable operations.
• Transition Risks: Minimizing quality drops during the vendor switch was essential.
• Business Continuity: During the COVID-19 pandemic, robust contingency measures were critical. TMJ had not only a BCP but also concrete response plans, policies, and infrastructure, providing confidence to BIPROGY and its clients.
• Strategic Shift: BIPROGY was moving away from one-off system development projects toward a service-oriented model where systems are continuously operated. This shift made operations an essential element, but BIPROGY lacked the expertise to build and run a 24/7, 365-day contact center.

The Solution

BIPROGY selected TMJ because it met all of the required criteria and shared BIPROGY’s direction in strengthening MaaS-related services.

Initial Expectations

BIPROGY expected TMJ to leverage its experience in mobility services and backup systems to minimize any drop in quality during transition and deliver greater efficiency after launch.

“We expected TMJ to leverage their experience in mobility services and their backup systems to minimize any potential drop in quality that can often occur during an operational transition. We also had high expectations for operational efficiency after the service launch.”
— Rio Miyoshi, Sales Office 3, Business Division 1, Social and Public Service Business Division, BIPROGY Inc.

Key Contributions

1. Back-Office Operations
   TMJ established a dedicated contact center for smart oasis covering car-sharing operations: member screening, fee settlement, and handling daily customer inquiries.
2. Seamless Transition
   TMJ managed the May 2020 transition smoothly, ensuring no drop in service quality.
3. Continuous Improvement
   TMJ responded promptly to improvement suggestions raised by BIPROGY’s client companies, accurately diagnosing issues and implementing fixes. TMJ worked hard on recovery and prevention—earning strong trust from client companies.

“The site supervisors (SVs) have also proactively engaged in problem-solving, and we truly appreciate their forward-thinking attitude.”
— Yoshihiro Yamada, Director, Room 1, Smart Life Service Department, Product Service Division 2, BIPROGY Inc.

1. Business Continuity and Resilience
   With backup systems and detailed contingency measures already in place, TMJ reassured both BIPROGY and its clients of uninterrupted operations during the pandemic.
2. Complementary Expertise
   By combining BIPROGY’s expertise in system development with TMJ’s operational know-how, both companies established a complementary relationship. BIPROGY provided the technology foundation, while TMJ ensured reliable, customer-facing operations.
3. Intermediary Role
   BIPROGY positioned itself as a neutral intermediary between TMJ and client companies, providing objective evaluations of operations and balanced feedback. This structure was seen as beneficial by all parties.

Results

The collaboration delivered strong outcomes for BIPROGY and its clients:

• High-Quality Operations: Twice-yearly assessments confirmed consistently strong performance, supported by TMJ’s cross-functional quality management team.
• Client Trust: TMJ’s proactive supervisors and recovery-first approach built credibility with car-sharing clients.
• Resilience: Detailed BCP infrastructure enabled uninterrupted operations during COVID-19.
• Flexibility for Growth: With car sharing still in a growth phase, TMJ built an operational structure capable of adapting to clients’ new profitability initiatives.
• Integrated Value: Clients valued the synergy of systems and operations, expecting bottom-up improvement proposals tailored to their needs. With both perspectives combined, BIPROGY and TMJ could “take a step back, see the full picture, and pursue the optimal solution.”

“We’ve come to realize that smooth communication between system and operations teams is key to delivering high added value. By having professionals from both sides work together as one team, we’ve been able to achieve flexible, high-quality operations.”
— Yoshihiro Yamada, Director, Room 1, Smart Life Service Department, Product Service Division 2, BIPROGY Inc.

Looking Ahead

BIPROGY plans to expand smart oasis beyond EV charging and car sharing, positioning it as a platform for future MaaS innovations. TMJ is expected to play an increasing role in supporting this growth:

• EV Charging Operations: From April, TMJ will take on responsibilities for EV charging operations, helping address staffing and workload challenges while co-designing scalable frameworks.
• Voice of the Employee (VOE): TMJ will support system improvements based on frontline staff feedback. Leveraging VOE is one of TMJ’s strengths.
• New MaaS Services: BIPROGY aims to expand smart oasis’s two pillars and introduce new mobility services.
• Data Utilisation: Future consultation with TMJ will explore how best to apply location and usage data for client benefit.
• Knowledge Sharing: Both companies will strengthen their shared knowledge base, combining expertise from system engineers and contact centre professionals to drive continuous improvement.

“Through this joint, one-stop service model, we hope to provide our client companies with an environment where they can focus on their core business activities, such as planning and executing business strategies. That, we believe, is the true value both our companies can offer.”
— Yoshihiro Yamada, Director, Room 1, Smart Life Service Department, Product Service Division 2, BIPROGY Inc.