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

Via SAP SE Newsroom

Jun 22, 2017

WALLDORFSAP SE (NYSE: SAP) today announced that NTT DOCOMO Inc. has selected the 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,” said Taku Hasegawa, general manager of NTT DOCOMO’s Information Systems Department. “It took the back-end office at least a week or two to generate and deliver information. 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 honored to have been entrusted by NTT DOCOMO to build its 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, its customers.”

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