Case Study: Fujitsu achieves seamless global service desk integration and saves 2,800 hours/month with Fujitsu RunMyProcess

Customer Support Integration Solution Frees up Time for Fujitsu Global Service Desk

Fujitsu, a global ICT leader with operations in more than 100 countries and over 170,000 employees, runs local, regional and global service desks that handle more than 2 million incidents monthly in 35+ languages. The support process relied on disparate ticketing systems across centres, causing manual status updates by phone and email, averaging 42 minutes per ticket (about 2,800 hours per month), which created delays, errors and threatened service quality as Fujitsu globalized its support.

Fujitsu chose a cloud-based RunMyProcess integration to automate ticket transfer and provide a unified status dashboard; a two-month pilot in the U.S. and U.K. was rolled out across all Global Service Desk centres with no visible UI changes. The solution delivers real-time ticket visibility, reduces manual status-checking and delays, lowers error risk, frees staff to focus on core work, and is now being considered for customer-facing extension.

Fujitsu

Noel Butcher

Product Director, Fujitsu