KOKUSAI ELECTRIC, which installs and maintains semiconductor manufacturing equipment, uses ServiceNow across 8 global companies, more than 1,000 users and 4 languages. Integrating SPM for process management and CSM for inquiry management has centralized information sharing.
KOKUSAI ELECTRIC introduced multiple ServiceNow products to centralize information from its global locations, adopting SPM for process management and CSM for inquiry management. The system covers 8 companies worldwide and more than 1,000 users, and is operated in 4 languages. The implementation was prompted by differences in business processes and file management between locations, as well as insufficient CRM functionality. Appropriate allocation of engineers and visibility into operating status had been challenges.
Implementation was completed in 3 months for CSM and 5 months for SPM, with demo environments used to expedite internal approval. Data integration was carried out via SFA and WDF, achieving global data centralization and visualization. Integration with customer inquiries and related operations has since been advanced through connections with external tools such as Microsoft 365 and Jira, helping reduce the operational workload.
Although usage varies by location, the system now enables engineer assignment, recording of work results and monitoring of operating status through dashboards. The company plans to expand this into the integration of related operations originating from inquiry handling. It is also considering cross-functional use of data for parts procurement, sales management and billing.