TIS Implements TechTouch to Revolutionize Business Systems Usability with ServiceNow

In a significant move towards improving efficiency within corporate systems, TIS Corporation has recently signed a full-scale partnership to adopt "TechTouch" across its operations. This collaboration begins with the implementation of TechTouch into their business management cloud platform, ServiceNow. The rollout of such an innovative digital adoption platform (DAP) marks a commitment to significantly transforming the user experience of their internal systems.

Background of the Implementation

TIS Corporation has been utilizing ServiceNow primarily to manage workflow processes related to request submissions and inquiries. They've also set up a robust information base that publishes guides and FAQs, which has effectively boosted operational efficiency and enhanced internal information sharing among employees. Continuous improvement to the user experience remains a core focus, driven by employee feedback that highlights the need for better UI/UX design.

Surveys conducted annually indicate that complaints regarding UI (User Interface) enhancements represent a notable 38% of all responses, with employees particularly expressing a desire for faster access to operational guides and FAQs. However, TIS has faced numerous challenges in implementing these requested improvements quickly, attributed to restrictions posed by cloud service specifications and a limited pool of available development personnel.

Deciding Factors for Adoption

To address these pressing needs for usability and efficiency, TIS chose to integrate the TechTouch DAP into their systems. TechTouch offers an intuitive solution that enables non-code creation of on-screen operational guides. This allows employees direct access to necessary information without confusion, transforming the way they interact with internal platforms.

As a result, staff members can execute their duties more efficiently, significantly reducing errors in input fields and enhancing overall productivity. The precise delivery of input rules and operational methods through TechTouch is anticipated to minimize inquiries and corrections, leading to decreased operational times.

Expected Outcomes from TechTouch Implementation

With TechTouch’s capabilities, TIS aims to respond to user requests related to ServiceNow functionalities more effectively. By communicating the necessary operational steps clearly, it’s projected that the need for external outsourcing for complex issues will diminish. This will not only lead to a reduction in development hours but also lower external cost expenses associated with these service queries.

Future Plans

Following the successful integration and evaluation of TechTouch on ServiceNow, TIS plans to expand its deployment to other critical systems. Utilizing TechTouch as a foundational platform, TIS is confident that it will accelerate overall operational efficiency across their internal processes.

Comments from TIS Corporate Digital Promotion Department

As stated by the Section Chief of the Corporate Digital Promotion Department of TIS, the focus has been on optimizing internal systems with a strong emphasis on usability for employees. With ongoing requests for enhancements in UI/UX, it is essential to have strategies that address these needs rapidly. Existing difficulties such as cloud service specifications and the acquisition of skilled development staff have underscored the necessity for a solution like TechTouch.

The introduction of TechTouch allows for comprehensive, user-friendly guides directly integrated into the corporate systems, enabling employees to optimize their use of the platforms effectively. Consequently, the reduction in operational confusion and errors is likely to enhance workflow efficiency and drive an improved user experience.

With this capability, TIS can now respond promptly to prior UI/UX improvement requests and effectively manage associated costs and resources. The initiative is expected to foster higher employee engagement and further drive business process enhancements. In the future, TIS intends to extend the successful implementation across its entire internal system ecosystem, striving for even higher efficiency and enriched user experiences.

About TIS Corporation

A member of the TIS Intec Group, TIS provides IT solutions addressing various business challenges for over 3,000 partners across diverse sectors such as finance, industry, public service, and retail. With over 50 years of expertise, TIS is committed to delivering tailored IT services in Japan and the ASEAN region to facilitate the realization of a prosperous society. Learn more at TIS Corporation

About TechTouch

TechTouch Corporation proudly claims the top market share for its digital adoption platform (DAP) in Japan, with the platform utilized by over 8 million users across prominent companies and governmental organizations. TechTouch streamlines the guide creation process, making it accessible for system administrators and enhancing the user experience. The platform has received numerous accolades, including the Good Design Award and recognition as a J-Startup by the Ministry of Economy, Trade and Industry. TechTouch is focused on advancing features powered by AI and has introduced the AI decision-making agent, "AI Central Voice," to support IT utilization for all enterprises.