DoCoMo adopts SAP HANA to boost customer service

Japan’s NTT DoCoMo will adopt the SAP HANA platform as the foundation of its data needs to improve customer service.

Large volumes of data, as large as 18TB, will be collected from various touch points, including nationwide DoCoMo Shops, for processing and analysis.

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.

The implementation took eight months to complete and officially went live in March 2017.

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, GM of 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.”