Fujitsu global service desk Case Study | Fujitsu RunMyProcess

Customer support integration solution increases quality of service at Fujitsu global service desk

An integration solution based on RunMyProcess DigitalSuite helps the Fujitsu global service desks around the world maximize the transparency and agility of the incident handling process, while reducing errors and time delays.

Challenges Faced by Fujitsu global service desk

Fujitsu’s global service desk infrastructure is based on the communication between the centralized domain experts located in the main global service desk offices and the regional staff of the service desk global delivery centers. Tracking the ticket status between the delivery centers was difficult due to the use of different ticket management systems in each of the centers. The lack of an integration solution between the local and global service desks resulted in time delays, manual transfer of information, and high costs. Additionally, the decentralized support system was not adapted to the evolving needs of Fujitsu and its customers.

Fujitsu global service desk Solutions from Fujitsu RunMyProcess

Fujitsu selected RunMyProcess DigitalSuite to implement an integration solution that maximizes the transparency and agility of the incident handling process. The application, which is fully integrated with the different service desk systems, manages the ticket transfer between the service desks and the global expert resolver teams. The ticket status is available at all times via the system’s dashboard, ensuring full transparency of the process. The initial solution was developed in just two months with no visible change to the user interface since its introduction.

Background

Fujitsu is the leading Japanese information and communication technology company, offering a full range of technology products and services. They operate service desks at local, regional, and global levels, which provide support for more than 2 million incidents a month, in over 35 languages, by 5,000 service employees around the world.

“Thanks to this solution, we have globalized the support provided from our local, regional, and global service desks and now can pass information seamlessly across Fujitsu.”
Noel Butcher
Product Director, Fujitsu global service management tooling

Fujitsu global service desk Results

  • Integration of the application into all global service desk centers
  • Maximum transparency and agility of incident handling process
  • Significant reduction of errors and time delays
  • Higher quality of service due to constant availability of current ticket status

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