在商品呈現給您之前
我們IM的商品乘載著許多人的信念，呈現給您。
身為伴您邁向“美麗與健康的夥伴”，我們有哪些考量，又做了什麼努力？以下為您介紹IM對商品與事業上的想法和堅持。
IM，
是伴您邁向美麗與健康的夥伴。
商品配送給您之後。
我們傾聽您的喜悅與要求，
並努力創造
更好的服務和商品。
Product Planning
Creating products that feel good, every day
We plan products that can make our customers smile.
To create better products, we often start with the voice of the customer. More than simply responding to requests such as “I want this kind of product” and concerns such as “I’m having a problem,” we continue to work on product recipes until we are completely happy with them ourselves.
We focus not only on functional aspects such as sourcing highly safe and effective ingredients, but also on making our products easy to use. Because you will use the product every day, we want our products to look, smell, and feel comfortable. We make prototypes again and again while envisioning the smiles on our customers’ faces. We use only those preservatives required to maintain quality, which we identify based on evidence, selecting only those that are truly safe.
Research and Development
Using unique materials and state-of-the-art technologies to create products that make people smile
The laboratory where we create our products is the place where we turn “I want to make this product” into reality.
Our products are developed using state-of-the-art technologies in an optimal environment so that we can bring out the best of the special ingredients that are the foundation of each brand concept.
RICE FORCE is formulated using a fermentation technology developed by a brewery in Kagawa and naturally derived active ingredients in a ratio that maximizes its effectiveness.
BRIGHTAGE and Regain Triple Force use original ingredients from the Daiichi Sankyo Healthcare Group who conduct research and development based on evidence and utilizing knowledge and in-depth research data unique to pharmaceutical companies.
Product Manufacture
Manufacturing all our products in Japan using safe and secure production processes
Because our customers will use our products every day, we are particular about ensuring that our products are safe for the body and can be used daily with peace of mind. As a pharmaceutical company group, we manufacture each product with care at our factory in Japan under strict hygiene and quality control conditions, in an environment blessed with clean water and air. After production, only products that have passed our strict inspections will be delivered to our customers.
Website
Letting you enjoy shopping any time, in the comfort of your own home
Making use of the web marketing know-how we have cultivated over many years, we have built a website that puts customer convenience first. Our mail-order sales and delivery management systems are built, managed, and run by us, and we put every effort into making our online shop easy to use at all times, such as by adjusting the text and design to provide a better viewing experience and using innovations on the Regular Delivery Service instruction page to make it easier to understand.
We have dedicated staff performing daily maintenance to support our website, which is the backbone of our business. We also operate English and Chinese e-commerce websites to respond to inquiries from overseas customers.
Security Measures
Implementing strict security measures that are the foundation of trust
We pay special attention to security because as a mail-order business, we are entrusted with your precious personal information. In addition to our server maintenance system that can respond to issues 24 hours a day, we are constantly working to strengthen our security measures, such as antivirus measures for our computers and control of access to company buildings.
Information Delivery
Delivering the Im brand through a variety of media
RICE FORCE, BRIGHTAGE, and Regain Triple Force are all featured monthly in popular fashion and beauty magazines. RICE FORCE in particular has been used on many movie and TV drama film sets, and is a favorite product of many hair and makeup artists and actresses. The circle of RICE FORCE users is also expanding as the product is now being used for amenities at Japanese and overseas spas and luxury Japanese inns.
We value our close connection with our customers, which we seek to maintain by holding events related to all our brands for the users of our Regular Delivery Service, such as photo sessions by professional hair and makeup photographers, invitations to outdoor festivals, and marathon races, and by providing beauty and health information on social media.
Contact Center
Feeling satisfied with our products
Our contact center allows customers to call in with new orders or make changes or add products to their Regular Delivery Service. All our operators are knowledgeable about beauty and customer service. They not only give and receive information, but also inquire about current skin conditions and health concerns, and provide explanations and advice on the proper use of products. They sometimes get quite animated in conversations with customers about beauty and health. As your close partner in beauty and health, Im welcomes your call.
Packing
Packing each product carefully, by hand
Products are stored and managed in an appropriate environment and delivered directly from our distribution centers to our customers. We deliver our products filled with the spirit of Im. When you open the box, a message is sitting on the top, allowing us to express our gratitude. We also include product introduction pamphlets and newsletters full of useful information.
Pre-shipping Inspection
Operating a hybrid inspection system built on years of experience
Our logistics center, in which we have accumulated more than 20 years of know-how, uses a hybrid system of people and systems to enhance Im’s checking capabilities so that we can reliably deliver products to our customers. Delivering the right product to the customer is also part of the Im Quality guarantee. We also implement daily improvements to refine our delivery quality, such as by creating improvement mechanisms and building our own systems.
Communication Tools
Delivering something extra
We are always thinking of what we can do to put an extra smile on the faces of our customers when they receive our products. Something extra, such as adding recommended product information for each customer to their delivery note, which tends to be a little dry, or including pamphlets with information on current campaigns and products that the customer can enjoy. Our job does not end with the delivery of the product. We also distribute email newsletters and information via social media to maintain communication with our customers.
Packaging
Delivering products in easy-to-use, beautiful packaging filled with the Im spirit
We take care to make our containers and packages pleasing and appealing because they are part of your everyday life. When producing our packages, we do not stop until we are satisfied with both the design and functional aspects. Repeatedly re-examining the package from many different viewpoints, we consider how and where you will use the product, and think about whether the color and design match the brand image, what the texture is, and whether it is an easy-to-use shape.
Moreover, we never stop working on improving our packages and making them easier to use, such as by creating a sticker on which you can write when you first use a product--an idea that came from customer feedback--and making the seal on the top of lotion easier to remove, as you requested us to do.
Contact Center
Supporting you, our customer, and valuing your input
As a point of direct contact with you, our Contact Center aims to ensure that you are satisfied in every way and receive support that is attuned to your situation. Many of our operators are qualified Cosmetic Concierges with in-depth beauty knowledge and every day we study how we can resolve your concerns as your health and beauty partner.
Before you end your call, we will make sure to check again that you are not unsure about anything and do not have any further questions, so you can feel free talk about anything that is bothering you. The Contact Center shares feedback received via telephone or email throughout the company so that we can improve our products and services and plan new products.
Regular Delivery Service
Providing a service tuned to your lifestyle, as your No. 1 health and beauty supporter
Im provides a special service to bring beauty closer to you.
Because our products are part of your everyday life, we want to make things easy for you and deliver your products exactly when you need them. This is the concept behind Im’s Regular Delivery Service, which is a service that allows us to deliver products tailored to your needs. There are no restrictions on the number of times you use the service or for how long, and you can freely edit the plan so that products are delivered at your desired timing, as well as skip or cancel delivery.
For RICE FORCE customers, we offer a regular Skin Analysis Service that gives you a real sense of the effectiveness of your skincare regime. It is because our products can be ordered by mail in the comfort of your own home that we are committed to providing services that are convenient and offer peace of mind.