JBS uses ServiceNow’s customer service management to provide outsourced knowledge utilization services to Kao’s internal IT service desk

Nippon Business Systems Co., Ltd. (Headquarters: Minato-ku, Tokyo, President: Jaki Makita Yukihiro) is the internal IT service of Kao Co., Ltd. (Headquarters: Chuo-ku, Tokyo, President and Executive Officer of Michitaka Sawada, the following Kao for short) We have introduced JBS’s outsourcing knowledge utilization service based on ServiceNow service desk for customer service management. By using KCS (Knowledge Center Service)* to aggregate, construct and integrate knowledge, it promotes users’ self-solving. Even if the number of remote office users is increasing, we have successfully controlled the number of IT queries.

※KCS (Knowledge Center Service)
The successful knowledge utilization model has been adopted by call centers and service desks in the United States

Kao achieved the following goals by consolidating and building knowledge through JBS’s outsourcing services.

• Within half a year, the number of inquiries related to the “Mail/VPN” service desk window was reduced by half
• Even if we are at home as a countermeasure against the new corona virus, the number of consultations has not increased rapidly, and the number has been suppressed.
• With the penetration of self-service, we can allocate excess resources and costs to the core business that should be addressed, such as improving the quality of support.

We have received recognition from ServiceNow Japan for this case study presentation.

We sincerely appreciate the adoption of customer service management for Kao’s internal IT service desk. According to Kao’s approach, in order to improve the quality and efficiency of the company’s internal and external service desks, it is important to answer queries accurately and quickly. So far, we have accumulated a lot. A mechanism to utilize the information provided as knowledge is essential. JBS is a partner in the implementation of ServiceNow, and a user who has improved productivity and operational efficiency by using ServiceNow for knowledge management. I hope JBS will continue to promote the digital transformation and CX improvement of many Japanese companies with its years of internal introduction experience and customer support knowledge.

ServiceNow Japan GK
Executive Officer and President
Murase Masashi

Please check this for details.
“Kao Co., Ltd. uses a common platform to aggregate, construct and integrate knowledge on the service desk to achieve self-solving.”
https://www.jbs.co.jp/case/servicedesk_kao

JBS will continue to support the further business growth and digital transformation of client companies by leveraging on the knowledge and technical capabilities accumulated in the enterprise and strong partnerships with leading IT global companies (such as ServiceNow). I will.

Reference: JBS service desk knowledge utilization comprehensive support
Using the company’s internal knowledge and information as knowledge can improve users’ self-solving capabilities.
By doing so, we will promote the transformation of consciousness from individuals to the entire company, increase productivity and competitiveness, and increase business value.
https://www.jbs.co.jp/solution/list/helpdeskknowledge

[关于日本商务系统有限公司（JBS）]
■Company Profile
Representative: Chairman and CEO Yukihiro Makita
Establishment: October 4, 1990
Number of employees: 2,250 (as of October 2019)
Website: https://www.jbs.co.jp

■Business overview:
As a Microsoft partner with extensive experience and expertise, JBS helps customers achieve digital transformation.
・Microsoft Corporation selected and won the “2018 Microsoft National Partner of the Year” award awarded by Microsoft to a Japanese company in 2018
・Selected as “Microsoft Japan Partner of the Year” by Microsoft Japan since 2013 (in the category of “Adoption and Change Management Award” in 2020)
・Microsoft Gold Medal Ability 19 categories

*Mentioned company names, logos, product names, etc. are registered trademarks or trademarks of their respective companies.
*All the contents of this press release are on the date of creation and are subject to change without notice. In addition, due to various reasons and backgrounds, some or all of them may be changed, cancelled or difficult to achieve. Please note.