Nissan Motors is accelerating the evolution of the PC environment/digital workplace used by approximately 40,000 users in Japan. In 2019, we opened the Digital Tech Café, where full-time engineers perform face-to-face PC maintenance, creating a system where users can bring in their PCs and solve problems on the spot.
In 2021, we introduced the cloud-based IVR service “Amazon Connect” and transitioned our help desk operations to a more flexible and efficient system. Additionally, the company aims to proactively manage PCs by introducing the device health monitoring tool “Aternity.” We will introduce Nissan’s modern workplace initiatives and the various solutions and services of DXC technology that support them.
Developing a PC environment that supports flexible working styles
Nissan Motor Co.’s workstyle reform efforts date back to the 1990s. In 1994, we were the first in the industry to introduce a super flex system with no core time, and since 2006 we have allowed all employees, except those involved in the production process, to work from home. Happy8, launched in 2015, has set the goal of “increasing individual and organizational productivity by making all employees aware of their eight-hour working day, and as a result, enriching their work and lives.” ing. Naoko Hara of the Global Digital Platform Headquarters says:
“In the process of globalizing, Nissan has worked to realize work styles that meet the diverse needs of each employee. Our goal is to accommodate diverse values, childcare, nursing care, and other circumstances. We aim to create an environment where all employees can perform to the best of their ability. During the coronavirus pandemic, in addition to a super flex system with no core time, a remote work system with no upper limit was applied.
Supporting these efforts are approximately 40,000 Windows PCs used throughout the company, including partner companies, creating Nissan’s unique digital workplace that allows employees to work anywhere and at any time.
“I think working from home during the coronavirus pandemic went smoothly because we were proactive in addressing PCs, remote access, and security. Our role as an IS/IT department is to ensure that end users are at their offices, at home, or wherever they are. “DXC Technology is our most important partner in this area,” says Masaki Takakuwa of the division.
Since 2010 (formerly known as Hewlett-Packard Japan), DXC Technology Japan has been providing total support for the operation and maintenance of approximately 40,000 PCs across Nissan. The scope of our services is wide, including the creation, management, and distribution of globally standardized OS/application master images, PC kitting, help desk provision, and on-site support.
“Since 2019, we have been taking on three new challenges in the PC environment/digital workplace area.
These are: (1) opening a walk-in support desk, (2) introducing a cloud-based IVR service, and (3) introducing a device health monitoring tool.
These efforts will not only help us fight the coronavirus at hand but will also serve as the foundation for supporting the comfortable and highly productive work styles required in the new normal era,” Mr. Takakuwa said emphatically.
Face-to-face support desk improves user satisfaction
Nissan has a help desk staffed by around 100 agents to optimally maintain and operate the PC environment/digital workplace for 40,000 users. Experts from various fields gathered to answer questions about PC operation, troubleshoot problems and provide technical support for various applications. Naoko Hara of the Global Digital Platform Headquarters says:
“Traditionally, help desks were centered around telephone support, but we realized that many users felt that it was difficult to resolve their problems over the phone, or that it was difficult to feel free to consult with them. Increasing user satisfaction through support is an important mission of our IS/IT department. It has been our long-cherished desire to create a “Digital Tech Café,” a walk-in support desk that allows face-to-face consultation.
Digital Tech Café opened at Nissan Global Headquarters in August 2019 and at Nissan Technical Center in February 2021. DXC Technology’s support engineers are always on hand to resolve users’ questions and problems on the spot, from minor PC-related problems to clarification of causes of malfunctions and failures, data recovery, and immediate provision of replacement devices.
“Because it’s face-to-face, I can explain my problems clearly, and I can clear my doubts while watching the PC operations right in front of me, which greatly reduces the time and effort required to solve problems.” According to a survey of users who used Digital Tech Café, We received a large number of responses based on these themes. More than 95% of respondents said they were satisfied with the service.” (Mr. Hara)
One of the indicators for evaluating Digital Tech Café’s service quality is the “problem resolution rate within 30 minutes.” This score reached 97% for the technical center and 99% for the global headquarters. The average response time was within 20 minutes for each case, indicating that quick problem resolution leads to high user satisfaction.
“Speed problem resolution is directly connected to improving user work productivity. By collecting user feedback and showing user evaluations in scores, we can demonstrate internally that we are getting value for our investment. We have been able to explain this to our customers, and we have received support from management. We are also happy to see that the presence of the IS/IT department has improved by having a channel through which we can provide face-to-face services through the Digital Tech Café.” Show a smile.
Transform your help desk with cloud IVR
At Nissan’s help desk, approximately 100 experts in various fields, from PC environments/digital workplaces to various applications, respond to daily inquiries. When a call from a user enters the help desk, it goes through a process guided by an interactive voice response system (IVR) and is connected to an agent for each inquiry. Yasuko Morii of the Global Digital Platform Headquarters says:
“Our existing IVR had an integrated system and help desk phone, which made it difficult for agents to work from home. We decided to migrate to a cloud-based IVR service to create an environment that responds to the
“Amazon Connect” proposed by DXC Technology is a solution that provides functions such as IVR and PBX in the cloud and allows voice calls using a softphone without the need for a landline phone. DXC was able to put the system into production in four months, including agent training.
“Agents can now carry out support work whether they are in the office or at home. There is no need for network construction, and we can flexibly respond to temporary increases in personnel or organizational changes. In addition, we can respond flexibly to sudden incidents such as suspicious emails. When a warning occurs, it is now possible to immediately prepare audio guidance and direct people to a web page with warning information.” (Mr. Morii)
With existing IVR systems, it took about two weeks to add or change voice guidance via the vendor, but with the self-service Amazon Connect, the time has been reduced to just a few minutes.
“When the number of inquiries increases rapidly, we can provide appropriate information to users without inconveniencing them, and agents are now able to specialize in the cases they should be dealing with. This is a major achievement. “I believe that implementing this new work style will also be a step toward evolving the help desk into a more efficient and productive team,” commented Mr. Takakuwa.
Achieving proactive device management
The Global Digital Platform Headquarters is embarking on a new initiative to further streamline PC operations for its 40,000-user base and increase user satisfaction through more stable operation. The keyword is “proactive device management.” Mr. Takakuwa says:
“In 2021, we introduced a device health monitoring tool. The aim is to accurately understand the operating status and usage status of 40,000 PCs, improve service quality, and optimize resources and licenses. We chose Aternity, which is capable of large-scale device monitoring as a cloud service, based on its experience at Renault in France.
The headquarters uses Microsoft Endpoint Configuration Manager to manage PC assets and distribute software, but this was the first time they had introduced full-scale PC health monitoring.
“Currently, users run into the Digital Tech Café, where they call the help desk when they have a problem with their PC. Is the PC starting extremely slowly, or is there an error with the disk or memory? By having the IS/IT department understand what is happening, we can prompt users to take maintenance action before a serious problem occurs.” (Mr. Takakuwa)
Aternity allows users to score and visualize their service experience. You can also use a service that allows you to objectively understand your company’s service quality by comparing this with the industry-specific scores collected by Aternity.
“Being able to get a bird’s-eye view of the entire PC environment in great detail is a huge evolution for us. For example, we can analyze the usage of PC resources across the company and identify if the PC resources are being overloaded. You can allocate more memory to users or departments, or you can review over-allocated resources based on the data you obtain and verify them throughout your company. We would like to work on optimizing resource planning,” says Mr. Takakuwa.
Nissan’s modern digital workplace
DXC Technology has been involved in three advanced projects in the PC environment/digital workplace area for Nissan in the two years since 2019. Each leverages DXC’s global track record and knowledge.
“Digital Tech Café, Amazon Connect, Aternity—we have been working on these new challenges with the support of DXC Technology from the planning stage to design, development, implementation, and operation. I am especially grateful to the Digital Tech Café for its role as the “face of the IS/IT department.” I feel a great deal of trust and security in their high level of performance and skill,” commented Mr. Takakuwa.
“We were able to achieve results by quickly adopting an advanced solution. I am most pleased to have been able to contribute to the evolution of Nissan’s PC environment/digital workplace. From now on, we will continue to provide Digital Tech Café services at our factories. We would like to expand to other bases such as, and support further expansion and development,” says Tatsuya Nagura of DXC Technology.
DXC Technology is one of the world’s largest IT service companies with offices in 70 countries around the world, and its strength lies in its abundant global resources represented by technology personnel. Atsushi Oi of the company says, “We would like to leverage our global capabilities to propose even more advanced solutions.”
Nissan is working to standardize its IT environment, including PCs, by formulating global standards. Technologies that have been praised around the world will be adopted in Japan, and solutions that have achieved excellent results in Japan will become the global standard. Mr. Takakuwa concluded by saying the following.
“Nissan’s IT partners value being a globally active technology company and being able to provide a uniform level of service around the world.DXC fits this requirement and provides quality technology and services in Japan. We look forward to having them continue to support our business and the realization of a more comfortable and productive modern workplace.”