Intercom R&D Center

What Intercom R&D Center does

Intercom R&D Center (株式会社インターコムR&Dセンター) is a Japanese wholly-owned subsidiary of Intercom Inc., established June 8, 2016 and headquartered in Minamiboso City, Chiba Prefecture. The company operates as the outsourcing and engineering arm of the Intercom Group, delivering technical support (helpdesk/SE), software quality testing, product installation and configuration, package fulfillment, and software development services for Intercom's package software portfolio, including Biware (financial/retail operations), LAPLINK (remote control), Hasso (document management and file transfer), and MaiToKu (PC-FAX). End customers span enterprise and mid-market firms in financial services, retail/wholesale, and general business, served on a nationwide basis through Intercom's five-region sales network.

The company maintains a dual-location operating model. Its Minamiboso (Chiba) headquarters functions as the original technical support and call center base, while the Sendai Soft Lab, opened September 1, 2022, has become the core center for original cloud-based software development. The technology stack is centered on JavaScript/TypeScript with React, Next.js, and NestJS frameworks, deployed on AWS infrastructure (RDS, SES, Cognito, S3) with PostgreSQL databases across Windows and Linux environments. Since 2024, the company has shifted from purely support work to also building original subscription-based cloud software products, which the parent company Intercom handles selling and distributing.

The business model combines managed services revenue (inter-company outsourcing contracts with Intercom Inc.) with emerging subscription/recurring revenue from the original Sendai-developed products. The company carries ISO/IEC 27001 (JIS Q 27001:2025) and Privacy Mark (JIS Q 15001:2023) certifications — both renewed in 2025 and 2026 — and is GDPR/CCPA compliant. As of April 2026, it employed 72 people with registered capital of ¥50 million, and operates as a private corporation with no external investors.

Name

Intercom R&D Center

Legal name

株式会社インターカムR&Dセンター

Website

https://intercom-rdc.co.jp

Company type

Private

Founded year

2016

Operating status

Operating

Headcount range

51–100 employees

Short description

Intercom R&D Center (株式会社インターコムR&Dセンター) is a Japanese wholly-owned subsidiary of Intercom Inc., providing technical support, software testing, and development services for Intercom Group products through dual offices in Minamiboso and Sendai.

Ownership category

akta.pro rank

Product category

IT Outsourcing Services

NAICS

Custom Computer Programming Services (541511), Computer Systems Design and Related Services (54151), Computer Systems Design Services (541512), Telephone Call Centers (56142)

SIC

Services-Computer Programming Services (7371), Services-Computer Programming, Data Processing, Etc. (7370), Services-Help Supply Services (7363), Services-Computer Integrated Systems Design (7373)

akta.pro primary industry

CI/CD Pipeline Engineering & Automation (BPAEAKAB)

akta.pro secondary industry

Contact Center & Helpdesk Services (Student/Parent/Alumni Support) (EDAEALAD)

Keywords

• Software technical support
• Software quality testing
• Managed IT services
• Package software support
• Cloud software development

Headquarters

HQ city

Chiba

HQ country

Japan

HQ region

Asia

Offices2 records

Markets served

GTM type

B2B

Offering type

Services

Cost components

Personnel, Operations, Technology or R&D, Infrastructure, Marketing or Sales

Revenue model

1. Technical Support Services: Provides technical support, call center operations, and customer service for Intercom Group's package software products and cloud services. Services include product/service call center operations, package product packing and delivery, product/service installation and setup, and software development/testing support.
2. Software Development: Original software product development initiated in 2024 with Sendai Soft Lab as the core development center. Develops cloud-based software services independently while parent company Intercom handles sales and distribution.

Pricing tiers

Go-to-market motion1 record

Distribution channels1 record

Marketing channels4 records

Core offering

Intercom R&D Center provides technical support, software testing, and implementation services for Intercom Group's package software products, including helpdesk/call center operations, on-site installation and configuration, software quality testing, and package delivery. The company also develops original cloud-based software products from its Sendai Soft Lab, with the parent company Intercom handling sales and distribution.

Product overview

Intercom R&D Center operates as an outsourcing partner for Intercom, providing two main service pillars: Technical Services (technical support, implementation/SE services, and software testing) and Software Development (custom and original software development). The company supports Group company products including Biware, Hasso, LAPLINK, and まいと～く, while also developing original software products from its Sendai Soft Lab. The technical services include call center operations, package product packing/delivery, and software installation/configuration support.

Differentiator

Problem solved

Functional benefit

Products and services

• Technical Support Services Helpdesk and call center technical support services for end-users of Intercom Group package software products including Biware, MaLion, Remote Operator, Web給料帳, and まいと～くCloud. Includes product/service installation and setup, configuration support, and remote/on-site guidance. Targeted at enterprise and mid-market businesses using Intercom's software products.
• Software Testing and Quality Assurance Services Software quality testing and quality assurance services for Intercom Group package software products. Includes product/service testing, verification, and quality control to support Intercom's packaged software portfolio. Targeted at Intercom Group as the primary client.
• Package Product Packing and Delivery Services Physical packing and delivery services for Intercom Group package software products. Handles order fulfillment and shipment of packaged software to end-user customers. Targeted at Intercom Group as the primary client.
• Original Software Development Original cloud-based software product development led from the Sendai Soft Lab (opened September 2022). Develops cloud-based software services independently with Intercom handling sales and distribution. Targeted at enterprise business customers.

Named customers3 records

Segments1 record

Ideal customer profiles2 records

Technology focussed Yes

API detail

Has API

No

API docs

API detail

Core technology

AI maturity

App detail

Feature1 record

Partnerships

One partnership is on record.

• 株式会社インターコム (Intercom, Inc.)coreOthers · 8 June 2016Parent company (100% subsidiary relationship). Intercom R&D Center was established as a wholly-owned subsidiary of Intercom Inc. to provide outsourcing services including technical support, software testing, and development for Intercom's package software products. Intercom handles sales and distribution through its nationwide sales network.

Scale indicators4 records

Recent moves9 records

Expansion highlights5 records

Broad incumbents

• NTT Data: Largest Japanese IT services firm with extensive system integration, software development, and managed services operations. Comparable to R&D Center's combination of custom software development and outsourced IT support, though at vastly greater scale.
• TIS Inc. Major Japanese IT services company providing custom software development, system integration, and outsourced IT operations. Comparable to R&D Center's software development and systems integration work, but with a much broader client base and service portfolio.
• SCSK Corporation: Sumitomo Corp-affiliated IT services firm offering system integration, software development, and IT outsourcing. Comparable to R&D Center's combination of custom development and IT support services, though far larger and more diversified.
• BIPROGY: Established Japanese IT services company delivering system integration, software development, and managed services for enterprise clients. Overlaps with R&D Center's software development and outsourced IT support activities.

Direct peers

• INTLOOP: Japanese IT consulting and engineering staffing firm providing software development and IT support outsourcing. Comparable to R&D Center's contract software development and technical support model for enterprise clients.
• BellSystem24: Major Japanese call center and CRM/BPO operator serving enterprise clients. Directly comparable to R&D Center's helpdesk and contact center operations supporting Intercom Group software products.
• Transcosmos: Large Japanese BPO and IT outsourcing firm providing contact center, technical support, and digital services. Closely comparable to Intercom R&D Center's helpdesk and technical support outsourcing business, though at significantly larger scale and with a global footprint.
• Internet Initiative Japan (IIJ): Japanese IT services and network solutions provider with managed services, cloud, and security offerings. Comparable to R&D Center's cloud-based software development on AWS and managed IT support capabilities.
• TMJ (Tokyo Marunouchi Japan): Japanese BPO and contact center operator providing outsourced customer support, helpdesk, and back-office services. Directly comparable to R&D Center's helpdesk and contact center operations serving software product end-users.
• Altius Link: Japanese BPO and contact center services provider spun off from Yahoo Japan. Comparable to R&D Center in offering outsourced customer support and IT helpdesk services for enterprise clients.

Market position

Strengths4 records

Weaknesses4 records

Competitive moat5 records

Key risks6 records

Key highlights6 records

Customer concentration

• Instagraminstagram.com/intercomrdc

Compliance7 records

Revenue estimate

Valuation estimate

Number of profiles

Profiles5 records

Funding overview

Funding rounds

Investors

Funding detail is available on the Subscription and Enterprise plan.Contact sales →

M&A

Investments

M&A and investment is available on the Subscription and Enterprise plan.Contact sales →

Frequently asked questions about Intercom R&D Center