Case Study: Hitachi achieves a single source of truth for case management with Lucidchart

Documenting processes drives customer satisfaction and employee success at Hitachi as Arun and his team work to resolve customer issues post-sale

Hitachi Vantara, a global B2B services arm of Hitachi, relied on Arun Somadathan and his service-delivery team to manage complex post-sale case resolution across multiple subteams and geographies. The team needed clear, up-to-date process documentation so cases moved to the right queues and responsibilities were transparent — but their desktop diagramming tool made updates and distribution slow, error-prone, and prone to outdated copies.

Arun moved to Lucidchart to build an interactive focal diagram linking 15 detailed subprocess diagrams, embedding them in Hitachi’s internal portal so updates publish instantly. The result is a single source of truth that’s always current and easy to navigate, eliminates lost work and versioning headaches, and helps teams follow documented workflows—improving case resolution efficiency, customer satisfaction, and employee confidence.

Hitachi

Arun Somadathan

Service Delivery Manager