Industry
Manufacturing
Services
Implementation & Consultation
Solution
ITSM
Region
Japan (APAC)
The electronics manufacturer partnered with Aelum Consulting to centralize IT support with ServiceNow ITSM, automating case management, empowering users with self-service, and enabling complete transparency for faster, more reliable resolutions.
The Company: A Leading Electronics Manufacturer
Based in Japan, this prominent electronics manufacturer has consistently driven technological innovation while delivering top-tier solutions to both consumer and industrial markets. Its extensive portfolio includes consumer devices, industrial machinery, and electronic components, catering to customers across Japan and global markets. Powered by a team of over 6,000 skilled professionals, the company combines deep engineering knowledge with cutting-edge technology to provide reliable, scalable, and client-centric solutions. Anchored in innovation, quality, and customer confidence, it continues to strengthen its leadership in the highly competitive electronics manufacturing sector.
The Challenge
A call for change in handling queries and data accuracy
A leading electronics manufacturing enterprise faced growing inefficiencies in its IT support operations. With cases primarily handled through phone calls and emails, the IT team struggled to maintain consistency, transparency, and timely resolution. The key challenges included:
- Lack of Standardized Case Management: Cases were handled in an ad-hoc manner, primarily via phone calls, which led to inconsistent responses, missed follow-ups, and limited visibility into ongoing issues. The absence of a centralized platform made it difficult for the team to track, prioritize, and manage cases efficiently.
- Overloaded IT Team: The 20-member IT support team was overwhelmed with repetitive support calls, spending 30–40 minutes on each case. Manual handling of routine inquiries consumed resources that could have been used for strategic initiatives, reducing overall productivity.
- Limited Visibility and Escalation Gaps: With no automated tracking or escalation process, managers had limited insight into case progress. Manual escalations caused delays in addressing critical issues, affecting both internal user satisfaction and operational continuity.
- Operational Inefficiencies: The combination of repetitive tasks, manual processes, and inconsistent workflows slowed down resolution times, drained resources, and negatively impacted the efficiency and reliability of IT support across the organization.
The Goal
The electronics manufacturer aimed to deploy a centralized IT support platform to standardize case management, automate routine requests, improve visibility, reduce resolution times, enhance user satisfaction, and enable scalable IT operations.
The Solutions
To overcome IT support challenges, the electronics manufacturing enterprise joined hands with Aelum Consulting to modernize its IT services using ServiceNow IT Service Management (ITSM). The solution was designed with three key pillars:
- Centralized Support Portal: IT support was consolidated into a single ServiceNow portal across Asia. Employees could now log tickets, access FAQs, and track live status updates in one place, eliminating dependency on phone calls and fragmented communication.
- Automated Case Management: ServiceNow’s automated routing ensured that cases were intelligently assigned to the right agents, reducing manual intervention and speeding up resolution times. Standardized workflows brought consistency to case handling, improving efficiency across the IT team.
- Empowered Self-Service: With a repository of over 400 knowledge articles, users were able to resolve common issues independently through self-service. This reduced repetitive requests, lowered the burden on IT staff, and improved user experience with faster access to solutions.
Together, these capabilities transformed the enterprise’s IT support from a manual, reactive model into a centralized, automated, and transparent system. The result was faster resolution, improved productivity, and a stronger foundation for business transformation.
ServiceNow Tech Stack used for:
ServiceNow ITSM with customizations (centralized support portal, automated routing, knowledge base with 400+ articles, and live status tracking)
The Outcomes
The Customer has reduced manual efforts and improved customer satisfaction
The transformation delivered measurable improvements across efficiency, user experience, and visibility:
- Operational Efficiency: Automated routing and standardized workflows accelerated ticket resolution, minimized manual intervention, and improved overall IT productivity.
- User Empowerment: With a robust self-service portal and extensive knowledge base, employees resolved issues faster and relied less on IT support, driving higher satisfaction and smoother daily operations.
- Enhanced Transparency: Centralized tracking and real-time visibility gave IT teams and users complete oversight of requests, ensuring accountability and quicker decision-making.
Collectively, these outcomes strengthened operational resilience, boosted employee experience, and set the foundation for scalable digital growth across the enterprise.