JSOL: Streamlining Customer Service with an Effective Digital Workflow

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Mr. Hirokazu Masuda, Senior Vice President, JSOL
Given the necessity for digital processes to accommodate new modes of working brought about by the pandemic, as well as the expanding mobile workforce and security and privacy concerns, the emergence of Digital Transformation is predictable. While "digital transformation" implies delivering goods and services at a faster pace, organizations need IT service management (ITSM) to offer governance, stability, and knowledge at the business governance level. Using ITSM, organizations can gain clarity about how services connect and how data is protected while enabling and supporting digital delivery. This allows IT personnel to focus on more value-added tasks while providing employees a faster and better service experience. This is precisely where ServiceNow takes center stage. ServiceNow is a robust platform with significant values that propels modern enterprises to operate more quickly and scalably. It provides a variety of integrations for its customers who use it as a versatile business tool. Indeed, ServiceNow integration services provide capabilities that make it simple for businesses to leverage seamless platform integrations. Recognizing the benefits of ServiceNow, a number of organizations have built tools to aid with system integration, allowing for faster information flow while saving operational expenses.

JSOL is one such expert!

Founded in 2006, JSOL is an information and communication technology (ICT) platform that promotes work style transition and improves employee performance. It also offers clients with the ServiceNow mechanism, which allows the organization's digital transformation to operate smoothly and aids in the achievement of 'Sophisticated Digital Driven Management' through the use of the 'Quick Win Solution' and the 'ERP Linkage Solution.'

"Our company enables end-to-end digitization of siloed business processes through centralized approach that can be handled from a single point on the ServiceNow platform," says Mr. Hirokazu Masuda, Senior Vice President.

JSOL's IT service management built with OnePlatform allows for centralized management of in-house inquiries while managing vendor support status on the same Platform— such standards of efficiency is unmatched in the industry. The UX improvement core system front can also be utilized to achieve centralized 'to-do' management by bundling multiple different back-end systems. In addition, the Platform offers integrated services management through foolproof workflows across departments.



Our Company enables endto-end digitization of siloed business processes through centralized approach that can be handled from a single point on the ServiceNow platform

The fully integrated and centralized approach to all the processes involved is reflected in their solutions for intercompany communication as well. Communication between companies is switched from email/telephone communication to One Platform and recording and progress management is realized to visualize progress, issues, and actual conditions across companies.

JSOL's business scope widely ranges from manufacturing, distribution, and services to financial and public sector organizations. Based on its cutting-edge ICT technology and outstanding business know-how, JSOL Precisely understands the issue specific to each customer and guides them towards success in their business, and thereby paving the way to a new era. This customer-oriented business policy underlies the growth of JSOL's business.

"Currently, we are focusing on planning a solution for "Accounting DX," which will link expense reimbursement (e.g., Concur) with accounting systems (SAP), automation (e.g., Blueprism), and ServiceNow to digitally transform our customers' accounting operations," says Masuda.

Prior to entering the ServiceNow sector and splitting from the Japan Research Institute, JSOL— for nearly 30 years— has been developing its business in the enterprise domain for large companies in the Japanese market, particularly in the core area of SAP implementation and consulting. Their expertise in this niche market has even been recognized by SAP, honoring the company with the award of excellence twenty times. This, in itself, puts the company on the list ahead of its competition in Japan. In the 2020 "Great Place to Work" ranking in Japan hosted by Great Place to Work® Institute Japan, JSOL ranked 9th for the best company in the large size category (1,000 employees or over).

"While respecting the autonomy, creativity and cooperation of staff, we are working to create a workplace environment in which our staff can rise to our full potential in serving customer. Our aim is to ultimately become a company trusted by society," says Masuda.

Company
JSOL

Headquarters
Chuo-ku, Tokyo

Management
Mr. Hirokazu Masuda, Senior Vice President, JSOL

Description
Founded in 2006, JSOL is an information and communication technology (ICT) platform that promotes work style transition and improves employee performance. It also offers clients the ServiceNow mechanism, which allows the organization's digital transformation to operate smoothly and aids in the achievement of 'Sophisticated Digital Driven Management' through the use of the 'Quick Win Solution' and the 'ERP Linkage Solution.'

JSOL