Written by Aimee Chanthadavong,
Photo: Witthaya Prasongsin/Getty Images
Fujitsu usually provides the technology to help customers solve problems. But this time, the Japanese conglomerate has the issues.
As Fujitsu executive officer, EVP, and head of the global services business team Tim White described at the ServiceNow Knowledge 22 Sydney event on Wednesday, the company may be a global organization, but it doesn’t necessarily build such one .
“We started as a product -based organization and like many global product -based organizations, we expanded almost like a franchise. [through] a country-based model, so we have regions and countries, ”he said.
“What usually happens is that the similarity of each country is this ability to build their own portfolio of services around it, but those portfolios and the services behind it – the systems – are not connected. . “
White said the result of this structure means Fujitsu’s customer experience is “very good on the frontline” but it has created a poor employee experience as the company continues to grow.
In an effort to improve the employee experience, Fujitsu turned to ServiceNow to help redesign its internal processes, so its global offices are connected to the back-end.
“We looked at the workflow in our organization … then we said,‘ How do we redesign our processes to be efficient, to be connected on a global basis, and [be] empowered by our systems overall? ‘”White said.
“It takes a long time to change the back-end in a lot of countries, it’s expensive, and we can’t wait, so we looked for bridges. How can we use the workflow and then the technology as a bridge to the legacy platforms of that technology . “
The program, which remains ongoing, was tested during the COVID-19 pandemic, White said.
“My organization, I have about 40,000 people around the world, and we had to bring thousands of people into our organization, without ever physically meeting someone or going to an office. We used ServiceNow to define our onboarding process and that’s for HR, IT, finance, facilities, everything needed to come together for an employee experience while they’re on the ship – from interview, selection, to joining the organization and induction, “he said.
“At one point … we had several employees join us, work for us, and leave without physically going into an office, so we use ServiceNow to discuss the entire workflow of the employee experience . “
White highlighted the importance of raising the standard of employee experiences, especially during good resignation.
“If we can enhance the employee experience and what they do every day, we can attract and retain the right employees. If we do that right with a digital experience, it means people are empowered. do their job – it’s efficient and effective. Those two combinations will bring the customer experience to the end of the day, “White said.
Earlier this week, Fujitsu together with Japanese scientific research institute Riken announced the launch of a joint research project involving the use of the Fugaku supercomputer to accelerate drug detection technology to ultimately reduce development time and cost for in the development of new drugs.
According to Fujitsu, through the research, the pair hope to develop an IT drug detection technology that can analyze targeted protein, as well as speed up and improve the accuracy of molecular simulations at the end of the fiscal 2026.
The Japanese conglomerate also signed an agreement with Amazon Web Services (AWS) last week to develop and provide fully managed solutions for the financial and retail industries, while also helping customers build and operate new systems. and modernize existing systems using AWS services.
Under the agreement, Fujitsu said it plans to train and certify 600 of its systems engineers responsible for the financial and retail industries over the next three years with AWS cloud skills.