SAP HANA selected by NTT DOCOMO to build operational data visualization platform for nationwide customer service

SAP HANA selected by NTT DOCOMO to build operational data visualization platform for nationwide customer service
SAP HANA Implemented in Eight Months to Help Accelerate Business Processes, Deliver More Business Intelligence, and Simplify IT Environment

Singapore  June 19, 2017  SAP Japan, Co., Ltd., today, announced that NTT DOCOMO, INC. has selected SAP HANA® platform as the foundation of its data needs to improve customer service. Data, as large as 18TB, will be collected from various touch points, including nationwide docomo Shops, for processing and analysis. The implementation took eight months to complete and officially went live in March 2017.

NTT DOCOMO needed a new IT platform system to meet three key objectives - strengthen its competitive edge, propose and deliver services that meet customer needs, and enhance data utilization efficacy and operational efficiency of the sales team.

“Before we implemented the new system, we lacked the capability to deliver information to the sales force. It took the backend office at least a week or two to generate and deliver information” stated Taku Hasegawa, General Manager of NTT DOCOMO’s Information Systems Department. “Now with SAP HANA, users can pull out the latest data whenever they need to. An increase in performance has also helped individual storefronts to monitor status of sales promotions. Moving forward, we expect to see an improvement in service at docomo Shops.”

To improve the level of customer service for NTT DOCOMO, SAP HANA will collect data from various sources including approximately 2,400 docomo Shops with almost 37,000 employees as well as call centers with over 10,000 operators. The new platform will initiate better customer services by helping to identify areas of operational improvement at the storefronts and uncover best practices for applying insights and lessons from other stores.

“We are honoured to have been entrusted by NTT DOCOMO to build their data visualization platform,” said Rohit Nagarajan, vice- president, Digital Enterprise Platform Group, SAP Asia-Pacific and Japan. “With SAP HANA, we set out to achieve tangible results for NTT DOCOMO by simplifying and accelerating insights. We then apply these insights to ultimately benefit NTT DOCOMO’s end users, that is, their customers.”



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