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IT Infrastructure and Operation Support

Multinational Luxury Retail Brand Case Study

A large multinational Luxury Retail Brand, has physical outlets in Japan. The US headquarters has an in-house IT infrastructure that includes a 24/7 Helpdesk, NOC, Developers PMO, and other support teams. Due to the high cost of labor in Japan, which is also true in China and Hong Kong, hosting a team of in-house IT specialists would not be an economical alternative; also, there is a language barrier when talking with multiple vendors and allied departments situated outside of Japan.

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Fusion Japan offers an extensive range of IT solutions tailored to meet the unique needs of retail businesses across the country. Unlike companies that centralize their IT operations in a single location outside Japan, Fusion Japan's localized approach ensures prompt, efficient, and culturally attuned services. The focus is on setting up IT devices, providing 24/7 helpdesk services, bilingual support (Tier 1, 2, and 3), project management, integrated systems, and asset lifecycle management. 

Importance of Having an IT Team in Japan 

Cultural and Language Proficiency

Local teams can communicate effectively in Japanese and understand cultural nuances, leading to better service quality and client satisfaction.

Proximity and Response Time

Physical proximity allows for quicker on-site support, reducing downtime and enhancing operational efficiency. 

Customization and Flexibility

Local teams can better assess and tailor solutions to specific regional requirements and business practices.

Regulatory Compliance   

Local teams are more adept at navigating Japanese regulations and ensuring compliance with local laws and standards.

1. Setting Up IT Devices for Retail Shops 

Challenge: Retail businesses in Japan need specialized IT setups tailored to their unique operational needs, store layout, customer demographics, and business goals. 

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Solution: Fusion Japan excels in setting up IT devices for retail shops across Japan by: 

  • Conducting thorough needs assessments for each retail client. 

  • Customizing IT solutions that align with the store’s operational goals. 

  • Coordinating with other vendors to ensure seamless integration. 

  • Overseeing the installation process to minimize operational disruption. 

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Impact: 

  • Improved operational efficiency in retail stores. 

  • Enhanced customer experience through optimized IT solutions. 

  • Reduced downtime during installation due to meticulous planning and coordination. 

2. 24/7 IT Helpdesk Services  

Challenge: Retail businesses operating across Japan require reliable IT support to promptly address technical issues and ensure continuous operation. 

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Solution: Fusion Japan offers 24/7 IT helpdesk services, providing: 

  • Immediate technical support for IT-related issues. 

  • Proactive monitoring helps prevent potential problems 

  • Bilingual support for both local and international staff. 

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Impact: 

  • Ensured uninterrupted store operations with swift issue resolution. 

  • Enhanced customer satisfaction is due to constant support availability. 

  • Increased trust in Fusion Japan’s services due to consistent and reliable support. 

3. Tier 1, 2, and 3 Bilingual Support Services and Project Management

Challenge: Effective project management and support services are crucial for successful IT deployments, especially in a culturally and linguistically unique environment like Japan. 

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Solution: Fusion Japan provides bilingual support services across all tiers (1, 2, and 3) and project management: 

  • Tier 1: Basic support for common issues and requests. 

  • Tier 2: Advanced support for more complex problems. 

  • Tier 3: Expert support for critical and highly technical issues. 

  • Bilingual project management to ensure clear communication and efficient coordination. 

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Impact: 

  • Streamlined support and resolution processes. 

  • Improved client satisfaction through effective communication and understanding. 

  • Enhanced efficiency in managing complex IT projects. 

4. Staging, Configuring, Warehousing, Logistics, and Labor 

Challenge: Coordinating the deployment and management of IT infrastructure requires effective logistical coordination and clear communication. 

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Solution: Fusion Japan offers comprehensive services, including: 

  • Staging and configuring IT devices before deployment. 

  • Efficient warehousing solutions to manage inventory. 

  • Coordinating logistics and labor to ensure timely delivery and setup. 

  • Effective communication with clients and vendors in both Japanese and English. 

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Impact: 

  • reduced errors and delays through streamlined processes. 

  • Improved client satisfaction due to clear communication. 

  • Enhanced efficiency in logistics and labor management. 

5. Integrated Ticketing System with Warehouse Management 

Challenge: Managing a large inventory of IT devices and tracking support requests is challenging without a robust system. 

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Solution: Fusion Japan implemented an integrated ticketing system combined with warehouse management for over 4,000 IT devices, featuring: 

  • Real-time tracking of support tickets and inventory. 

  • Automated updates on device status, repairs, and availability. 

  • Centralized management of IT assets to streamline operations. 

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Impact: 

  • Enhanced visibility and control over IT assets. 

  • Faster response times and efficient issue resolution. 

  • Reduced operational costs through optimized inventory management. 

6. Product Lifecycle Management 

Challenge: Retail businesses need comprehensive management of IT devices throughout their lifecycle, from procurement to disposal. 

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Solution: Fusion Japan handles the entire product lifecycle management, including: 

  • Procurement of IT devices based on client requirements. 

  • Coordination of repairs and warranty renewals. 

  • Secure disposal of outdated or damaged equipment. 

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Impact: 

  • Extended lifespan and optimal performance of IT devices. 

  • Cost savings through efficient procurement and warranty management. 

  • Environmentally responsible disposal practice and enhance corporate social responsibility. 

Conclusion 

Fusion Japan’s localized IT services in Japan offer significant advantages over a centralized IT setup located outside the country. By providing tailored IT setups, 24/7 helpdesk services, bilingual support, project management, integrated systems, and comprehensive lifecycle management, Fusion Japan ensures its retail clients operate smoothly and efficiently. The presence of an in-country IT team enhances cultural understanding, ensures prompt responses, and enables the delivery of high-quality, tailored solutions. This localized, client-focused strategy has resulted in higher client satisfaction, reduced downtime, and improved overall operational efficiency. 

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