Case Study: NTT Docomo reduces workload by 70% and modernises secure collaboration with Slack

NTT Docomo revolutionises its infrastructure and culture with Slack

NTT Docomo, Japan’s largest telecommunications company serving over 79 million customers, faced a big hurdle: a patchwork of legacy, internally built communication tools and strict security rules that slowed collaboration—especially after staff shifted to remote work during the COVID-19 pandemic. The Innovation Management Department needed a secure way to speed up communications with internal teams and external partners while keeping customer data protected.

Docomo deployed Slack Enterprise Grid (cleared against 200+ security policies) to replace siloed email and phone workflows with channel-based messaging, integrations and API-linked alerts. The change accelerated partner and cross‑team communication, built a more open, non‑hierarchical culture, and delivered measurable gains—about 70% of employees reported reduced workload, 90% of managers saw improved information transparency, and adoption continues to expand across the company.

NTT Docomo

Takuya Nakamura

Cloud Solutions Manager, Innovation Management Department